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 | 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 | Adequate knowledge in mathematics, science and computing fields; ability to apply theoretical and practical knowledge of these fields in solving engineering problems related to information systems. | X | ||||
| 2 | Ability to identify, define, formulate and solve complex engineering problems; selecting and applying proper analysis and modeling techniques for this purpose. | |||||
| 3 | Ability to design a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; ability to apply modern design methods for this purpose. | |||||
| 4 | Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in information systems engineering applications; ability to use information technologies effectively. | X | ||||
| 5 | Ability to gather data, analyze and interpret results for the investigation of complex engineering problems or research topics specific to the information systems discipline. | |||||
| 6 | Ability to work effectively in inter/inner disciplinary teams; ability to work individually. | |||||
| 7 | a. Effective oral and written communication skills in Turkish; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. b. Knowledge of at least one foreign language; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. | |||||
| 8 | Recognition of the need for lifelong learning; the ability to access information and follow recent developments in science and technology with continuous self-development. | |||||
| 9 | a. Ability to behave according to ethical principles, awareness of professional and ethical responsibility. b. Knowledge of the standards utilized in information systems engineering applications. | |||||
| 10 | a. Knowledge on business practices such as project management, risk management and change management. b. Awareness about entrepreneurship, and innovation. c. Knowledge on sustainable development. | |||||
| 11 | a. Knowledge of the effects of information systems engineering applications on the universal and social dimensions of health, environment, and safety. b. Awareness of the legal consequences of engineering solutions. | |||||
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 | ||