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Unit Schedule

Week Date* Activities Assessment
0 21/02/11   No formal assessment or activities are undertaken in week 0
1 28/02/11 Introduction - Role and Nature of Services  
2 07/03/11 Service Strategy  
3 14/03/11 Service Blueprint and Process Design  
4 21/03/11 Technology in Service  
5 28/03/11 Service Quality & Benchmarking  
6 04/04/11 Service Facility Location - Marketing  
7 11/04/11 Mathematical Optimization  
8 18/04/11 Mathematical Optimization - Simplex Method  
Mid semester break
9 02/05/11 Managing Service Inventory Case Study (Group) due 6 May 2011; Mathematical Optimization due 6 May 2011
10 09/05/11 Managing Service Projects Inventory Control due 13 May 2011
11 16/05/11 Service Supply and Accounting Project Management due 20 May 2011
12 23/05/11 Globalisation of Services & Legal Issues Accounting due 27 May 2011
  30/05/11 SWOT VAC No formal assessment is undertaken SWOT VAC

*Please note that these dates may only apply to Australian campuses of Monash University. Off-shore students need to check the dates with their unit leader.

Assessment Policy

To pass a unit which includes an examination as part of the assessment a student must obtain:

  • 40% or more in the unit's examination, and
  • 40% or more in the unit's total non-examination assessment, and
  • an overall unit mark of 50% or more.

If a student does not achieve 40% or more in the unit examination or the unit non-examination total assessment, and the total mark for the unit is greater than 50% then a mark of no greater than 49-N will be recorded for the unit

Assessment Tasks


Tutorial Participation:
Students are expected to complete the tasks assigned during tutorials and actively participate in discussions.

  • Assessment task 1
    Case Study
    A case study of a service business in groups of 2 students. The case study will involve planning out the operations of a service business, estimating financial aspects, and preparing a project plan and a marketing plan to build and start the business. Variations on this description are invited.
    Criteria for assessment:

    The criteria for assessment will be a subjective assessment of your case study.

    Due date:
    6 May 2011
  • Assessment task 2
    Numerical Questions Assignment
    A small exercise on each of the numerical topics: (1) Mathematical Optimization, (2) Inventory Control, (3) Project Management, (4) Accounting
    20% total (5% per topic)
    Criteria for assessment:

    Assessment will be based on about 50% correct answers and 50% on the method and logical approach to each question.

    Due date:
    6 May 2011 (Mathematical Optimization), 13 May 2011 (Inventory Control), 20 May 2011 (Project Management), 27 May 2011 (Accounting)


  • Examination 1
    2 hours
    Type (open/closed book):
    Closed book
    Electronic devices allowed in the exam:

Assignment submission

Assignment coversheets are available via "Student Forms" on the Faculty website: http://www.infotech.monash.edu.au/resources/student/forms/
You MUST submit a completed coversheet with all assignments, ensuring that the plagiarism declaration section is signed.

Extensions and penalties

Returning assignments

Referencing requirements

Referencing internet and electronic sources, Harvard reference style:

IEEE referencing:


Monash has educational policies, procedures and guidelines, which are designed to ensure that staff and students are aware of the University's academic standards, and to provide advice on how they might uphold them. You can find Monash's Education Policies at:

Key educational policies include:

Student services

The University provides many different kinds of support services for you. Contact your tutor if you need advice and see the range of services available at www.monash.edu.au/students The Monash University Library provides a range of services and resources that enable you to save time and be more effective in your learning and research. Go to http://www.lib.monash.edu.au or the library tab in my.monash portal for more information. Students who have a disability or medical condition are welcome to contact the Disability Liaison Unit to discuss academic support services. Disability Liaison Officers (DLOs) visit all Victorian campuses on a regular basis

Other Information

Lecture notes, tutorial exercises and worked examples will be available on Blackboard.

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