Course Title: Services and Support Operations
Part A: Course Overview
Course Title: Services and Support Operations
Credit Points: 12.00
Terms
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.