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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS END 3923 SERVICE SYSTEMS ELECTIVE 3 0 0 4

Offered By

Industrial Engineering

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR HASAN SELIM

Offered to

Industrial Engineering

Course Objective

The objective of this course is to provide students with an understanding of how industrial engineering tools and techniques can be used in design, evaluation, and improvement of service systems.

Learning Outcomes of the Course Unit

1   Achieve an understanding of the nature of services, service encounters, the focus of service management and service strategy 2   Be able to define the technology, and its impact on services 3   Be able to design services and service systems 4   Be able to operate service systems 5   Be able to execute service operations

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 The nature of services and service encounters 2 Customers: The focus of service management, Globalization of services 3 Service strategy and competitiveness 4 Technology and its impact on services, Design and development of services 5 Human resource management in services 6 Work measurement in services, Facility layout 7 Managing demand and supply in services 8 Queuing and simulation 9 Service quality 10 Service productivity and performance measurement 11 Midterm exam 12 Forecasting demand for services, Scheduling 13 Project management 14 Linear and goal programming applications for services, Service inventory systems

Recomended or Required Reading

Service Management and Operations, Cengiz Haksever, Barry Render, Roberta S. Russell, Robert G. Murdick, Prentice Hall, 0-13-081338-9, 2000

Planned Learning Activities and Teaching Methods

Lectures, Homework and Class discussions

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 ASG ASSIGNMENT 3 FIN FINAL EXAM 4 FCG FINAL COURSE GRADE MTE*0.35+ASG *0.15+FIN * 0.50 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE*0.35+ASG *0.15+RST * 0.50 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

E-mail: hasan.selim@deu.edu.tr, Tel: 0232 3017618 gonca.tuncel@deu.edu.tr; Tel: 0232 3017617

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 13 3 39 Preparations before/after weekly lectures 13 2 26 Preparation for midterm exam 1 10 10 Preparation for final exam 1 12 12 Preparing assignments 1 10 10 Final 1 2 2 Midterm 1 2 2 TOTAL WORKLOAD (hours) 101

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 LO.1 4 4 4 3 3 4 LO.2 5 3 4 4 3 4 4 LO.3 5 4 3 5 4 5 5 4 4 5 LO.4 4 4 4 5 4 5 5 4 4 4 LO.5 5 5 5 5 4 5 5 4 4 4