Monash University Handbook 2010 Undergraduate - Unit

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, queuing, facilitating goods, capacity and demand).

Objectives

The learning goals associated with this unit are to:

• explain 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 operationl functions
• demonstrate the importance and interrelatedness of the relationship between service and manufacturing operations management
• relate management theory with practice.

Assessment

Within semester assessment: 40%
Examination (3 hours): 60%

Chief examiner(s)

Anura Amarasena

Contact hours

3 hours per week