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 Technical 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 Coordinator
Course Lecturer(s)
Course Assistants
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;
  • Students will learn theoretical background information on service management
  • Students will be able to define and manage service systems managements.
  • Students will be able to define, analyze and solve service systems management problems of organizations
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
Major Area Courses X
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 Obtains the ability to identify, define, formulate, and solve problems in the field of aviation management, and to select and apply appropriate analytical and modeling techniques for this purpose. X
2 Acquires sufficient knowledge in Business Administration, Management, and Aviation Management, and obtains the ability to apply both theoretical and practical knowledge from these fields to identify and solve problems encountered in air transportation management. X
3 Acquires the ability to design a complex system or process related to aviation management in such a way that it meets specific requirements under realistic constraints and conditions; and acquires the ability to apply modern design methods for this purpose. Realistic constraints and conditions include factors such as economic considerations, environmental issues, sustainability, manufacturability, ethics, health, safety, and social and political factors, depending on the nature of the design. X
4 Acquires the ability to develop, select, and utilize modern techniques and tools required for applications in aviation management; and obtains the ability to effectively use information technologies. X
5 Acquires the ability to design experiments, conduct experiments, collect data, and analyze and interpret results for the investigation of problems in aviation management. X
6 The ability to work effectively in the disciplinary and multi-disciplinary teams; individual study skills. X
7 Gains the ability to communicate effectively in English, both orally and in writing; and possesses knowledge of at least one foreign language at a minimum of B1 General Level of the Common European Framework of Reference for Languages (CEFR), enabling them to follow developments in their field and share knowledge with others. X
8 Develops an awareness of the necessity of lifelong learning; and gains the ability to access information, follow developments in science and technology, and continuously improve oneself. X
9 Acquires knowledge about professional practices such as project management, risk management, and change management; and develops awareness of entrepreneurship, innovation, and sustainable development.
10 Acquires knowledge about the universal and societal impacts of aviation management practices on health, environment, and safety, and develops awareness of the legal consequences of the practices to be implemented. X
11 Becomes aware of the impact of management practices and workplace operations in aviation management businesses on employees' health, the environment, and occupational safety, and develops awareness of the legal consequences of practices in these areas. X
12 Acquires an awareness of professional and ethical responsibility. X

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