SERVICE MANAGEMENT
BUS3SVX
2020
Credit points: 15
Subject outline
Services play an important role in the global economy, prompting an increasing demand for professionals with service management skills and knowledge. This subject will provide you with an understanding of the intricacies and novel characteristics of the service industry. You will learn about the evolving nature of the service industry and experience economy and be able to design and present competitive service strategies that support an organisation's competitive strategy. The subject also focuses on developing practical service management skills, such as creation of service supply relationships, management of capacity versus demand, manipulation of waiting lines through implementation of queuing models and efficient management of service inventory. Beyond the sociological theories that underpin service management, the subject highlights the importance of information technology in achieving service management advantage.
School: La Trobe Business School (Pre 2022)
Credit points: 15
Subject Co-ordinator: Malliga Marimuthu
Available to Study Abroad/Exchange Students: Yes
Subject year level: Year Level 3 - UG
Available as Elective: No
Learning Activities: N/A
Capstone subject: No
Subject particulars
Subject rules
Prerequisites: Student must be admitted into one of the following courses: LBAB, LBABM, LBABK
Co-requisites: N/A
Incompatible subjects: N/A
Equivalent subjects: N/A
Quota Management Strategy: N/A
Quota-conditions or rules: N/A
Special conditions: N/A
Minimum credit point requirement: N/A
Assumed knowledge: N/A
Learning resources
Service Management: Operations, Strategy, Information Technology
Resource Type: Book
Resource Requirement: Recommended
Author: Fitzsimmon et al
Year: N/A
Edition/Volume: Lastest edition
Publisher: Mc Graw Hill
ISBN: N/A
Chapter/article title: N/A
Chapter/issue: N/A
URL: N/A
Other description: N/A
Source location: N/A
Service Management Learner Resource
Resource Type: Other resource
Resource Requirement: Prescribed
Author: Didasko Digital
Year: 2019
Edition/Volume: N/A
Publisher: Didasko Group
ISBN: N/A
Chapter/article title: N/A
Chapter/issue: N/A
URL: N/A
Other description: N/A
Source location: N/A
Career Ready
Career-focused: No
Work-based learning: No
Self sourced or Uni sourced: N/A
Entire subject or partial subject: N/A
Total hours/days required: N/A
Location of WBL activity (region): N/A
WBL addtional requirements: N/A
Graduate capabilities & intended learning outcomes
Graduate Capabilities
Intended Learning Outcomes
Online (Didasko), 2020, Study block 1, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 2 - 13
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 2 to week 13 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 10, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 41 - 52
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 41 to week 52 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 2, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 6 - 17
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 6 to week 17 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 4, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 15 - 26
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 15 to week 26 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 5, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 19 - 30
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 19 to week 30 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 6, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 23 - 34
One 3.00 days unscheduled online class per week on any day including weekend during the day from week 23 to week 34 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |