COURSE UNIT TITLE

: PLANNING AND DESIGN OF SERVICE SYSTEMS

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
IND 5006 PLANNING AND DESIGN OF SERVICE SYSTEMS ELECTIVE 3 0 0 8

Offered By

Graduate School of Natural and Applied Sciences

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

PROFESSOR DOCTOR ŞEYDA AYŞE YILDIZ

Offered to

INDUSTRIAL ENGINEERING - NON THESIS
Industrial Engineering - Thesis (Evening Program)
INDUSTRIAL ENGINEERING
INDUSTRIAL ENGINEERING
INDUSTRIAL ENGINEERING - NON THESIS (EVENING PROGRAM)

Course Objective

Today, a majority of people are employed in the service function of the economy, where staff schedules are often the most critical concern and major determinant for both cost and service level. People in operational environments need guidance on measures for employee scheduling effectiveness, as well as an understanding of the advantages and disadvantages of various methods available for developing scheduling solutions. This course will consolidate, integrate, and extend results that are relatively inaccesible to students since these concepts are either ignored or at most, receive 10 percent of the time in academic courses dealing with production planning.

Learning Outcomes of the Course Unit

1   To make the students aware of staff scheduling problems in service industry
2   To enable the students formulate mathematical models for the construction of staff schedules
3   To enable the students develop quantitative skills in solving staff scheduling problems

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 The Nature and Scheduling of Services
2 Forecasting Demand for Services
3 Queueing Models and Simulation
4 Covering, Staffing and Cutting Stock Models
5 Integrated Days off and Shift Personnel Scheduling
6 An Integrated Nurse Scheduling Model
7 A Multi-Objective Programming Model for Scheduling Emergency Medicine Residents
8 Fuzzy Modeling in Staff Scheduling
9 A Shift Scheduling Model for Employees with Different Seniority Levels
10 Integration of OR and AI: Medical Residency Scheduling Application
11 Constraint Programming for Staff Scheduling Problems
12 Implicit Modeling for the Tour-Scheduling Problem Considering the Employee Work Preferences
13 Project Presentations
14 Project Presentations

Recomended or Required Reading

Selected material from the literature
Haksever, C., Render, B., Russell R.S., Murdick, R.G. Service Management and Operations, Prentice Hall Pub., 2000
Fitzsimmons, J. A.., Fitzsimmons H.J. Service Management for Competitive Advantage, Mc Graw Hill Pub., 1994

Planned Learning Activities and Teaching Methods

The course is taught in a lecture, class presentation and discussion format. Besides the taught lecture, student presentations are organized and they are presented at the scheduled lectures for all the students.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 ASG ASSIGNMENT
3 RPT REPORT
4 FIN FINAL EXAM
5 FCG FINAL COURSE GRADE MTE * 0.30 +ASG +RPT/2 * 0.30 +FIN * 0.40
6 RST RESIT
7 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.30 +ASG +RPT/2 * 0.30 +RST * 0.40


*** 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

English

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

Assoc.Prof.Dr. Şeyda Topaloğlu
e-mail: seyda.topaloglu@deu.edu.tr
tel: 301 7611

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 3 36
Preparations before/after weekly lectures 12 1 12
Preparation for final exam 1 40 40
Preparation for midterm exam 1 30 30
Preparation for project 1 40 40
Preparation for homeworks 3 10 30
Midterm 1 2 2
Final 1 2 2
TOTAL WORKLOAD (hours) 192

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10
LO.12324411
LO.243111
LO.3131131