FACULTY OF ENGINEERING
Department of Industrial Engineering
SOCIAL MEDIA
IE 328 | Course Introduction and Application Information
| Course Name |
Production and Service Systems Management
|
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
|
IE 328
|
Fall/Spring
|
3
|
0
|
3
|
5
|
| Prerequisites |
None
|
|||||
| Course Language |
English
|
|||||
| Course Type |
Elective
|
|||||
| Course Level |
First Cycle
|
|||||
| Mode of Delivery | - | |||||
| Teaching Methods and Techniques of the Course | Lecture / Presentation | |||||
| Course Coordinator | ||||||
| Course Lecturer(s) | ||||||
| Assistant(s) | - | |||||
| Course Objectives | To explain, interpret and manage the set of managerial decisions and actions, reactions as well as interactions which all determine the long term performance of a corporation whether it is local, national or international. |
| Learning Outcomes |
The students who succeeded in this course;
|
| Course Description |
|
|
Core Courses | |
| Major Area Courses |
X
|
|
| Supportive Courses | ||
| Media and Management Skills Courses | ||
| Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
| Week | Subjects | Related Preparation |
| 1 | Introducing service operations management | Service Operations Management, Ch. 1 |
| 2 | Understanding the challenges for operations managers -Developing and using the service concept | Service Operations Management, Ch. 2-3 |
| 3 | Understanding customers and relationships | Service Operations Management, Ch. 4 |
| 4 | Managing customer expectations and perceptions | Service Operations Management, Ch. 5 |
| 5 | Managing supply networks and supplier relationships | Service Operations Management, Ch. 6 |
| 6 | Designing the customer experience, KANO framework | Service Operations Management, Ch. 7 |
| 7 | Designing the service process. KANO framework | Service Operations Management, Ch. 8 |
| 8 | Measuring, controlling and managing | Service Operations Management, Ch. 9 |
| 9 | Midterm | |
| 10 | Managing people and Managing service resources | Service Operations Management, Ch. 10 |
| 11 | Driving continuous improvement -Learning from problems and Learning from other operations -Creating and implementing the strategy | Service Operations Management, Ch. 11 |
| 12 | Understanding and influencing culture Building a world-class service organization | Service Operations Management, Ch. 12-13 |
| 13 | STUDENT SUMMATIVE PRESENTATIONS: | |
| 14 | STUDENT SUMMATIVE PRESENTATIONS: | |
| 15 | Review of the Semester | |
| 16 | Review of the Semester |
| Course Notes/Textbooks | Service Management: Operations, Strategy, Information Technology, Sanjeev Bordoloi and James Fitzsimmons and Mona Fitzsimmons, McGraw-Hill Service Operations Management, R. Johnston, G. Clark and M. Shulver, 4/e, Pearson |
| Suggested Readings/Materials | Lecture PowerPoint slides |
EVALUATION SYSTEM
| Semester Activities | Number | Weigthing |
| Participation | ||
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques |
1
|
10
|
| Portfolio | ||
| Homework / Assignments | ||
| Presentation / Jury | ||
| Project |
1
|
20
|
| Seminar / Workshop | ||
| Oral Exams | ||
| Midterm |
1
|
30
|
| Final Exam |
1
|
40
|
| Total |
| Weighting of Semester Activities on the Final Grade |
3
|
60
|
| Weighting of End-of-Semester Activities on the Final Grade |
1
|
40
|
| Total |
ECTS / WORKLOAD TABLE
| Semester Activities | Number | Duration (Hours) | Workload |
|---|---|---|---|
| Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
3
|
48
|
| Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
0
|
|
| Study Hours Out of Class |
14
|
3
|
42
|
| Field Work |
0
|
||
| Quizzes / Studio Critiques |
1
|
0
|
|
| Portfolio |
0
|
||
| Homework / Assignments |
0
|
||
| Presentation / Jury |
0
|
||
| Project |
1
|
20
|
20
|
| Seminar / Workshop |
0
|
||
| Oral Exam |
0
|
||
| Midterms |
1
|
18
|
18
|
| Final Exam |
1
|
22
|
22
|
| Total |
150
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
|
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
|
1
|
2
|
3
|
4
|
5
|
||
| 1 | To have adequate knowledge in Mathematics, Science and Industrial Engineering; to be able to use theoretical and applied information in these areas to model and solve Industrial Engineering problems. |
X | ||||
| 2 | To be able to identify, formulate and solve complex Industrial Engineering problems by using state-of-the-art methods, techniques and equipment; to be able to select and apply proper analysis and modeling methods for this purpose. |
X | ||||
| 3 | To be able to analyze a complex system, process, device or product, and to design with realistic limitations to meet the requirements using modern design techniques. |
X | ||||
| 4 | To be able to choose and use the required modern techniques and tools for Industrial Engineering applications; to be able to use information technologies efficiently. |
X | ||||
| 5 | To be able to design and do simulation and/or experiment, collect and analyze data and interpret the results for investigating Industrial Engineering problems and Industrial Engineering related research areas. |
|||||
| 6 | To be able to work efficiently in Industrial Engineering disciplinary and multidisciplinary teams; to be able to work individually. |
X | ||||
| 7 | To be able to communicate effectively in Turkish, both orally and in writing; to be able to author and comprehend written reports, to be able to prepare design and implementation reports, to present effectively; to be able to give and receive clear and comprehensible instructions |
|||||
| 8 | To have knowledge about contemporary issues and the global and societal effects of Industrial Engineering practices on health, environment, and safety; to be aware of the legal consequences of Industrial Engineering solutions. |
|||||
| 9 | To be aware of professional and ethical responsibility; to have knowledge of the standards used in Industrial Engineering practice. |
|||||
| 10 | To have knowledge about business life practices such as project management, risk management, and change management; to be aware of entrepreneurship and innovation; to have knowledge about sustainable development. |
X | ||||
| 11 | To be able to collect data in the area of Industrial Engineering; to be able to communicate with colleagues in a foreign language. |
|||||
| 12 | To be able to speak a second foreign at a medium level of fluency efficiently. |
|||||
| 13 | To recognize the need for lifelong learning; to be able to access information, to be able to stay current with developments in science and technology; to be able to relate the knowledge accumulated throughout the human history to Industrial Engineering. |
X | ||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
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