Course Title: Services and Support Operations

Part A: Course Overview

Course Title: Services and Support Operations

Credit Points: 12.00


Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MANU2177

City Campus

Postgraduate

115H Aerospace, Mechanical & Manufacturing Engineering

Distance / Correspondence or Face-to-Face

Sem 2 2011

MANU2177

City Campus

Postgraduate

115H Aerospace, Mechanical & Manufacturing Engineering

Distance / Correspondence or Face-to-Face or Internet

Sem 1 2016,
Sem 2 2016,
Spring2016,
Summer2017

MANU2177

City Campus

Postgraduate

115H Aerospace, Mechanical & Manufacturing Engineering

Face-to-Face

Sem 2 2013,
Sem 1 2015,
Sem 2 2015

MANU2177

City Campus

Postgraduate

115H Aerospace, Mechanical & Manufacturing Engineering

Face-to-Face or Internet

Sem 2 2014

MANU2177

City Campus

Postgraduate

115H Aerospace, Mechanical & Manufacturing Engineering

Internet

Sem 2 2012

Course Coordinator: Prof. John Mo

Course Coordinator Phone: +61 3 9925 6279

Course Coordinator Email: john.mo@rmit.edu.au

Course Coordinator Location: RMIT Bundoora East campus

Course Coordinator Availability: Appointment by email


Pre-requisite Courses and Assumed Knowledge and Capabilities

There is no pre-requisite for this course.

You are assumed to have industry experience in supply chain, engineering, integrated logistics support, system management, maintenance and reliability, system design.


Course Description

This course develops your competency and skills in the implementation of service and support solution, given that a support solution has been designed and agreed upon by the client. Engineering activities generate a lot of data at different stages of the system development. Due to changes in responsibility, ownership, mission, fleet configuration and other factors, the system should be changed to adapt to different requirements. These changes generate further data that have to be used together with original and changed conditions of the system to ensure continuous support. The development of the ability of operating the solution to the satisfaction of the client is most critical to this course.

A key factor of a successful implementation is the ability to understand and work with existing human organisations. The complexity of a support solution always requires highly motivated competent teams. An understanding of how the human systems, processes and controls work and what information is required at which stages of the implementation of the support solution are critical to successful operations.

Content

  • Understanding information operations
    Fleet/asset information
    Maintenance information
    Logistics and supply chain information
    Engineering information (recurring operations)
    Engineering information (non-recurring operations)
    Information interfaces and dissimilar data types
    Trust in information
    Using incomplete data
    Safety, access and security
    Approvals and certification 
  • Understanding human operations
    The modern knowledge work context
    Information-centred operations
    Understanding the business of service and support
    Collaboration by sharing information
    Working across functional boundaries
    Establishing ad hoc networks
    Developing trust in teams
    Decision making
    Problem resolution
    Stakeholder management
  • Strategic Management of Operations
    Measurement of service operations and performance
    Continuous improvement of service operations
    Discontinuous improvement
    Service business sustainability


Objectives/Learning Outcomes/Capability Development

This course focuses on the implementation of a support solution that is designed by a support solution architect. You will assume the role of a system support manager operating the service and support delivering the support solution.

The support solution may or may not be designed by you, so the ability of understanding its business model and be authoritative in the implementation is a fundamental requirement. During its operation, more stakeholders will be involved and connected. You will need to think as business thinkers. Service and system thinking, organisational models, commercial constraints, business process design, risk and information management are essential elements in the delivery of the support solution irrespective of its project size. Equally important is the continuous improvement of the value proposition to the customer as well as controlling the cost of delivery that ensure sustainable operations for the company.
 


The learning outcome of this course is your ability to manage a given system support solution within a defined working environment effectively and efficiently, and be able to meet all specified performance indicators, both in strictest engineering sense and business achievements. You will be able to lead the implementation of the solution, work with a broad range of stakeholders.

Course Objectives

In this course, you will implement, manage and lead support solutions. On completion, you will be able to:
 

  • Implement, manage and lead support projects
  • Explain the nature of information operations and human operations 
  • Identify and explain the feedback mechanisms and continuous improvement
     


Overview of Learning Activities

You will participate in learning modules. A number of interactive virtual classroom sessions are arranged during the semester enabling interactive exchange of ideas.


Overview of Learning Resources

All learning materials, courseware, case studies, study notes are available on RMIT’s Blackboard learning system.
 


Overview of Assessment

Assessment is continuous. You will have 3 major assignments.