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)
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 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


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 An ability to apply airframe and powerplant maintenance skills for the candidates to prepare for the EASA JAR 66 certification.
2 To learn the technical terms and concepts in order to communicate verbally and in writing about the maintenance procedures, reports and results.
3 An ability to apply of knowledge and skills in solving aircraft maintenance problems.
4 An ability to understand and apply fundamental sciences and forethoughts the facts and precautions (such as physics).
5 The knowledge of operating principles of aircraft, and fundamental principles of aircraft flight and maintenance.
6 A standard and widespread understanding of professional and ethical responsibility.
7 Knowledge of the importance of the application of maintenance procedures correctly.
8 Knowledge of personal safety.
9 An ability to perform inspection techniques.

ECTS/Workload Table

Activities Number Duration (Hours) Total Workload
Course Hours (Including Exam Week: 16 x Total Hours) 16 3 48
Special Course Internship
Field Work
Study Hours Out of Class 14 2 28
Presentation/Seminar Prepration
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