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SIT794 - Services Management

Year:	2020 unit information
Important Update:	Classes and seminars in Trimester 2/Semester 2, 2020 will be online. Physical distancing for coronavirus (COVID-19) will affect delivery of other learning experiences in this unit. Please check your unit sites for announcements and updates one week prior to the start of your trimester or semester. _{Last updated: 2 June 2020}
Enrolment modes:
Credit point(s):	1
EFTSL value:	0.125
Unit Chair:	Trimester 2: Sasan Adibi
Prerequisite:	One of SIT725, SIT740 or SIT773
Corequisite:	Nil
Incompatible with:	Nil
Typical study commitment:	Students will on average spend 150 hours over the teaching period undertaking the teaching, learning and assessment activities for this unit.
Scheduled learning activities - campus:	1 x 1 hour class per week, 1 x 2 hour practical per week.
Scheduled learning activities - cloud:	1 x 1 hour scheduled online workshop per week.

Content

The growth and globalisation of services requires a rethink of services management strategies. This unit is the cornerstone unit of the IT Services specialism and introduces an inter-disciplinary approach to services management and the development of the critical skills required to succeed in a services-led economy. Students will develop an understanding of the “science” of services with topics addressed including, the role of services in the economy, the nature of services and the service strategy. The design and management of service enterprises and service operations are covered with particular emphasis on the role of technology in services and service entrepreneurship. In addition, capacity planning and queuing models and the management of capacity, demand and waiting lines will be discussed. This unit aims to bring together ongoing work in computer science, operations research, business strategy, management sciences and social and cognitive sciences and will include detailed case studies and relevant theoretical perspectives including the latest developments in services science.

	These are the Learning Outcomes (ULO) for this Unit At the completion of this Unit successful students can:	Deakin Graduate Learning Outcomes
ULO1	Understand the importance of services for the economy and appreciate the rate of growth of the global professional services industry.	GLO1: Discipline-specific knowledge and capabilities GLO2: Communication GLO3: Digital literacy GLO4: Critical thinking
ULO2	Understand how the multidisciplinary fields of computer science, engineering operations research, communication and management come together as the discipline of Services Science Management and Engineering that enables better management of services.	GLO1: Discipline-specific knowledge and capabilities GLO2: Communication GLO3: Digital literacy GLO4: Critical thinking GLO5: Problem solving
ULO3	Understand the discipline of services science, the latest developments in this discipline of Services Science, Management and Engineering and appreciate the need to keep abreast of research and development in this fast growing discipline area.	GLO1: Discipline-specific knowledge and capabilities GLO2: Communication GLO4: Critical thinking
ULO4	Understand the specific blend of academic, professional and generic skills needed for services management.	GLO1: Discipline-specific knowledge and capabilities GLO3: Digital literacy GLO4: Critical thinking
ULO5	Understand how to improve service systems, particularly those involved in complex IT-enabled business to business services.	GLO1: Discipline-specific knowledge and capabilities GLO2: Communication GLO3: Digital literacy GLO4: Critical thinking GLO5: Problem solving
ULO6	Understand ethical, legal and professional issues relating to services management.	GLO1: Discipline-specific knowledge and capabilities GLO4: Critical thinking GLO5: Problem solving GLO8: Global citizenship

These Unit Learning Outcomes are applicable for all teaching periods throughout the year

Assessment

Assessment Description	Student output	Weighting (% total mark for unit)	Indicative due week
Project	Two in-class presentations	50%	Weeks 5 and 10
Examination	2-hour written examination	50%	Examination period

The assessment due weeks provided may change. The Unit Chair will clarify the exact assessment requirements, including the due date, at the start of the teaching period.

Learning Resource

Prescribed text(s): Fitzsimmons, 2019, Services Management: Operations Strategy & Operations, 9th edition, Mcgraw Hill.

The texts and reading list for the unit can be found on the University Library via the link below: SIT794 Note: Select the relevant trimester reading list. Please note that a future teaching period's reading list may not be available until a month prior to the start of that teaching period so you may wish to use the relevant trimester's prior year reading list as a guide only.

Unit Fee Information

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