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.

SchoolLa Trobe Business School

Credit points15

Subject Co-ordinatorMalliga Marimuthu

Available to Study Abroad/Exchange StudentsYes

Subject year levelYear Level 3 - UG

Available as ElectiveNo

Learning ActivitiesN/A

Capstone subjectNo

Subject particulars

Subject rules

Prerequisites Student must be admitted into one of the following courses: LBAB, LBABM, LBABK

Co-requisitesN/A

Incompatible subjectsN/A

Equivalent subjectsN/A

Quota Management StrategyN/A

Quota-conditions or rulesN/A

Special conditionsN/A

Minimum credit point requirementN/A

Assumed knowledgeN/A

Readings

Service Management Learner Resource

Resource TypePrescribed

Resource RequirementN/A

AuthorDidasko Digital

Year2019

Edition/VolumeN/A

PublisherDidasko Group

ISBNN/A

Chapter/article titleN/A

Chapter/issueN/A

URLN/A

Other descriptionN/A

Source locationN/A

Service Management: Operations, Strategy, Information Technology

Resource TypeRecommended

Resource RequirementN/A

AuthorFitzsimmon et al

YearN/A

Edition/VolumeLastest edition

PublisherMc Graw Hill

ISBNN/A

Chapter/article titleN/A

Chapter/issueN/A

URLN/A

Other descriptionN/A

Source locationN/A

Career Ready

Career-focusedNo

Work-based learningNo

Self sourced or Uni sourcedN/A

Entire subject or partial subjectN/A

Total hours/days requiredN/A

Location of WBL activity (region)N/A

WBL addtional requirementsN/A

Graduate capabilities & intended learning outcomes

Graduate Capabilities

COMMUNICATION - Communicating and Influencing
DISCIPLINE KNOWLEDGE AND SKILLS
INQUIRY AND ANALYSIS - Creativity and Innovation
INQUIRY AND ANALYSIS - Critical Thinking and Problem Solving
INQUIRY AND ANALYSIS - Research and Evidence-Based Inquiry

Intended Learning Outcomes

01. Use sociological concepts and theories to effectively identify and exploit opportunities for service management improvement.
02. Use service management models to analyse a service industry scenario, critically evaluate the efficacy of current practices and design appropriate solutions.
03. Apply service management skills to common service industry scenarios and align service management processes with the strategic direction of the enterprise
04. Incorporate information technology into service management processes to increase efficiency and maximize enterprise capacity

Subject options

Select to view your study options…

Start date between: and    Key dates

Online (Didasko), 2020, Study block 1, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 2 - 13
One 3.00 h 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 10, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 41 - 52
One 3.00 h 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 11, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 45 - 0
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 45 to week 0 and delivered via online.

Assessments

Assessment elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 12, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 50 - 0
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 50 to week 0 and delivered via online.

Assessments

Assessment elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 2, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 6 - 17
One 3.00 h 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 4, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 15 - 26
One 3.00 h 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 5, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 19 - 30
One 3.00 h 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4

Online (Didasko), 2020, Study block 6, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 23 - 34
One 3.00 d 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 elementCommentsCategoryContributionHurdle% 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/AN/AN/ANo20 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/AN/AN/ANo15 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/AN/AN/ANo25 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/AN/AN/ANo40 SILO1, SILO2, SILO3, SILO4