PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
IENG 424	SERVICE SYSTEMS MANAGEMENT	3 + 0	7th Semester	5

COURSE DESCRIPTION

Course Level	Bachelor's Degree
Course Type	Elective
Course Objective	The intent of the service systems management course is to provide students with an understanding of the analysis, decision making and implementation issues of managing the operational aspects of a service.
Course Content	The Role of Services in an Economy and the Nature of Services, Services Concept, New Service Development and Technology, Services Quality, Services Facility Location, The Service Performance Measuring System, Supply Demand Operations Management
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	Students know the basic terms of service systems, and explores new developments related to these concepts
2	Students are able to design service systems according to the principles of customer relations and quality
3	Students are able to manage and develop the service systems according to the basis of quality management tools.

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13
LO 001	1	4	4	2	1	3	3	1	3	3	4	3	5
LO 002	1	2	4	1	1	3	5	2	3	3	3	1	5
LO 003	1	2	4	2	1	4	4	1	4	3	3	4	5
Sub Total	3	8	12	5	3	10	12	4	10	9	10	8	15
Contribution	1	3	4	2	1	3	4	1	3	3	3	3	5

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	3	42
Assignments	4	6	24
Mid-terms	1	10	10
Final examination	1	14	14
Presentation / Seminar Preparation	1	14	14
Report / Project	1	26	26
Total Work Load ECTS Credit of the Course			130 5

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
IENG 424	SERVICE SYSTEMS MANAGEMENT	3 + 0	1	Turkish	2022-2023 Spring

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Asts. Prof. Dr. SEMİH COŞKUN	scoskun@pau.edu.tr		MUH A0325	%60

Goals		The intent of the service systems management course is to provide students with an understanding of the analysis, decision making and implementation issues of managing the operational aspects of a service.
Content		The Role of Services in an Economy and the Nature of Services, Services Concept, New Service Development and Technology, Services Quality, Services Facility Location, The Service Performance Measuring System, Supply Demand Operations Management

Topics

Weeks	Topics
1	Service Concept
2	Systems Approach and Service Systems
3	Characteristics of Service Systems
4	Classification of Service Systems
5	Total Quality Approach in Service Systems
6	Performance Measurement and Evaluation in Service Systems
7	Performance Measurement and Evaluation in Service Systems
8	Mid-term Examination
9	Service Marketing Systems and Supply Demand Relations
10	Service Marketing Management
11	Data Mining Applications in Service Systems
12	Service Sectors Analysis Project Application
13	Service Sectors Analysis Project Application
14	Service Sectors Analysis Project Application

Materials

Materials are not specified.

Resources

Resources	Resources Language
Ders Sunum Notları	Türkçe
Kitap: Hizmet / Servis Sistemleri Kavram - Teori - Uygulama, Prof.Dr. Süleyman Ersöz, Doç.Dr. Adnan Aktepe, Seçkin Yayıncılık, 2020.	Türkçe

Course Assessment

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student