Unit search

Search results

SIT794 - Services Management

Year:

2021 unit information

Enrolment modes:Trimester 2: Waurn Ponds (Geelong), Online
Trimester 3: Waurn Ponds (Geelong), Online
Credit point(s):1
EFTSL value:0.125
Unit Chair:Trimester 2: Anuroop Gaddam
Trimester 3: Anuroop Gaddam
Prerequisite:

SIT773

For students enrolled in S735, S737, S739, S778, S779, S538, S538J: Nil

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 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.

ULO 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 Grading and weighting
(% total mark for unit)		 Indicative due week
Presentation project plan Presentation 20% Week 5
Presentation project outcomes (Group) Written report of project outcomes and presentation  50% Week 10
Examination 2-hour written examination 30% 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): Bordoloi et al, 2019, Services Management: Operations Strategy & Information Technology, 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

Click on the fee link below which describes you: