Service Systems (IE419) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Service Systems IE419 3 0 0 3 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, 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 An ability to apply knowledge of mathematics, science and engineering to Industrial Engineering; an ability to apply theoretical and practical knowledge to model and solve engineering problems.
2 An ability to identify, formulate and solve complex engineering problems; an ability to select and apply proper analysis and modeling methods. X
3 An ability to design a complex system, process, tool or component to meet desired needs within realistic constraints; an ability to apply modern design.
4 An ability to develop, select and put into practice techniques, skills and modern engineering tools necessary for engineering practice; an ability to use information technology effectively. X
5 An ability to design, conduct experiments, collect data, analyze and interpret results for the study of complex engineering problems or disciplinary research topics.
6 An ability to work individually, on teams, and/or on multidisciplinary teams.
7 Ability to communicate effectively in Turkish orally and in writing; knowledge of at least one foreign language; effective report writing and understand written reports, preparing design and production reports, making effective presentations, giving and receiving clear and understandable instruction.
8 A recognition of the need for, and an ability to engage in life-long learning; an ability to use information-seeking tools and to follow the improvements in science and technology.
9 An ability to behave according to the ethical principles, an understanding of professional and ethical responsibility. Information on standards used in industrial engineering applications.
10 Knowledge of business applications such as project management, risk management and change management. A recognition of entrepreneurship, innovativeness. Knowledge of sustainable improvement.
11 Information on the effects of industrial engineering practices on health, environment and security in universal and societal dimensions and the information on the problems of the in the field of engineering of the era. Awareness of the legal consequences of engineering solutions.
12 An ability to design, development, implementation and improvement of integrated systems that include human, materials, information, equipment and energy. X
13 Knowlede on appropriate analytical, computational and experimental methods to provide 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