Service Systems (IE419) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Service Systems IE419 Area Elective 3 0 0 3 5
Pre-requisite Course(s)
Course Language English
Course Type Elective Courses
Course Level Bachelor’s Degree (First Cycle)
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture, Discussion, Question and Answer, Problem Solving, Team/Group, Project Design/Management.
Course Coordinator
Course Lecturer(s)
  • Instructor Dr. Burcu Devrim İçtenbaş
Course Assistants
Course Objectives Upon successful completion of this course, the students will be able to conceptualize service system problems and have the appropriate skills to approach problems, and propose effective and efficient solutions. Furthermore, students will be able to incorporate operations, strategy, information technology and marketing issues in the design and effective management of a service system.
Course Learning Outcomes The students who succeeded in this course;
  • Students will be able to conceptualize how an effecive service system could be designed.
  • Students will be able to use supporting tools for managing a service system effectively.
  • Students will be able to make use of operational decision making in alignment with corporate strategy.
  • Students will be able to conceptualize how the performance improvement of a service operation could be planned and followed up, supporting the main strategies of the company or strategic decision making process.
Course Content Techniques and applications of control concepts in the design of service systems with efficiency and customer satisfaction, service strategy and competitiveness, major concerns in the establishment of a service system, tools and techniques for managing service operations.

Weekly Subjects and Releated Preparation Studies

Week Subjects Preparation
1 Introduction to service systems, the role of services and nature of services
2 The focus of service management, service strategy and competitiveness
3 New service development, technology in services and the service encounter
4 New service development, technology in services and the service encounter
5 Service facility location and facility design consideration and techniques
6 Service quality, productivity, measurement of performance and the continuous improvement for service systems
7 Managing demand and supply in service systems with consideration to capacity planning and queuing models
8 Midterm
9 Managing demand and supply in service systems with consideration to capacity planning and queuing models Service Supply Relationships : Supply Chain Management and vehicle routing
10 Service Supply Relationships : Supply Chain Management and vehicle routing
11 Service Supply Relationships : Supply Chain Management and vehicle routing
12 Project management in service systems
13 Linear and Goal programming applications for service systems
14 Linear and Goal programming applications for service systems
15 Term project presentations of the teams.
16 Final Examination Period


Course Book 1. Fitzsimmons J. A., and Fitzsimmons M. J., Service Management, Operation Strategy and Information Technology, 5th edition, McGraw-Hill, 2006.
Other Sources 2. Haksever C., Render B., Russel R. S., Murdick and R. G., Service Management and Operations, 2nd edition, Prentice Hall, 2000.
3. Kasper H, Helsdingen P., Gabbott M., Services Marketing Management: a strategic perspective, 2nd edition, John Wiley & Sons, c2006
4. Gilmore A. Services Marketing and Management, London; Thousand Oaks, Calif.: Sage Publications, 2003.
5. Looy B.V, Gemmel P., Dierdonck R., Service management: an integrated approach, 2nd edition, Harlow: Financial Times Prentice Hall, 2003.

Evaluation System

Requirements Number Percentage of Grade
Attendance/Participation - -
Laboratory - -
Application 1 20
Field Work - -
Special Course Internship - -
Quizzes/Studio Critics - -
Homework Assignments - -
Presentation - -
Project 1 30
Report - -
Seminar - -
Midterms Exams/Midterms Jury 1 20
Final Exam/Final Jury 1 30
Toplam 4 100
Percentage of Semester Work 70
Percentage of Final Work 30
Total 100

Course Category

Core Courses
Major Area Courses
Supportive Courses X
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 Acquires sufficient knowledge in mathematics, natural sciences, and related engineering disciplines; gains the ability to use theoretical and applied knowledge in these fields in solving complex engineering problems.
2 Gains the ability to identify, define, formulate, and solve complex engineering problems; acquires the skill to select and apply appropriate analysis and modeling methods for this purpose. X
3 Gains the ability to design a complex system, process, device, or product to meet specific requirements under realistic constraints and conditions, and applies modern design methods for this purpose.
4 Develops the skills to develop, select, and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in industrial engineering applications; gains the ability to effectively use information technologies. X
5 Gains the ability to design experiments, conduct experiments, collect data, analyze and interpret results for the investigation of complex engineering problems or discipline-specific research topics.
6 Acquires the ability to work effectively in intra-disciplinary and multidisciplinary teams, as well as individual work skills.
7 Acquires effective oral and written communication skills in Turkish; at least one foreign language proficiency; gains the ability to write effective reports, understand written reports, prepare design and production reports, make effective presentations, and give and receive clear instructions.
8 Develops awareness of the necessity of lifelong learning; gains the ability to access information, follow developments in science and technology, and continuously renew oneself.
9 Acquires the consciousness of adhering to ethical principles, and gains professional and ethical responsibility awareness. Gains knowledge about the standards used in industrial engineering applications.
10 Gains knowledge about practices in the business life such as project management, risk management, and change management. Develops awareness about entrepreneurship and innovation. Gains knowledge about sustainable development.
11 Gains knowledge about the universal and social dimensions of the impacts of industrial engineering applications on health, environment, and safety, as well as the problems reflected in the engineering field of the era. Gains awareness of the legal consequences of engineering solutions.
12 Gains skills in the design, development, implementation, and improvement of integrated systems involving human, material, information, equipment, and energy. X
13 Gains knowledge about appropriate analytical and experimental methods, as well as computational methods, for ensuring system integration.

ECTS/Workload Table

Activities Number Duration (Hours) Total Workload
Course Hours (Including Exam Week: 16 x Total Hours) 16 3 48
Application 1 15 15
Special Course Internship
Field Work
Study Hours Out of Class 16 2 32
Presentation/Seminar Prepration
Project 1 8 8
Homework Assignments
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury 1 10 10
Prepration of Final Exams/Final Jury 1 12 12
Total Workload 125