最新糖心Vlog

MANAGEMT 7031 - Services and Operations Management

North Terrace Campus - Trimester 2 - 2014

Services and Operations Management addresses the design and management of effective and efficient systems for proper conveyance of services. In today's world of global competition and shrinking margins, the place and importance of successful service operations cannot be over-emphasized. Customers expect and demand, among other things, timely and correct deliveries, reliable logistical information, competitive prices, quick response to service calls, as well as friendly and collaborative behaviour, be it in the B2B and/or the B2C context. However, unlike manufacturing, services require a "co-production" activity to take place through the involvement of both the customer and the service-provider in a significant part of (and often throughout) the "realization" of any service. Whilst customer involvement in manufacturing is quite limited, it is often the opposite in services. Furthermore, services are not transferable, cannot be stored, and service operations have perishable capacity, to mention a few salient characteristics to keep in mind in designing service systems. Hence, service systems should be designed with careful consideration given to such unique characteristics that services have, also observing that, in services, quality, economy, satisfaction, and their interactions are heavily "people-centric" and subjective factors, posing particular difficulties in managing service systems, and identifying and/or measuring the effectiveness and efficiencies of service operations. This course provides a careful study of service operations from the point of view of designing and managing a system that is efficient and effective in the "realization" of the service deemed by its customer. In this connection, behavioural/psychological, quantitative, physical, physiological, technological, as well as evolutionary perspectives will be explored towards developing a clear understanding of service operations, and service systems, and how to improve them, and/or to build them better.

  • General Course Information
    Course Details
    Course Code MANAGEMT 7031
    Course Services and Operations Management
    Coordinating Unit Adelaide Business School
    Term Trimester 2
    Level Postgraduate Coursework
    Location/s North Terrace Campus
    Units 3
    Contact Up to 3 hours per week
    Prerequisites MANAGEMT 7086 & MANAGEMT 7100
    Assessment Exam/assignments/tests/tutorial work as prescribed at first lecture
    Course Staff

    Course Coordinator: Mr Max Zornada

    Max Zornada B.E. (Mech), Hons. M.B.A.

    Max is a Management Educator and Consultant with extensive experience teaching MBA, Executive Education (since 1993) and Management Development Seminars and as a hands-on practitioner, consulting to major corporations on issues related to the achievement of Operational Excellence, throughout 最新糖心Vlog, the US, Middle East, UK, Western Europe and Asia.

    Max Zornada is an Adjunct Lecturer in the 最新糖心Vlog of Adelaide Business School where he currently teaches the Operations Management and Business Performance Improvement in the MBA Program.  He has also taught Quality Management, E-Business, Project Management and Managing Innovation and Technology, and Statistical and Quantitative Analysis Subjects. He also delivers the Yellow Belt Advanced modules in the Professional Management Program and the Lean Six Sigma Yellow Belt Advanced, Green Belt and Black Belt Public Programs.

    He has presented the TQM and Data Analysis and Statistical Business Modelling subjects in the 最新糖心Vlogn Graduate School of Management's (AGSM), 最新糖心Vlog of New South Wales, Executive MBA. Max was a Visiting Professor in the MBA program at the Consorzio MIP at the Politecnico di Milano in Milan early in 1998, where he taught Business Process Reengineering.

    Max is also the Director of the 最新糖心Vlogn based Management Consulting and Education firm Henley Management Group. In this capacity he has presented many in-house Executive Programs for major corporations on Operational Excellence related topics such as Six Sigma, Lean Thinking, Lean Six Sigma, The Balanced Scorecard, Business Process Improvement, Project Management, Work Management both throughout 最新糖心Vlog and internationally in Asia, the US, UK, Italy and the Middle East.

    Prior to founding HMG, Max spent several years with the London based international management and technology consultancy PA Consulting Group, after holding various managerial and professional engineering positions in the chemicals processing and petrochemicals industry with Adelaide and Wallaroo Fertilisers, ICI and Santos.

    From his base in Adelaide, South 最新糖心Vlog, Max maintains an active local, 最新糖心Vlogn and International consulting and Management Education practice, with a focus on capital intensive (petrochemical, energy and chemicals) businesses, and back-office operations in financial services and services organisations. In recent years, a major focus of his consulting activity has been Lean Six Sigma and Process Improvement implementation in Aerospace, Mining and Insurance industry contexts.

     

    Max Zornada may be contacted at

    The 最新糖心Vlog of Adelaide Business School

    Level 10 10 Pultney Street, Adelaide, 5005, South 最新糖心Vlog.

    Tel: +61 8 8303 5525/ Fax: +61 8 8223 4782.

    Email: max.zornada@adelaide.edu.au

    Office Location: Room 10.44, 10 Pulteney Street

    Course Timetable

    The full timetable of all activities for this course can be accessed from .

  • Learning Outcomes
    Course Learning Outcomes
     The objectives of this subject are to provide students with:
    1. An overview of Service and Operations Management as management function in general.
    2. An understanding of the impact Operational Capability has on decision making and options in Business Strategy and the linkage to Operations Strategy.
    3. An understanding of the different types of operations process types on which operational capability can be based and the strategic implications of the process choice decision.
    4. An understanding of the relationship between Business Strategy, Operations Strategy, Process Type, Organisation and Control 最新糖心Vlog the impacts these have on managerial decision making and choices.
    5. An understanding of the key operations strategy factors addressed in points 2-4 specifically applied to Service Operations.
    6. Knowledge and understanding of the key operational levers that can be applied to the management of service operations and the proactive management of customer experience.
    7. Knowledge and understanding of how an operations strategy is implemented, including facility location, process design and process layout decisions.
    8. Knowledge and skills in the application of key operations strategy implementation tools and techniques including work and time analysis, development of standard times, development of process layout and assembly line balancing.
    9. An appreciation of the role of strategic operations planning and skill in constructing and optimising a strategic operations plan.
    10. An appreciation of the key inventory and materials management techniques applied in operations including independent demand methods (EOQ) and dependent demand methods (MPR, MRP II and ERP);
    11. An appreciation of the role of IT systems such as MRP II and ERP in operations.
    12. Knowledge and skills required to determine and optimal inventory management policy.
    13. Knowledge and skills in the application of key operations scheduling methods to various types of processes.
    14. An understanding of Lean Thinking, concepts, tools and techniques including Toyota Production System concepts/Just in Time manufacturing.
    15. Knowledge and understanding of the application of strategic and value based approaches to procurement.
    16. Knowledge and understanding of key issues pertaining to Supply Chain Management, including the “Bull Whip Effect”
    17. Knowledge and understanding of key concepts, tools and techniques pertaining to the management of transaction based service processes.
    18. Knowledge, understanding and skills in the development of an Acceptance Sampling based Quality Control strategy.
    19. An overview and appreciation of statistical process control.
    20. An overview and appreciation of approaches to improving business performance through operations.

    最新糖心Vlog Graduate Attributes

    This course will provide students with an opportunity to develop the Graduate Attribute(s) specified below:

    最新糖心Vlog Graduate Attribute Course Learning Outcome(s)
    Knowledge and understanding of the content and techniques of a chosen discipline at advanced levels that are internationally recognised. Objectives 1-20
    The ability to locate, analyse, evaluate and synthesise information from a wide variety of sources in a planned and timely manner. Objectives 4, 5, 6, 8, 9, 10,11, 12, 13, 16, 17
    An ability to apply effective, creative and innovative solutions, both independently and cooperatively, to current and future problems. Objectives 4, 5, 6, 8, 9, 10,11, 12, 13, 16, 17, 20
    Skills of a high order in interpersonal understanding, teamwork and communication. Objectives 4, 5, 6, 8, 12, 13, 17, 18
    A proficiency in the appropriate use of contemporary technologies. Objectives 1-20
    A commitment to continuous learning and the capacity to maintain intellectual curiosity throughout life. Objectives 1-5, 7, 8, 10,11,14, 16, 17, 20
    A commitment to the highest standards of professional endeavour and the ability to take a leadership role in the community. Objectives 1-5, 7, 8, 10,11,14, 16, 17, 20
    An awareness of ethical, social and cultural issues within a global context and their importance in the exercise of professional skills and responsibilities. Objectives 1-7, 16, 17, 20
  • Learning Resources
    Required Resources

            The text for this course is:

     Slack, Nigel., Chambers, Stuart., Johnston, Robert and Betts, Alan., Operations and Process Management, Principles and Practices for Strategic Impact, 2nd Edition, FT Prentice Hall, 2009. (or later edition if available)

    Optional additional supplementary reading:

    Goldratt, Eliyahu M. and Cox, Jeff. The Goal, Gower, (latest available edition)

     

    Recommended Resources
    Not applicable.
    Online Learning

    Powerpoint slides and additional resources in the form of spreadsheet models, additional readings and worksheets in support of the lecture session activities during the intensive sessions will be made available for download in softcopy from myUni.

  • Learning & Teaching Activities
    Learning & Teaching Modes

    No information currently available.

    Workload

    No information currently available.

    Learning Activities Summary

    No information currently available.

  • Assessment

    The 最新糖心Vlog's policy on Assessment for Coursework Programs is based on the following four principles:

    1. Assessment must encourage and reinforce learning.
    2. Assessment must enable robust and fair judgements about student performance.
    3. Assessment practices must be fair and equitable to students and give them the opportunity to demonstrate what they have learned.
    4. Assessment must maintain academic standards.

    Assessment Summary

    No information currently available.

    Assessment Detail

    No information currently available.

    Submission

    No information currently available.

    Course Grading

    Grades for your performance in this course will be awarded in accordance with the following scheme:

    M10 (Coursework Mark Scheme)
    Grade Mark Description
    FNS   Fail No Submission
    F 1-49 Fail
    P 50-64 Pass
    C 65-74 Credit
    D 75-84 Distinction
    HD 85-100 High Distinction
    CN   Continuing
    NFE   No Formal Examination
    RP   Result Pending

    Further details of the grades/results can be obtained from Examinations.

    Grade Descriptors are available which provide a general guide to the standard of work that is expected at each grade level. More information at Assessment for Coursework Programs.

    Final results for this course will be made available through .

  • Student Feedback

    The 最新糖心Vlog places a high priority on approaches to learning and teaching that enhance the student experience. Feedback is sought from students in a variety of ways including on-going engagement with staff, the use of online discussion boards and the use of Student Experience of Learning and Teaching (SELT) surveys as well as GOS surveys and Program reviews.

    SELTs are an important source of information to inform individual teaching practice, decisions about teaching duties, and course and program curriculum design. They enable the 最新糖心Vlog to assess how effectively its learning environments and teaching practices facilitate student engagement and learning outcomes. Under the current SELT Policy (http://www.adelaide.edu.au/policies/101/) course SELTs are mandated and must be conducted at the conclusion of each term/semester/trimester for every course offering. Feedback on issues raised through course SELT surveys is made available to enrolled students through various resources (e.g. MyUni). In addition aggregated course SELT data is available.

  • Student Support
  • Policies & Guidelines
  • Fraud Awareness

    Students are reminded that in order to maintain the academic integrity of all programs and courses, the university has a zero-tolerance approach to students offering money or significant value goods or services to any staff member who is involved in their teaching or assessment. Students offering lecturers or tutors or professional staff anything more than a small token of appreciation is totally unacceptable, in any circumstances. Staff members are obliged to report all such incidents to their supervisor/manager, who will refer them for action under the university's student鈥檚 disciplinary procedures.

The 最新糖心Vlog of Adelaide is committed to regular reviews of the courses and programs it offers to students. The 最新糖心Vlog of Adelaide therefore reserves the right to discontinue or vary programs and courses without notice. Please read the important information contained in the disclaimer.