QUALITY MANAGEMENT IN SERVICE SYSTEMS

KAL515

Course Code: KAL515
Semester: -
Theory+Practice: 3 + 0
ECTS: 10

Course Type

Elective Course

Course Level

Master's Degree With Thesis

Year of Study

Semester

ECTS

Name of Lecturer(s)

Learning Outcomes

At the end of this course, the students;

will have an ability to identify quality concept in service firms
will have an ability to interpret service quality models
will have an ability to measure quality level in services
will have an ability to apply required quality tools in service firms

Mode of Delivery

Face to face

Prerequisites

Recommended Optional Programme Components

None

Course Description

Course Contents

WEEK	TOPICS
1^st Week	Fundamental of service systems
2^nd Week	Management functions in service systems
3^rd Week	Planning and control of the service businesses
4^th Week	Service and quality
5^th Week	Customers based businesses
6^th Week	Customers satisfactions in service systems
7^th Week	Design of the service systems
8^th Week	Midterm exam
9^th Week	Defining quality variables in service systems
10^th Week	Measuring quality variables in service systems
11^th Week	Data analysis
12^th Week	Research on consumer/customer satisfactions
13^th Week	Case studies
14^th Week	Case studies

Recommended or Required Reading

Deming E. (1996) Krizden Çıkış, Kalder Yayınları.
Imai, (1986) Kaizen, Kalder Yayınları, Juran and Gryna (2001) Quality Planning & Analysis, 4th ed., McGraw-Hill.
Zeithaml, Parasuraman, Berry (1990) Delivering Quality Service, The Free Press.

Planned Learning Activities and Teaching Methods

Lecture
Discussion
Questions/Answers
Case Study
Presentation

Assessment Methods and Criteria

	Quantity	Percentage (%)
Mid-term	1	30
Assignment	4	20
Presentation of Article	2	20
Total(%)		70
Contribution of In-term Studies to Overall Grade(%)		70
Contribution of Final Examination to Overall Grade(%)		30
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	12	168
Preparation for Final exam	1	20	20
Course hours	14	3	42
Preparation for Midterm exam	1	20	20
Laboratory (including preparation)
Final exam	1	2	2
Homework	6	6	36
Total Work Load			290
Total Work Load / 30 (h)			9.66
ECTS Credit of the Course			10

Language of Instruction

Turkish

Work Placement(s)

Programme Qualifications / Learning Outcomes

	LO1	LO2	LO3	LO4
K1
K2	X	X	X	X
K3
K4	X	X	X	X
K5	X	X	X	X
K6	X	X		X