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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS END 3954 SERVICE SYSTEMS ELECTIVE 3 0 0 5

Offered By

Industrial Engineering

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASSOCIATE PROFESSOR SEREN ÖZMEHMET TAŞAN

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   To be able to define the technology, and its impact on services 3   To be able to design services and service systems 4   To be able to operate service systems 5   To 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 The nature of services and service encounters 2 Customers: The focus of service management, 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 Managing demand and supply in service systems 8 Queuing systems and simulation 9 Service quality 10 Productivity and performance measurement in service systems 11 Productivity and performance measurement in service systems 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 Johnston, R., & Clark, G. (2005). Service operations management: improving service delivery. Pearson Education.

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 ASG ASSIGNMENT 3 FIN FINAL EXAM 4 FCG FINAL COURSE GRADE MTE * 0.35 + ASG * 0.15 + FIN * 0.50 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.35 + ASG * 0.15 + RST * 0.50

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)

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 14 3 42 Case study 1 3 3 Preparations before/after weekly lectures 10 2 20 Preparation for midterm exam 1 15 15 Preparation for final exam 1 15 15 Preparing assignments 4 3 12 Preparing presentations 1 5 5 Final 1 3 3 Midterm 1 3 3 TOTAL WORKLOAD (hours) 118

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 4 2 LO.4 4 2 LO.5 4 2 2 4 2