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 | Natural & Applied Sciences Master's Degree |
| 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 | 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 | Ability to apply the acquired knowledge in mathematics, science and engineering | |||||
| 2 | Ability to identify, formulate and solve complex engineering problems | X | ||||
| 3 | Ability to accomplish the integration of systems | |||||
| 4 | Ability to design, develop, implement and improve complex systems, components, or processes | |||||
| 5 | Ability to select/develop and use suitable modern engineering techniques and tools | X | ||||
| 6 | Ability to design/conduct experiments and collect/analyze/interpret data | |||||
| 7 | Ability to function independently and in teams | |||||
| 8 | Ability to make use of oral and written communication skills effectively | |||||
| 9 | Ability to recognize the need for and engage in life-long learning | |||||
| 10 | Ability to understand and exercise professional and ethical responsibility | |||||
| 11 | Ability to understand the impact of engineering solutions | |||||
| 12 | Ability to have knowledge of contemporary issues | |||||
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 | ||