Service Operations Management
UNIT GUIDE 2011
STUDY PERIOD 1
Unit Coordinator: Dr Anura Amarasena
Faculty Policy on Plagiarism
Plagiarism is the use of another person’s work or idea as if it were your own. The other person may be an author, critic, lecturer or another student. When it is desirable or necessary to use another person’s material, take care to include appropriate references and attribution – do not pretend the ideas are your own. Be sure not to plagiarise inadvertently. Plagiarism may lead to expulsion. The University policy on ‘Collusion, Collaboration, Plagiarism and Cheating’ can be viewed at: http://www.buseco.monash.edu.au/Faculty/Pubs/Qmanual/q-plagiarism.html and/or
Dr Andrew O’Loughlin for the Department of Management
Monash University, 3842
Dr Anura Amarasena for the Department of Management,
Monash University, 3842
Produced and Published by:
Faculty of Business and Economics
Churchill, Victoria, Australia, 3842
First Published August 2010
Revised & Printed: February: February 2011
© Copyright 2010
NOT FOR RESALE. All materials produced for this course of study are protected by copyright. Monash students are permitted to use these materials for personal study and research only, as permitted under the Copyright Act. Use of these materials for any other purposes, including copying or resale may infringe copyright unless written permission has been obtained from the copyright owners. Enquiries should be made to the publisher.
The Faculty of Business and Economics comprises the departments of Accounting and Finance, Business Law and Taxation, Econometrics and Business Statistics, Economics, Management, and Marketing, and it is represented on five of the University’s campuses in Victoria – Berwick, Caulfield, Clayton, Gippsland and Peninsula – at the Monash Malaysia campus in Kuala Lumpur, and at other overseas locations, particularly in Asia.
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1.Service Operations Management4
7.Teaching and learning method5
10.Texts and resources12
11.Policies and procedures15
12.Assignment 1 and Marking Schedule18
13.Assignment 2 and Marking Schedule22
14.General comments about the exam26
15.Sample exam paper27
1.Service Operations Management
Welcome to MAN33: Service Operations Management. The objective of this unit is to develop knowledge of the diversity of processes and systems available to service operations managers and to equip you with the necessary tools and skills to assist you improve workplace productivity. The unit builds on elementary marketing concepts and previous studies of management theory by emphasising the differences between service and manufacturing activities, and the consequent organisational implications. 2.Study Programme...