Service Management (11184.3)
Please note these are the 2023 details for this unit
Available teaching periods | Delivery mode | Location |
---|---|---|
View teaching periods | On-Campus Online |
UC - Canberra, Bruce |
EFTSL | Credit points | Faculty |
0.125 | 3 | Faculty Of Business, Government & Law |
Discipline | Study level | HECS Bands |
Canberra Business School | Level 1 - Undergraduate Introductory Unit | Band 4 2021 (Commenced After 1 Jan 2021) Band 4 2021 (Commenced After 1 Jan Social Work_Exclude 0905) Band 5 2021 (Commenced Before 1 Jan 2021) |
In Australia, more than 70% of total GDP is attributed to services. Distinctive characteristics of services such as their intangibility, perishability, inseparability, and heterogeneity, present unique challenges for managers in service organisations - be they for-profit and not-for-profit. The Service Management unit helps students identify the practical implications of the unique characteristics of services and equip them with the relevant skills and knowledge to deal with challenges of managing and marketing a service. Interestingly, services are also important for manufacturing firms. Goods manufacturers start to notice that excellence in service has a huge impact on survival and gaining competitive advantage. As part of this unit we shed light on service as a broader perspective on business and explain how different industries can benefit from excellence in service.
1. Identify the unique challenges involved in managing services;
2. Analyse service delivery issues in a key service businesses and propose service design solutions for improvements in service experience;
3. Analyse the various components of the 'services marketing mix' as well as key issues required in managing service quality;
4. Discuss the consequences of a service perspective for managing a business and organisation; and
5. Recognise the importance of service management in technology-based service delivery and its role in the future of business.
1. UC graduates are professional - communicate effectively
1. UC graduates are professional - use creativity, critical thinking, analysis and research skills to solve theoretical and real-world problems
2. UC graduates are global citizens - adopt an informed and balanced approach across professional and international boundaries
2. UC graduates are global citizens - understand issues in their profession from the perspective of other cultures
3. UC graduates are lifelong learners - reflect on their own practice, updating and adapting their knowledge and skills for continual professional and academic development
3. UC graduates are lifelong learners - adapt to complexity, ambiguity and change by being flexible and keen to engage with new ideas
1. UC graduates are professional - work collaboratively as part of a team, negotiate, and resolve conflict
Learning outcomes
After successful completion of this unit, students will be able to:1. Identify the unique challenges involved in managing services;
2. Analyse service delivery issues in a key service businesses and propose service design solutions for improvements in service experience;
3. Analyse the various components of the 'services marketing mix' as well as key issues required in managing service quality;
4. Discuss the consequences of a service perspective for managing a business and organisation; and
5. Recognise the importance of service management in technology-based service delivery and its role in the future of business.
Graduate attributes
1. UC graduates are professional - employ up-to-date and relevant knowledge and skills1. UC graduates are professional - communicate effectively
1. UC graduates are professional - use creativity, critical thinking, analysis and research skills to solve theoretical and real-world problems
2. UC graduates are global citizens - adopt an informed and balanced approach across professional and international boundaries
2. UC graduates are global citizens - understand issues in their profession from the perspective of other cultures
3. UC graduates are lifelong learners - reflect on their own practice, updating and adapting their knowledge and skills for continual professional and academic development
3. UC graduates are lifelong learners - adapt to complexity, ambiguity and change by being flexible and keen to engage with new ideas
1. UC graduates are professional - work collaboratively as part of a team, negotiate, and resolve conflict
Prerequisites
None.Corequisites
None.Incompatible units
None.Equivalent units
None.Assumed knowledge
None.
Availability for enrolment in 2024 is subject to change and may not be confirmed until closer to the teaching start date.
Year | Location | Teaching period | Teaching start date | Delivery mode | Unit convener |
---|---|---|---|---|---|
2023 | UC - Canberra, Bruce | Semester 2 | 31 July 2023 | On-Campus | Dr Marjan Aslan |
2023 | UC - Canberra, Bruce | Semester 2 | 31 July 2023 | Online | Dr Marjan Aslan |
2024 | UC - Canberra, Bruce | Semester 2 | 29 July 2024 | On-Campus | Dr Marjan Aslan |
2024 | UC - Canberra, Bruce | Semester 2 | 29 July 2024 | Online | Dr Marjan Aslan |
The information provided should be used as a guide only. Timetables may not be finalised until week 2 of the teaching period and are subject to change. Search for the unit
timetable.