COURSE UNIT TITLE

Offered By

Quality Management Non-thesis (Distance Learning)

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

PROFESSOR DOCTOR GÜLÜZAR KURT GÜMÜŞ

Offered to

Quality Management Non-thesis (Distance Learning)

Course Objective

The aim of this course is to address the concept of customer complaints with a process approach towards the implementation of the ISO 10002 Customer Satisfaction Management System Standard, to configure complaint resolution models that will provide long-term high satisfaction, to explain the role of human resources in problem solving by considering organizational and technological factors and to ensure that effective and result-oriented complaint management systems are operated.

Learning Outcomes of the Course Unit

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Recomended or Required Reading

Main: Effective Complaint Management: The Business Case for Customer Satisfaction, Bernd Stauss, Wolfgang Seidel, Springer, 2019.
Complaint Management Excellence: Creating Customer Loyalty through rvice recovery, Sarah Cook, Kogan Page Limited, 2012
Other: ISO 10002:2018 Quality Management Customer Satisfaction Guidelines For Complaints Handling In Organizations

Planned Learning Activities and Teaching Methods

1. Lectures
2. Case analysis

Assessment Methods

Further Notes About Assessment Methods

1. Midterm Exam: Midterm exam encompasses the subjects covered in lectures as well as weekly assignments (20%).
2. Term Work: Includes research work on a subject determined at the beginning of the semester (20%).
3. Final Exam: The exam encompasses all the subjects covered throughout the semester, as well as in-class discussions, applications and case studies (60%).
4. Resit: The exam encompasses all the subjects covered throughout the semester, as well as in-class discussions, applications and case studies (60%)

Assessment Criteria

Exam papers will be evaluated regarding the level of understanding, as well as defining the causality between the basic concepts and issues of the lecture, ability of giving examples and analytical thought, and using relevant terminology.
The average of midterm and final exam grades should be 75 in order for students to be successful in the course.

Language of Instruction

Turkish

Course Policies and Rules

1. It is essential that students make use of the reading list
2. Students are expected to be involved in class discussions

Contact Details for the Lecturer(s)

hulya.kurgun@deu.edu.tr

Office Hours

Friday, 13:00 - 17:00

Work Placement(s)

None

Workload Calculation

Contribution of Learning Outcomes to Programme Outcomes