Due to its substantial growth, service industry has become the prominent industrial sector in the modern world. This course aims to provide students with the necessary theoretical and applied knowledge to understand the essence of service operations, to identify ways to improve performance and quality of a service process with emphasis on service operations, digital systems and customer experience. Course will be student-centered and enriched with class activities.
Prerequisite(s)
-
Corequisite(s)
-
Special Requisite(s)
-
Instructor(s)
Lecturer Tuğçe Beldek
Course Assistant(s)
Res. Assist. Ayşe Paksoy
Schedule
This course is not offered in this semester.
Office Hour(s)
This course is not offered in this semester.
Teaching Methods and Techniques
-Lecture
-Discussion
-Application
-Presentation
Principle Sources
- Fitzsimmons J.A., Fitzsimmons M.J., Service Management: Operations, Strategy, Information Technology, McGraw Hill
-Johnston R., Clark G., Shulver M., Service Operations Management, Pearson.
Other Sources
- Course notes
- Case studies
- Technical reports and white papers
Course Schedules
Week
Contents
Learning Methods
1. Week
Course overview and introduction
Lecture, discussion
2. Week
Service economy and service models
Lecture, discussion
3. Week
Service design and Service Blueprint
Lecture, discussion
4. Week
Service Blueprint application
Application
5. Week
Service quality and Servqual method
Lecture, discussion, problem solving
6. Week
Use of quality tools for services
Lecture, problem solving
7. Week
Customer experience and Customer Journey Map
Lecture, discussion
8. Week
Customer Journey Map application
Application
9. Week
Service operations and managing waiting lines
Lecture, discussion
10. Week
Service encounter
Lecture, discussion
11. Week
Communication: the essence of service interaction
Lecture, discussion
12. Week
Digital services and user experience
Lecture, discussion
13. Week
Managing supply chain in services
Lecture, discussion
14. Week
Term project presentations
Presentation
15. Week
Final week
-
16. Week
Final week
17. Week
Final week
Assessments
Evaluation tools
Quantity
Weight(%)
Midterm(s)
1
25
Homework / Term Projects / Presentations
5
10
Project(s)
1
25
Final Exam
1
40
Program Outcomes
PO-1
Ability to apply theoretical and practical knowledge gained by Mathematics, Science and their engineering fields and ability to use their knowledge in solving complex engineering problems.
PO-2
Ability of determining, defining, formulating and solving complex engineering problems; for that purpose develop the ability of selecting and implementing suitable models and methods of analysis.
PO-3
Ability of designing a complex system, process, device or product under real world constraints and conditions serving certain needs; for this purpose ability of applying modern design techniques
PO-4
Ability of selecting and using the modern techniques and devices which are necessary for analyzing and solving complex problems in engineering implementations; ability of efficient usage of information technologies.
PO-5
Ability of designing experiments, conducting tests, collecting data and analyzing and interpreting the solutions to investigate of complex engineering problems or discipline-specific research topics.
PO-6
Ability of working efficiently in intra-disciplinary and multi-disciplinary teams; individual working ability and habits.
PO-7
Ability of verbal and written communication skills; and at least one foreign language skills, ability to write effective reports and understand written reports, ability to prepare design and production reports, ability to make impressive presentation, ability to give and receive clear and understandable instructions
PO-8
Awareness of importance of lifelong learning; ability to access data, to follow up the recent innovation in science and technology for continuous self-improvement.
PO-9
Conformity to ethical principles; knowledge about occupational and ethical responsibility, and standards used in engineering applications.
PO-10
Knowledge about work life implementations such as project management, risk management and change management; awareness about entrepreneurship and innovativeness; knowledge about sustainable development.
PO-11
Knowledge about effects of engineering applications on health, environment and security in global and social dimensions, and on the problems of the modern age in engineering; awareness about legal outcomes of engineering solutions.
Learning Outcomes
LO-1
Define service economy and service models
LO-2
Define service design and explain how to apply Service Blueprint for service process
LO-3
Explain service processes and the human aspect of service encounter
LO-4
Explain the factors shaping service quality and how to apply quality tools and Servqual method
LO-5
Define customer experience and explain how to build Customer Journey Map
