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Information
| Unit | ADANA VOCATIONAL SCHOOL |
| Code | OTP241 |
| Name | Service Management and Organization |
| Term | 2018-2019 Academic Year |
| Semester | 3. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Belirsiz |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. SABRİ CAN EKERER |
| Course Instructor |
Öğr. Gör. SABRİ CAN EKERER
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
After-sales service in the service sector people who work in the field of customer relations and be able to have a common understanding and approach to customer satisfaction. 2. The people who work in customer service and ability to provide quality culture. 3. To understand the ways of being successful in customer relationships and ensure customer satisfaction. 4. The competent service of the overall quality of the vehicle in place until the quality of the services provided to understand the importance of quality tools
Course Content
1 Service Sector Overview and Importance 2 Human System, Personality Structure and Behavior 3 Human System, Personality Structure and Behavior 4 Human System, Personality Structure and Behavior 5 Customer Relations 6 Customer Relations 7 Service Quality and Customer Satisfaction 8 Service Quality and Customer Satisfaction 9 Service Quality and Customer Satisfaction 10 Quality Improvement and Efficiency, Profitability 11 Quality Improvement and Efficiency, Profitability 12 Quality Improvement and Efficiency, Profitability 13 After Sales Services 14 After Sales Services
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | After-sales service in the industry who will work in the service of the customer relationship and customer satisfaction to be able to have a common understanding and approach. |
| LO02 | For people to work in customer service and ability to provide quality culture. |
| LO03 | To be successful in customer relations and customer satisfaction to comprehend the way. |
| LO04 | Authorized service place in the overall quality of the vehicle until the vehicle with the quality of services provided to understand the importance of the quality o |
| LO05 | Service or in the private sector to become alert to problems that may arise |
| LO06 | Separated from service to ensure that customers are satisfied with the service you need to prepare the material and spiritual environment |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Contemporary knowledge of the automotive industry requires developing and changing technologies and customer expectations, and to watch to grasp the importance of customer relations. To ensure customer satisfaction, service management, total quality management procedures related to the organization and be able to use effectively. | 4 |
| PLO02 | - | Business set up and management | 4 |
| PLO03 | - | Organization and management of occupational health and safety | 3 |
| PLO04 | - | Have knowledge of basic technical drawings, part drawings, making photos, read to computer-aided drafting. Machine elements make accounts, occupational safety and health measures for workers, Engine make material deformation and material inspection, to comply with environmental and human health protection rules | 0 |
| PLO05 | - | Maintenance and repair of engines and mechanical processes do or make. Auto electrical installations, starter and charging system to make repairs. Battery (the battery) to maintain and repair, automotive repair and maintenance of electronic systems do, indicators, safety and comfort systems to maintenance and repair, heating and cooling (air conditioning) and make repair and maintenance of ventilation systems. | 2 |
| PLO06 | - | Energy and the efficient use of energy, the laws of thermodynamics and gas related applications and do the calculations, making the maintenance and repair of diesel fuel injection systems, fuel and ignition systems of gasoline engines make maintenance and repair | 1 |
| PLO07 | - | Motion control systems to make maintenance and repair, maintenance, make the driveline, engine test and make settings Perform maintenance and repair of the emission control system, the machine elements to do the accounts, motor vehicle mechanics do the accounts, alternative engines and fuel systems maintenance do | 1 |
| PLO08 | - | Technical use of foreign languages, to measure vehicle and engine parts System / product to determine the purpose and scope of the system / product detailed research on the subject, system / product for the calculation / software to make System / product, perform, carry out activities related to professional development | 0 |
| PLO09 | - | Occupation algebraic applications, equations and inequalities, functions, trigonometry, complex numbers, exponential functions and logarithms, geometry, matrices and linear systems of equations, limits and continuity, derivatives, integrals related practices. | 2 |
| PLO10 | - | Understanding of the importance of lifelong learning, scientific and technological advances constantly improve yourself by watching, tracking global issues to be conscious individuals. | 1 |
| PLO11 | - | Independent study to decide, disciplinary and interdisciplinary team work ability, professional ethics to be aware of quality and safety. | 1 |
| PLO12 | - | Understanding of the importance of lifelong learning, scientific and technological advances constantly improve yourself by watching, tracking global issues to be conscious individuals. | 2 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Service Sector Overview and Importance | Reviewing lecture notes | |
| 2 | The concepts of Management and Organization | Reviewing lecture notes | |
| 3 | Types of Organizations | Reviewing lecture notes | |
| 4 | Levels of Management | Reviewing lecture notes | |
| 5 | The concept of service, Aftersales, Mechanic and Authorized service | Reviewing lecture notes | |
| 6 | After Sales Services | Reviewing lecture notes | |
| 7 | Service Quality and Customer Satisfaction | Reviewing lecture notes | |
| 8 | Mid-Term Exam | Reviewing lecture notes | |
| 9 | The mission and responsibilities of Authorized Services | Reviewing lecture notes | |
| 10 | The concept of Guarantee | Reviewing lecture notes | |
| 11 | Quality in Service and the concept of Quality | Reviewing lecture notes | |
| 12 | Quality Improvement and Efficiency, Profitability | Reviewing lecture notes | |
| 13 | Authorized service departments and procedures | Reviewing lecture notes | |
| 14 | Service Personel and Positions | Reviewing lecture notes | |
| 15 | after Service Followup | Reviewing lecture notes | |
| 16 | Term Exams | Reviewing lecture notes | |
| 17 | Term Exams | Reviewing lecture notes |
Assessment (Exam) Methods and Criteria
| Assessment Type | Midterm / Year Impact | End of Term / End of Year Impact |
|---|---|---|
| 1. Midterm Exam | 100 | 40 |
| General Assessment | ||
| Midterm / Year Total | 100 | 40 |
| 1. Final Exam | - | 60 |
| Grand Total | - | 100 |