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| END3013 | Service Systems | 3+0+0 | ECTS:5 | | Year / Semester | Fall Semester | | Level of Course | First Cycle | | Status | Elective | | Department | DEPARTMENT of INDUSTRIAL ENGINEERING | | Prerequisites and co-requisites | None | | Mode of Delivery | Face to face | | Contact Hours | 14 weeks - 3 hours of lectures per week | | Lecturer | Dr. Öğr. Üyesi Yıldız KÖSE | | Co-Lecturer | | | Language of instruction | Turkish | | Professional practise ( internship ) | None | | | | The aim of the course: | | To introduce service systems, to gain the ability to offer solutions to service problems with Industrial Engineering approach, To teach solution methods in order to improve system efficiency |
| Learning Outcomes | CTPO | TOA | | Upon successful completion of the course, the students will be able to : | | | | LO - 1 : | To gain the ability of process management in service systems | 3 | 1,6 | | LO - 2 : | To gain the ability to solve problems related to service systems | 8 | 1,6 | | CTPO : Contribution to programme outcomes, TOA :Type of assessment (1: written exam, 2: Oral exam, 3: Homework assignment, 4: Laboratory exercise/exam, 5: Seminar / presentation, 6: Term paper), LO : Learning Outcome | | |
| Service concepts, service systems, characteristics of service systems, measurement of service quality, quality and performance models in service systems, production in service systems |
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| Course Syllabus | | Week | Subject | Related Notes / Files | | Week 1 | Service Sector and Service Definitions | | | Week 2 | Classification of Service Systems | | | Week 3 | Service Encounters | | | Week 4 | Service Quality and Measurement | | | Week 5 | Location and Position Selection in Service Systems | | | Week 6 | Settlement Strategies in Service Systems | | | Week 7 | Supply and Demand Management in Service Systems | | | Week 8 | Vehicle Routing in Service Systems | | | Week 9 | Midterm Exam | | | Week 10 | Process Analysis and Design | | | Week 11 | Service Efficiency and Performance Measurement | | | Week 12 | Service Errors, Compensation and Warranties | | | Week 13 | Project Management in Service Systems | | | Week 14 | Service Inventory Systems | | | Week 15 | Data Mining in Service Systems | | | Week 16 | Final Exam | | | |
| 1 | Ersöz, S. ve Aktepe, A., 2018; Hizmet/Servis Sistemleri: Kavram-Teori-Uygulama, Seçkin Yayıncılık, Ankara | | | 2 | Lovelock, C.H., 2002; Principles of Service Marketing and Management. Prentice Hall; . | | | |
| 1 | Koç, E., 2018; Hizmet Pazarlaması ve Yönetimi, Seçkin Yayıncılık, Ankara | | | |
| Method of Assessment | | Type of assessment | Week No | Date | Duration (hours) | Weight (%) | | Mid-term exam | 9 | 11/12/2020 | 1 | 30 | | Quiz | Belirsiz | | | | | Project | 14 ve 15 | | 3 | 10 | | Homework/Assignment/Term-paper | 15 | 01/01/2021 | 6 | 10 | | End-of-term exam | 16 | 05/02/2021 | 1 | 50 | | |
| Student Work Load and its Distribution | | Type of work | Duration (hours pw) | No of weeks / Number of activity | Hours in total per term | | Yüz yüze eğitim | 2 | 14 | 28 | | Sınıf dışı çalışma | 2 | 14 | 28 | | Arasınav için hazırlık | 1.5 | 8 | 12 | | Arasınav | 2 | 1 | 2 | | Uygulama | 1 | 12 | 12 | | Proje | 2 | 12 | 24 | | Dönem sonu sınavı için hazırlık | 2 | 6 | 12 | | Dönem sonu sınavı | 2 | 1 | 2 | | Total work load | | | 120 |
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