Week |
Subject |
Related Preparation |
1) |
Course overview, introduction |
Review syllabus |
2) |
The role of the services in an economy and the characteristics of services |
Review course notes |
3) |
Service systems strategy
ALA-1: Service package and SWOT analysis
|
Review course notes |
4) |
Service development and Service Blue Print technique
ALA-2: Service Blue
Print application
|
Review course notes |
5) |
Service quality and SERVQUAL method
ALA-3: SERVQUAL
Application
|
Review course notes |
6) |
Statistical analysis on
Servqual data
|
Review course notes |
7) |
Customer experience (CX) and Customer Journey Map technique
ALA-4: Customer Journey
Map Application
|
Review course notes |
8) |
Digital aspect of services:User Experience (UX), Managing waiting lines, service encounter
|
Review course notes |
9) |
Industry Seminar-1 |
|
10) |
Application of IE tools and techniques in service management |
Review course notes |
11) |
Industry Seminar-2 |
|
12) |
Application of IE tools and techniques in service management |
Review course notes |
13) |
Term project presentations |
|
14) |
Term project presentations ve dönemin tekrarı |
|
Course Notes / Textbooks: |
Ders notları, ders kitapları, bilimsel makaleler, raporlar ve araştırmaların toplamından oluşacaktır.
Course slides will include a blend of knowledge from textbooks, articles, reports and research studies.
Textbook /Ders kitabı:
*Fitzsimmons J.A. & Fitzsimmons M.J., Service Management: Operations, Strategy, Information Technology, 8th Edition, McGraw Hill (2014). |
References: |
Johnston R., Clark G., Shulver M., Service Operations Management, 4th Edition, Pearson (2012). |
|
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. |
1 |
2) |
Identify, formulate, and solve complex engineering problems; select and apply proper analysis and modeling methods for this purpose. |
4 |
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. |
1 |
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. |
3 |