Course overview
- Study period
- Semester 2, 2024 (22/07/2024 - 18/11/2024)
- Study level
- Postgraduate Coursework
- Location
- St Lucia
- Attendance mode
- In Person
- Units
- 2
- Administrative campus
- St Lucia
- Coordinating unit
- Business School
Together with its related activities, such as distribution warehousing and transport, service operations is one of the most important industries in this country. Moreover, the efficiency and effectiveness of service operations are key factors in maintaining a sustainable competitive advantage in what has now become a global business environment. Coles-Myer, Aldi, Netto, Ed, McDonald's and Wal-Mart typify the highly complex, international operations that rely on highly sophisticated information systems and multi-channels for their distribution to the ultimate customer. While many international service concepts are interrelated, the course tackles service operations management issues relating to global networks by drawing upon recent case studies, keynote lectures and contemporary service operations management research findings.
A service organisation is identified as one that does not produce a tangible physical product per se, but delivers a service. Typical organisations would include: airlines, hospitals, hotels, retail stores, distribution, legal, financial institutions, etc. Also included in our service economy are not-for-profits, non-government agencies and utilities. All these types of enterprises have to deliver the highest quality services at competitive costs. Therefore, the operational systems to fulfil this requirement must, likewise, be appropriately designed.
The purpose of this course isᅠto develop the student’s understanding of service operations management within the context of an organisation; and how such operational systems relate to the organisation’s objectives and other activities.
Course requirements
Assumed background
It is the student's responsibility to attend classes and consult designated notice boards and websites for correct and up-to-date information regarding the course, including examination times. Relying on fellow students to pass on information may result in incorrect information for which the University will not be held responsible.
Restrictions
Quota: Minimum of 15 enrolments
Course contact
Course staff
Lecturer
Timetable
The timetable for this course is available on the UQ Public Timetable.
Additional timetable information
Please note: Teaching staff do not have access to the timetabling system to help with class allocation. Therefore, should you need help with your timetable and/or allocation of classes, please ensure you email business.mytimetable@uq.edu.au from your UQ student email account with the following details:
- Full Name
- Student ID
- Course Code
Aims and outcomes
This course aims to develop students'ᅠunderstanding of international service operations management within the context of an organisation, and determineᅠhow such operational systems relate to anᅠorganisation’s objectives and other activities. Students will also understand international service operations in the context of global value chains and international service supply networks.ᅠIn doing so, studentsᅠwill gain an understanding of the major theoretical issues and concepts relating to the discipline of service operations management including in the international settingᅠas well as an understanding of the practical business applications of these concepts in domestic and international organisations.
Learning outcomes
After successfully completing this course you should be able to:
LO1.
Demonstrate an understanding of service operations management practices in international and domestic organisations
LO2.
Outline and understand the types of service operational processes in organisations
LO3.
Describe the major factors which influence service operations including in international organisations
LO4.
As an individual and in a team, demonstrate the use of international service operations management analytical tools to examine organisational problems and recommend solutions
Assessment
Assessment summary
Category | Assessment task | Weight | Due date |
---|---|---|---|
Essay/ Critique | International Service Operations Essay | 30% |
9/10/2024 4:00 pm |
Paper/ Report/ Annotation, Presentation |
International Service Operations Team Presentation
|
20% |
Week 5 - Week 12
Each team will be allocated a seminar week to present. |
Paper/ Report/ Annotation |
Take Home Assessment
|
50% |
This assessment will be scheduled by the school and run for 48 hours during the examination period. |
Assessment details
International Service Operations Essay
- Mode
- Written
- Category
- Essay/ Critique
- Weight
- 30%
- Due date
9/10/2024 4:00 pm
- Learning outcomes
- L01, L02, L03, L04
Task description
This is an individual assessment item (not a group assessment).
You are required to write an essay of not more than 2000 words excluding the reference section, on the topic of improving the design of one specific international service operations process using the same organisation that your group chose for the oral presentation assessment. Note that in this Service Operations Management course we cover a wide range of concepts that students can use to map service operations and service processes. We have also cover concepts that can be applied to for instance identify and reduce waste, improve service quality, improve service process design etc and students should select the most relevant course concepts to assist them in writing persuasive arguments for making improvements to the deign of one service of your chosen company.
You will write an essay that includes an introduction, body section (paragraphs) and conclusion (note that there are some resources we have provided below on this page on how to write and structure an essay). The body section of your essay will contain paragraphs. Each paragraph will make a persuasive argument that identify one key, important area for improvement supported by relevant course theory concepts (note that students need to conduct further reading beyond the textbook and beyond course readings of the relevant service operations management academic literature to make strong academic literature supported arguments for your suggested improvements) and also supported with secondary research evidence (eg from industry reports, industry journals, newspapers etc) and suggesting realistic solutions for these areas of improvement.
There may be many aspects you could improve but you will need to prioritise! Be sure to clearly and persuasively argue in your essay using research evidence and theory to make a case for the most important opportunities for improvement in the design of one service process. You will need to provide secondary research evidence when arguing for making significant improvements (we recommend you only select two to three arguments/paragraphs for improving the design of the service and write concisely as the overall word count of this essay is only 2000 words). If it is a very large organisation/company that you have chosen, be sure to specify the specific service process you have chosen to focus on improving.
Note that a key requirement of this assessment is that you need to cover a minimum of 3 course seminar topics in your essay (ie select highly relevant course concepts from 3 or more seminar weeks).
You will be assessed on the depth and appropriateness of your international service operations academic literature as well as secondary research (evidence based market and academic literature research to base your analysis and recommendations on) and critical analysis as well as choice and depth of service process related discussion. As well as your ability to demonstrate understanding and apply relevant theory and use literature to support your arguments (concepts we have covered in this course - be sure to include a reference when stating/applying key concepts in your report).
A minimum of 10 authoritative, relevant references must be included and to achieve a high level of achievement in this assessment you will need to exceed the minimum - please also refer to the assessment marking rubric.
The appropriate service operations mapping, service charting, service process mapping and tools of analysis and Service Operations Management concepts should be applied. You are encouraged to include process maps, charts/graphs such as histograms or other visualisations in this essay to support your arguments.
The purpose of the process of the company should be evident – what does service success look like through the eyes of the customer of your selected company? Reminder that you should also make clear what theoretical underpinning supports your discussion.
Important Note: All assessment tasks in this course prohibit the use of AI. Assessment tasks evaluates students' abilities, skills and knowledge without the aid of generative Artificial Intelligence (AI). Students are advised that the use of AI technologies to develop responses is strictly prohibited and may constitute student misconduct under the Student Code of Conduct.
Submission guidelines
Submissions must be made through Turnitin via the Blackboard course site.
Deferral or extension
You may be able to apply for an extension.
Late submission
A penalty of 10% of the maximum possible mark will be deducted per 24 hours from time submission is due for up to 7 days. After 7 days, you will receive a mark of 0.
International Service Operations Team Presentation
- Team or group-based
- In-person
- Mode
- Oral
- Category
- Paper/ Report/ Annotation, Presentation
- Weight
- 20%
- Due date
Week 5 - Week 12
Each team will be allocated a seminar week to present.
- Other conditions
- Peer assessed.
- Learning outcomes
- L01, L02, L03, L04
Task description
Students will be placed into teams. Each team will be allocated a week of the semester to present about real world companies service operations during the online seminar.
Student teams must choose one international service organisation for developing their presentation. Teams will analyse the service operations of this organisation and focus their
analysis on only ONE international service provided by this organisation. This assessment involves studying and critically analysing the service operational of a service
organisation using service operations concepts and frameworks that were discussed in the course.
Guidelines for selecting the service organisation are provided on the course Blackboard site.
Based on your selected an international service your group will need to conduct secondary research and critically analyse including the application of theory and concepts from the
two lecture topics that are assigned to your group (Refer to the course Blackboard site Assessment section) in the analysis (a minimum of 5 theory/concepts covered in this course from the Seminar topics specified in the table corresponding to your groups presentation week).
The company's service operations must be compared and contrasted against at least one other competitor of the company and also compare and contrast against leading
organisations in other industries. Students are required to work together in their team to analyse the company's international service operations and provide evidence-based
recommendations for making improvements to the company’s international service operations for your chosen service. Recommendations need to be based on your previous
analysis supported by secondary research evidence and incorporate course concepts and theory to support and justify your recommendations. In terms of presentation structure, students in their presentation will provide a brief overview of their topic, team and chosen company and the one particular international service you will focus on in your presentation. You will then present a critical analysis of the company's service operations as it relates to your specific company service that you have chosen to focus on (be sure to include at least one other company competitor and one other industry to compare/contrast). You will need to critically evaluate 2 to 3 alternative options for potential solutions and assess these using criteria your team has developed before deciding on your final recommended solution. You will then present your recommendations for improvements to the company's service operations and state your conclusions. Please refer to the marking rubric for full requirements. Your presentation need to be supported with at least 10 credible industry references as well as an additional 5 academic literature references to support and justify your critical analysis.
Presentation timing - refer to the course Blackboard site Assessment section. All students must be present at the time of delivery of the presentation. Presentations need to
be engaging the student audience in the class and actively involve the student audience through the use of interactive activities, well thought out questions etc.
Generative text AI may not be used for this assessment item. Presentation slides must be submitted prior to the time of the presentation date via the course
blackboard site. Full assessment task description is available on the course Blackboard site in the Assessment section. Please Note: The presentation will be recorded for marking purposes per UQ Policy.
Criteria & Marking: Refer to the full marking rubric available on the course Blackboard site
All assessment tasks in this course prohibit the use of AI. Assessment tasks evaluates students' abilities, skills and knowledge without the aid of generative Artificial Intelligence (AI). Students are advised that the use of AI technologies to develop responses is strictly prohibited and may constitute student misconduct under the Student Code of Conduct.
Submission guidelines
Presentation slides must be submitted prior to the time of the presentation date via the course Blackboard site.
Deferral or extension
You cannot defer or apply for an extension for this assessment.
Late submission
A penalty of 10% of the maximum possible mark will be deducted per 24 hours from time submission is due for up to 7 days. After 7 days, you will receive a mark of 0.
Take Home Assessment
- Online
- Mode
- Written
- Category
- Paper/ Report/ Annotation
- Weight
- 50%
- Due date
This assessment will be scheduled by the school and run for 48 hours during the examination period.
- Other conditions
- Time limited.
- Learning outcomes
- L01, L02, L03, L04
Task description
The take home assignment be online and the format will be made up of short answer, short essay-style questions.
Students will only receive the take home assessment item upon link being made available at the assessment start time this which starts the time e.g. 48 hours. If students fail to submit by the submission deadline a late penalty is applied.
The assessment questions will be based on all course content covered this semester.
All assessment tasks in this course prohibit the use of AI. Assessment tasks evaluates students' abilities, skills and knowledge without the aid of generative Artificial Intelligence (AI). Students are advised that the use of AI technologies to develop responses is strictly prohibited and may constitute student misconduct under the Student Code of Conduct.
More details about the exam will be posted to the course Blackboard site.
Submission guidelines
Submit to the online take home assessment submission link on the course Blackboard site
Deferral or extension
You may be able to apply for an extension.
Late submission
A penalty of 10% of the maximum possible mark will be deducted per 24 hours from time submission is due for up to 7 days. After 7 days, you will receive a mark of 0.
Course grading
Full criteria for each grade is available in the Assessment Procedure.
Grade | Cut off Percent | Description |
---|---|---|
1 (Low Fail) | 0 - 29 |
Absence of evidence of achievement of course learning outcomes. |
2 (Fail) | 30 - 46 |
Minimal evidence of achievement of course learning outcomes. |
3 (Marginal Fail) | 47 - 49 |
Demonstrated evidence of developing achievement of course learning outcomes |
4 (Pass) | 50 - 64 |
Demonstrated evidence of functional achievement of course learning outcomes. |
5 (Credit) | 65 - 74 |
Demonstrated evidence of proficient achievement of course learning outcomes. |
6 (Distinction) | 75 - 84 |
Demonstrated evidence of advanced achievement of course learning outcomes. |
7 (High Distinction) | 85 - 100 |
Demonstrated evidence of exceptional achievement of course learning outcomes. |
Additional course grading information
Grades will be allocated according to University-wide standards of criterion-based assessment.
Supplementary assessment
Supplementary assessment is available for this course.
Learning resources
You'll need the following resources to successfully complete the course. We've indicated below if you need a personal copy of the reading materials or your own item.
Library resources
Find the required and recommended resources for this course on the UQ Library website.
Learning activities
The learning activities for this course are outlined below. Learn more about the learning outcomes that apply to this course.
Filter activity type by
Please select
Learning period | Activity type | Topic |
---|---|---|
Week 1 |
Seminar |
1. Introduction to International Service Operations Management Overview of course requirements and activities and covering introductory course topics - refer to the course Blackboard site for further details. Learning outcomes: L01, L03 |
Week 2 |
Seminar |
2. Service Operations Strategy
Learning outcomes: L01, L02 |
Week 3 |
Seminar |
3. Service Innovation & Service Development
Learning outcomes: L01, L02, L04 |
Week 4 |
Seminar |
4. Globalization of Services & Assessment Items Briefing A briefing of the assessment items 1 & 2. Learning outcomes: L01, L02, L03, L04 |
Week 5 |
Seminar |
5. The Service Encounter
Learning outcomes: L01, L03, L04 |
Week 6 |
Seminar |
6. Service Process Improvement
Learning outcomes: L01, L03, L04 |
Week 7 |
Seminar |
7. Service Supply Relationships & Networks
Learning outcomes: L01, L02, L03, L04 |
Week 8 |
Seminar |
8. Service Quality
Learning outcomes: L01, L02, L03, L04 |
Week 9 |
Seminar |
9. Digital Service Operations Management
Learning outcomes: L01, L02, L03, L04 |
Mid Sem break |
No student involvement (Breaks, information) |
In-Semester Break No classes this week |
Week 10 |
Seminar |
10. Service Leadership & Teams
Learning outcomes: L01, L02, L03, L04 |
Week 11 |
Seminar |
11. Sustainable Service Operations
King's Birthday Public Holiday - Monday 7 Oct 2024 - Check Blackboard for announcements about affected classes. Learning outcomes: L01, L02, L03, L04 |
Week 12 |
Seminar |
12. Service Operations Performance & Pursuit of Simplicity
Learning outcomes: L01, L02, L03, L04 |
Week 13 |
Seminar |
13. Final Assessment Briefing
Learning outcomes: L01, L02, L03, L04 |
Policies and procedures
University policies and procedures apply to all aspects of student life. As a UQ student, you must comply with University-wide and program-specific requirements, including the:
- Student Code of Conduct Policy
- Student Integrity and Misconduct Policy and Procedure
- Assessment Procedure
- Examinations Procedure
- Reasonable Adjustments - Students Policy and Procedure
Learn more about UQ policies on my.UQ and the Policy and Procedure Library.