URBAN SYSTEMS AND TRANSPORTATION 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 Fall 3 0 3 8
The course opens with the approval of the Department at the beginning of each semester

Basic information

Language of instruction: Tr
Type of course: Departmental Elective
Course Level:
Mode of Delivery: Face to face
Course Coordinator : Dr. Öğr. Üyesi ADNAN ÇORUM
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 Outputs

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: 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
Attendance % 0
Laboratory % 0
Application % 0
Field Work % 0
Special Course Internship (Work Placement) % 0
Quizzes % 0
Homework Assignments 5 % 15
Presentation % 0
Project % 0
Seminar % 0
Midterms 2 % 50
Preliminary Jury % 0
Final 1 % 35
Paper Submission % 0
Jury % 0
Bütünleme % 0
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
Laboratory 0 0 0
Application 0 0 0
Special Course Internship (Work Placement) 0 0 0
Field Work 0 0 0
Study Hours Out of Class 10 3 30
Presentations / Seminar 0 0 0
Project 0 0 0
Homework Assignments 0 0 0
Quizzes 0 0 0
Preliminary Jury 0 0 0
Midterms 1 2 2
Paper Submission 0 0 0
Jury 0 0 0
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) Improving and enhancing information in expertise level on the concept of transportation licence level abilities in terms of transportation department and related departments.
2) Having detailed information about current technics, methods and their constraints in transportation engineering.
3) Having awareness about innovations and developments in profession, investigating and learning necessary informations about these
4) Completing and implementing information with limited datas, integrating informations of different discipline datas
5) Estabilishing engineering problems, improving methods for solution, implementing new methods in solutions
6) New/origin idea and method implementing, improving new solutions in system, part and process designs.
7) Understanding process and results of studies, presenting the datas oral and written in related department on national and international scales, understanding a foreign language, having speaking, writing and reading level at least Europan Language Portfolio B2.
8) Understanding social and environmental phases of technological implementations. Listing ability of current technics, methods, effects, constraints and results of technological implementations.
9) Considering social-scientific-ethic values in collecting-understanding-implementing-presenting phases and all activities.
10) Having information detailed and deeply by implemented researching in technology, evaluating and implementing of information
11) Developing method for defined technological problems and implementing innovative methods in solutions.
12) Modelling and implementing of experimental investigations, solving of complex cases in this process