bus3svx service management
SERVICE MANAGEMENT
BUS3SVX
2020
Credit points: 15
Subject outline
Services play an important role in the global economy, prompting an increasing demand for professionals with service management skills and knowledge. This subject will provide you with an understanding of the intricacies and novel characteristics of the service industry. You will learn about the evolving nature of the service industry and experience economy and be able to design and present competitive service strategies that support an organisation's competitive strategy. The subject also focuses on developing practical service management skills, such as creation of service supply relationships, management of capacity versus demand, manipulation of waiting lines through implementation of queuing models and efficient management of service inventory. Beyond the sociological theories that underpin service management, the subject highlights the importance of information technology in achieving service management advantage.
SchoolLa Trobe Business School (Pre 2022)
Credit points15
Subject Co-ordinatorMalliga Marimuthu
Available to Study Abroad/Exchange StudentsYes
Subject year levelYear Level 3 - UG
Available as ElectiveNo
Learning ActivitiesN/A
Capstone subjectNo
Subject particulars
Subject rules
Prerequisites Student must be admitted into one of the following courses: LBAB, LBABM, LBABK
Co-requisitesN/A
Incompatible subjectsN/A
Equivalent subjectsN/A
Quota Management StrategyN/A
Quota-conditions or rulesN/A
Special conditionsN/A
Minimum credit point requirementN/A
Assumed knowledgeN/A
Learning resources
Service Management: Operations, Strategy, Information Technology
Resource TypeBook
Resource RequirementRecommended
AuthorFitzsimmon et al
YearN/A
Edition/VolumeLastest edition
PublisherMc Graw Hill
ISBNN/A
Chapter/article titleN/A
Chapter/issueN/A
URLN/A
Other descriptionN/A
Source locationN/A
Service Management Learner Resource
Resource TypeOther resource
Resource RequirementPrescribed
AuthorDidasko Digital
Year2019
Edition/VolumeN/A
PublisherDidasko Group
ISBNN/A
Chapter/article titleN/A
Chapter/issueN/A
URLN/A
Other descriptionN/A
Source locationN/A
Career Ready
Career-focusedNo
Work-based learningNo
Self sourced or Uni sourcedN/A
Entire subject or partial subjectN/A
Total hours/days requiredN/A
Location of WBL activity (region)N/A
WBL addtional requirementsN/A
Graduate capabilities & intended learning outcomes
Graduate Capabilities
Intended Learning Outcomes
Subject options
Select to view your study options…
Online (Didasko), 2020, Study block 1, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 2 - 13
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 2 to week 13 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 10, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 41 - 52
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 41 to week 52 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 2, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 6 - 17
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 6 to week 17 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 4, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 15 - 26
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 15 to week 26 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 5, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 19 - 30
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 19 to week 30 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |
Online (Didasko), 2020, Study block 6, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 23 - 34
One 3.00 days unscheduled online class per week on any day including weekend during the day from week 23 to week 34 and delivered via online.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Four individual exercises (Equivalent to 500 words)Four individual assessments (each weighted at 5% and equivalent to 125 words) present students with common service scenarios to address/solve using skills gained in select Excel tutorials | N/A | N/A | No | 20 | SILO2, SILO3 |
Feasibility Report (500 words)This assessment requires students to identify a real-life opportunity to improve service management processes. Students present a feasibility report to justify further business investment. | N/A | N/A | No | 15 | SILO1 |
Individual presentation (Equivalent to 1,000 words)This assessment requires students to reflect on feedback gathered from the feasibility report and respond orally to any key challenges identified. The presentation acts as an opportunity to improve the scope and content of the final business report. | N/A | N/A | No | 25 | SILO1, SILO2, SILO3 |
Business report (2,000 words)This assessment requires students to research and build on feedback discussed in their feasibility report/presentation. Students demonstrate the application of service management models/skills to exploit the chosen opportunity. | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO4 |