| Course Type | Elective Course |
|---|
| Course Level | Master's Degree With Thesis |
|---|
| Year of Study | - |
|---|
| Semester | - |
|---|
| ECTS | 10 |
|---|
| Name of Lecturer(s) |
|
| Learning Outcomes |
At the end of this course, the students;
- Gain an ability to identify the main characteristics of service firms and an ability to link these characteristics with industrial engineering problems
- Gain an ability of analyzing services systems
- Gain an ability of measuring service quality
- Gain an ability of modeling service delivery processes within queuing models
|
| Mode of Delivery | Face to face |
|---|
| Prerequisites | No |
|---|
| Recommended Optional Programme Components | None |
|---|
| Course Description | Basic properties of service systems. Process design in service systems. Management functions in service systems, planning and controlling stages. Capacity planning in service systems. Quality and efficiency in service systems. |
|---|
| Course Contents |
| WEEK |
TOPICS |
|
1st Week |
Introduction to service systems |
|
2nd Week |
Service systems by economic indicators, service types, main characteristics of services |
|
3rd Week |
Main characteristics of services, differences between goods and services |
|
4th Week |
Service types |
|
5th Week |
Service system design and delivery processes |
|
6th Week |
Service quality, models, and quality measurement in services |
|
7th Week |
Service quality, models, and quality measurement in services |
|
8th Week |
Midterm |
|
9th Week |
Customer satisfaction process, customer complaint process |
|
10th Week |
Queuing Systems |
|
11th Week |
Queuing Systems |
|
12th Week |
Paper discussion |
|
13th Week |
Student presentations |
|
14th Week |
Student presentations |
|
| Recommended or Required Reading | Winston W. L. Operations Research, Applications, and Algorithms, 2004, Dixbury Press;
Edvardsson B., Thomasson B., Ovretveit J. Quality of Service, McGraw-Hill Co., England, 1994. |
|---|
| Planned Learning Activities and Teaching Methods |
- Lecture
- Questions/Answers
- Problem Solving
- Practice
- Presentation
|
|---|
| Assessment Methods and Criteria |
|
Quantity |
Percentage (%) |
| Mid-term |
1 |
30 |
| Project |
1 |
30 |
| Total(%) |
|
60 |
| Contribution of In-term Studies to Overall Grade(%) |
|
60 |
| Contribution of Final Examination to Overall Grade(%) |
|
40 |
| Total(%) |
|
100 |
|
| ECTS Allocated Based on Student Workload |
| Activities |
Quantity |
Duration (Hour) |
Total Workload (Hour) |
| Midterm exam |
1 |
2 |
2 |
| Preparation for Quiz |
|
|
|
| Individual or group work |
14 |
14 |
196 |
| Preparation for Final exam |
1 |
25 |
25 |
| Course hours |
14 |
3 |
42 |
| Preparation for Midterm exam |
1 |
25 |
25 |
| Laboratory (including preparation) |
|
|
|
| Final exam |
1 |
2 |
2 |
| Homework |
1 |
14 |
14 |
| Total Work Load | 306 |
| Total Work Load / 30 (h) | 10.2 |
| ECTS Credit of the Course | 10 |
|
| Language of Instruction | Turkish |
|---|
| Work Placement(s) | No |
|---|
