FILM AND TELEVISION
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

Course Introduction and Application Information

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.

Basic information

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.

Learning Outcomes

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.

Course Content

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.

Weekly Detailed Course Contents

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

Sources

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.

Evaluation System

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

ECTS / Workload Table

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

Contribution of Learning Outcomes to Programme Outcomes

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Being familiar to the main concepts and methods of the social sciences and the fine arts devoted to understanding the world and the society	4
2)	Having comprehensive knowledge regarding different media and branches of art	3
3)	Knowing the historical background of audio-visual moving images in the world and in Turkey and keeping pace with the new developments in the area	1
4)	Having a good command of the language and the aesthetics of audio-visual moving images in the world and in Turkey	1
5)	Being able to create a narrative that could be used in a fiction or a non-fiction audio-visual moving image product	2
6)	Being able to write a script ready to be shot	2
7)	Having the skills to produce the photoboard of a script in hand and to shoot the film using the camera, the lights and other necessary equipment
8)	Being able to transfer the footage of a film to the digital medium, to edit and do other post-production operations
9)	Being able to create a documentary audio visual moving image from the preliminary sketch stage to shooting, editing and post-production stages
10)	Being able to produce an audio visual moving image for television and audio products for radio from preliminary stages through shooting and editing to the post-production stage
11)	Being culturally and theoretically equipped to make sense of an audio-visual moving image, to approach it critically with regard to its language and narration and being able to express his/her approach in black and white	3
12)	Having ethical values and a sense of social responsibility	5