ISM5242 Service Operations ManagementBahçeşehir UniversityDegree Programs SUPPLY CHAIN AND LOGISTICS MANAGEMENT (TURKISH, NON-THESIS)General Information For StudentsDiploma SupplementErasmus Policy StatementNational QualificationsBologna Commission
SUPPLY CHAIN AND LOGISTICS MANAGEMENT (TURKISH, NON-THESIS)
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 Spring 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)
1)
1) Understanding Services: Introduction to Service Operations Management, Characteristics and Classification of Services, Service Strategies
1)
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
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 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) Based on Bachelor level(First Cycle) qualifications, to develop and deepen knowledge to the proficiency level in the field of Supply Chain and Logistics Management.
2) To define and implement knowledge with scientific methods by using vague, limited or incomplete data; to use combination of interdisciplinary knowledge.
3) To design and implement analytic, model and experiment based research in the field of Supply Chain and Logistics Management, to analyze and interpret complex situations faced related to the field.
4) To identify and formulate Supply Chain and Logistics Management problems, to develop methods for the solutions, to implement innovative ways in the solutions.
5) To work effectively disciplinary and multi-disciplinary teams, to lead this teams and to develop solution approaches in complex situations, to work individually and to take responsibility.
6) To evaluate, interpret and implement knowledge and skills acquired at proficiency level in Supply Chain and Logistics Management field with a critical approach.
7) To communicate current developments and studies, within the field or in other fields to both national and international groups, systematically and clearly using written and oral techniques.
8) To be able to use advanced information technology and communication technology with software knowledge to input and analyze data related with Supply Chain and Logistics Management.
9) To provide individuality and contribution to the studies of Supply Chain and Logistics Management field.
10) To audit the data gathering, interpretation, implementation and announcement stages in the Supply Chain and Logistics Management field by taking into consideration the cultural, scientific, and ethic values and to teach these values.
11) To have effective and efficient managerial skills