MGW3352 - Service operations management

Leader: Dr Andrew O'Loughlin

Offered

Gippsland First semester 2007 (Day)
Gippsland First semester 2007 (Off-campus)
Hong Kong First semester 2007 (Off-campus)
Singapore First semester 2007 (Off-campus)

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).

Objectives

The learning objectives of this unit are to:

• understand the role of service operations and its relationship with other organisational functions;
• provide the necessary skills to be able to examine the various approaches to service operations management;
• develop an understanding of service operations productivity; its measurement and relationship with other operational functions;
• demonstrate the importance, and interrelatedness of the relationship between service and manufacturing operations management;
• relate management theory with practice.

Assessment

On-campus and off-campus: Individual assignment (2500 words): 20%
Individual assignment (2500 words): 20%
Examination (3 hours): 60%

Contact hours

3 hours class contact

Prerequisites

MGW1010