Faculty of Business and Economics

Undergraduate - Unit

This unit entry is for students who completed this unit in 2012 only. For students planning to study the unit, please refer to the unit indexes in the the current edition of the Handbook. If you have any queries contact the managing faculty for your course or area of study.

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6 points, SCA Band 3, 0.125 EFTSL

Refer to the specific census and withdrawal dates for the semester(s) in which this unit is offered, or view unit timetables.

FacultyFaculty of Business and Economics
OfferedGippsland First semester 2012 (Day)
Coordinator(s)Mr Gareth Evans


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).


The learning goals associated with this unit are to:

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


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

Chief examiner(s)

Professor Ian McLoughlin

Contact hours

3 hours per week