MANAGEMT 7031 - Services and Operations Management
North Terrace Campus - Trimester 2 - 2016
The course information on this page is being finalised for 2016. Please check again before classes commence.
General Course Information
Course Code MANAGEMT 7031 Course Services and Operations Management Coordinating Unit Business School Term Trimester 2 Level Postgraduate Coursework Location/s North Terrace Campus Units 3 Course Description 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.
Course StaffMax 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 Australia, the US, Middle East, UK, Western Europe and Asia.
Max Zornada is an Adjunct Lecturer in the University 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 Australian Graduate School of Management's (AGSM), University 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 Australian 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 Australia 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 Australia, Max maintains an active local, Australian and International consulting and Management Education practice, with a focus on capital intensive (petrochemical, mining, 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, IT and Insurance industry contexts.
Max Zornada may be contacted at
The University of Adelaide Business School
Level 9, 10 Pultney Street, Adelaide, 5005, South Australia.
Tel: +61 8 8303 5525/ Fax: +61 8 8223 4782.
The full timetable of all activities for this course can be accessed from Course Planner.
Course Learning OutcomesThe objectives of this subject are to provide students with:
- An overview of Service and Operations Management as management function in general.
- An understanding of the impact Operational Capability has on decision making and options in Business Strategy and the linkage to Operations Strategy.
- 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.
- An understanding of the relationship between Business Strategy, Operations Strategy, Process Type, Organisation and Control structures the impacts these have on managerial decision making and choices.
- An understanding of the key operations strategy factors addressed in points 2-4 specifically applied to Service Operations.
- 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.
- Knowledge and understanding of how an operations strategy is implemented, including facility location, process design and process layout decisions.
- 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.
- An appreciation of the role of strategic operations planning and skill in constructing and optimising a strategic operations plan.
- 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);
- An appreciation of the role of IT systems such as MRP II and ERP in operations.
- Knowledge and skills required to determine and optimal inventory management policy.
- Knowledge and skills in the application of key operations scheduling methods to various types of processes.
- An understanding of Lean Thinking, concepts, tools and techniques including Toyota Production System concepts/Just in Time manufacturing.
- Knowledge and understanding of the application of strategic and value based approaches to procurement.
- Knowledge and understanding of key issues pertaining to Supply Chain Management, including the “Bull Whip Effect”
- Knowledge and understanding of key concepts, tools and techniques pertaining to the management of transaction based service processes.
- Knowledge, understanding and skills in the development of an Acceptance Sampling based Quality Control strategy.
- An overview and appreciation of statistical process control.
- An overview and appreciation of approaches to improving business performance through operations.
University Graduate Attributes
No information currently available.
Required ResourcesREQUIRED RESOURCES
Recommended textbook for this subject is:
Greasley, Andrew (2013), Operation Management, 3rd Edition (or later if available), John Wiley and Sons Ltd.
Additional Supplementary Reading:
Goldratt, Eliyahu M. and Cox, Jeff. The Goal, Gower, (latest available edition)
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
Operations Management is offered as a 3 x 2 day intensive program and use a mix of learning methods.
Participants will be introduced to certain concepts, techniques or issues through formal lecture presentations. It is expected that lecture presentations will be interwoven with questions, comments and discussion initiated by participants.
Management games/simulations, group work, individual work, case studies and presentations will be used to provide opportunities to reinforce concepts and practice techniques or skills.
Two theory assignments and a practical “real world” application project will be used to reinforce the learnings in this subject.
The information below is provided as a guide to assist students in engaging appropriately with the course requirements.Students should allocate approximately eight hours per week of study time to do appropriate readings, project work and assignments in addition to attendance at scheduled lecture sessions.
Learning Activities Summary
No information currently available.
The University's policy on Assessment for Coursework Programs is based on the following four principles:
- Assessment must encourage and reinforce learning.
- Assessment must enable robust and fair judgements about student performance.
- Assessment practices must be fair and equitable to students and give them the opportunity to demonstrate what they have learned.
- Assessment must maintain academic standards.
Assessment SummaryAssessment Summary
Two Individual assignments (30% each) 60%
Group Project 15%
Group Project Presentation 15%
Two individual assignments will be distributed during the lectures.
Assignment 1 will be distributed during the 1st intensive lecture session will be due 2 weeks later on the 27th June 2016. Word limit is 2,500 words.
Assignment 2 will be distributed during the 3rd intensive lecture session and will be due 2 weeks later on the 29th August 2016. Word limit is 2,500 words.
A team based field report on how some selected organisation has approached a particular operations management problem or issue, how they apply a particular or various operations management principles to their specific operational environment eg. Supply Chain management, Operations Scheduling, Quality Management etc. will be required to be submitted by the final intensive session.
This will ideally be based on a “live” company example that students have access to or alternately, could be research based. Eg. consider a well known company where there is a lot of information available in the public domain. The report should attempt to provide a critical assessment based on concepts and principles learning during the subject and make recommendations for improvement.
Each group should submit a brief (half a page at the most) write up of what they propose to do for the group project component by the end of week 2. The final group report is due in at the final intensive lecture session. Word limit 2,500 words.
Teams will be required to prepare a 20 minute presentation on their project to be delivered during the final scheduled lecture session (afternoon of the 2nd day of the final intensive). All members of the team will be required to present. Time keeping will be strictly enforced.
Submission of Assignments and Project Report
Assignments and project reports should be submitted in softcopy as pdf files. If an assignment is made up of multiple documents, these should be compiled into a single pdf file.
Please name your file with your name or initials and what it is. (Eg. Mz-assign1.pdf).
Assessment DetailPlease see course outline on MyUni
No information currently available.
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.
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