INDUSTRIAL ENGINEERING
Bachelor TR-NQF-HE: Level 6 QF-EHEA: First Cycle EQF-LLL: Level 6

Course Introduction and Application Information

Course Code Course Name Semester Theoretical Practical Credit ECTS
INE4206 Service Operation Management Spring 3 0 3 6
The course opens with the approval of the Department at the beginning of each semester

Basic information

Language of instruction: En
Type of course: Departmental Elective
Course Level: Bachelor
Mode of Delivery: Face to face
Course Coordinator : Assoc. Prof. OĞUZHAN ERDİNÇ
Course Objectives: Due to its substantial growth, service has become the dominant industry today, and industrial engineers are widely employed in service companies. This course will enable students to understand importance and characteristics of service systems, and to learn how to improve the efficiency, effectiveness, and quality of the services. The techniques for service design such as Service Blue Print, and service quality measurement method: Servqual will be discussed and applied. The experience-based approach in the modern service industry made Customer Experience (CX) the center of the operational success. CX and Customer Journey Map, a new tool for designing CX will be discussed and applied in this course. As the world goes digital, the modern services are digitalized. Therefore, the digital aspect of the services, including user experience (UX) will be discussed.
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Learning Outputs

The students who have succeeded in this course;
At the end of the course, you will be able to:
1) Explain the importance and characteristics of service systems in modern world.
2) Explain the service package and how to apply SWOT analysis in service industry.
3) Apply Service Blue Print technique for analyzing service processes
4) Apply SERVQUAL method to evaluate quality of services.
5) Explain analytic tools and techniques to improve service processes.
6) Describe Customer Experience and apply Customer Journey Map technique

Course Content

The role of the services in an economy and the characteristics of services, Service systems strategy, Service development and Service Blue Print technique, Service quality and SERVQUAL method, Statistical analysis on Servqual data, Customer experience (CX) and Customer Journey Map technique, Digital aspect of services:User Experience (UX), Managing waiting lines, service encounter, application of IE tools and techniques in service management

Weekly Detailed Course Contents

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

Sources

Course Notes: 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).

Evaluation System

Semester Requirements Number of Activities Level of Contribution
Attendance % 0
Laboratory 4 % 20
Application % 0
Field Work % 0
Special Course Internship (Work Placement) % 0
Quizzes % 0
Homework Assignments % 0
Presentation % 0
Project 1 % 30
Seminar 2 % 10
Midterms % 0
Preliminary Jury % 0
Final 1 % 40
Paper Submission % 0
Jury % 0
Bütünleme % 0
Total % 100
PERCENTAGE OF SEMESTER WORK % 30
PERCENTAGE OF FINAL WORK % 70
Total % 100

ECTS / Workload Table

Activities Number of Activities Duration (Hours) Workload
Course Hours 14 3 42
Laboratory 0 0 0
Application 4 2 8
Special Course Internship (Work Placement) 0 0 0
Field Work 0 0 0
Study Hours Out of Class 14 2 28
Presentations / Seminar 1 3 3
Project 1 30 30
Homework Assignments 0 0 0
Quizzes 0 0 0
Preliminary Jury 0 0 0
Midterms 0 0 0
Paper Submission 0 0 0
Jury 0 0 0
Final 1 40 40
Total Workload 151

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) 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.
2) Identify, formulate, and solve complex engineering problems; select and apply proper analysis and modeling methods for this purpose.
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.
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.