ECTS - Service Operations Management
Service Operations Management (TOUR108) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Service Operations Management | TOUR108 | 2. Semester | 3 | 0 | 0 | 3 | 5.5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Compulsory Departmental Courses |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Demonstration, Discussion, Question and Answer. |
| Course Lecturer(s) |
|
| Course Objectives | The course takes an operations point of view to look at companies and industries in the service sector. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Concepts and tools necessary to effectively manage a global hospitality/tourism service operation in a realistic and practical manner. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Introduction to service operations management | Chapter 1 |
| 2 | Developing a service operation strategy | Chapter 2 |
| 3 | Service process improvement | Chapter 3 |
| 4 | Leadership and teams in service operations management | Chapter 4 |
| 5 | Service supply and logistics networks | Chapter 5 |
| 6 | Innovation and services development | Chapter 6 |
| 7 | Mid-term Exam | Mid-term Exam |
| 8 | Service operations performance quality | Chapter 7 |
| 9 | Sustainable service operations | Chapter 8 |
| 10 | Service operations performance | Chapter 9 |
| 11 | Not-For-Profit and public service operations management | Chapter 10 |
| 12 | Pursuit of simplicity in service operations | Chapter 11 |
| 13 | Electronic service operations management | Chapter 12 |
| 14 | Case study | Case study |
| 15 | Review | Review |
| 16 | Final Exam | Final Exam |
Sources
| Course Book | 1. David, W. Parker. (2012) Service Operations Management, Edward Elgar Publishing, Massachussets |
|---|
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | 1 | 20 |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | - | - |
| Presentation | - | - |
| Project | - | - |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 35 |
| Final Exam/Final Jury | 1 | 45 |
| Toplam | 3 | 100 |
| Percentage of Semester Work | 55 |
|---|---|
| Percentage of Final Work | 45 |
| Total | 100 |
Course Category
| Core Courses | X |
|---|---|
| Major Area Courses | |
| Supportive Courses | |
| Media and Managment Skills Courses | |
| Transferable Skill Courses |
The Relation Between Course Learning Competencies and Program Qualifications
| # | Program Qualifications / Competencies | Level of Contribution | ||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | ||
| 1 | Have a basic knowledge of theories, facts and principles related to tourism and tourism management. | X | ||||
| 2 | To have information about the economic, cultural, social and environmental dimensions of tourism. | X | ||||
| 3 | Have knowledge of general business and economics and understand the strategies of human resources management, food and beverage applications, accounting and finance, management and marketing and service marketing in tourism enterprises. | X | ||||
| 4 | Knows the national and international legal regulations, social, environmental and professional ethical values related to the field of tourism and develops appropriate behaviors to ethics. | X | ||||
| 5 | Demonstrates reading, comprehension, speaking and writing skills in English at least at the B2 level of European Language Portfolio | X | ||||
| 6 | Demonstrates reading, comprehension, speaking and writing skills at a general level of European Language Portfolio A2 in Russian, French, German or Spanish. | X | ||||
| 7 | Uses the information about Tourism and Hotel Management in the business settings and profession; use information and communication technologies and software related to the field. | X | ||||
| 8 | Carries out the service processes related to Tourism and Hotel Management in line with the needs and demands of the consumers and proposes solutions to the problems that will affect the service processes. | X | ||||
| 9 | Generates professional knowledge from the data and synthesizes, analyzes, interprets and evaluates the produced knowledge; gain the ability of doing research project preparation and using the information in solving the problems; makes personal and professional development permanent | X | ||||
| 10 | He / she takes care of personal care, hygiene, clothing and appearance as required by the tourism sector. | X | ||||
| 11 | Communicates effectively with written, oral, non-verbal and visual ways and demonstrates presentation skills, works effectively as a team and independently. | X | ||||
| 12 | Recognize and understand different cultures and interact with guests from different cultures. | X | ||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | 16 | 3 | 48 |
| Laboratory | |||
| Application | |||
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 16 | 1 | 16 |
| Presentation/Seminar Prepration | |||
| Project | |||
| Report | |||
| Homework Assignments | 1 | 7 | 7 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 25 | 25 |
| Prepration of Final Exams/Final Jury | 1 | 41 | 41 |
| Total Workload | 137 | ||