Services science draws from the social sciences, business, and engineering technology and applies scientific methods to the design and management of services. The use of IT is a crucial and essential part of services science and an understanding this area is of major importance to IT students. In the current business environment IT techniques and skills have become essential to successfully manage operations, services and projects. The focus of this unit is to provide students with sufficient knowledge of modern services science and business operations, concepts, and modern software, to work effectively in service operations roles in industry and government.
2 hrs lectures/wk, 2 hrs laboratories/wk
Students will be expected to spend a total of 12 hours per week during semester on this unit.
This includes:
You will need to allocate up to 5 hours per week in some weeks, for use of a computer, including time for newsgroups/discussion groups.
Students are expected to have a background in IT, Engineering or Science.
Lecturer: Dr Suttisak Jantavongso
Examination (2 hours): 50%; In-semester assessment: 50%
| Assessment Task | Value | Due Date |
|---|---|---|
| Case Study | 20% | 27 April 2012 |
| Numerical Questions Assignment | 20% total (5% per topic) | 4 May 2012 (Mathematical Optimization), 11 May 2012 (Inventory Control), 18 May 2012 (Project Management), 25 May 2012 (Accounting) |
| Tutorial Participation | 10% | Assessed during each tutorial |
| Examination 1 | 50% | To be advised |
Monash is committed to excellence in education and regularly seeks feedback from students, employers and staff. One of the key formal ways students have to provide feedback is through SETU, Student Evaluation of Teacher and Unit. The University's student evaluation policy requires that every unit is evaluated each year. Students are strongly encouraged to complete the surveys. The feedback is anonymous and provides the Faculty with evidence of aspects that students are satisfied and areas for improvement.
For more information on Monash's educational strategy, and on student evaluations, see:
http://www.monash.edu.au/about/monash-directions/directions.html
http://www.policy.monash.edu/policy-bank/academic/education/quality/student-evaluation-policy.html
Previous feedback has highlighted the following strength(s) in this unit:
Learning objectives are consistently met, intellectually stimulating and the learning resources support the student’s studies.
Student feedback has shown that there is a high level of satisfaction and that the feedback provided was useful.
The teaching materials have been revised based on student feedback.
If you wish to view how previous students rated this unit, please go to
https://emuapps.monash.edu.au/unitevaluations/index.jsp
Please check with your lecturer before purchasing any Required Resources. Prescribed texts are available for you to borrow in the library, and prescribed software is available in student labs.
IBM ILOG CPLEX.
Available from http://www-01.ibm.com/software/integration/optimization/cplex-optimization-studio/
LINGO 13.0 - Optimization Modeling Software.
Available from http://www.lindo.com/index.php?option=com_content&view=article&id=34&Itemid=15
James A. Fitzsimmons, University of Texas at Austin Mona J. Fitzsimmons. (). Service Management: Operations, Strategy, Information Technology. (7/e ) McGraw-Hill .
| Week | Activities | Assessment |
|---|---|---|
| 0 | No formal assessment or activities are undertaken in week 0 | |
| 1 | Introduction - Role and Nature of Services | Tutorial Participation assessed during each tutorial |
| 2 | Service Strategy | |
| 3 | Service Blueprint and Process Design | |
| 4 | Service Quality & Benchmarking | |
| 5 | Mathematical Optimization (1) | |
| 6 | Service Facility Location - Marketing | |
| 7 | Mathematical Optimization (2) | |
| 8 | Managing Service Inventory | Submit Case Study Assignment 1 (Group) due 27 April 2012 |
| 9 | Managing Service Projects | Submit Assignment 2a: Mathematical Optimization due 4 May 2012 |
| 10 | Service Supply and Accounting | Submit Assignment 2b: Inventory Control due 11 May 2012 |
| 11 | Technology in Service | Submit Assignment 2c: Project Management due 18 May 2012 |
| 12 | Globalisation of Services & Legal Issues | Submit Assignment 2d: Accounting due 25 May 2012 |
| SWOT VAC | No formal assessment is undertaken SWOT VAC | |
| Examination period | LINK to Assessment Policy: http://policy.monash.edu.au/policy-bank/ academic/education/assessment/ assessment-in-coursework-policy.html |
*Unit Schedule details will be maintained and communicated to you via your MUSO (Blackboard or Moodle) learning system.
Faculty Policy - Unit Assessment Hurdles (http://www.infotech.monash.edu.au/resources/staff/edgov/policies/assessment-examinations/unit-assessment-hurdles.html)
Tutorial Participation:
Students are expected to complete the tasks assigned during tutorials and actively participate in discussions.
The criteria for assessment will be a subjective assessment of your case study.
The members listed for the group will receive equal marks.
The tutor will monitor individual contributions to the group when allocating marks to members of the group
Assessment will be based on about 50% correct answers and 50% on the method and logical approach to each question.
Tutor's observation.
It is a University requirement (http://www.policy.monash.edu/policy-bank/academic/education/conduct/plagiarism-procedures.html) for students to submit an assignment coversheet for each assessment item. Faculty Assignment coversheets can be found at http://www.infotech.monash.edu.au/resources/student/forms/. Please check with your Lecturer on the submission method for your assignment coversheet (e.g. attach a file to the online assignment submission, hand-in a hard copy, or use an online quiz).
Submission must be made by the due date otherwise penalties will be enforced.
You must negotiate any extensions formally with your campus unit leader via the in-semester special consideration process: http://www.infotech.monash.edu.au/resources/student/equity/special-consideration.html.
Students can expect assignments to be returned within two weeks of the submission date or after receipt, whichever is later.
Referencing internet and electronic sources, Harvard reference style:
http://www.monash.edu.au/lls/llonline/quickrefs/22-referencing-internet.xml
IEEE referencing:
http://www.lib.monash.edu/tutorials/citing/ieee.html
Monash has educational policies, procedures and guidelines, which are designed to ensure that staff and students are aware of the University's academic standards, and to provide advice on how they might uphold them.
You can find Monash's Education Policies at:
http://policy.monash.edu.au/policy-bank/academic/education/index.html
Key educational policies include:
The University provides many different kinds of support services for you. Contact your tutor if you need advice and see the range of services available at www.monash.edu.au/students. For Sunway see http://www.monash.edu.my/Student-services, and for South Africa see http://www.monash.ac.za/current/
The Monash University Library provides a range of services and resources that enable you to save time and be more effective in your learning and research. Go to http://www.lib.monash.edu.au or the library tab in my.monash portal for more information. At Sunway, visit the Library and Learning Commons at http://www.lib.monash.edu.my/. At South Africa visit http://www.lib.monash.ac.za/.
Academic support services may be available for students who have a disability or medical condition. Registration with the Disability Liaison Unit is required. Further information is available as follows:
Other Information
Lecture notes, tutorial exercises and worked examples will be available on Blackboard.