TÜRKÇE
ENGLISH
Information
| Code | EM544 |
| Name | Service Systems Management |
| Term | 2022-2023 Academic Year |
| Semester | . Semester |
| Duration (T+A) | 3-0 (T-A) (17 Week) |
| ECTS | 6 ECTS |
| National Credit | 3 National Credit |
| Teaching Language | Türkçe |
| Level | Doktora Dersi |
| Type | Normal |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Dr. Öğr. Üyesi EBRU YILMAZ |
Course Goal / Objective
The aim of this course is to give knowledge about the processes, problems and its solution approaches in the service sectors.
Course Content
Basic characteristics of service enterprises, service process design, capacity and workforce planning in service systems, management functions, planning activities, control functions, components of quality system, service quality plans, quality element in service design, statistical techniques, efficiency and performance measurement, continuous monitoring techniques and continuous improvement cycles.
Course Precondition
None
Resources
Some studies from the related literature
Notes
Some studies from the related literature
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Understands basic characteristics of service enterprises. |
| LO02 | Explains capacity and workforce planning in service systems. |
| LO03 | Explains quality factor in service design and components of quality system. |
| LO04 | Understands performance criteria in service sector. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Conducts scientific research in industrial engineering, understands, interprets and applies knowledge in his/her field domain both in-depth and in-breadth. | 4 |
| PLO02 | Bilgi - Kuramsal, Olgusal | Keeps up with the recent changes and applications in the field of Industrial Engineering and examines and learns these innovations when necessary. | 4 |
| PLO03 | Bilgi - Kuramsal, Olgusal | Acquires detailed knowledge for methods and tools of industrial engineering and their limitations. | 4 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Identifies, gathers and uses necessary information and data. | 4 |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Develops original definitions that will provide innovation to the field at the level of expertise for current and advanced information in the field based on graduate qualifications. | 3 |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Designs and performs analytical modeling and experimental research and analyze/solves complex matters emerged in this process. | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | Has the ability to develop/propose new and/or original ideas and methods, propose new solutions for designing systems, components or processes. | 3 |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Designs Industrial Engineering problems, develops new methods to solve the problems and applies them. | 3 |
| PLO09 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Works in multi-disciplinary teams, take a leading role and responsibility and develop solutions for complex problems. | 3 |
| PLO10 | Yetkinlikler - Öğrenme Yetkinliği | Completes and applies the knowledge by using limited resources in scientific methods and integrates the knowledge in the field with the knowledge form various disciplines. | 4 |
| PLO11 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Uses a foreign language in verbal and written communication at least B2 level of European Language Portfolio. | 2 |
| PLO12 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Presents his/her research findings systematically and clearly in oral or written forms in national and international platforms. | 3 |
| PLO13 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Understands social and environmental implications of engineering practice. | |
| PLO14 | Yetkinlikler - Öğrenme Yetkinliği | Considers social, scientific and ethical values in data collection, interpretation and announcement processes and professional activities. | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Basic characteristics of service enterprises | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 2 | Service process design | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 3 | Capacity in service systems | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 4 | Workforce planning in service systems | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 5 | Management functions | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 6 | Planning activities | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 7 | Control functions | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 8 | Mid-Term Exam | The preparation for the mid-term exam | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Components of quality system | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 10 | Service quality plans | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 11 | Quality element in service design | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 12 | Istatistical techniques | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 13 | Efficiency and performance measurement | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 14 | Continuous monitoring techniques and continuous improvement cycles | Reading the resources related to the section | Öğretim Yöntemleri: Anlatım, Tartışma |
| 15 | Project presentations | The preparation for the project presentation | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 16 | Term Exams | The preparation for the term exam | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | The preparation for the term exam | Ölçme Yöntemleri: Yazılı Sınav |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 3 | 42 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 5 | 70 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 1 | 5 | 5 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 12 | 12 |
| Final Exam | 1 | 30 | 30 |
| Total Workload (Hour) | 159 | ||
| Total Workload / 25 (h) | 6,36 | ||
| ECTS | 6 ECTS | ||