ECTS - Service Systems Management
Service Systems Management (AVM422) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Service Systems Management | AVM422 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| 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, Field Trip, Problem Solving, Team/Group, Brain Storming. |
| Course Lecturer(s) |
|
| Course Objectives | Upon successful completion of this course, the students will be able to understand how to manage effectively service systems. Students will have the appropriate skills to approach in service system problems. Students will be able to find, analyze and propose effective and efficient solutions for service system problems. Furthermore, students will be able to incorporate operations, strategy, information technology and marketing issues in the effective management of a service system. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Introduction to service management, building the service system, operating the service system, tools and techniques for managing service operations. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Introduction to Service Systems Management | |
| 2 | The Service Concept | |
| 3 | Customer and Supplier Relations | |
| 4 | Customer Expectations and Satisfaction | |
| 5 | Managing Supply Relations | |
| 6 | Service Processes | |
| 7 | Service People | |
| 8 | Resource Utilization | |
| 9 | Mid-Term Exam | |
| 10 | Networks, Technology and Information | |
| 11 | Performance Measurement and Management | |
| 12 | Driving Operational Improvement | |
| 13 | Service Strategy | |
| 14 | Service Culture | |
| 15 | Operational Complexity | |
| 16 | Final Exam |
Sources
| Course Book | 1. . Johnston R., Clark G., Service Operations Management, 3 rd edition, Prentice Hall, Financial Times, 2011. |
|---|---|
| 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, 2 nd 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 | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | 1 | 20 |
| Presentation | - | - |
| Project | - | - |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 30 |
| Final Exam/Final Jury | 1 | 50 |
| Toplam | 3 | 100 |
| Percentage of Semester Work | 50 |
|---|---|
| Percentage of Final Work | 50 |
| 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 | Has the theoretical background necessary to analyze operational situations encountered during flight. | |||||
| 2 | Critically evaluates flight safety, airspace management, and crisis scenarios. | |||||
| 3 | Develops applicable strategic solutions in emergency situations. | X | ||||
| 4 | Possesses knowledge of flight safety, meteorology, flight planning, and emergency management. | X | ||||
| 5 | Analyzes technical and environmental problems encountered during flight and produces appropriate solutions. | |||||
| 6 | Applies risk management strategies for emergency situations. | |||||
| 7 | Takes responsibility for effective decision-making and conducting safe operations in various flight scenarios. | |||||
| 8 | Has knowledge of task sharing, communication protocols, and team dynamics in flight crews. | |||||
| 9 | Communicates effectively in both written and verbal forms with flight crews. | |||||
| 10 | Collaborates actively within the team and fulfills assigned responsibilities. | |||||
| 11 | Ensures operational safety in multi-crew flights through effective cooperation and communication. | |||||
| 12 | Has knowledge of flight operations management, leadership principles, and crisis management. | |||||
| 13 | Demonstrates leadership in flight planning and operational processes. | |||||
| 14 | Manages teams and uses resources efficiently. | |||||
| 15 | Assumes responsibility for decision-making and guiding flight operations during crises. | |||||
| 16 | Has knowledge of national and international aviation regulations, safety standards, and ethical principles. | |||||
| 17 | Acts in accordance with ethical rules and legal regulations during flight duties. | |||||
| 18 | Complies with safety standards. | |||||
| 19 | Bears responsibility for acting in accordance with ethical principles and regulations in the aviation sector. | |||||
| 20 | Has knowledge of professional development tools and performance evaluation methods. | |||||
| 21 | Evaluates own flight performance and identifies areas for improvement. | |||||
| 22 | Plans personal professional development goals. | |||||
| 23 | Takes responsibility for continuous development with a lifelong learning approach. | |||||
| 24 | Has knowledge of flight simulations, air traffic management, and navigation systems. | |||||
| 25 | Applies learned knowledge in simulator applications and real flight conditions. | |||||
| 26 | Successfully manages crisis scenarios in a simulation environment. | |||||
| 27 | Demonstrates responsibility for operational decision-making by applying skills acquired through simulation-based training. | |||||
| 28 | Has knowledge of commercial flight operations, multi-crew systems, and flight safety procedures. | |||||
| 29 | Carries out duties and assumes operational responsibilities in advanced flight scenarios. | |||||
| 30 | Applies crew coordination and aircraft management processes. | |||||
| 31 | Assumes responsibility for leadership, safety, and management in commercial flight operations. | |||||
| 32 | Acquires an accredited ATPL (Frozen) CPL/IR(A) pilot license with international validity approved by the Directorate General of Civil Aviation (DGCA). | |||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | 16 | 3 | 48 |
| Laboratory | |||
| Application | |||
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 14 | 2 | 28 |
| Presentation/Seminar Prepration | |||
| Project | |||
| Report | |||
| Homework Assignments | 1 | 10 | 10 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 15 | 15 |
| Prepration of Final Exams/Final Jury | 1 | 20 | 20 |
| Total Workload | 121 | ||