Evaluation of Service Management Simulation Activities
Discover the evaluation methods for the TM254 Service Management Activity and Simulation, aiming to assess the impact on student learning outcomes through timely communication and service management focus. Various sources such as grades, questionnaires, student perceptions, and interviews are used to gauge effectiveness and improve future iterations.
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Presentation Transcript
Evaluation of service management simulation activities David Bowers and Matthew Nelson (C&C) October 2018 December 2019
Whats being evaluated? TM254 Service Management Activity (SMA) and Simulation (SMS) TM254: IT management: the Why, the What and the How first presentation October 2018 ~780 students Team working is medium throughout module (rather than message) First facet of teamworking effective communication in context Activity SMA optional in 18J Game based learning students enrol anonymously, groups of 5, assigned specific roles daily email may require response (selection of button) responses determine outcome of activity Simulation SMS automated instantiation of activity, simulated responses Students reflect on way partivcipants responded, and impact, in TMA01 04/04/2025 Bowers, Nelson: Evaluation of service management simulation activities
What were trying to find out Whether or not activity (SMA) and simulation (SMS) help students achieve learning outcomes: Appreciation of importance of timely communication Understanding that service management focus needs to pervade responses Evidence sources Grades from relevant TMA question Compare those students who did complete activity and those who didn t Voluntary RTSF questionnaire following TMA submission Exploring students perceptions of the activity and simulation in the context of the module Exploring students understanding of how the SMA/SMS affected their understanding of the relevant outcomes Anecdotal evidence from forum comments Follow up telephone interviews with sample of students Deeper exploration of issues raised in RTSF survey Seeking also to mitigate irritant features of both SMA and SMS Re-evaluate in 2019J 04/04/2025 Bowers, Nelson: Evaluation of service management simulation activities
