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Information
| Unit | INSTITUTE OF NATURAL AND APPLIED SCIENCES |
| INDUSTRIAL ENGINEERING (PhD) | |
| Code | EM544 |
| Name | Service Systems Management |
| Term | 2019-2020 Academic Year |
| Term | Spring |
| 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 | Doç. Dr. EBRU YILMAZ |
| Course Instructor |
The current term course schedule has not been prepared yet.
|
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
Resources
Notes
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 and applies performance criteria in service sector. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Understands, interprets and applies knowledge in his/her field domain both in-depth and in-breadth by doing scientific research in industrial engineering. | 5 |
| PLO02 | - | Acquires comprehensive knowledge about methods and tools of industrial engineering and their limitations. | 5 |
| PLO03 | - | Designs and performs analytical modeling and experimental research and analyze/solves complex matters emerged in this process. | 3 |
| PLO04 | - | Completes and applies the knowledge by using scarce and limited resources in a scientific way and integrates the knowledge into various disciplines. | 4 |
| PLO05 | - | Keeps up with the recent changes and applications in the field of Industrial Engineering and examines and learns these innovations when necessary. | 5 |
| PLO06 | - | Has the ability to propose new and/or original ideas and methods, develops innovative solutions for designing systems, components or processes. | 5 |
| PLO07 | - | 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. | 5 |
| PLO08 | - | Designs Industrial Engineering problems, develops innovative methods to solve the problems and applies them. | 5 |
| PLO09 | - | Works in multi-disciplinary teams and takes a leading role and responsibility. | 4 |
| PLO10 | - | Identifies, gathers and uses necessary information and data. | 4 |
| PLO11 | - | Follows, studies and learns new and developing applications of industrial engineering. | 5 |
| PLO12 | - | Uses a foreign language in verbal and written communication at least B2 level of European Language Portfolio. | 4 |
| PLO13 | - | Presents his/her research findings systematically and clearly in oral and written forms in national and international platforms. | 4 |
| PLO14 | - | Understands social and environmental implications of engineering practice. | 4 |
| PLO15 | - | Considers social, scientific and ethical values in the process of data collection, interpretation and announcement of the findings. | 5 |
| PLO16 | - | Works in multi-disciplinary teams, take a leading role and responsibility and develop solutions for complex problems. | 4 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Basic characteristics of service enterprises | Reading the resources related to the section | |
| 2 | Service process design | Reading the resources related to the section | |
| 3 | Capacity and workforce planning in service systems | Reading the resources related to the section | |
| 4 | Capacity and workforce planning in service systems | Reading the resources related to the section | |
| 5 | Management functions | Reading the resources related to the section | |
| 6 | Planning activities, control functions | Reading the resources related to the section | |
| 7 | Planning activities, control functions | Reading the resources related to the section | |
| 8 | Mid-Term Exam | The preparation for the mid-term exam | |
| 9 | Components of quality system, service quality plans | Reading the resources related to the section | |
| 10 | Components of quality system, service quality plans | Reading the resources related to the section | |
| 11 | Quality element in service design, statistical techniques | Reading the resources related to the section | |
| 12 | Efficiency and performance measurement | Reading the resources related to the section | |
| 13 | Efficiency and performance measurement | Reading the resources related to the section | |
| 14 | Continuous monitoring techniques and continuous improvement cycles | Reading the resources related to the section | |
| 15 | Project presentations | The preparation for the project presentation | |
| 16 | Term Exams | The preparation for the term exam | |
| 17 | Term Exams | The preparation for the term exam |
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 | ||