2572015 \, Worldly ‘current students | Unit guides Unit guides Pee en ean recent mercer Desidn uniersty Faculty of Since, Engineering ana Bulk Environment ‘SIT794, Services Management 2013 Trimester 2 Unit Guide ‘hunt guides applicable or the yor and teaching pared specied above on Contents: © achieving aoa 2 howialean lint + uurperas i 1 resis lathedknowadse and ils 1 Desk arate lari outcomes © fescing aman 2 leamuna mations fk “ + assesauent 5 Aiieos alma 1 esried gelor commanded txts Ths Une Guleeexpins the aims ofthe unt, escbes the assessment requirements ane gues deais about the teacing ne iaringsrateates usd ine dlvery 511794 Sarviens Management Yu should alvays read "5 UNE Cus Fes and check I requent when prsaring to sty or evbarkingon assignment wor Viekome to 511794 IT Serves Vanapement a nie developed ncalaboratin we 15M, Tis unit forms par of he T Serves spedalom within tie Mastaretnermaten Technobay deaf, ana Gan ebetve stay ‘or students undertaking postgrciaceoeprees mn ceheraseplns, sing Mastrs evel un I expat stunts to manage their own laming trl ses heb 35 require. I expt on-arus ‘isnt to attend al cures and merahogs td be sive partipats contig techs ecuasons. expe ppofesonal behav tallies and requ student to rte (Enaluh) a language opproprits to business budence ‘The SIT794 wobste canbe accessed Wa ChudDeakin and provid the information you nee te complete tls unit Sucessuny, You fest ase shut be to famiarea yours with the wabste andthe organisation othe unt raters Bocause ths ata 2 rare sto, ts contents wilchange as we progress thrugh ta tester, You Wil ead to cReck tha ste regular, Fou nave any queries lease dont hestate to contact me hope you fn ths unt enjoyable useful and chatengina ith bes wiebes Dr uy Wood-Bradiey nips deakin edu aucurrert-studensuiigudes/UnitGuidephp?year=20138semester=TRI-28unt=SIT794 162572015 Unit guides Achieving goals How sould stucents approach soy thie unt? Atend and acter parc nal Ictures and workenop. Stents fre'srongy aowens to wok consiterahy ring te estroge forthe ketes Se werk wth proses ng [Rip tha mportane tt you stable» ering etware wit your sates this ani dentying recent tends in the ICT sctor trough newspaper aces rom I suoplements and idnttying sues eng tosarles management wil rovice a god strana pot sacktotn sak to top Unit chair ‘6 Woot rocky ack tot Prerequisite sacktotn Contact hours 11 our lecture per week, 12 hour workshop per Weck sacktotm Ghecar [brew Woot oradiey 1.4 Burwood) __ pep Prone 5925 17455 7 "Sant canon” orm i GoudDaaka, VE ay oe Eentaet me: [uring cansutaton house ame Val Please cick on the uns ChudDeakin ste, and ako an my offen doe [> Gy woos baci cholo inforson Technolay poss [Faulty of Seance, Engineering and Bulk Enveonment (tres: bean Unversty 21 Burwood Fighway Burwood vie 3125 sacktotn unre beranis croton “Te arowtn and sobalsation af services eques 2 ratnink of serves management sates, Tis units the coerstone Une of tre Serves specalem ane inveduces an intr-ascpnar spteac to sevens mananemet ang the fevebyenent of ve eneel sy routed to succand na serves economy. Sudan wil eveoy an uncrstanding of the senca” of serves wih topes sdiresad ncn the role fseriesin the economy, the neuro sesee a8 te vc statey. The dean tne monogoment ef serve enterprise ond sordca operation recovered with porter Snahesis an vel of technology aurvins snd serves aneprnurship In sadn cpachy laning ona cine ‘modes andthe management o clpacy, demand and wating Ines willbe dacuesed. Tis unt ae to bing gether {go workin computer scence, operations reoa'ch, business satay, Management soances and sacal and cognitive Scleees are wince detated case tues and elvan theoretcal pateoetvesncling ve latest developments ack toto About this unit ‘Te pessoal services inausty estimated o be between 70-60% af most waster ecnamies" GOP. The continues (rom of reserves nasty has rated the need fr ergansatons to rear emaloyees with Knoedge of Oe sevice Economy and te sks and attbuts regula Yr srvices management, Serves Wanapemont brings together ongoing work n computer sclence, operations researc, Industral engineering, business sategy, management scence, sacl and cogntve sence, an legal ones to evel hese regres in & evened economy, Te unt wl cide detaied tar aude, and rvant these perspectives ncaing te tes, ‘hvebpments in serve sence, Being a Masters evel une, thar a ret dea of espa aced on each student Lo manage the on learning. ti Imperative that stents reac way, outside of te tocbook ahd Unk material proved, to devon & bread aparedation of fuente ssues in projec: management. Gver the nature of te subject, the unt wllexsose students fo many Susness Sepleabons of setvens nanagemort aaring om real ass of slcessfl and nsccatstl sarees management a5 wall Soxcrangng cas wth poers = an inpotant aspect of developing a wsler Understanding of the suet. ck to tan Previously learned knowledge and silt ‘Tee are no pre-equstes to undertaking tis un sacktotn np. deakin edu aucurrert-studens/uiigudes/UnitGuidephp?year=20138semester=TR-28unt= SIT 7942572015 Unit guides Nie Trius amet + Prove a mukisscptnary overview of profession serves and in prt, enabled services; 1 Davetop on uncerstanding ofthe eective management of sevice opaiatons {recs the necesary tole and understanding to manage servic busses, 1 dress the sues ofthe dai a dnlvery of sev 1 Prove an apprecaon of tha marin, oransaiael and satepc sues eatin to Serves management: aod 1 Develop ste ana atrbutes req by tha series nasty. sack toto Unie Learning outcomes 1. Understand the importance of senvcas forthe economy ane aprecit the at of gronth of tre aba pessoal Services Indust 2, Understand no the mukiascolnary feof computer scence, engineering operation ressrch communication Sndmanagement come together arte Seip of Series Scene, Management and Empneeing that enales HManagemant and Engiesrg and azorecata the nead to kas abrasto veeerch and development ti fast growing dscotne ares 4, Undarstana he specie tend of academe, orfessona and gan sis reseed for servic management 5 Understand now fo improve service sytem, Barely those vowed comolx T-anadieg business business feraces or 6. Understand thea, eal ane pofessional sues resting servens management cto ton Deakin graduate learning outcomes Deakin Graduate earning Outcomes descbe the knowledge ane captives graduates have acuved and are ee to 20h re'demonstate sche comphtion othr cosa, Iney cna of steamers specie to a prscube dacipke professor ‘sc wella ranserble gone outcomes thor al graduates shoul nave aaues respecte of he deeper, {faming outcomes are not conned tothe Knonisge and te acqred within urs, but ae seneporats thes thal $ludents tring nih Cherm upon entry tthe course ansatert withthe Austalon Queifatan Framework ptnays paly, Deakins courses are dusgnes to anure that stucens develop systematic know ge ad understancng ote Spline or chosen oreesion appropiate fo the velo stacy. They af spetes athe couse lvel mapped ts couse emporents ane ate esesed In pratessonaly-aredtd outs, csole-spece hetring comes may be defined 9 Barby te atevant pesessinal ay ‘The table below indcates wich Genin Graduate Learmng Outcomes are taht, paced andor asassed win ths un. [Sbmingaateames thot have no xs asia towne are important ut are nok a key ps thu DDEAKIN GRADUATE LEARNING OUTCOMES fraught prectised Assessed 1 Peco pectic Rowindpe and cpabiio: repimeta eT Ly | 1p [eemmuntcetion: vag orl, writen ana nterparonal communion Te RF, ly ate and efet cman ge Theraey: using techaoboes (ond uae ad axornake HTRST iz teal thisking: evaluating nforation using cal and enaltial thinking nd fuse Vv [Problem solving! eating slutans Yo AUTRE [al worl and Washed) POON elfmanagement:woreng andiearing ndependenty, and taking responsi or ronal ene [Feamovork:worlna and Raving win hers Fam afar Gacipiner and , ecru &p|etobetcizenahip: enazang aicaly and poducivay the wofesonal conta Ir ndwih dveeeconmunites and cutee ha glbal conte saktotap ‘Teaching reaemap [Weak Week Commencing] opie Inked Asroasment ‘ inerosacion othe Un pea (Asnment 2) mo facia asowee fre aspen 2 aay [ine neture of Servins fe (esonment 3 pe (sent 2) 5 2. Serves Svateoy et (sent 2) jet (ssn ment 2) omen pet (senmant 2) her sec nab pros (nena 3 ke Monday 12 = Sunday 18 August 2013. 5 [19 Anat [eemalosynsevins {526 pagent [Sorvee Quy ord iroverent Pree spent 2) (7 Sepear fv Service Enenuntor Fries serene?) &__Sseptenser__|Susporing Feahty and Sas Fons Prose ASnment 2) 36 sexerber——_anapng Capacty and Demand Project (ssenment2) [Seven Supp Rebrensige | fi 30 Sete Farecsing Denog rset) abe a | ‘Say Pavia: NoNGhy T= Wesherdny Fé Oaibar OIE — np. deakin edu aucurrert-studensuiigudes/UnitGuidephp?year=20138semester=TR-28unt= SIT 7942572015 Unit guides {Examination Period: Thursday 17 October = Friday 25 October 2013 ‘Teaching methods “Tis unit or stucent ovale na Matar degre. Ae such, pleas 9 numberof esgonibtie on stocets Intend of Inge quantities of fetal nfrmatin, th un dels wth concept, techs, aly, ana oamin. Much aur tearing wile searected usng te techniques desctbed prevauly. hs webte hasbeen crested to ead you through ts pros. ty rol ft be your mentor inthis unt nd factate your Kamina. On carpus stucents havethree hours of contact me Dar maok fora eetoacechss whch conse of leur and werkenep/utoral In aedten tos, stents are Foaulred to spend t hast si hours per week on reading, presoring or the warshoos ane eamoltng compute 346, Tetures wit requ you to have compbted the reins rt the cls. Your espnsibty to ke up to date, ‘The workshops ate designed to encourage stucnts to cscuss curtent ses, exchange ideas and debate issues. These Woreshops wil ae Rep stants to develo» peat network Snudent evaluation weleome students feedback onan sageing bass ~ plese don was ithe endo imestr to save formal feedback. sys theye piste trend ey ee you seen hunk an eave a eves hat ‘The SETU teecck tr ths unk has ben gute poleve, The avrage score for hi uni’on the SETY survey i 45/5.00 ASSESSMENT ato ta Assessmentoverview Proje S08, examination 50% reauate Learning ‘Ourcama(s) (eater) aor Earning Lor- serve [etiuings_anoserent rogading/aen’ ond entne pao2- oa alata signment 1 20%) o =" Pre ain oftisassgnmentis to undastana pyntheseing [service ie nature ctsurvces and the saves starchfor novel Etrteoy ematoyecby succestutservees fase tudes rceuitng red entarprbe wih ecu on mnovaton FS. re servis attarentinton, Thee” nesronatng | oa hesanment 1~ _|fndwauat ease ange fr eal BELO 3 1926.9 Som esearch rejet 50% es signrent 2 (30%) ae pment 2—_Thessn of tis assignment is ta apo your PLO rodcing and hasessng the Eatvenng orl 7 @ Sem AEDT nderstanng ae rue endnatarear Aassngshe elven or eves tote development of successful Fervee concept and serve deivery satay. fo Sues recompus stents wiempie this Benton Bch 7 = pesanmentin groupe of, Oeamous orang agente se rare to copie resentation rau an content. having Iva pews, Los-_ Gmpin thee commer own ess friar. improve forves to Sst there ToT ira ana Fortere sarang he Berna an o2-—— Grensanaing Wevaking jivsrmcs, forces, froth end c.02 rene pu deakin edu aucurrert-studentsuiigudes/UnitGuidephp?year=2013semester=TR-28unt= SIT 7942572015 Unit guides fohe Sarees by Sootene one Se Interpreting ean and Feschina vals Conclusions baos- Rebting one fpo¥ing| fences ana sacktotop [Assignment submission Al assignments submits should follow the assignment submission structions forthe specie assossment task Those Insructons wil be pastes on ousdeoan sacktomn LEARNING RESOURCES. ck toto ‘Unit materials Lecture nots and Echo leur recordings willbe made avaable through CloueDeakn, sacktotn Prescribed and/or recommended texts 1 2: Ftasinmans, M.Flusimmons and 5. Bordo, Service Management - Operations, Sateay, normation Feennotay lon Eg, McGrew Textbooks, reference books, general books and sftware may bearers from the bookshop: hone 1800 696 683 (roca; sacktoton Reference books ‘sutable reference boks fr this unit icles 1 Senice peraons Management (2nd edtion) Season and Clark, Prentice Mal, 2005 1 Slee tvs Operators Minoan, Ros Hers, Rt it, Meee Plan, amen 1 Understanding Service Businesses: AppWving Prncinles ofthe Unified Services Theory 1 Managing Services Using Teennobay to Create Vale by Ware Davi ana Janel Henke 1 Mandiaok of Seneca Workeeng and Management by Onan lesb 1 Intomatione! aural of Serve Inaustry Management 1 The Serie Indus Dour! 1 Meaing Serves Quatty + Rint anes a opwatans Haagen sackto top np deakin edu aucurret students uiigudes/UnitGuidephp?year=2013semester=TR-28unt= SIT 7942572015 Unit guides es ean (36) [IEE en) sous mmnnyncnmenncne 5808 ‘Access Deakin on campus Seaton rr Scholarships Stratepe Restorcn _Adminstatve divsions Getting to Senn aa Howto apa ced rary ur ampuses Frese sucyoptons Resenrcrdesrees —inrernatonalactias_Conarence centre euity and access SAONS or InY pac nd secunty ecommedation| eames Emergency information {ing to Deakin connect tor Foscacey ean very aac te aia les of a ams es np. deakin edu aucurrent students /uiigudes/UnitGuidephp?year=20138semester=TRI-28unt=SIT794