ECTS - Service Operations Management

Service Operations Management (TOUR108) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Service Operations Management TOUR108 3 0 0 3 5.5
Pre-requisite Course(s)
Course Language English
Course Type N/A
Course Level Bachelor’s Degree (First Cycle)
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture, Demonstration, Discussion, Question and Answer.
Course Coordinator
Course Lecturer(s)
  • Prof. Dr. İbrahim BİRKAN
Course Assistants
Course Objectives The course takes an operations point of view to look at companies and industries in the service sector.
Course Learning Outcomes The students who succeeded in this course;
  • To be able to identify production and service operations management key decisions.
  • To be able to interpret the basic OM decision-making tools and how these tools are used in delivering products and services.
  • To organize for service operation: functions
  • To develop the ability to make the correct product and process choices
  • Implementation of service operation
Course Content Concepts and tools necessary to effectively manage a global hospitality/tourism service operation in a realistic and practical manner.

Weekly Subjects and Releated Preparation Studies

Week Subjects Preparation
1 Introduction to service operations management Chapter 1
2 Developing a service operation strategy Chapter 2
3 Service process improvement Chapter 3
4 Leadership and teams in service operations management Chapter 4
5 Service supply and logistics networks Chapter 5
6 Innovation and services development Chapter 6
7 Mid-term Exam Mid-term Exam
8 Service operations performance quality Chapter 7
9 Sustainable service operations Chapter 8
10 Service operations performance Chapter 9
11 Not-For-Profit and public service operations management Chapter 10
12 Pursuit of simplicity in service operations Chapter 11
13 Electronic service operations management Chapter 12
14 Case study Case study
15 Review Review
16 Final Exam Final Exam


Course Book 1. David, W. Parker. (2012) Service Operations Management, Edward Elgar Publishing, Massachussets

Evaluation System

Requirements Number Percentage of Grade
Attendance/Participation 1 20
Laboratory - -
Application - -
Field Work - -
Special Course Internship - -
Quizzes/Studio Critics - -
Homework Assignments - -
Presentation - -
Project - -
Report - -
Seminar - -
Midterms Exams/Midterms Jury 1 35
Final Exam/Final Jury 1 45
Toplam 3 100
Percentage of Semester Work 55
Percentage of Final Work 45
Total 100

Course Category

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

The Relation Between Course Learning Competencies and Program Qualifications

# Program Qualifications / Competencies Level of Contribution
1 2 3 4 5
1 Have a basic knowledge of theories, facts and principles related to tourism and tourism management. X
2 To have information about the economic, cultural, social and environmental dimensions of tourism. X
3 Have knowledge of general business and economics and understand the strategies of human resources management, food and beverage applications, accounting and finance, management and marketing and service marketing in tourism enterprises. X
4 Knows the national and international legal regulations, social, environmental and professional ethical values related to the field of tourism and develops appropriate behaviors to ethics. X
5 Demonstrates reading, comprehension, speaking and writing skills in English at least at the B2 level of European Language Portfolio X
6 Demonstrates reading, comprehension, speaking and writing skills at a general level of European Language Portfolio A2 in Russian, French, German or Spanish. X
7 Uses the information about Tourism and Hotel Management in the business settings and profession; use information and communication technologies and software related to the field. X
8 Carries out the service processes related to Tourism and Hotel Management in line with the needs and demands of the consumers and proposes solutions to the problems that will affect the service processes. X
9 Generates professional knowledge from the data and synthesizes, analyzes, interprets and evaluates the produced knowledge; gain the ability of doing research project preparation and using the information in solving the problems; makes personal and professional development permanent X
10 He / she takes care of personal care, hygiene, clothing and appearance as required by the tourism sector. X
11 Communicates effectively with written, oral, non-verbal and visual ways and demonstrates presentation skills, works effectively as a team and independently. X
12 Recognize and understand different cultures and interact with guests from different cultures. X

ECTS/Workload Table

Activities Number Duration (Hours) Total Workload
Course Hours (Including Exam Week: 16 x Total Hours) 16 3 48
Special Course Internship
Field Work
Study Hours Out of Class 16 1 16
Presentation/Seminar Prepration
Homework Assignments 1 7 7
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury 1 25 25
Prepration of Final Exams/Final Jury 1 41 41
Total Workload 137