MGW3352

Service operations management

(BUS)

Berwick: TBA; Gippsland, OCDL: Ms Alison Dean

6 points + 3-hour lecture/tutorial per week + OCDL, approximately 12 hours per week + Gippsland, OCDL, first semester + Berwick, second semester + Prerequisite: MGW1010 or equivalent + Prohibitions: MGB3352, MGG3352

Synopsis: An introduction to the service concept, service operations management and the role of operations in business strategy. Management processes and systems are introduced to cover structuring the service enterprise (the service delivery system, facility location and layout), and managing service operations (quality and productivity, queueing, facilitating goods, capacity and demand).

Assessment: Two assignments: 50% + Examination: 50%