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Monash University

FIT5157 Services science - Semester 1, 2011

Services science draws from the social sciences, business, and engineering technology and applies scientific methods to the design and management of services. The use of IT is a crucial and essential part of services science and an understanding this area is of major importance to IT students. In the current business environment IT techniques and skills have become essential to successfully manage operations, services and projects. The focus of this unit is to provide students with sufficient knowledge of modern services science and business operations, concepts, and modern software, to work effectively in service operations roles in industry and government.

Mode of Delivery

Caulfield (Day)

Contact Hours

2 hrs lectures/wk, 2 hrs laboratories/wk


Students will be expected to spend a total of 12 hours per week during semester on this unit.
This includes:

  • two-hour lecture
  • two-hour tutorial
  • a minimum of 2-3 hours of personal study per one hour of contact time in order to satisfy the reading and assignment expectations.
  • You will need to allocate up to 5 hours per week in some weeks, for use of a computer, including time for newsgroups/discussion groups.

Unit Relationships


Students are expected to have a background in IT, Engineering or Science.

Chief Examiner

Rod Martin

Campus Lecturer


Lecturer: Mary Poh Lim

Learning Objectives

At the completion of this unit students will:

  • understand how service businesses operate and evolve;
  • understand the management principles, concepts and standards that guide service operations and project management practices;
  • be able to specify the organisational capabilities to support service operations management;
  • have the skills to design and develop an appropriate management structure for service operations and the management of service projects.

Graduate Attributes

Monash prepares its graduates to be:
  1. responsible and effective global citizens who:
    1. engage in an internationalised world
    2. exhibit cross-cultural competence
    3. demonstrate ethical values
  2. critical and creative scholars who:
    1. produce innovative solutions to problems
    2. apply research skills to a range of challenges
    3. communicate perceptively and effectively

    Assessment Summary

    Examination (2 hours): 50%; In-semester assessment: 50%

    Assessment Task Value Due Date
    Case Study 30% 6 May 2011
    Numerical Questions Assignment 20% total (5% per topic) 6 May 2011 (Mathematical Optimization), 13 May 2011 (Inventory Control), 20 May 2011 (Project Management), 27 May 2011 (Accounting)
    Examination 1 50% To be advised

    Teaching Approach

    Lecture and tutorials or problem classes
    This teaching and learning approach provides facilitated learning, practical exploration and peer learning.

    Lectures will present the concepts and include examples of each concept.

    Tutorials will concentrate on software examples of the concepts taught in lectures and where appropriate, particular topics will be taught in tutorials rather than in lectures.


    Our feedback to You

    Types of feedback you can expect to receive in this unit are:
    • Informal feedback on progress in labs/tutes
    • Graded assignments with comments
    • Graded assignments without comments
    • Solutions to tutes, labs and assignments

    Your feedback to Us

    Monash is committed to excellence in education and regularly seeks feedback from students, employers and staff. One of the key formal ways students have to provide feedback is through SETU, Student Evaluation of Teacher and Unit. The University's student evaluation policy requires that every unit is evaluated each year. Students are strongly encouraged to complete the surveys. The feedback is anonymous and provides the Faculty with evidence of aspects that students are satisfied and areas for improvement.

    For more information on Monash's educational strategy, and on student evaluations, see:

    Previous Student Evaluations of this unit

    If you wish to view how previous students rated this unit, please go to

    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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