|
|
| ORE7250 | Customer Relations Mana. in Furn. Ind | 3+0+0 | ECTS:7.5 | | Year / Semester | Fall Semester | | Level of Course | Third Cycle | | Status | Elective | | Department | DEPARTMENT of FOREST INDUSTRY ENGINEERING | | Prerequisites and co-requisites | None | | Mode of Delivery | Face to face, Group study | | Contact Hours | 14 weeks - 3 hours of lectures per week | | Lecturer | Doç. Dr. İlker AKYÜZ | | Co-Lecturer | None | | Language of instruction | Turkish | | Professional practise ( internship ) | None | | | | The aim of the course: | | The objective of the course is to teach to students what customer preference in furniture industry, which formed a big part of forest products industry, to develop costumer relations, to ensure cutomer retention and gaining and forming communication. |
| Programme Outcomes | CTPO | TOA | | Upon successful completion of the course, the students will be able to : | | | | PO - 1 : | describe and understand furniture industry. | 3,4,5,7,9,10,11 | 1 | | PO - 2 : | describe and understand costumer realtions. | 2,4,5,6,8,9,10,11 | 1,2,3 | | PO - 3 : | determine and evaluate developing techniques of costumer relations. | 3,4,5,6,7,8,9,10,11 | 1,3 | | PO - 4 : | know methods of creating value for costumers. | 3,4,5,6,7,8,11 | 1,2 | | PO - 5 : | know ways of costumer retention and gaining. | 3,4,5,6,7,8,9,10,11 | 1,2,3 | | PO - 6 : | recognize measuring custumer relations and apply them. | 3,4,5,8,9,10,11 | 1,3 | | 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), PO : Learning Outcome | | |
| Developing customer relations, customer relations and concepts, relational marketing, total quality management in sale and marketing, communication with customers, customer service quality, customer retention model, gaining of lost customers, measuring costomer relations. |
| |
| Course Syllabus | | Week | Subject | Related Notes / Files | | Week 1 | Customer Relations? Term and Properties | | | Week 2 | The Ways Going to Customer Satisfaction in Furniture Industry-Creating Customer Loyalty | | | Week 3 | Customer Relations in Furniture Industry and Its place in Relationship Marketing | | | Week 4 | The New Aspects of Customer Relations in furniture Industry and Applications | | | Week 5 | Communication with Customer | | | Week 6 | Communication Models and Elements | | | Week 7 | Personal Quality Providing Techniques to Develop Customer Information in Furniture Industry | | | Week 8 | Customer Service and Service Quality | | | Week 9 | Mid-term exam | | | Week 10 | Models of Retaining Customer and Developing Programs | | | Week 11 | Regaining Customer and Handling of Complaints | | | Week 12 | Measuring Customer Relations in Furniture Industry | | | Week 13 | Focus Group Interviews and Consulting Paneling | | | Week 14 | Forming Customer Relations? Questionnaire and Application | | | Week 15 | Creating Customer Oriented Culture | | | Week 16 | End-of-term exam | | | |
| 1 | Odabaşı Y., Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, Nisan 2000, İstanbul. | | | |
| 1 | Odabaşı Y., Barış G., Tüketici Davranışı, MediaCat Kitapları,2002, İstanbul. | | | 2 | Taşkın, E., Müşteri İlişkileri Eğitimi, Papatya Yayıncılık, Nisan 2000, İstanbul. | | | 3 | Gel, O,C., CRM Yolculuğu, Sistem Yayıncılık, yYın No: 346, 2002, İstanbul. | | | |
| Method of Assessment | | Type of assessment | Week No | Date | Duration (hours) | Weight (%) | | Mid-term exam | 9 | 09/11/2012 | 1 | 50 | | End-of-term exam | 17 | 04/01/2012 | 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 | 3 | 14 | 42 | | Sınıf dışı çalışma | 4 | 14 | 56 | | Laboratuar çalışması | 0 | 0 | 0 | | Arasınav için hazırlık | 10 | 7 | 70 | | Arasınav | 1 | 1 | 1 | | Uygulama | 0 | 0 | 0 | | Klinik Uygulama | 0 | 0 | 0 | | Ödev | 2 | 10 | 20 | | Proje | 0 | 0 | 0 | | Kısa sınav | 0 | 0 | 0 | | Dönem sonu sınavı için hazırlık | 5 | 10 | 50 | | Dönem sonu sınavı | 1 | 1 | 1 | | Diğer 1 | 0 | 0 | 0 | | Diğer 2 | 0 | 0 | 0 | | Total work load | | | 240 |
|