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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS END 4804 SUPPLY AND SERVICE SYSTEMS COMPULSORY 4 0 0 5

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 Characteristics and nature of services 2 The focus of service management: customers, Globalization of service systems 3 Service strategy and competitiveness 4 Technology and its impact on services, design and development of services 5 Human resource management in service systems 6 Work measurement in service systems, facility planning 7 Demand and supply management in service systems 8 Queuing systems and simulation 9 Service quality 10 Efficiency and performance measurement in service systems 11 Midterm Exam 12 Demand forecasting and scheduling in service systems 13 Project management 14 Linear programming, goal programming and inventory management in service 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 FIN FINAL EXAM 3 FCG FINAL COURSE GRADE MTE * 0.50 + FIN * 0.50 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + RST * 0.50 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

MIDTERM EXAM: %50 FINAL EXAM: %50

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

hasan.selim@deu.edu.tr, gonca.tuncel@deu.edu.tr; seren.ozmehmet@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 13 4 52 Preparations before/after weekly lectures 13 3 39 Preparation for midterm exam 1 12 12 Preparation for final exam 1 18 18 Final 1 2 2 Midterm 1 2 2 TOTAL WORKLOAD (hours) 125

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 LO.1 2 4 LO.2 3 3 LO.3 3 5 3 4 LO.4 4 4 4 3 LO.5 4 5 4 4