FACULTY OF ENGINEERING

Department of Industrial Engineering

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;
  • Will be able to describe the scope and contents of production and service business activities
  • Will be able to list the basic business operational models, customer segmentation and market types with operational view
  • Will be able to implement these methods and techniques
  • Will be able to have awareness of operational management effect on production of manufacturing and service management business success for business
  • Will be able to manage customer expectations and perceptions
Course Description

 



Course Category

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
1
10
Laboratory / Application
Field Work
Quizzes / Studio Critiques
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
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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