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	3	0	3	5

Prerequisites	None
Course Language	English
Course Type	ELECTIVE_COURSE
Course Level	First Cycle
Mode of Delivery	Face to face
Teaching Methods and Techniques of the Course	Lecture / Presentation
National Occupational Classification Code	-
Course Coordinator	Dr. Öğr. Üyesi Caner Taçoğlu
Course Lecturer(s)	Dr. Öğr. Üyesi Caner Taçoğlu
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;

Name	Description	PC Sub	* Contribution Level
Name	Description	PC Sub	1	2	3	4	5
LO1	Describe the scope and contents of production and service business activities			X
LO2	List the basic business operational models, customer segmentation and market types with operational view			X
LO3	Implement these methods and techniques				X
LO4	Have awareness of operational management effect on production of manufacturing and service management business success for business				X
LO5	Manage customer expectations and perceptions			X

Course Description

Related Sustainable Development Goals

Course Category	Core Courses
	Major Area Courses	X
	Supportive Courses
	Media and Managment Skills Courses
	Transferable Skill Courses

WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES

Week	Subjects	Required Materials	Learning Outcome
1	Introducing service operations management	Service Operations Management, Ch. 1	LO1
2	Understanding the challenges for operations managers -Developing and using the service concept	Service Operations Management, Ch. 2-3	LO1
3	Understanding customers and relationships	Service Operations Management, Ch. 4	LO2
4	Managing customer expectations and perceptions	Service Operations Management, Ch. 5	LO2
5	Managing supply networks and supplier relationships	Service Operations Management, Ch. 6	LO3
6	Designing the customer experience, KANO framework	Service Operations Management, Ch. 7	LO3
7	Designing the service process. KANO framework	Service Operations Management, Ch. 8	LO3
8	Midterm Exam		-
9	Measuring, controlling and managing	Service Operations Management, Ch. 9	LO3
10	Managing people and Managing service resources	Service Operations Management, Ch. 10	LO4
11	Driving continuous improvement -Learning from problems and Learning from other operations -Creating and implementing the strategy	Service Operations Management, Ch. 11	LO4
12	Understanding and influencing culture Building a world-class service organization	Service Operations Management, Ch. 12-13	LO5
13	STUDENT SUMMATIVE PRESENTATIONS		-
14	STUDENT SUMMATIVE PRESENTATIONS		-
15	Review of the Semester		-
16	Final Exam		-

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 Notes

EVALUATION SYSTEM

Semester Activities	Number	Weighting	LO1	LO2	LO3	LO4	LO5
Midterm	1	30	X	X
Final Exam	1	40			X	X	X
Project	1	20		X	X	X	X
Quizzes / Studio Critiques	1	10	X	X
Total	4	100

ECTS / WORKLOAD TABLE

Semester Activities	Number	Duration (Hours)	Workload
Participation	-	-	-
Theoretical Course Hours	16	3	48
Laboratory / Application 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 Exams	-	-	-
Midterms	1	18	18
Final Exam	1	22	22
		Total	150