MATHEMATICS (TURKISH, PHD) | |||||
PhD | TR-NQF-HE: Level 8 | QF-EHEA: Third Cycle | EQF-LLL: Level 8 |
Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
INE4206 | Service Operation Management | Fall | 3 | 0 | 3 | 6 |
The course opens with the approval of the Department at the beginning of each semester |
Language of instruction: | En |
Type of course: | Departmental Elective |
Course Level: | |
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. . |
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 |
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 |
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: | 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). |
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 |
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 |
No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
Program Outcomes | Level of Contribution |