| CHILD DEVELOPMENT (TURKISH) | |||||
| 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 gain both theoretical and practical knowledge about physical, cognitive, social-emotional aspects of child development. | 4 |
| 2) | To display actions in professional practice based on ethical principles and values. | 5 |
| 3) | To adopt the principle of lifelong learning, using efficient ways for accessing information. | 5 |
| 4) | To know the stages of child development and to be able to use models / theories efficiently for supporting children's cognitive, affective and psycho-motor development. | 5 |
| 5) | To plan, implement and evaluate professional projects, research and events with a sense of social responsibility, | 5 |
| 6) | To be able to use effective communication methods in counseling and child and family-based guidance. | 3 |
| 7) | To be sensitive to the child and family-related issues taking into account the child's stages of development, and to implement strategies for personal development of child and education methods which are vital for leading effective and productive life. | 5 |
| 8) | To use the education and communication materials according to the child development stage, and to create proper educational environment. | 5 |
| 9) | To take responsibilities in the field of child development and education using interdisciplinary approach, and to use information technologies, and to engage in projects and activities. | 5 |
| 10) | To use health information technologies for research in the field of child development. | 5 |
| 11) | To be able to monitor occupational information using at least one foreign language, to collaborate and communicate with colleagues at international level. | 5 |
| 12) | To become a good example for colleagues and society, and represent efficiently the professional identity using advanced knowledge about child development. | 5 |