ISM5242 Service Operations ManagementBahçeşehir UniversityDegree Programs ENGINEERING MANAGEMENT (TURKISH, NON-THESIS)General Information For StudentsDiploma SupplementErasmus Policy StatementNational Qualifications
Master TR-NQF-HE: Level 7 QF-EHEA: Second Cycle EQF-LLL: Level 7

Course Introduction and Application Information

Course Code Course Name Semester Theoretical Practical Credit ECTS
ISM5242 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: Turkish
Type of course: Departmental Elective
Course Level:
Mode of Delivery: Face to face
Course Coordinator : Dr. Öğr. Üyesi ADNAN ÇORUM
Recommended Optional Program Components: None
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
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
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.

Evaluation System

Semester Requirements Number of Activities Level of Contribution
Homework Assignments 5 % 15
Midterms 2 % 50
Final 1 % 35
Total % 100
Total % 100

ECTS / Workload Table

Activities Number of Activities Duration (Hours) Workload
Course Hours 14 3 42
Study Hours Out of Class 10 3 30
Midterms 1 2 2
Final 1 2 2
Total Workload 76

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) To be process oriented
2) To integrate technical specifications with management functions
3) To improve management skills by taking into account the economic, social and environmental conditions
4) To launch fast and agile decision-making process
5) To lead disciplinary and multi-disciplinary teams, to develop solution approaches in complex situations, to work individually and to take responsibility
6) To have conscious of professional and ethical responsibility
7) To be aware of economic and legal implications of engineering solutions
8) To have ability of selection and efficient use of modern techniques, equipments and information technologies for engineering management
9) To have verbal and oral effective communication skills by using visual methods in Turkish and English
10) To have conscious of necessity to lifelong learning
11) To be aware of entrepreneurship, sustainability and innovation
12) To be capable of designing and conducting experiments and collecting data, analyzing and interpreting results