|
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
|
|
National Occupation Classification
|
-
|
|
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
|
|
#
|
Content
|
PC Sub
|
* Contribution Level
|
|
1
|
2
|
3
|
4
|
5
|
| 1 | Will be able to describe the scope and contents of production and service business activities | | | | | | | | 2 | Will be able to list the basic business operational models, customer segmentation and market types with operational view | | | | | | | | 3 | Will be able to implement these methods and techniques | | | | | | | | 4 | Will be able to have awareness of operational management effect on production of manufacturing and service management business success for business | | | | | | | | 5 | Will be able to manage customer expectations and perceptions | | | | | | |
|
|
Course Description
|
|
|
Related Sustainable Development Goals
|
|
|
|
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 |
Learning Outcome
|
| 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 |
LO 1 | LO 2 | LO 3 | LO 4 | LO 5 |
| 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 |
4
|
100
|
| Weighting of Semester Activities on the Final Grade |
3
|
60
|
| Weighting of End-of-Semester Activities on the Final Grade |
1
|
40
|
| Total |
4 |
100 |
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) |
-
|
-
|
-
|
| Study Hours Out of Class |
14
|
3
|
42
|
| Field Work |
-
|
-
|
-
|
| Quizzes / Studio Critiques |
-
|
-
|
-
|
| Portfolio |
-
|
-
|
-
|
| Homework / Assignments |
-
|
-
|
-
|
| Presentation / Jury |
-
|
-
|
-
|
| Project |
1
|
20
|
20
|
| Seminar / Workshop |
-
|
-
|
-
|
| Oral Exam |
-
|
-
|
-
|
| Midterms |
1
|
18
|
18
|
| Final Exam |
1
|
22
|
22
|
| |
|
Total |
150
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
|
#
|
PC Sub |
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
