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Service Management and Innovation (ISYS90087)
Graduate courseworkPoints: 12.5Not available in 2022
From 2023 most subjects will be taught on campus only with flexible options limited to a select number of postgraduate programs and individual subjects.
To learn more, visit COVID-19 course and subject delivery.
Overview
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AIM
The Australian economy, as well as the economies of all industrialized nations, comprise primarily of service jobs. There has been a tremendous global growth in the service sector during the last 30 years, and even those industries that once thought of themselves as strictly product oriented, are now realizing that they too can have an important service component. Consequently, industry demand for prospective employees who understand how to manage and innovate in service has risen substantially, and students graduating from the Melbourne School of Engineering will most likely work in the service sector, for example as IT consultants.
Upon completing this subject, you will be able to have an informed conversation about the nature of service, and possess new skills that help you to succeed in the workforce you are about to enter. You will learn what service is, why it is different, and why it is important. The subject will explore how to measure and manage service performance and to create service innovations. It will help you to understand service from a variety of perspectives – including social sciences, engineering, and others.
The subject will draw on readings of current articles and, of course, your own experiences as service customers. Another element of the subject is an online service operations management simulation known as LINKS. You and your team will manage a virtual service company, competing with others in the class. In addition, there will be an applied service innovation project that requires you to develop a new service from scratch.
Intended learning outcomes
INTENDED LEARNING OUTCOMES (ILOs)
After completing the subject, students should be able to:
- Define ‘service’, understand why it is important, and how the field of service science is changing research and practice
- Model service operations and processes
- Apply service innovation concepts and methods to design new service experiences
- Analyse, explain and illustrate how and why service firms operate through ICT
- Use professional language and terminology in writing and speaking that is consistent with the discipline of service science
Generic skills
Students should have honed generic skills such as:
- Clear thinking
- Improved reading and writing
- Enhanced ability to work in a team
- Presentation skills
Last updated: 12 November 2022
Eligibility and requirements
Prerequisites
Completion of a minimum of 50 credit points of study.
Enrolment into this subject is based on academic merit. Students applying to complete this subject will be ranked based on their overall average mark. Students must seek permission to enrol from the subject coordinator. The subject has a quota of 50.
Corequisites
None
Non-allowed subjects
None
Inherent requirements (core participation requirements)
The University of Melbourne is committed to providing students with reasonable adjustments to assessment and participation under the Disability Standards for Education (2005), and the Assessment and Results Policy (MPF1326). Students are expected to meet the core participation requirements for their course. These can be viewed under Entry and Participation Requirements for the course outlines in the Handbook.
Further details on how to seek academic adjustments can be found on the Student Equity and Disability Support website: http://services.unimelb.edu.au/student-equity/home
Last updated: 12 November 2022
Assessment
Description | Timing | Percentage |
---|---|---|
Competitive quantitative score obtained via online service simulation – group project (4-5 members). Requires approximately 30hrs of work throughout the semester. Addresses Intended Learning Outcomes (ILOs) 2, 3, 4
| End of the teaching period | 20% |
Critical written reflection about rationale behind decisions made in online service simulation after each decision period (400 words). Group project (4-5 members). Requires approximately 10hrs of work throughout the semester assessed throughout the semester. Addresses ILOs 2,3, 4
| Throughout the teaching period | 5% |
Class quizzes (#4) based on readings. Individual assessment. Requires approximately 10hrs of work, including preparation. Addresses ILOs 1, 2, 3, 4
| Throughout the teaching period | 5% |
Service innovation project presentation. Group project (4-5 members). Requires approximately 30hrs of work, including class time. Addresses ILOs 2, 3, 4
| End of the teaching period | 20% |
One examination - individual assessment, requires approximately 80hrs of work, including preparation. Addresses ILO 1-5
| During the examination period | 50% |
Last updated: 12 November 2022
Dates & times
Not available in 2022
Time commitment details
200 hours
Last updated: 12 November 2022
Further information
- Texts
Prescribed texts
There are no specifically prescribed or recommended texts for this subject.
- Subject notes
This subject has a quota of 50
- Related Handbook entries
This subject contributes to the following:
Type Name Course Doctor of Philosophy - Engineering Course Master of Philosophy - Engineering - Available through the Community Access Program
About the Community Access Program (CAP)
This subject is available through the Community Access Program (also called Single Subject Studies) which allows you to enrol in single subjects offered by the University of Melbourne, without the commitment required to complete a whole degree.
Entry requirements including prerequisites may apply. Please refer to the CAP applications page for further information.
Additional information for this subject
Subject coordinator approval required
- Available to Study Abroad and/or Study Exchange Students
This subject is available to students studying at the University from eligible overseas institutions on exchange and study abroad. Students are required to satisfy any listed requirements, such as pre- and co-requisites, for enrolment in the subject.
Last updated: 12 November 2022