| EUROPEAN UNION RELATIONS | |||||
| Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 | ||
| Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
| ENM5242 | Service Operations Management | Fall | 3 | 0 | 3 | 12 |
| This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester. |
| Language of instruction: | English |
| Type of course: | Non-Departmental Elective |
| Course Level: | Bachelor’s Degree (First Cycle) |
| Mode of Delivery: | Face to face |
| Course Coordinator : | Assoc. Prof. BARIŞ SELÇUK |
| Recommended Optional Program Components: | N.A. |
| Course Objectives: | This course is intended to provide students with in depth knowledge of principles and theory of service operations management. The broad topic of service operations management will be studied from an integrated viewpoint with a focus on customer satisfaction and service delivery. This course will provide students with the concepts and tools necessary to understand the distinctive characteristics of services and provide solutions for important management problems. The topics that are covered in this course include understanding and describing service systems, designing services, managing and improving service quality, and managing demand and supply in service operations. |
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The students who have succeeded in this course; I. Define the distinctive characteristics of services. II. Describe a service by using the service package concept. III. Describe a service’s front-stage and backstage activities and illustrate the blue-print of a service. IV. Describe five different quality gaps of service. Identify these gaps in case studies. V. Illustrate the process flow diagram of a service. VI. Identify bottleneck activities, calculate rush order flow times, cycle times and throughput times of a service. VII. Use linear programming to construct DEA models of different service units. Solve the DEA model and identify efficient and inefficient service units. VIII. Find the optimal location of a service facility by using cross-median approach. IX. Find the optimal location of a service facility by using euclidean approach. X. Use Huff retail location model to calculate the market share of a service facility in a competitive environment. XI. Describe the overbooking strategy used in airlines and hotels. Define booking limits and protection levels. XII. Find the optimal booking limits for a reservation system by using theories of optimization and probability. XIII. Describe a queueing system by identifying its queue configuration, queue discipline, arrival pattern, service pattern and capacity. XIV. Describe the psychological aspects of waiting lines. XV. Use queueing theory to calculate the average waiting time per customer, average number of customers in the queue. |
| Service definition, service package, characteristics of service, service quality, managing demand and supply in service, service facility location decisions, queuing theory applications in service, data envelopment analysis, revenue management. |
| Week | Subject | Related Preparation |
| 1) | Understanding Services: Introduction to Service Operations Management, Characteristics and Classification of Services, Service Strategies | |
| 2) | Service Design: Generic Approaches, Service Blueprinting, Service Quality | |
| 3) | Service Design: Generic Approaches, Service Blueprinting, Service Quality | |
| 4) | Service Design: Service Processes Improvement, Data Envelopment Analysis | |
| 5) | Service Design: Data Envelopment Analysis | |
| 6) | Service Design: Service Facility Location | |
| 7) | MIDTERM I | |
| 8) | Managing Service Operations: Managing Capacity and Demand, Yield Management | |
| 9) | Managing Service Operations: Yield Management | |
| 10) | Managing Service Operations: Yield Management | |
| 11) | Quantitative Models for Service Management: Capacity Planning and Queuing Models, Preparation for MIDTERM II Exam | |
| 12) | MIDTERM II | |
| 13) | Quantitative Models for Service Management: Capacity Planning and Queuing Models | |
| 14) | Review | |
| 15) | Preparation for the final exam | |
| 16) | FINAL |
| Course Notes / Textbooks: | Fitzsimmons, James A. and Mona J. Fitzsimmons, Service Management: Operations, Strategy, Information Technology, 7th Edition, McGraw-Hill, Singapore, 2008. |
| References: | Johnston, Robert and Graham Clark, Service Operations Management: Improving Service Delivery, 3rd Edition, Prentice Hall, London, 2008. |
| Semester Requirements | Number of Activities | Level of Contribution |
| Homework Assignments | 5 | % 15 |
| Midterms | 2 | % 50 |
| Final | 1 | % 35 |
| Total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 65 | |
| PERCENTAGE OF FINAL WORK | % 35 | |
| Total | % 100 | |
| Activities | Number of Activities | Duration (Hours) | Workload |
| Course Hours | 12 | 3 | 36 |
| Homework Assignments | 5 | 10 | 50 |
| Midterms | 2 | 32 | 64 |
| Final | 1 | 50 | 50 |
| Total Workload | 200 | ||
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | To be able to examine, interpret data and assess ideas with the scientific methods in the area of EU studies. | 2 |
| 2) | To be able to inform authorities and institutions in the area of EU studies, to be able to transfer ideas and proposals supported by quantitative and qualitative data about the problems. | 2 |
| 3) | To be introduced to and to get involved in other disciplines that EU studies are strongly related with (political science, international relations, law, economics, sociology, etc.) and to be able to conduct multi-disciplinary research and analysis on European politics. | 3 |
| 4) | To be able to evaluate current news on European Union and Turkey-EU relations and identify, analyze current issues relating to the EU’s politics and policies. | 2 |
| 5) | To be able to use English in written and oral communication in general and in the field of EU studies in particular. | 1 |
| 6) | To have ethical, social and scientific values throughout the processes of collecting, interpreting, disseminating and implementing data related to EU studies. | 1 |
| 7) | To be able to assess the historical development, functioning of the institutions and decision-making system and common policies of the European Union throughout its economic and political integration in a supranational framework. | 2 |
| 8) | To be able to evaluate the current legal, financial and institutional changes that the EU is going through. | 2 |
| 9) | To explain the dynamics of enlargement processes of the EU by identifying the main actors and institutions involved and compare previous enlargement processes and accession process of Turkey. | 2 |
| 10) | To be able to analyze the influence of the EU on political, social and economic system of Turkey. | 2 |
| 11) | To acquire insight in EU project culture and to build up project preparation skills in line with EU format and develop the ability to work in groups and cooperate with peers. | 2 |
| 12) | To be able to recognize theories and concepts used by the discipline of international relations and relate them to the historical development of the EU as a unique post-War political project. | 3 |