INDUSTRIAL ENGINEERING
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)	Build up a body of knowledge in mathematics, science and industrial engineering subjects; use theoretical and applied information in these areas to model and solve complex engineering problems.
2)	Identify, formulate, and solve complex engineering problems; select and apply proper analysis and modeling methods for this purpose.
3)	Design a complex system, process, device or product under realistic constraints and conditions, in such a way as to meet the desired result; apply modern design methods for this purpose. The ability to apply modern design methods to meet this objective.
4)	Devise, select, and use modern techniques and tools needed for solving complex problems in industrial engineering practice; employ information technologies effectively.
5)	Design and conduct experiments, collect data, analyze and interpret results for investigating the complex problems specific to industrial engineering.
6)	Cooperate efficiently in intra-disciplinary and multi-disciplinary teams; and show self-reliance when working independently.
7)	Demonstrate effective communication skills in both oral and written English and Turkish. Writing and understanding reports, preparing design and production reports, making effective presentations, giving and receiving clear and understandable instructions.
8)	Recognize the need for lifelong learning; show ability to access information, to follow developments in science and technology, and to continuously educate him/herself.
9)	Develop an awareness of professional and ethical responsibility, and behaving accordingly. Information about the standards used in engineering applications.
10)	Know business life practices such as project management, risk management, and change management; develop an awareness of entrepreneurship, innovation, and sustainable development.
11)	Know contemporary issues and the global and societal effects of modern age engineering practices on health, environment, and safety; recognize the legal consequences of engineering solutions.
12)	Develop effective and efficient managerial skills.