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 | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| 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, 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 | |
|---|---|
| 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 | Ability to determine, identify, formulate and solve the problems in the field of aviation management; for this purpose, ability to select and apply appropriate methods of analyzing and modelling | X | ||||
| 2 | Adequate knowledge in the areas of business, management, and aviation management; ability to apply to identify and solve the problems encountered in the field of air transport operations and theoretical and practical knowledge in these areas. | X | ||||
| 3 | Ability to design to meet the specific requirements of complex system or process related to aviation management, under realistic constraints and conditions; for this purpose, ability to apply modern design methods.( Realistic constraints and conditions, depending on the nature of the design, contain items as economics, environmental issues, sustainability, manufacturability, ethical, health, safety, social and political problems.) | X | ||||
| 4 | The ability to select, use and develop of modern techniques and tools that are needed for the applications needed in aviation management;the ability to use information technologies effectively. | X | ||||
| 5 | To examine the problem of aviation management experimental design, conducting experiments, collecting data, analyzing and interpreting the results skills. | X | ||||
| 6 | The ability to work effectively in the disciplinary and multi-disciplinary teams; individual study skills. | X | ||||
| 7 | Effective verbal and written communication skills in English; follow the information and developments in the field and be able to share with other people, use it in the B1 level of European Language Portfolio, knowing at least one foreign language. | X | ||||
| 8 | Aware of the necessity of lifelong learning, ability to access to information, follow developments in science and technology and continuous self-renewal ability. | X | ||||
| 9 | Information about business applications such as project management, risk management and change management; awareness of entrepreneurship, innovation and sustainable development. | |||||
| 10 | Information about the effects of aviation management applications on health, environment and safety in the universal and social dimensions and be aware of the legal consequences of the applications to be performed. | X | ||||
| 11 | To possess conscious about the effects of management and workplace applications of aviation management enterprises on occupational and environmental safety and the health of employees, as well as awareness about legal consequences of these applications. | X | ||||
| 12 | To possess conscious about responsibility of professional and ethics. | 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 | ||