ECTS - Service Systems
Service Systems (IE419) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Service Systems | IE419 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Elective Courses |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Discussion, Question and Answer, Problem Solving, Team/Group, Project Design/Management. |
| Course Lecturer(s) |
|
| Course Objectives | Upon successful completion of this course, the students will be able to conceptualize service system problems and have the appropriate skills to approach problems, and propose effective and efficient solutions. Furthermore, students will be able to incorporate operations, strategy, information technology and marketing issues in the design and effective management of a service system. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Techniques and applications of control concepts in the design of service systems with efficiency and customer satisfaction, service strategy and competitiveness, major concerns in the establishment of a service system, tools and techniques for managing service operations. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Introduction to service systems, the role of services and nature of services | |
| 2 | The focus of service management, service strategy and competitiveness | |
| 3 | New service development, technology in services and the service encounter | |
| 4 | New service development, technology in services and the service encounter | |
| 5 | Service facility location and facility design consideration and techniques | |
| 6 | Service quality, productivity, measurement of performance and the continuous improvement for service systems | |
| 7 | Managing demand and supply in service systems with consideration to capacity planning and queuing models | |
| 8 | Midterm | |
| 9 | Managing demand and supply in service systems with consideration to capacity planning and queuing models Service Supply Relationships : Supply Chain Management and vehicle routing | |
| 10 | Service Supply Relationships : Supply Chain Management and vehicle routing | |
| 11 | Service Supply Relationships : Supply Chain Management and vehicle routing | |
| 12 | Project management in service systems | |
| 13 | Linear and Goal programming applications for service systems | |
| 14 | Linear and Goal programming applications for service systems | |
| 15 | Term project presentations of the teams. | |
| 16 | Final Examination Period |
Sources
| Course Book | 1. Fitzsimmons J. A., and Fitzsimmons M. J., Service Management, Operation Strategy and Information Technology, 5th edition, McGraw-Hill, 2006. |
|---|---|
| Other Sources | 2. Haksever C., Render B., Russel R. S., Murdick and R. G., Service Management and Operations, 2nd edition, Prentice Hall, 2000. |
| 3. Kasper H, Helsdingen P., Gabbott M., Services Marketing Management: a strategic perspective, 2nd edition, John Wiley & Sons, c2006 | |
| 4. Gilmore A. Services Marketing and Management, London; Thousand Oaks, Calif.: Sage Publications, 2003. | |
| 5. Looy B.V, Gemmel P., Dierdonck R., Service management: an integrated approach, 2nd edition, Harlow: Financial Times Prentice Hall, 2003. |
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | 1 | 20 |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | - | - |
| Presentation | - | - |
| Project | 1 | 30 |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 20 |
| Final Exam/Final Jury | 1 | 30 |
| Toplam | 4 | 100 |
| Percentage of Semester Work | 70 |
|---|---|
| Percentage of Final Work | 30 |
| Total | 100 |
Course Category
| Core Courses | |
|---|---|
| Major Area Courses | |
| Supportive Courses | X |
| 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 | Acquires sufficient knowledge in mathematics, natural sciences, and related engineering disciplines; gains the ability to use theoretical and applied knowledge in these fields in solving complex engineering problems. | |||||
| 2 | Gains the ability to identify, define, formulate, and solve complex engineering problems; acquires the skill to select and apply appropriate analysis and modeling methods for this purpose. | X | ||||
| 3 | Gains the ability to design a complex system, process, device, or product to meet specific requirements under realistic constraints and conditions, and applies modern design methods for this purpose. | |||||
| 4 | Develops the skills to develop, select, and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in industrial engineering applications; gains the ability to effectively use information technologies. | X | ||||
| 5 | Gains the ability to design experiments, conduct experiments, collect data, analyze and interpret results for the investigation of complex engineering problems or discipline-specific research topics. | |||||
| 6 | Acquires the ability to work effectively in intra-disciplinary and multidisciplinary teams, as well as individual work skills. | |||||
| 7 | Acquires effective oral and written communication skills in Turkish; at least one foreign language proficiency; gains the ability to write effective reports, understand written reports, prepare design and production reports, make effective presentations, and give and receive clear instructions. | |||||
| 8 | Develops awareness of the necessity of lifelong learning; gains the ability to access information, follow developments in science and technology, and continuously renew oneself. | |||||
| 9 | Acquires the consciousness of adhering to ethical principles, and gains professional and ethical responsibility awareness. Gains knowledge about the standards used in industrial engineering applications. | |||||
| 10 | Gains knowledge about practices in the business life such as project management, risk management, and change management. Develops awareness about entrepreneurship and innovation. Gains knowledge about sustainable development. | |||||
| 11 | Gains knowledge about the universal and social dimensions of the impacts of industrial engineering applications on health, environment, and safety, as well as the problems reflected in the engineering field of the era. Gains awareness of the legal consequences of engineering solutions. | |||||
| 12 | Gains skills in the design, development, implementation, and improvement of integrated systems involving human, material, information, equipment, and energy. | X | ||||
| 13 | Gains knowledge about appropriate analytical and experimental methods, as well as computational methods, for ensuring system integration. | |||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | 16 | 3 | 48 |
| Laboratory | |||
| Application | 1 | 15 | 15 |
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 16 | 2 | 32 |
| Presentation/Seminar Prepration | |||
| Project | 1 | 8 | 8 |
| Report | |||
| Homework Assignments | |||
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 10 | 10 |
| Prepration of Final Exams/Final Jury | 1 | 12 | 12 |
| Total Workload | 125 | ||