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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS IŞL 6133 STRATEGIC SERVICE OPERATIONS MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Business Administration

Level of Course Unit

Third Cycle Programmes (Doctorate Degree)

Course Coordinator

PROFESSOR DOCTOR HILMI YÜKSEL

Offered to

Business Administration

Course Objective

Introducing the techniques that are used to improve the the efficiency, effectiveness and the quality of service of service processes. Assessing the performance and evaluating the methods that can be used to improve the performance in the processes used in hospitals, banks, hotels, supermarkets and other service systems.

Learning Outcomes of the Course Unit

1   To have information about the concept of strategic services and the concepts of competitive service strategy 2   Recognizing the concepts and methods used in the measurement of efficiency and effectiveness in service processes 3   To have knowledge about the techniques that are used to increase the efficiency of the service processes 4   Understand the methods used to measure the performance of service processes 5   To have knowledge of new approaches to enhancing the quality of service outcomes

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 Strategic management and strategic service management 3 The creation of service strategy, competition and competitive service strategy. 4 The design of service system 5 Efficiency and effectiveness calculations in service businesses 6 Evaluation of factors that increase the efficiency of service businesses 7 Efficiency analysis in service businesses 8 Measurement of quality of service, SERVQUAL method 9 Productivity improvement techniques in service businesses (business analysis, waiting line analysis) 10 Productivity improvement techniques in service businesses (cost-benefit analysis, value analysis) 11 Improving the quality of service, lean manufacturing in service processes, six sigma applications 12 Performance measurement and management in service businesses 13 Balanced scorecard in performance measurement in service businesses-Data envelopment analysis for performance measurement in service businesses 14 Conclusion and Evaluation

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

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 STT TERM WORK (SEMESTER) 3 FIN FINAL EXAM 4 FCG FINAL COURSE GRADE MTE * 0.30 + STT * 0.30 + FIN* 0.40 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.30 + STT * 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

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 Preparation for final exam 1 15 15 Preparing assignments 1 15 15 Preparing presentations 1 3 3 Preparations before/after weekly lectures 14 3 42 Preparation for midterm exam 1 10 10 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 129

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 LO.1 1 LO.2 1 LO.3 1 LO.4 1 1 LO.5 1