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Monash University

FIT5157 Services science - Semester 1, 2012

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 (Evening)

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

Campus Lecturer


Lecturer: Dr Suttisak Jantavongso

Academic Overview


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 20% 27 April 2012
Numerical Questions Assignment 20% total (5% per topic) 4 May 2012 (Mathematical Optimization), 11 May 2012 (Inventory Control), 18 May 2012 (Project Management), 25 May 2012 (Accounting)
Tutorial Participation 10% Assessed during each tutorial
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

Previous feedback has highlighted the following strength(s) in this unit:
Learning objectives are consistently met, intellectually stimulating and the learning resources support the student’s studies.
Student feedback has shown that there is a high level of satisfaction and that the feedback provided was useful.

The teaching materials have been revised based on student feedback.

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

Required Resources

Please check with your lecturer before purchasing any Required Resources. Prescribed texts are available for you to borrow in the library, and prescribed software is available in student labs.


Available from http://www-01.ibm.com/software/integration/optimization/cplex-optimization-studio/

LINGO 13.0 - Optimization Modeling Software.

Available from http://www.lindo.com/index.php?option=com_content&view=article&id=34&Itemid=15

Recommended text(s)

James A. Fitzsimmons, University of Texas at Austin Mona J. Fitzsimmons. (). Service Management: Operations, Strategy, Information Technology. (7/e ) McGraw-Hill .

Unit Schedule

Week Activities Assessment
0   No formal assessment or activities are undertaken in week 0
1 Introduction - Role and Nature of Services Tutorial Participation assessed during each tutorial
2 Service Strategy  
3 Service Blueprint and Process Design  
4 Service Quality & Benchmarking  
5 Mathematical Optimization (1)  
6 Service Facility Location - Marketing  
7 Mathematical Optimization (2)  
8 Managing Service Inventory Submit Case Study Assignment 1 (Group) due 27 April 2012
9 Managing Service Projects Submit Assignment 2a: Mathematical Optimization due 4 May 2012
10 Service Supply and Accounting Submit Assignment 2b: Inventory Control due 11 May 2012
11 Technology in Service Submit Assignment 2c: Project Management due 18 May 2012
12 Globalisation of Services & Legal Issues Submit Assignment 2d: Accounting due 25 May 2012
  SWOT VAC No formal assessment is undertaken SWOT VAC
  Examination period LINK to Assessment Policy: http://policy.monash.edu.au/policy-bank/

*Unit Schedule details will be maintained and communicated to you via your MUSO (Blackboard or Moodle) learning system.

Assessment Requirements

Assessment Policy

Faculty Policy - Unit Assessment Hurdles (http://www.infotech.monash.edu.au/resources/staff/edgov/policies/assessment-examinations/unit-assessment-hurdles.html)

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.  Groups of 3 students. The case study will involve planning out the operations of a service business, estimating financial aspects, and preparing a project plan and 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.

    The members listed for the group will receive equal marks.
    The tutor will monitor individual contributions to the group when allocating marks to members of the group

    Due date:
    27 April 2012
  • 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:
    4 May 2012 (Mathematical Optimization), 11 May 2012 (Inventory Control), 18 May 2012 (Project Management), 25 May 2012 (Accounting)
  • Assessment task 3
    Tutorial Participation
    Students are expected to complete the tasks assigned during tutorials and actively participate in discussion.
    Criteria for assessment:

    Tutor's observation.

    Due date:
    Assessed during each tutorial


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

Assignment submission

It is a University requirement (http://www.policy.monash.edu/policy-bank/academic/education/conduct/plagiarism-procedures.html) for students to submit an assignment coversheet for each assessment item. Faculty Assignment coversheets can be found at http://www.infotech.monash.edu.au/resources/student/forms/. Please check with your Lecturer on the submission method for your assignment coversheet (e.g. attach a file to the online assignment submission, hand-in a hard copy, or use an online quiz).

Online submission

If Electronic Submission has been approved for your unit, please submit your work via the VLE site for this unit, which you can access via links in the my.monash portal.

Extensions and penalties

Returning assignments

Referencing requirements

Referencing internet and electronic sources, Harvard reference style:

IEEE referencing:

Other Information


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. For Sunway see http://www.monash.edu.my/Student-services, and for South Africa see http://www.monash.ac.za/current/

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. At Sunway, visit the Library and Learning Commons at http://www.lib.monash.edu.my/. At South Africa visit http://www.lib.monash.ac.za/.

Academic support services may be available for students who have a disability or medical condition. Registration with the Disability Liaison Unit is required. Further information is available as follows:

  • Website: http://monash.edu/equity-diversity/disability/index.html;
  • Email: dlu@monash.edu
  • Drop In: Equity and Diversity Centre, Level 1 Gallery Building (Building 55), Monash University, Clayton Campus, or Student Community Services Department, Level 2, Building 2, Monash University, Sunway Campus
  • Telephone: 03 9905 5704, or contact the Student Advisor, Student Commuity Services at 03 55146018 at Sunway


Other Information

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

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