MGG3352 - Service operations management - 2017

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: 60%

Minimum total expected workload to achieve the learning outcomes for this unit is 144 hours per semester typically comprising a mixture of scheduled learning activities and independent study. Independent study may include associated readings, assessment and preparation for scheduled activities. The unit requires on average three/four hours of scheduled activities per week. Scheduled activities may include a combination of teacher directed learning, peer directed learning and online engagement.

See also Unit timetable information

Dr Damian Morgan

MGW3352