TYPE OF COURSE UNIT	Elective Course
LEVEL OF COURSE UNIT	Master's Degree With Thesis
YEAR OF STUDY	-
SEMESTER	-
NUMBER OF ECTS CREDITS ALLOCATED	10
NAME OF LECTURER(S)	Professor Berna Dengiz
LEARNING OUTCOMES OF THE COURSE UNIT	At the end of this course, the students; 1) Gain an ability to identify the main characteristics of service firms and an ability to link these characteristics with industrial engineering problems 2) Gain an ability of analyzing services systems 3) Gain an ability of measuring service quality 4) Gain an ability of modeling service delivery processes within queuing models
MODE OF DELIVERY	Face to face
PRE-REQUISITES OF THE COURSE	No
RECOMMENDED OPTIONAL PROGRAMME COMPONENT	None
COURSE DEFINITION	Basic properties of service systems. Process design in service systems. Management functions in service systems, planning and controlling stages. Capacity planning in service systems. Quality and efficiency in service systems.
COURSE CONTENTS	WEEK TOPICS 1st Week Introduction to service systems 2nd Week Service systems by economic indicators, service types, main characteristics of services 3rd Week Main characteristics of services, differences between goods and services 4th Week Service types 5th Week Service system design and delivery processes 6th Week Service quality, models, and quality measurement in services 7th Week Service quality, models, and quality measurement in services 8th Week Midterm 9th Week Customer satisfaction process, customer complaint process 10th Week Queuing Systems 11th Week Queuing Systems 12th Week Paper discussion 13th Week Student presentations 14th Week Student presentations
RECOMENDED OR REQUIRED READING	Winston W. L. Operations Research, Applications, and Algorithms, 2004, Dixbury Press; Edvardsson B., Thomasson B., Ovretveit J. Quality of Service, McGraw-Hill Co., England, 1994.
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture,Questions/Answers,Problem Solving,Practice,Presentation
ASSESSMENT METHODS AND CRITERIA	Quantity Percentage(%) Mid-term 1 30 Project 1 30 Total(%) 60 Contribution of In-term Studies to Overall Grade(%) 60 Contribution of Final Examination to Overall Grade(%) 40 Total(%) 100
ECTS WORKLOAD	Activities Number Hours Workload Midterm exam 1 2 2 Preparation for Quiz Individual or group work 14 14 196 Preparation for Final exam 1 25 25 Course hours 14 3 42 Preparation for Midterm exam 1 25 25 Laboratory (including preparation) Final exam 1 2 2 Homework 1 14 14 Total Workload 306 Total Workload / 30 10,2 ECTS Credits of the Course 10
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No