POM604 - SERVICE OPERATIONS MANAGEMENT
| Course Name | Code | Semester | Theory (hours/week) |
Application (hours/week) |
Credit | ECTS |
|---|---|---|---|---|---|---|
| SERVICE OPERATIONS MANAGEMENT | POM604 | 2nd Semester | 3 | 0 | 3 | 6 |
| Prequisites | None | |||||
| Course language | Turkish | |||||
| Course type | Elective | |||||
| Mode of Delivery | Face-to-Face | |||||
| Learning and teaching strategies | Lecture Discussion Preparing and/or Presenting Reports Problem Solving | |||||
| Instructor (s) | Department Members | |||||
| Course objective | Aim of the course is to look at general production approaches in a way to reflect the properties of service production because of the increasing importance of service companies. | |||||
| Learning outcomes |
| |||||
| Course Content | Service Strategy, Service Process Improvement, New Service Development, Service Quality, Service Supply Relationship, Globalization of Services. | |||||
| References | - Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. K. (2019). Service management: operations, strategy, information technology, 9/e., Mc Graw Hill. - Haksever, C., Render, B., Russell, R. S., & Murdick, R. G. (2000). Service management and operations, 2/e, Prentice Hall. - Johnston, R., & Clark, G. (2005). Service operations, Prentice Hall. | |||||
Course outline weekly
| Weeks | Topics |
|---|---|
| Week 1 | Introduction to Service Operations Management |
| Week 2 | Reviews of scientific papers |
| Week 3 | Reviews of scientific papers |
| Week 4 | Service Strategy |
| Week 5 | Managing Service Project |
| Week 6 | New Service Development |
| Week 7 | Service Process Ä°mprovement |
| Week 8 | Service Quality |
| Week 9 | Managing Quality and Demand |
| Week 10 | Service Facility Location |
| Week 11 | Supporting Facility and Process Flows |
| Week 12 | Service Supply Relationship |
| Week 13 | Service Productivity and Measurement Performance |
| Week 14 | Globalization of Services |
| Week 15 | Presentation |
| Week 16 | Final Exam |
Assesment methods
| Course activities | Number | Percentage |
|---|---|---|
| Attendance | ||
| Laboratory | ||
| Application | ||
| Field activities | ||
| Specific practical training | ||
| Assignments | ||
| Presentation | ||
| Project | ||
| Seminar | ||
| Midterms | ||
| Final exam | ||
| Total | ||
| Percentage of semester activities contributing grade succes | ||
| Percentage of final exam contributing grade succes | ||
| Total | ||
WORKLOAD AND ECTS CALCULATION
| Activities | Number | Duration (hour) | Total Work Load |
|---|---|---|---|
| Course Duration (x14) | 0 | ||
| Laboratory | 0 | ||
| Application | 0 | ||
| Specific practical training | 0 | ||
| Field activities | 0 | ||
| Study Hours Out of Class (Preliminary work, reinforcement, ect) | 0 | ||
| Presentation / Seminar Preparation | 0 | ||
| Project | 0 | ||
| Homework assignment | 0 | ||
| Midterms (Study duration) | 0 | ||
| Final Exam (Study duration) | 0 | ||
| Total Workload | 0 | 0 | 0 |
Matrix Of The Course Learning Outcomes Versus Program Outcomes
| D.9. Key Learning Outcomes | Contrubition level* | ||||
|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |
| 1. Conducts novel and ethical research on business, reports outcomes in a critical manner. | X | ||||
| 2. Solves problems via appropriate softwares, adapts to new methods and software. | X | ||||
| 3. Has managerial and leadership skills to identify problems, objectives and strategic plans for organizational progress with a critical point of view. | X | ||||
| 4. Plays an active role in projects, analyses relationship between stakeholders accurately, motivates and manages all stakeholders through effective language skills. | X | ||||
| 5. Has necessary communication skills to manage verbal and written communication. | X | ||||
| 6. Analyses and uses contemporary and advanced knowledge in relation with information from different areas. | X | ||||
| 7. Progresses continuously and transfers the experience in both written and verbal ways. | X | ||||
| 8. Through anticipation and strategic thinking, plays an active role in organizational decision making process. | X | ||||
| 9. Uses knowledge in consistency with the ethical, social and international values in an unbiased manner. | X | ||||
| 10. Has expertise on the multi-disciplinary nature of management and related fields. | X | ||||
| 11. Approaches problems with a wide strategic perspective, self-develops continuously. | X | ||||
| 12. Shares novel studies, is up to date both in knowledge and personal network. | X | ||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest