INFS5872-Term 1 Course Outline PDF

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UNSW Business School Course Outline

INFS5872 Service and Quality Management - 2020 Study Level Postgraduate

Term Term 1

business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

UOC 6 Units of Credit

Location On Campus

School Info Systems & Tech Mgmt

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1. Course Details Summary of Course This course introduces the key concepts in managing service organisations and their operations. The focus is on creating value and customer satisfaction. This course covers in-depth discussions of services, value creations, service strategy, and the issues related to the development of a service system. This course also addresses topics crucial to effectively and efficiently operating a service system, such as managing capacity and demand, and service quality management.

Teaching Times and Locations Please note that teaching times and locations are subject to change.Students are strongly advised to refer to the Class Timetable website for the most up-to-date teaching times and locations. View course timetable

Course Policies & Support The Business School expects that you are familiar with the contents of this course outline and the UNSW and Business School learning expectations, rules, policies and support services as listed below: Program Learning Outcomes Academic Integrity and Plagiarism Student Responsibilities and Conduct Special Consideration Protocol for Viewing Final Exam Scripts Student Learning Support Services Further information is provided in the Assessment and Policies and Support sections. Students may not circulate or post online any course materials such as handouts, exams, syllabus or similar resources from their courses without the written permission of their instructor.

Course Aims and Relationship to Other Courses This course explores the dimensions of successful service firms, which represent the fastest-growing sector of the economy. It prepares students for enlightened management and suggests creative entrepreneurial opportunities. Outstanding service operations are managed differently than production operations that manufacture physical goods. Actions are based on totally different assumptions about the way success is achieved. The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. This course will study service management from an integrated viewpoint with a focus on customer satisfaction. The material will integrate operations, marketing, strategy, information technology and organizational issues. Finally, because the service sector is the fastest-growing sector of the economy, business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

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this course is intended to help students discover entrepreneurial opportunities. Overall the course aims are: To develop knowledge of the operations of successful service firms that can be benchmarks for future management practice. To develop knowledge of the "state of the art" of process management of service firms and the opportunities that information technology can have for enhancing their competitiveness. To develop knowledge of the organizational significance of managing the service encounter to achieve internal and external customer satisfaction. To develop knowledge about how processes work in service firms and how to analyse processes in terms of process capacity, utilisation and bottleneck; and furthermore, how to manage process variability. To appreciate the entrepreneurial opportunities in services. To enhance communication, reflection and teamwork skills.

Student Learning Outcomes The Course Learning Outcomes (CLOs) are what you should be able to demonstrate by the end of this course, if you participate fully in learning activities and successfully complete the assessment items. CLOs also contribute to your achievement of the Program Learning Outcomes (PLOs), which are developed across the duration of a program for all coursework students in the Business School. More information on PLOs is available under Policies and Support . PLOs are, in turn, directly linked to UNSW graduate capabilities and the aspiration to develop “globally focussed graduates who are rigorous scholars, capable of leadership and professional practice in an international community”. The following table shows how the CLOs for this course relate to the overall PLOs and indicates where each CLO and PLO is assessed:

Course Learning Outcomes

Program Learning Outcomes

On successful completion of the course, you should be able to:

This course helps you to This learning outcome will be develop the following assessed in the following Program Learning items: Outcomes:

Describe key characteristics and management principles of different types of service operations systems.

Analyse process flows of a service firm in terms of process capacity, utilisation and bottleneck. Explain the strategies for managing service capacity and demand, including customer waiting. Explain major philosophies behind the business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

Course Assessment Item

PLO 1: Business knowledge

Homework Project Final Exam

PLO 1: Business knowledge PLO 2: Problem solving

Homework Project Final Exam

PLO 1: Business knowledge

Homework Project Final Exam

PLO 1: Business

Homework

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Course Learning Outcomes

Program Learning Outcomes

design and development of a quality improvement program.

knowledge

Project Final Exam

PLO 2: Problem solving PLO 3: Business communication

Project

PLO 3: Business communication PLO 4: Teamwork

Project

Design a Walk-through-Audit (WtA) to evaluate the service quality of a firm from the perspective of a customer. Interact with team members to achieve group objectives.

business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

Course Assessment Item

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2. Staff Contact Details Position Title

Name

Email

Location

Phone

Consultation Times

Lecturer- AProf incharge

Chung-Li Tseng

Email

QUAD 2087

5-9704

Tuesday 2:30 – 3:30, Friday 14:00 – 15:00 (or by appointment)

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3. Learning and Teaching Activities Approach to Learning and Teaching in the Course Service firms have unique characteristics that challenge managers. For example, service firms are peopleoriented because of the direct interaction with customers. Customers usually participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting variations in demand present a challenge to the operations manager to effectively use the perishable service capacity that results because production and consumption occur simultaneously. This simultaneity means that it is impossible to inventory services. Given these characteristics, the learning experience offered by this course will consist of lectures, discussion of cases, and in-class exercises. A variety of activities are expected: project, case discussion, homework problems, simulations, and participation in class exercises. Homework assignments familiarise you with the basic concepts and help you to develop critical thinking and analytical skills. Through the case studies, students will analyse operational strategies of some firms. Students will be engaged in classroom discussion about their thoughts and findings. Through simulations, students apply the concepts learned in the class to the real world settings and experience process variability. By working on the project (a walk-through-audit), students can learn how to implement a service business to meet customer satisfaction. To maximise the effect of classroom learning, students are expected to read assigned course materials before attending each class. Students are strongly encouraged to engage in group learning through working together on the case studies.

Learning Activities and Teaching Strategies The course involves the following key components – the lecture, the tutorial, online modules, and your out-of-class study.

Lectures Each lecture provides an overview of specific topics in the textbook. The instructor in each lecture goes over the concepts and issues that are deemed important or more difficult to understand. Lecture slides can be downloaded from the course website Moodle prior to each lecture.

Tutorials By interacting with students, the instructor uses the time to discuss case studies, work on exercises, and/ or discuss homework problems assigned earlier. If necessary, he illustrates additional insight implied by the problems, and/or cases. It is also a good opportunity to convey any of your questions to the instructor. Note that the instructor may not hold a fixed-time tutorial session but may blend the tutorials with the lectures when appropriate.

Online Module There will be online modules for your self study. Details will be announced in the beginning of the semester via Moodle.

Out-of-Class Study While each student may have preferred individual learning strategy, it is important to note that most learning will be achieved outside of class time. Lectures can only provide a structure to assist your study.

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An “ideal” strategy may include: Reading of the relevant chapter(s) of the textbook and accessing the lecture slides from the course website Moodle before the lecture. This will give you a general idea of the topic areas. If there is a case study assigned for a class, read the case and discuss with your group before the class. Attendance at lectures. Here the context of the topic in the course and the important elements of the topics are identified. The relevance of the topic will be explained. Do the homework problems. You may discuss problems or difficulties encountered with fellow students or the instructor. But you must write your assignment by yourself.

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4. Assessment Formal Requirements In order to pass this course, you must: achieve a composite mark of at least 50 out of 100; meet any additional requirements described in the Assessment Summary section. You are expected to attempt all assessment requirements in the course.

Assessment Structure Assessment Task Homework (individual) Project report and presentation (group) Final Exam (individual) Total

Weighting

Length

40%

–

15%

10 pages

45%

–

100%

–

Due Date TBA Week 10 University time table –

Assessment Summary As a student at UNSW you are expected to display academic integrity in your work and interactions. Where a student breaches the UNSW Student Code with respect to academic integrity, the University may take disciplinary action under the Student Misconduct Procedure. To assure academic integrity, you may be required to demonstrate reasoning, research and the process of constructing work submitted for assessment. To assist you in understanding what academic integrity means, and how to ensure that you do comply with the UNSW Student Code, it is strongly recommended that you complete the Working with Academic Integrity module before submitting your first assessment task. It is a free, online self-paced Moodle module that should take about one hour to complete. You are expected to complete all assessment tasks for your courses in the School of Information Systems and Technology Management. Classes are highly practical and relevant to your assessments, so you are expected to attend at least 80% of all scheduled classes. Where group assignments are used, team members are expected to work in a harmonious and professional fashion, which includes adequate management of non-performing members. You should inform your tutor as soon as possible if you experience problems within a project team. You may be required to evaluate the contribution of each team member (including yourself) in group work and marks for individual students may be adjusted based on peer assessment.

Homework (40%) There are several homework assignments given in this course. The details of the assignments will be announced in the beginning of the semester via Moodle. business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

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Project report and presentation (15%) Each team will conduct a project consisting of a Walk-through-Audit. The details of the project will be announced in the beginning of the semester via Moodle.

Final Exam (45%) The final exam will be held during the University examination period with the date and time determined by the University. It will cover materials covered in lectures during Weeks 1 – 10 (inclusive), including both qualitative (e.g., short essays) and quantitative questions. The exam will be close-book.

Assignment Submission Procedure Case related assignments must be submitted via Moodle before the class on the due day. They are subject to the scanning of Turnitin. For the homework assignments, while you are allowed to discuss the assignment questions with other students, you must write your answers all by yourself. The analysis related assignments should be submitted by handing to the instructor at the beginning of the lecture on the due day.

Assessment Feedback Feedback on student performance from formative and summative assessment tasks will be provided to students in a timely manner. Assessment tasks completed within the teaching period of a course, other than a final assessment, will be assessed and students provided with feedback, with or without a provisional result, within 10 working days of submission, under normal circumstances. Feedback on continuous assessment tasks (e.g. laboratory and studio-based, workplace-based, weekly quizzes) will be provided prior to the midpoint of the course.

Special Consideration You can apply for special consideration when illness or other circumstances beyond your control, interfere with your assessment performance (to apply see Special Consideration on the UNSW Current Students page). Special Consideration is primarily intended to provide you with an extra opportunity to demonstrate the level of performance of which you are capable. Special Consideration applications will be assessed centrally by the Case Review Team within Student Lifecycle. The Case Review team will update the online application with the outcome and add any relevant comments. Please note the following: Applications can only be made through Online Services in myUNSW. Applications will not be accepted by teaching staff. The lecturer-in-charge/course coordinator will be automatically notified when you lodge an online application for special consideration. Applying for special consideration does not automatically mean that you will be granted a supplementary exam or other concession. If you experience illness or misadventure in the lead up to an exam or assessment, you must submit an application for special consideration, either prior to the examination taking place, or prior to the assessment submission deadline , except where illness or misadventure prevent you from doing so. business.unsw.edu.au - CRICOS Code 00098G View course outline in browser

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If you sit the exam/submit an assignment, you are declaring yourself well enough to do so and are unable to subsequently apply for special consideration. If you become unwell on the day of the exam, you must provide evidence dated within 24 hours of the exam, with your application. The current provisions will continue for exceptional circumstances, for example, if a student falls sick during an exam. Other exceptions will continue to be examined on a case by case basis by the Student Lifecycle team. Special consideration requests do not allow the awarding of additional marks to students. Further information on Business School policy and procedure, as well as supplementary exam dates for the current term, can be found under “Special Consideration” on the Policies and Support page.

An extension of time to complete an assignment may be granted in cases of illness or misadventure through an application for special consideration. You are required to substantiate your application with appropriate documentary evidence such as accident reports and medical certificates. Please back up your assignments constantly in a secure manner. Computer crashes, slow Internet, and work commitments are not grounds for an extension.

Protocol for Viewing Final Exam Scripts The UNSW Business School has set a protocol under which students may view their final exam script. Individual schools within the Faculty may also set up a local process for viewing final exam scripts, so it is important that you check with your School. Further school specific information may be included below. The School of Information Systems and Technology Management (ISTM) has set a protocol under which students may view their final exam script. ISTM exam script viewing day is usually a day after the official release of results. Details will be posted on both the school website and on your course Moodle.

Quality Assurance The Business School is actively monitoring student learning and quality of the student experience in all its programs. A random selection of completed assessment tasks may be used for quality assurance, such as to determine the extent to which program learning goals are being achieved. The information is required for accreditation purposes, and aggregated findings will be used to inform changes aimed at improving the quality of Business School programs. All material used for such processes will be treated as confidential.

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5. Course Resources The prescribed textbook for this subject (available at the UNSW Bookshop) is: J.A. Fitzsimmons, M.J. Fitzsimmons, and S.K. Bordolio, Service Management: Operations, Strategy, Information Technology, 9th ed. McGraw-Hill, 2018. ISBN 9781260092424.

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6. Course Evaluation & Development Feedback is regularly sought from students and continual improvements are made based on this feedback. At the end of this course, you will be asked to complete the myExperience survey , which provides a key source of student evaluative feedback. Your input into this quality enhancement process is extremely valuable in assisting us to meet the needs of our students and provide an effective and enriching learning experience. The results of all surveys are carefully considered and do lead to action towards enhancing educational quality.

Based on the student feedback collected from the last year, some adjustments have been made in the course design, whic...