COLLEGE OF BUSINESS, HOSPITALITY AND TOURISM STUDIES

SCHOOL OF MANAGEMENT & INFORMATION SYSTEM

DEPARTMENT OF MANAGEMENT, IR & OHS

MGT605 16 Credit Points Management of Service Operations Trimester 1 2012

UNIT COORDINATOR: TBA

CONTRIBUTING LECTURERS: TBA
TUTORS: N/A

LECTURES: TBA (on FNU Homepage)

LABS: TBA (in class in week 1)

CONSULTATION TIME: Walk-in: TBA (in class in week1)

Or through appointment with the Dept secretary

PREREQUISITE: MGT501 OR equivalent

E-INFORMATION: All pertinent information relating to the unit shall be posted on

Moodle and Class share. Students are required to check their
emails regularly for communication from the lecturer. Check the
announcements on the Moodle or/and class share.

TOTAL LEARNING HOURS:

Contact Hours 72
Lectures 48
Tutorials (using labs) 24
Labs/Workshops -
Field Trip(s) -
Self Directed Learning (during term) hours 96
Self Directed Learning (Mid-Term Break) hours 24
Self Directed Learning (Study & Exam Weeks) hours 48
Total Learning Hours 240

1
1.0 Welcome

I welcome you to this Unit and hope that you will find it enriching and interesting. This unit will
introduce you to the management of design, production and delivery of services, and the
application of operation concepts and methods to services situation.

2.0 Unit Description

3. 0 Learning Outcomes

On successful completion of this unit, students will be able to:

1. Assess the challenges of manangining different types of service operations.

2. Apply a range of quantitative and qualitative techniques and management concept to
solve problems in complex services environment.
3. Analyze the process involved in design and operation of services process.
4. Apply concept of services quality in the design of services operation.
5. Examine how to apply planning and control techniques to services organizations.
6. Evaluate capacity plans in a variety of services operation situations.
7. Compare and contrast the relationship between operation decisions and business
strategy in services operation context.

4.0 Unit Content and Reading References

Topic 1: Service in the Economy

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 12

Learning Outcome:

Student should be able to learn and develop new models aimed at providing quality goods and
services to the community at large.

PERFORMANCE CRITERIA:

1.1 Understand how and why economy changed to service based operations.
1.2 Define services operation .
1.3 Identify the difference between goods and services.
1.4 Classify services according to the customer contact model and the services process
Matrix
1.5 Identify and discuss the managerial challenge of the above conceptual models.

Reading Resource Materials

1. Lecture Notes
2. Baumol, W., Batey Blackman, S., and E. Wolff. 1991. Productivity and American
Leadership.
3. MIT Press, Cambridge, MA.

2
 4. Bell, D. 1973. The Coming of Post_Industrial Society: A Venture in Social Forecasting.
Basic
5. Books, Inc., New York.
6. Chase, R. 1978. Where Does the Customer Fit in a Service Operation? Harvard Business
7. Review, 56, 137142.
8. Chase, R. 1981. The Customer Contact Approach to Services: Theoretical Bases and
9. Practical Extensions. Operations Research, 29(4), 698705.
10. Chase, R., and D. Tansik. 1983. The Customer Contact Model for Organizational Design.
11. Management Science, 29(9), 10371049.

SDL Activities
Study lecture notes 20 slides x 3 1 hr Reading book chapter 2 hrs
mins 20 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 10 pp x 12 2 hrs
mins

Total Self Directed Learning = 12 Hours

Topic 2: Strategic Positioning

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 12
Learning Outcome:

Students shall be able to understand and develop marketing strategies in order to create
competitive advantages

PERFORMANCE CRITERIA:

2.1 Align the desires of target customers to operational tactics.

2.2 Identify the different operational requirements over the life cycle of a service.
2.3 Select a capacity strategy and appropriate growth strategy and explain its
characteristics.
2.4 Explain appropriate operational trade-off when pursuing a strategy.

Reading Resource Materials

1. Lecture Notes
2. Galbraith, J. 1995. Designing Organizations: An Executive Briefing on Strategy, Structure,
and Process. Jossey Bass, San Francisco.
3. Heskett, J. L., Sasser, W. E., and L. A. Schlesinger. 1997. The Service Profit Chain. The Free
Press, New York.
4. Ho, R. 2000. Veteran of Roll_ups Brings His Skills to the Virtual World. The Wall Street
Journal (September 26), p. B2.
5. Klassen, K., and T. Rohleder. 2001. Combining Operations and Marketing to Manage
Capacity and Demand in Services. The Service Industries Journal, 21(2), 130.

3
 6. Porter, M. E. 1979. How Competitive Forces Shape Strategy, Harvard Business Review,
MarchApril 1979.
7. Prahalad, C. K. and G. Hamel. 1990. The Core Competence of the Corporation, Harvard
Business Review, MayJune 1990.

SDL Activities
Study lecture notes 20 slides x 3 1 hr Reading book chapter 2 hrs
mins 20 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 5 pp x 12 1 hrs
mins
Group discussion 1 hr

Total Self Directed Learning = 12 Hours

Topic 3: Internet Strategies.

Lecture Hrs: 5 Tutorial/Workshop Hrs: 3 SDL Hrs: 19
Learning Outcome:

Student shall be able to identify and discuss various roles of the state in regulating employment
relationship

PERFORMANCE CRITERIA

3.1 Describe the five roles of technology in the service encounter.

3.2 Provide industry examples of the evolution of self-service from human contact, to
machine
assisted, to electronic service.
3.3 Describe the eight uses of Web sites.
3.4 Describe the eight generic e-business models and explain how they differ.
3.5 Explain what is meant by scalability and how it is relevant to e-commerce.
3.6 Describe the managerial issues associated with the adoption of new technology.

Reading Resource Materials

1. Lecture Notes
1. Agrawal, N., and S. Smith. 1996. Estimating Negative Binomial Demand for Retail
Inventory Management with Unobservable Lost Sales. Naval Research Logistics, 43,
839_861.
2. Andersen Consulting. 2000. Who Does the Best job of E_Fulfillment? Logistics Magazine
(November), 59_66.
3. Downs, B., Metters, R., and J. Semple. 2001. Managing Inventory with Multiple Products,
Lags in Delivery, Resource Constraints, and Lost Sales: A Mathematical Programming
Approach. Management Science, 47(3), 464_479.
4. Durr, W. 2000. Turning Browsers into Buyers Using Your Call Centers. Call Center
Solutions,19(3), 68_70.

4
 5. Fisher, M., Raman, A., and B. McClelland. 2000. Rocket Science Retailing Is Almost Here.
Harvard Business Review, 78(4), 115_124.
6. Kurt Salmon Associates. 1993. Efficient Consumer Response: Enhancing Consumer Value
in the Grocery Industry
SDL Activities
Study lecture notes 30 slides x 3 2 hr Reading book chapter 3 hrs
mins 30 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 10 pp x 12 2 hrs
mins
Research 20hrs/10 2 hrs Group discussions 2hrs
Assignment/Project
Searching internet 1 hrs
Total Self Directed Learning = 19 Hours

Topic 4: Environmental Strategies

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 12
Learning Outcome:

Students shall be able to develop environmental strategies and sustain the environment in which
the business operates

PERFORMANCE CRITERIA:

4.1 Identify the importance of the environment to service companies.

4.2 State the type of environmental issues that service companies face.
4.3 List the role services companies play in creating and mitigating environmental issues.
4.4 Critically evaluate the environmental impacts of a services company.

Reading Resource Materials

1. Lecture Notes
Text 1:
1. Carson, R. 1962. Silent Spring. Houghton Mifflin, Boston. The Economist. 2001. The
Things They Leave Behind. The Economist (May 17).
2. Elkington, J. 1997. Cannibals with Forks: The Triple Bottom Line of 21st Century
Business.Capstone Publishing, Oxford, England.
3. Foster, S., Sampson, S., and S. Dunn. 2000. The Impact of Customer Contact on
Environmental Initiatives for Service Firms. International Journal of Operations and
Production Management, 20(2), 187203.
4. Galea, C., and S. Walton. 2002. Is E_Commerce Sustainable? An Analysis of Webvan. In
Ecology of the New Economy: Sustainable Transformation of Global Information,
Communication, and Electronics Industries. Greenleaf Publishing, Sheffield, UK.
5. Hart, S. 1997. Beyond Greening: Strategies for a Sustainable World. Harvard Business
Review,75(1), 6676.
6. Klassen, R., and C. McLaughlin. 1996. The Impact of Environmental
Management on Firm

5
 SDL Activities
Study lecture notes 20 slides x 3 1 hr Reading book chapter 1 hrs
mins 10 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs

Research 20hrs/10 2 hrs Group discussion 1 hr

Assignment/Project

Total Self Directed Learning = 12 Hours

Topic 5: New Services Development

Lecture Hrs: 3 Tutorial/Workshop Hrs: 1 SDL Hrs: 9
Learning Outcome:

Students shall be able to evaluate the needs of new services that will enhance business
efficiency.

PERFORMANCE CRITERIA:

5.1 Identify the different process of new services.

5.2 Select appropriate tools for making decision in new services design.
5.3 Classify the different design attributes and their strategic implications

Reading Resource Materials

1. Lecture Notes
1. Bitner, M. 1992. Servicescapes: The Impact of Physical Surroundings on Customers and
Employees. Journal of Marketing, 56, 5771.
2. Cain, J. 1998. Experience_Based Design: Toward a Science of Artful Business Innovation.
Design Management Journal (Fall), 10.
3. Caves, R. 2000. Creative Industries: Contracts Between Art and Commerce. Harvard
University Press, Cambridge, MA.
4. Chase, R. and S. Dasu. 2001. Want to Perfect Your Companys Service? Use Behavioral
Science. Harvard Business Review. June. 7984.
SDL Activities
Study lecture notes 15 slides x 3 1 hr Reading book chapter 1 hrs
mins 10 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs

Total Self Directed Learning = 9 Hours

Topic 6: Designing and Managing Experiences

Lecture Hrs: 3 Tutorial/Workshop Hrs: 1 SDL Hrs: 9
Learning Outcome:

6
Students shall be able to learn skills in designing services and apply how to make their work
effective and productive

PERFORMANCE CRITERIA:

6.1 Identify the need for services that deliver an experience.

6.2 State the components or elements of experience
6.3 Practically implement the different models for designing and evaluating the experience.

Reading Resource Materials

1. Lecture Notes
1. Bitner, M. 1992. Servicescapes: The Impact of Physical Surroundings on Customers and
Employees. Journal of Marketing, 56, 5771.
2. Cain, J. 1998. Experience_Based Design: Toward a Science of Artful Business Innovation.
Design Management Journal (Fall), 10.
3. Caves, R. 2000. Creative Industries: Contracts Between Art and Commerce. Harvard
UniversityPress, Cambridge, MA.
4. Chase, R. and S. Dasu. 2001. Want to Perfect Your Companys Service? Use
BehavioralScience. Harvard Business Review. June. 7984.
5. Bitner, M. 1992. Servicescapes: The Impact of Physical Surroundings on Customers and
Employees. Journal of Marketing, 56, 5771.
6. Cain, J. 1998. Experience_Based Design: Toward a Science of Artful Business Innovation.
Design Management Journal (Fall), 10.
7. Chase, R. and S. Dasu. 2001. Want to Perfect Your Companys Service? Use
BehavioralScience. Harvard Business Review. June. 7984.

SDL Activities
Study lecture notes 15 slides x 3 1 hr Reading book chapter 2 hrs
mins 20 pages x 6 mins
Tutorial preparation 2 hrs

Research 20hrs/10 2 hrs Group discussions 1 hrs

Assignment/Project
Searching internet 1 hr
Total Self Directed Learning = 9 Hours

Topic 7: Back Office Design

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 12
Learning Outcome:

7
Students shall be able to make rationale decision and develop skills in back office design
PERFORMANCE CRITERIA:

7.1 Construct appropriate decision on job content for front office and back office jobs.
7.2 Choose a back office strategy
7.3 Analyse the trade offs of possible strategies.
7.4 Determine the implementation issues involved in implementing back-office changes

Reading Resource Materials

1. Lecture Notes
2. Text 1:
1. Burger, K. 1988. Leveraging Banks Operations Dollars Powers Superregional Growth.
Bank Systems and Equipment, 25(5), 6871.
2. Chase, R. 1978. Where Does the Customer Fit in a Service Operation? Harvard Business
Review, 56(6), 137142.
3. Chase, R. 1981. The Customer Contact Approach to Services: Theoretical Bases and
Practical Extensions. Operations Research, 29(4), 698705.
4. Connors, J. 1986. Massachusetts Department Centralizes Records System. Office,
103(6),126128.
5. Cronander, J. 1990. Centralization versus Decentralization: What to Do with Back Office
perations. Texas Banking, 79(10), 2933.
6. Gilmore, D. 1997. Lending and Centralization: Is This the Future? Real Estate Finance
Journal, 12(4), 8990.

SDL Activities
Study lecture notes 20 slides x 3 1 hr Reading book chapter 2 hrs
mins 20 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs

Research 20hrs/10 2 hrs Group discussions

Assignment/Project

Total Self Directed Learning = 12 Hours

Topic 8: Services Quality

Lecture Hrs: 8 Tutorial/Workshop Hrs: 4 SDL Hrs: 28
Learning Outcome:

8
Students shall be able to discuss various HR functions performed in any organization and identify
some of the important HR policies and procedures that must be kept by HR department

PERFORMANCE CRITERIA:

8.1 Develop standards and plans to address key quality service issues.
8.2 Communicate customer service issues, standards and expectations clearly to colleagues.
8.3 Provide colleagues with access to information on service standards and delivery.
8.4 Use coaching to assist colleagues to deal with customer service issues and take responsibility
for service outcomes.
8.5 Monitor customer service in the workplace according to organization policies and
procedures to ensure standards are met.
8.6 Seek feedback from customers on an ongoing basis and use this to improve performance
where applicable.
8.7 Seek feedback from customers on an ongoing basis and use this to improve performance
where applicable.
8.8 Identify customer service problems and make adjustments to standards, systems and
procedures to ensure continued service quality.
8.9 Communicate new approaches to all those involved in service delivery within appropriate
timeframes.

Reading Resource Materials

Lecture Notes
1. Armstrong, L., and W. Symonds. 1991. Beyond May I Help You. BusinessWeek/Quality, 100
103.
2. Blassingame, K.M. 2003. Working their Magic: Disney Culture Molds Happy Employees,
Employee Benefit News (September 1, 2003), http://www.benefitnews.com/detail.
3. Chase, R. Acquilano, N., and R. Jacobs; 2001. Operations Management. McGraw_Hill,
Irwin, Boston.
4. Chase, R., and D. Stewart. 1994. Make Your Service Fail_Safe, Sloan Management Review
(Spring), 3544.
5. Garvin, D. 1988. Managing Quality. The Free Press, New York, 4046.
6. Haksever, C., R. Render, R. Russell, and G. Murdick. 2000. Service Management and
Operations. Prentice Hall, Upper Saddle River, NJ, 7.

SDL Activities
Study lecture notes 45 slides x 3 2 hr Reading book chapter 3 hrs
mins 30 pages x 6 mins

9
Tutorial preparation 4 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 30 pp x 12 6 hrs Reading newspapers, 2 hr
mins business magazines, watching
TV news
Research 20hrs/10 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 28 Hours

Topic 9: Yield management

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 12
Learning Outcome:

Students should be able to appreciate what is yield management and its significance in service
delivery.

PERFORMANCE CRITERIA:

9.1 Knowledge of economic principles that apply to the industry is developed and applied in
overbooking
9.2 Apply different methods to calculate an overbooking level.
9.3 Determine how to allocate services capacity among customer groups.
9.4 Appropriate pricing models and their application are known and used

Reading Resource Materials

1. Lecture Notes
2. Text 2: Chapter 1:
1. Belobaba, P. 1989. Application of a Probabilistic Decision Model to Airline Seat Inventory
Control. Operations Research, 37(2), 183197.
2. Cook, T. 1998. SABRE Soars. OR/MS Today (June), 2631.
3. Crandall, R., and R. Markland. 1996. Demand Management: Todays Challenge for
Service Industries. Production and Operations Management, 5(2), 106120.
4. Cross, R. 1997. Revenue Management. Broadway Books, NY.
5. Mitchener, B. 1997. Ethnic Pricing Means Unfair Air Fares. The Wall Street Journal
(December 5), B1.

SDL Activities
Study lecture notes 20 slides x 3 1 hr Reading book chapter 1 hrs
mins 10 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs

10
Study journal articles 5 pp x 12 1 hrs
mins
Research 20hrs/10 2 hrs
Assignment/Project

Total Self Directed Learning = 12 Hours

Topic 10: Services Sector Inventory

Lecture Hrs: 7 Tutorial/Workshop Hrs: 4 SDL Hrs: 25
Learning Outcome:

Students shall be able to understand the theory and practice of services sector inventory.

PERFORMANCE CRITERIA:

10.1 Identify and describe the role of inventory control system in inventory management.
10.2 Establish operational performance standards or benchmarks to measure and control
inventory levels.
10.3 Manage and schedule logistic planning and control inventory levels.
10.4 Determine relationship between inventory control systems and competitive advantage
for the business
10.5 Review existing ordering and inventory control tools and procedures.
10.6 Design and improve industrial standards or performance benchmarks for inventory
control systems.
10.7 Review and improve stock control and monitoring system.
10.8 Identify strategies to improve inventory control systems and design reporting processes.

Reading Resource Materials

1. Lecture Notes
Text 2:
1. Agrawal, N. and A. Smith, 1996. Estimating Negative Binomial Demand for Retail
Inventory Management with Unobservable Lost Sales, Naval Research Logistics, 43,
839_861.
2. Andersen Consulting 1996. Where to Look for Incremental Sales Gains: The Retail
Problem ofOut_Of_Stock Merchandise.
3. Cohen, M., Kamesam, P., Kleindorfer, P., Lee, H., and A Tekerian,1990. Optimizer:
IBMsMulti_echelon Inventory System for Managing Service Logistics, Interfaces, 20(1),
65_82.
4. DeHoratius, N. and A. Raman, 2003. Building on Foundations of Sand? ECR Journal,
3(1),62_68.
5. DeHoratius, N. and A. Raman, 2004a. Inventory Record Inaccuracy: An Empirical
Analysis,Working Paper, Harvard Business School.
6. DeHoratius, N. and A. Raman, 2004b. Retail Performance Improvement Through
Appropriate Store Manager Incentive Design: An Empirical Analysis, Working
Paper,Harvard Business School.

11
 7. Downs, B., Metters, R. and J. Semple 2001. Managing Inventory with Multiple Products,
Lagsin Delivery, Resource Constraints, and Lost Sales: a Mathematical
ProgrammingApproach, Management Science, 47(3), 464_479.

SDL Activities
Study lecture notes 40 slides x 3 2 hr Reading book chapter 4 hrs
mins 40 pages x 6 mins
Tutorial preparation 4 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 30 pp x 12 3 hrs Reading newspapers, 1 hr
mins business magazines, watching
TV news
Research 20hrs/10 2 hrs Group discussions 3 hrs
Assignment/Project
Searching internet 1 hr
Total Self Directed Learning = 25 Hours

Topic 11: Waiting Time Management

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 16
Learning Outcome:

Students shall be able to learn the techniques and best work practices in time management.
PERFORMANCE CRITERIA:

7.1 Determine why waiting lines are often mismanaged.

7.2 Establish the non intuitive nature of waiting lines.
7.3 Provide solutions to simple waiting line problems.
7.4 Manage the trade off involved in the strategic decision of centralized versus
decentralizing services providers.
7.5 Identify strategies to reduce customers perceived waiting time or reduce the
psyclogical cost of waiting

Reading Resource Materials

1. Lecture Notes
2. Text 2:
1. Katz, K., B. Larson, and R. Larson. 1991. Prescription for the Waiting_in_Line Blues:
Entertain, Enlighten, and Engage. Sloan Management Review, 32(2), 4453.
2. Quinn, P., B. Andrews, and H. Parsons. 1991. Allocating Telecommunications Resources
at L.L. Bean, Inc. Interfaces, 21(1), 7591.
3. Randhawa, S., A. Mechling, and R. Joerger. 1989. A Simulation_Based Resource_Planning
4. System for the Oregon Motor Vehicles Division. Interfaces, 19(6), 4051.
5. Albright, S. Christian, and Wayne Winston. Essentials of Practical Management Science.
Mason, OH: Cengage, 2005.
6. Hall, Randolph W. Queueing Methods for Services and Manufacturing. Englewood
Cliffs, N.J.: Prentice-Hall, 1991.
SDL Activities
Study lecture notes 25 slides x 3 1 hr Reading book chapter 2 hrs

12
 mins 20 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/12 5 hrs
Study journal articles 20 pp x 12 2 hrs
mins
Research 20hrs/10 2 hrs Group discussions 1 hr
Assignment/Project
Searching internet 1 hr
Total Self Directed Learning = 16 Hours

5.0 Resources

The recommended texts are:

Metters Richard, Metters Kathryn, Pullman Madeleine; Successful Services Operation
Management.
Students must also read the listed readings after every topic.

Supplementary
Wright J,Race P; The Management of Services Operations.
Johnston R, Clark G; Services Operation Management

6.0 Assessment

1.1 Grades
(a) The overall mark for the unit depends on performance during the trimester (50%) and
performance in the final examination (50%).

In Class Assessment

1. Midterm Test (to be held in lecture week *) 20%

2. Individual student Seminar Presentation 5%
3. Individual student Research Project (due in lecture week 11) 15%
4. Tutorial Attendance and participation (Clarify) 10%

Final Examination 50%

(b) In order to pass the unit, that is, to obtain a grade of C or better, it is necessary to score
at least 40% (ie 20/50) in the final examination. It is highly recommended that students
attend all tutorials/labs/workshops.

1.2 Letter Grade Scale

The following grading scales would be used:

6.1 Grade Marks GPA

A+ 90-100 4.33-5.00 High Distinction
A 85-89 4.00-4.27 Distinction
A- 80-84 3.73-3.93 Distinction

13
B+ 75-79 3.33-3.60 High Credit
B 70-74 3.00-3.27 Credit
B- 65-69 2.67-2.93 Credit
C+ 60-64 2.33-2.60 Pass
C 55-59 2.00-2.27 Pass
C- 50-54 1.67-1.93 Pass
D+ 45-49 1.33-1.60 Fail
D 40-44 1.00-1.27 Fail
D- 35-39 0.67-0.93 Fail
E Below 35 0-0.60 Fail
DNQ Did Not Qualify; student received over 50% of total 0 Fail
marks but did not meet other specified conditions
for a pass
W Withdrawn from Unit 0
CT Credit Transfer 0 Cross credit (CT)
NV Null & Void for Dishonest practice 0
I Result withheld/Incomplete assessment 0
X Continuing course 0
DNC Did Not Complete 0
CP Compassionate Pass 0
Aeg Aegrotat Pass 0
PT Pass Terminating 0
P Pass 0
NP Not Passed 0

1.0 Programme Regulations and Dissatisfaction with Assessment

The academic conduct of the students is governed by the University Academic and Students
Regulation (UASR). All students must obtain a copy of the UASR from the FNU academic office
and familiarize themselves with all academic matters.

Should a student be dissatisfied with either the internal or external assessment, they can take
the following steps to get redress of their grievance.

Internal Assessment: The student can refer the work back to the unit coordinator for checking
and reassessment. Following this reassessment, if the student is still dissatisfied, the student
may refer the work to the HOD. The HOD will then appoint another lecturer to examine the work
and result will then stand.
Final Exam: The student can apply for re-check of the grade as per the procedures laid down in
the UASR.

1.0 Plagiarism and Dishonest Practice Regulation

Plagiarism and dishonest practices are serious offences for which offenders shall be penalized.
Students must read the relevant section of UASR to understand the various types of cases

14
defined as dishonest practices in academic work and to also know the penalties associated with
these kinds of practices.

9. Final Examination Scripts

9.1. A student may obtain a copy of his/her assessed final exam script(s), and all other
written materials submitted for assessment in a unit, upon application on the
prescribed form and upon the payment of the prescribed administration fee(s).
9.2. A student may view online marking guide for in the final exam paper.
9.3. No access to exam scripts shall be permitted after 12 months of the release of results
for any unit.

10. Reconsideration of Assessment and Unit Grades, and Appeals

10.1. A student may apply for reconsideration of the final (end-point) assessment.
10.2. Applications for reconsideration shall be made only after a student has viewed his/her
exam script and the marking guide under the provisions of s14 above, and remains
unsatisfied with the results obtained. The application for reconsideration shall specify
the question(s) which he/she is seeking a reconsideration of, and the basis for this.
10.3. Applications for reconsideration shall be made within five days of the result being
released if the student wishes to pursue a course to which the course(s) under
reconsideration is a prerequisite, or 21 days of the date of release of the results
otherwise. Applications need to be made by lodging a duly completed
Reconsideration of Assessment form, together with the necessary fees for the
reconsideration, to the Academic Office, which shall submit the application to the
respective Dean.
10.4. The Dean or the Head of the Academic Section authorized by the Dean to deal with
applications for reconsideration of grades shall cause the reconsideration to be done
expeditiously and independently.
10.5. Reconsideration of unit grades shall comprise
10.5.1.a careful check that the referred to examination question and part-question was
read by the examiner and given an appropriate mark;
10.5.2.a careful remarking of the question(s) being asked for reconsideration;
10.5.3.a careful check that the total examination mark has been accurately transposed
within the proportions (% coursework vs. % final examination) previously
established by the examiner;
10.5.4.a careful computation of all the marks awarded for the coursework; and
10.5.5.a careful check that the coursework mark has been accurately transposed within
the proportions previously established by the examiner.
10.6. The application shall be considered and a decision communicated to the Academic
Office within five working days of the receipt of the application for reconsideration
from the Academic Office if the course under reconsideration is a prerequisite to a
course that the student is required to undertake in the term immediately following to
complete his/her Programme, or within ten working days otherwise.
10.7. The outcome of the reconsideration shall be communicated to the student by the
Academic Office within two days of the receipt of the report from the Dean.

15
10.8. If the student is dissatisfied with the outcome of the application, the student may
apply to the College Academic Appeals Committee for reconsideration of the
grade/result. Appeals shall be made within five working days of the date of the
notification of the outcome of the application for reconsideration. Applications shall
be made by lodging a duly completed form prescribed for this purpose to the
Academic Office, which then shall be sent by the Academic Office to the College
Appeals Committee within one working day of its receipt. The Appeals Committee
shall cause a careful reconsideration of the documents as listed in s15.5 above, as
well as cause to be carried out a careful examination of all or a sample of other
scripts (with such sample determined by a specified process by the Academic Office)
for the unit to ensure consistency of marking and assessment.
10.9. The College Academic Appeals Committee shall advise the Academic Office of the
outcome of the appeal within five working days from the date of the receipt of the
application from the Academic Office if the course is a prerequisite to a course that
the student would need to do in the term immediately following to complete a
programme or within 15 working days otherwise. The Academic Office shall advise
the student within 24 hours by email or phone.
10.10. A grade may be unchanged, raised or lowered following reconsideration under this
section.
10.11. A student who is dissatisfied with the award of the College Academic Appeals
Committee may appeal further to the Students Appeals Committee for
reconsideration of the decision of the College Academic Appeals Committee. This
appeal must be lodged within two working days from the date of the notification if
the course under reconsideration is a prerequisite to a course that the student is
required to undertake in the term immediately following to complete his/her
Programme or within ten working days otherwise.
10.12. Appeals against the decision of the College Academic Appeals Committee shall be
made by lodging the prescribed application form [Appeal: Reconsideration of
Assessment] to the Academic Office.
10.13. The Students Appeals Committee shall advice the Academic Office of the outcome of
the appeal within five working days of the date of the lodgement of the appeal if the
appeal concerns a prerequisite to another unit that the student needs to do in the
term immediately following to complete the programme, or 20 working days
otherwise.
10.14. A student may be given provisional admission into a unit if the unit whose grade is
under reconsideration or is under appeal is a prerequisite. The admission would be
confirmed if the students application succeeds. If the application fails, the student
shall be deregistered from the unit, with no loss of fee paid for the unit.
10.15. Any and all fee paid for reconsideration of a unit grade , including the fees to get a
copy of the script and to view the marking guide, shall be refunded to the candidate,
if, as a result of the reconsideration or appeals, the grade for the unit is raised.
10.16. The decision of the Students Appeals Committee shall be final.

16