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Course Description Course Name : SERVICE SYSTEMS MANAGEMENT Course Code : EM-544 Course Type : Optional Level of Course : Second Cycle Year of Study : 1 Course Semester : Spring (16 Weeks) ECTS : 6 Name of Lecturer(s) : Asst.Prof.Dr. SEYFETTİN NOYAN OĞULATA Learning Outcomes of the Course : Recognizes the characteristics of service systems Gains the ability to design innovative different service systems Understans planning, scheduling techniques in the service sector Understands methods of site selection and placement of service systems Learns Cost Management and Control of service systems Learns about Revenue Management and Pricing in Service sector Learns performance management techniques in service systems Understands the differences among Quality, Information, Human Resources and Marketing Management in the service systems Mode of Delivery : Face-to-Face Prerequisites and Co-Prerequisites : None Recommended Optional Programme Components : None Aim(s) of Course : Students have the opportunity to work in the service sector, learn processes, problems and solution approaches for service systems Course Contents : Introduction and Basics concepts, Design and Innovation, Planning, Scheduling and Control, Location and Layout, Financial management, Cost Control, Revenue management and Pricing, Productivity and Quality, Knowledge management, Human Resources management. Language of Instruction : Turkish Work Place : seminar room   Course Outline /Schedule (Weekly) Planned Learning Activities Week Subject Student's Preliminary Work Learning Activities and Teaching Methods 1 Introduction and Basic Concepts Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 2 characteristics of service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 3 Service Systems Design and Innovation Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 4 Service Systems Planning Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 5 Service Scheduling and Control systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 6 The choice of location and placement in service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 7 Service Financial Management systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 8 Mid-terms 9 Cost Management and Control in service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 10 Performance management in service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 11 Service Productivity and Quality Management systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 12 Knowledge Management in service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 13 Human Resources Management Service systems Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice, 14 Service Marketing Management Lecture notes and resources , Lecture,: Question-Answer,,: Discussion, Drilland Practice,   Required Course Resources Resource Type Resource Name Recommended Course Material(s) Required Course Material(s)   Assessment Methods and Assessment Criteria Semester/Year Assessments Number Contribution Percentage     Mid-term Exams (Written, Oral, etc.) 1 60     Homeworks/Projects/Others 3 40 Total 100 Rate of Semester/Year Assessments to Success 40   Final Assessments 100 Rate of Final Assessments to Success 60 Total 100   Contribution of the Course to Key Learning Outcomes # Key Learning Outcome Contribution* 1 Understand, interpret and apply knowledge in his/her field domain both in-depth and in-breadth by doing scientific research in industrial engineering. 4 2 Acquire comprehensive knowledge about methods and tools of industrial engineering and their limitations. 4 3 Work in multi-disciplinary teams and take a leading role and responsibility. 4 4 Identify, gather and use necessary information and data. 5 5 Complete and apply the knowledge by using scarce and limited resources in a scientific way and integrate the knowledge into various disciplines. 4 6 Keep up with the recent changes and applications in the field of Industrial Engineering and analyze these innovations when necessary. 5 7 Work in multi-disciplinary teams, take a leading role and responsibility and develop solutions for complex problems. 4 8 Analyze Industrial Engineering problems, develop innovative methods to solve the problems. 5 9 Have the ability to propose new and/or original ideas and methods in developing innovative solutions for designing systems, components or processes. 5 10 Design and perform analytical modeling and experimental research and analyze/solve complex matters emerged in this process. 4 11 Follow, study and learn new and developing applications of industrial engineering. 0 12 Use a foreign language in verbal and written communication at least B2 level of European Language Portfolio. 4 13 Present his/her research findings systematically and clearly in oral and written forms in national and international platforms. 4 14 Understand social and environmental implications of engineering practice. 4 15 Consider social, scientific and ethical values in the process of data collection, interpretation and announcement of the findings. 4 * Contribution levels are between 0 (not) and 5 (maximum).   Student Workload - ECTS Works Number Time (Hour) Total Workload (Hour) Course Related Works     Class Time (Exam weeks are excluded) 13 3 39     Out of Class Study (Preliminary Work, Practice) 14 3 42 Assesment Related Works     Homeworks, Projects, Others 3 24 72     Mid-term Exams (Written, Oral, etc.) 1 2 2     Final Exam 1 2 2 Total Workload: 157 Total Workload / 25 (h): 6.28 ECTS Credit: 6