Resources

Essential Information

Offered:

  • SP1, 2008
  • SP2, 2008
  • SP3, 2008

Core Unit for:

  • N/A

Elective Unit for:

Assessment:

  • Assignment 25%
  • Examination 75%

Pre-Requisites:

  • None

UNIT 307: MANAGEMENT OF PROFESSIONAL SERVICES


Overview

This unit is designed to meet the needs of a range of people delivering professional services who are moving into management roles. Over the past two decades the professional services environment has undergone significant change in response to external pressures from governments, the community, the legal system and the global economy.

This unit offers professionals the opportunity to reflect on the challenges facing their industries and gain new insights into how to best respond to ensure success for their organisations and personal satisfaction in their careers. It brings together concepts developed in other units in the program and shows how these can be applied to the management of a specific area.

Aims

After studying this unit you should be able to:

  • describe the changing nature of the professions and the professional service environment
  • explain the importance of effective communication and describe how different communication techniques can be applied to situations encountered in the management of professional service organisations
  • explain how quality management and risk management can improve the operations of professional service organisations
  • discuss the steps involved in establishing, operating and developing a successful professional practice
  • discuss the key issues involved in recruiting and making effective use of staff and maintaining their skills and motivation
  • explain how marketing informs the strategic planning process and outline the basic tools and techniques used in marketing professional services
  • describe a range of negotiation techniques and explain how these can be used to negotiate with staff, clients, contractors and authorities
  • explain how to establish and maintain good client relationships, provide clients with excellent service and ensure that the practice is adequately rewarded
  • describe a range of methods, tools and techniques that can be used to manage projects
  • critically review management practice in your organisation with a view to initiating positive improvement
  • develop a management philosophy that will assist in coping with change.

Topics

Part A - The professional practice context

  • Professional practice today
  • Communication
  • Quality and risk management

Part B - Managing the practice

  • Establishing, operating and developing the practice
  • HRM in the practice

Part C - Attracting, Winning and Managing Clients

  • Marketing and promotion
  • Negotiation
  • Managing the client relationship

Part D - Managing Delivery of Services

  • Project planning
  • Project implementation and review

Unit Chair & Study Guide Author

Eric Stokes
BCE, FIEAust, CPEng

Eric has taught engineering design and management and is currently a visiting lecturer at La Trobe University. He gained extensive experience in course design and the development of teaching and research facilities whilst on the staff of RMIT where he was a Head of Department. Eric is a past Honorary Treasurer of the Victorian Division of the Institution of Engineers, Australia, a past Chairman of the Division, a former member of the Accreditation Board of the Institution and a Past President of the Victorian Council of Professions. In 1996 he received the IEAust Victorian Division Chairman's Award for outstanding service.