ECTS - Service Systems Management

Service Systems Management (AVM422) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Service Systems Management AVM422 Area Elective 3 0 0 3 5
Pre-requisite Course(s)
N/A
Course Language English
Course Type Technical Elective Courses
Course Level Bachelor’s Degree (First Cycle)
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture, Discussion, Question and Answer, Field Trip, Problem Solving, Team/Group, Brain Storming.
Course Coordinator
Course Lecturer(s)
Course Assistants
Course Objectives Upon successful completion of this course, the students will be able to understand how to manage effectively service systems. Students will have the appropriate skills to approach in service system problems. Students will be able to find, analyze and propose effective and efficient solutions for service system problems. Furthermore, students will be able to incorporate operations, strategy, information technology and marketing issues in the effective management of a service system.
Course Learning Outcomes The students who succeeded in this course;
  • Students will learn theoretical background information on service management
  • Students will be able to define and manage service systems managements.
  • Students will be able to define, analyze and solve service systems management problems of organizations
Course Content Introduction to service management, building the service system, operating the service system, tools and techniques for managing service operations.

Weekly Subjects and Releated Preparation Studies

Week Subjects Preparation
1 Introduction to Service Systems Management
2 The Service Concept
3 Customer and Supplier Relations
4 Customer Expectations and Satisfaction
5 Managing Supply Relations
6 Service Processes
7 Service People
8 Resource Utilization
9 Mid-Term Exam
10 Networks, Technology and Information
11 Performance Measurement and Management
12 Driving Operational Improvement
13 Service Strategy
14 Service Culture
15 Operational Complexity
16 Final Exam

Sources

Course Book 1. . Johnston R., Clark G., Service Operations Management, 3 rd edition, Prentice Hall, Financial Times, 2011.
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, 2 nd 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 - -
Field Work - -
Special Course Internship - -
Quizzes/Studio Critics - -
Homework Assignments 1 20
Presentation - -
Project - -
Report - -
Seminar - -
Midterms Exams/Midterms Jury 1 30
Final Exam/Final Jury 1 50
Toplam 3 100
Percentage of Semester Work 50
Percentage of Final Work 50
Total 100

Course Category

Core Courses
Major Area Courses X
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 determine, identify, formulate and solve the problems in the field of aviation management; for this purpose, ability to select and apply appropriate methods of analyzing and modelling X
2 Adequate knowledge in the areas of business, management, and aviation management; ability to apply to identify and solve the problems encountered in the field of air transport operations and theoretical and practical knowledge in these areas. X
3 Ability to design to meet the specific requirements of complex system or process related to aviation management, under realistic constraints and conditions; for this purpose, ability to apply modern design methods.( Realistic constraints and conditions, depending on the nature of the design, contain items as economics, environmental issues, sustainability, manufacturability, ethical, health, safety, social and political problems.) X
4 The ability to select, use and develop of modern techniques and tools that are needed for the applications needed in aviation management;the ability to use information technologies effectively. X
5 To examine the problem of aviation management experimental design, conducting experiments, collecting data, analyzing and interpreting the results skills. X
6 The ability to work effectively in the disciplinary and multi-disciplinary teams; individual study skills. X
7 Effective verbal and written communication skills in English; follow the information and developments in the field and be able to share with other people, use it in the B1 level of European Language Portfolio, knowing at least one foreign language. X
8 Aware of the necessity of lifelong learning, ability to access to information, follow developments in science and technology and continuous self-renewal ability. X
9 Information about business applications such as project management, risk management and change management; awareness of entrepreneurship, innovation and sustainable development.
10 Information about the effects of aviation management applications on health, environment and safety in the universal and social dimensions and be aware of the legal consequences of the applications to be performed. X
11 To possess conscious about the effects of management and workplace applications of aviation management enterprises on occupational and environmental safety and the health of employees, as well as awareness about legal consequences of these applications. X
12 To possess conscious about responsibility of professional and ethics. 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 14 2 28
Presentation/Seminar Prepration
Project
Report
Homework Assignments 1 10 10
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury 1 15 15
Prepration of Final Exams/Final Jury 1 20 20
Total Workload 121