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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS ISL 4015 SERVICE OPERATIONS MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Business Administration

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR HILMI YÜKSEL

Offered to

Business Administration Business Administration (Evening)

Course Objective

To explain the management of service businesses and the quality of service and the methods utilized for improving the efficiency of service businesses with examples given from service businesses.

Learning Outcomes of the Course Unit

1   To be able to explain the structure and and the specialities characteristics of service enterprises. 2   To be able to classify methods used in the management of service operations. 3   To be able to classify tools used in the management of service operations 4   To be able to list the strategies that can be applied in service processes. 5   To be able to classify the tools and methods used for improving the quality of service operations and increasing the efficiency of service operations.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Introduction and Course Description 2 Definition of the service, properties of services, classification of services. 3 Service Quality, measurement of service quality. 4 SERVQUAL model and examples of applications 5 Service system design, service plans 6 Choosing place of incorporation in service businesses 7 Facility layout in service businesses 8 Work measurement in service businesses 9 Waiting line, queueing models 10 Balancing of demand and capacity 11 Performance measurement in service businesses 12 Improving the quality of service 13 Lean practices in service businesses, six sigma applications in service businesses 14 Case Study

Recomended or Required Reading

Saime Oral, Hilmi Yüksel, Hizmet Işlemleri Yönetimi, Kanyılmaz Matbaası, 2007 Fitzsimmons J.A., Fitzsimmons M.J., Service Management, Operations Strategy and Information Technology by McGraw Hill Inc, 2001

Planned Learning Activities and Teaching Methods

Interactive lectures, case study method

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 MTEG MIDTERM GRADE MTEG * 1 3 FIN FINAL EXAM 4 FCGR FINAL COURSE GRADE MTEG * 0.40 + FIN * 0.60 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTEG * 0.40 + RST * 0.60 *** 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)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 14 3 42 Preparations before/after weekly lectures 14 4 56 Preparation for midterm exam 1 15 15 Preparation for final exam 1 18 18 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 133

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 PO.13 PO.14 PO.15 LO.1 1 LO.2 1 LO.3 1 LO.4 1 LO.5 1