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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS IÜE 5010 SERVICE OPERATIONS MANAGEMENT COMPULSORY 3 0 0 5

Offered By

Production Management and Industrial Business Administration

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

ASSOCIATE PROFESSOR PINAR ÖZKAN

Offered to

Course Objective

Explanation of design and improvement of service processes and the methods used to improve the quality of service offered

Learning Outcomes of the Course Unit

1   1. To have knowledge about the characteristics of service processes 2   2. To have knowledge about the design of service processes 3   3. Understanding of the creation of competitive service processes 4   4. To teach the methods used in improving the quality of service 5   5. Evaluation of methods to improve the efficiency and reduce the costs of service processes

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 1. The definition of service, service design and creation of competitive service strategy 2 2. Service quality, measurement of service quality, SERVQUAL model and examples of applications 3 3. Efficiency improvement and cost-reduction techniques in service businesses 4 4. Efficiency improvement and cost-reduction techniques in service businesses 5 5. Waiting line 6 6. Queueing models 7 7. Balancing the demand and capacity 8 8. Performance measurement in service businesses, methods used to measure the performance in service businesses 9 9. Supply chain management 10 10. Lean service, lean practices in service businesses 11 11. Quality improvement techniques in service businesses 12 12. Six sigma applications in service businesses 13 13. Student Presentations 14 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

Interactive classroom environment, case studies, company visits, term homework assignments

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FCG FINAL COURSE GRADE 3 FCGR FINAL COURSE GRADE MTE * 0.40 + FCG* 0.60 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) MTE * 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) Tutorials 2 3 6 Lectures 12 3 36 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 Preparation for final exam 1 10 10 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 124

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