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 | Lecturing / 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;
|
Course Description | |
Related Sustainable Development Goals | |
| Core Courses | |
Major Area Courses | ||
Supportive Courses | ||
Media and Managment Skills Courses | ||
Transferable Skill Courses |
Week | Subjects | Required Materials |
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 |
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 Exam | ||
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 |
Semester Activities | Number | Duration (Hours) | Workload |
---|---|---|---|
Course Hours (Including exam week: 16 x total hours) | 16 | 3 | 48 |
Laboratory / Application Hours (Including exam week: 16 x total hours) | 16 | ||
Study Hours Out of Class | 14 | 3 | 42 |
Field Work | |||
Quizzes / Studio Critiques | |||
Portfolio | |||
Homework / Assignments | |||
Presentation / Jury | |||
Project | 1 | 20 | |
Seminar / Workshop | |||
Oral Exam | |||
Midterms | 1 | 18 | |
Final Exams | 1 | 22 | |
Total | 150 |
# | Program Competencies/Outcomes | * Contribution Level | ||||
1 | 2 | 3 | 4 | 5 | ||
1 | To have adequate knowledge in Mathematics, Science and Computer Engineering; to be able to use theoretical and applied information in these areas on complex engineering problems. | |||||
2 | To be able to identify, define, formulate, and solve complex Computer Engineering problems; to be able to select and apply proper analysis and modeling methods for this purpose. | |||||
3 | To be able to design a complex system, process, device or product under realistic constraints and conditions, in such a way as to meet the requirements; to be able to apply modern design methods for this purpose. | |||||
4 | To be able to devise, select, and use modern techniques and tools needed for analysis and solution of complex problems in Computer Engineering applications; to be able to use information technologies effectively. | |||||
5 | To be able to design and conduct experiments, gather data, analyze and interpret results for investigating complex engineering problems or Computer Engineering research topics. | |||||
6 | To be able to work efficiently in Computer Engineering disciplinary and multi-disciplinary teams; to be able to work individually. | |||||
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 global and social impact of Computer Engineering practices on health, environment, and safety; to have knowledge about contemporary issues as they pertain to engineering; to be aware of the legal ramifications of Computer Engineering solutions. | |||||
9 | To be aware of ethical behavior, professional and ethical responsibility; to have knowledge about standards utilized in engineering applications. | |||||
10 | To have knowledge about industrial practices such as project management, risk management, and change management; to have awareness of entrepreneurship and innovation; to have knowledge about sustainable development. | |||||
11 | To be able to collect data in the area of Computer Engineering, and to be able to communicate with colleagues in a foreign language. ("European Language Portfolio Global Scale", Level B1) | |||||
12 | To be able to speak a second foreign language 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 Computer Engineering. |
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest