21745 Services and Network Productivity with Data Analytics

Warning: The information on this page is indicative. The subject outline for a particular session, location and mode of offering is the authoritative source of all information about the subject for that offering. Required texts, recommended texts and references in particular are likely to change. Students will be provided with a subject outline once they enrol in the subject.

Subject handbook information prior to 2024 is available in the Archives.

Subject level:

Postgraduate

Description

This subject covers the design, management and measurement of services, their operations and supply chain networks using data analytics. The focus is on service strategies which include customer co-creation and value creation in service networks; frameworks and models of service design including network operations, network configurations and human- and technology-centric approaches critical for people-embedded service networks; and design and delivery of services including services in supply chain and procurement systems. The subject provides students with the skills and capability to manage and measure services using computational techniques; methodologies and technologies for analytics-based computational decision making of business performance, e.g. productivity measures for service and supply chain networks; methods for measuring productivity for service and supply chain networks; and lastly human-mediated and computational services and toolkits. Students develop capabilities to identify managerial implications and successfully operate service value networks through the use of data analytics tools in a dynamic and complex business environment.

Subject learning objectives (SLOs)

Contribution to the development of graduate attributes

In Australia and most other developed countries, there has been a significant expansion and reliance of service industries both in employment levels and in their contribution to economic activity. Furthermore, many non-service organisations (such as manufacturing) and supply chain networks now also include key service-oriented operations, especially in relation to procurement and service supply chains. Effective design and operation of services and supply chain networks is, therefore, an important issue in management. This subject will provide participants with data analytical toolkits, and the skills to: make decisions through computational connections across service networks, and to recognise how customers and other stakeholders are a value co-creators. This knowledge, skills and understanding will provide students with capabilities that can be applied in complex and evolving business environments, involving service procurement and supply chain operations. The subject explains the challenges faced by service operations and supply chain networks managers and arms them with capabilities to design, plan, control and measure service and network productivity using a range of data analytics and computational techniques.

This subject contributes to the development of the following graduate attributes:

• Communication and collaboration

This subject also contributes specifically to develop the following Program Learning Objective for the Master of Strategic Supply Chain Management:

• Interact with colleagues and stakeholders to work effectively in teams and deliver agreed project outcomes (2.2)

Teaching and learning strategies

The subject is taught using flipped leaming, along with a combination of lectures, case studies, video material and experiential exercises to assess students' understanding theory and its application across the subject through real service and supply chain network problems. Lectures and tutorials allow students to engage with real-world problems using interactive, group-based leaming activities, where students collaborate to solve service and value network problems. These classes are supplemented with both print and electronic leaming materials which students must access in advance of class, in order to be fully prepared to engage with in-class activities. The learning management system is used to facilitate learning.

All students will be provided with the opportunity to receive formative feedback on their performance during the sessions. Other forms of formative and summative assessments and feedback include the use of quizzes, peer review activities and opportunities for self-assessment and reflection. Further feedback will be provided specifically on the progression of technical and professional skills during sessions and in relation to the completion of each of the worksheets and submitted assessment tasks.

Content (topics)

Essential knowledge and skills are covered relating to such areas as:

• Introduction to services and service strategy, network operations and customer value co-creation
• Frameworks and models of service design including customer as a value co-creator
• Managing services and service network configurations using a human and technology centric approach
• Designing, blue printing and delivering services including key services in supply chain and procurement systems
• Methodologies and technologies for analytics based computational decision making of business performance e.g. productivity measures for service and supply chain networks.
• Productivity measures for service and supply chain networks
• Human mediated and ICT based computational connections and data analytic toolkits
• Managerial implications and capabilities required to successfully operate in a dynamic and complex business environment

Assessment

Assessment task 1: Process Analysis

Assessment task 2: Computational Analytics for Value Networks

Assessment task 3: Service Value Network Analysis

Minimum requirements

Students must achieve at least 50% of the subject’s total marks as well as meet the Management Discipline Group compulsory attendance requirement, as detailed in the Subject Outline.

Required texts

Subject Handbook: Compendium of readings and journal articles

Measuring Service Productivity Workbook

UTS Business, Guide to Assignment Writing, Edition 3.1, 2014, University of Technology, Sydney available electronically at: www.uts.edu.au/node/50946.

References

• Johnston, R. and Clark, G. (2005), Service operations management, 2nd ed., Prentice Hall.
• Lovelock, C. (1992), Managing Services: Marketing, Operations and Human Resources, 2nd Edition, Prentice-Hall International Inc.

Other resources

Specialist journals

• International Journal of Service Industry Management
• Managing Service Quality