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)
The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.)
Instructor(s)
Assoc. Prof. Fadime Üney Yüksektepe
Course Assistant(s)
Schedule
The course is not offered this semester.
Office Hour(s)
The course is not offered this semester.
Teaching Methods and Techniques
-Lecture
-Discussion
-Application
-Presentation
Principle Sources
-Johnston R., Clark G., Shulver M., Service Operations Management, Pearson.
Other Sources
-Fitzsimmons J.A., Fitzsimmons M.J., Service Management: Operations, Strategy, Information Technology, McGraw Hill
- 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
2
10
Project(s)
1
25
Final Exam
1
40
Program Outcomes
PO-1
Knowledge about management processes and management skills
PO-2
Knowledge and application skills related to the methods and competencies required for solving engineering problems
PO-3
Knowledge about developing areas of manufacturing and service sectors
PO-4
Ability to work in multi-disciplinary engineering teams
PO-5
Experience and knowledge of scientific research and publishing within the frame of academic ethics
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
