GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
SERVICE SYSTEMS/IE365
Course Title: SERVICE SYSTEMS
Credits 3 ECTS 4
Course Semester 5 Type of The Course Elective
COURSE INFORMATION
 -- (CATALOG CONTENT)
 -- (TEXTBOOK)
 -- (SUPPLEMENTARY TEXTBOOK)
 -- (PREREQUISITES AND CO-REQUISITES)
 -- LANGUAGE OF INSTRUCTION
  English
 -- COURSE OBJECTIVES
 -- COURSE LEARNING OUTCOMES
To give general information about the service systems
To teach the solution methods of the problems occured in service systems in order to increase the service system productivity
To get an ability for focusing the service systems with perspective of Industrial Engineering and for solving the problems occured in service systems

 -- MODE OF DELIVERY
  The mode of delivery of this course is Face to face
 --WEEKLY SCHEDULE
1. Week  SERVICE SECTOR, SERVICE CONCEPTS: Service definitions, Product and services, The theories explaining the growth of services, Service package
2. Week  SERVICE CONCEPTS, THE NATURE OF SERVICES AND SERVICE ENCOUNTERS: Characteristics of services, Service classifications,service encounters
3. Week  SERVICE ENCOUNTERS: Characteristics, Elements of service encounters: Service providers, Delivery system, physical evidence,customers.
4. Week   TECHNOLOGY, INFORMATION SYSTEMS AND SERVICES: Information systems and its benefits, Information system usage in service systems, E-Commerce, EDI.
5. Week  SERVICE FACILITY LAYOUT AND DESIGN: Location selection, Quantitative methods for location and site selection, Multiple sites.
6. Week  SERVICE FACILITY DESIGN: Layout strategies-Product layout and line balancing,Process layout, Office layout, Retail layout.
7. Week  ANALYSIS AND DESIGN OF SERVICE PROCESS: Process charts,Service blueprinting.MANAGING DEMAND AND SUPPLY IN SERVICES
8. Week   MANAGING DEMAND AND SUPPLY IN SERVICES: Managing demand, Managing supply.Yield management
9. Week  WAITING LINE (QUEUING) MODELS: Basic queuing system configurations, Measuring the queue’s performance, Type of queuing models
10. Week  SERVICE QUALITY AND CONTINUOUS IMPROVEMENT,SERVICE FAILURE(COMPLAINT)AND COMPENSATION: The gaps model, SERVQUAL methodology, Service quarantee, CRM
11. Week  SERVICE PRODUCTIVITY AND MEASUREMENT OF PERFORMANCE: Productivity concepts, Efficiency,Effectiveness,Data evelopment analysis.
12. Week  MIDTERM EXAM I
13. Week  MANAGEMENT OF PUBLIC AND PRIVATE NONPROFIT SERVICE ORGANIZATION
14. Week   VEHICLE ROUTING AND SCHEDULING IN SERVICES,BRANDING IN SERVICES,CITIZENS’ CHARTER
15. Week   LINEAR AND GOAL PROGRAMMING APPLICATIONS FOR SERVICES
16. Week   SERVICE INVENTORY SYSTEMS
 -- TEACHING and LEARNING METHODS
 -- ASSESSMENT CRITERIA
 
Quantity
Total Weighting (%)
 Midterm Exams
1
40
 Assignment
1
5
 Application
0
0
 Projects
2
15
 Practice
0
0
 Quiz
0
0
 Percent of In-term Studies  
60
 Percentage of Final Exam to Total Score  
40
 -- WORKLOAD
 Activity  Total Number of Weeks  Duration (weekly hour)  Total Period Work Load
 Weekly Theoretical Course Hours
14
3
42
 Weekly Tutorial Hours
0
0
0
 Reading Tasks
2
4
8
 Searching in Internet and Library
2
4
8
 Material Design and Implementation
2
1
2
 Report Preparing
1
10
10
 Preparing a Presentation
1
10
10
 Presentation
1
4
4
 Midterm Exam and Preperation for Midterm Exam
1
6
6
 Final Exam and Preperation for Final Exam
1
10
10
 Other (should be emphasized)
0
0
0
 TOTAL WORKLOAD: 
100
 TOTAL WORKLOAD / 25: 
4
 Course Credit (ECTS): 
4
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Adequate knowledge in mathematics, science and engineering subjects pertaining to the relevant discipline; ability to use theoretical and applied knowledge in these areas in complex engineering problems.X
2Ability to identify, formulate, and solve complex engineering problems; ability to select and apply proper analysis and modeling methods for this purposeX
3Ability to design a complex system, process, device or product under realistic constraints and conditions, in such a way as to meet the desired result; ability to apply modern design methods for this purpose...X
4Ability to devise, select, and use modern techniques and tools needed for analyzing and solving complex problems encountered in engineering practice; ability to employ information technologies effectivelyX
5Ability to design and conduct experiments, gather data, analyze and interpret results for investigating complex engineering problems or discipline specific research questionsX
6Ability to work efficiently in intradisciplinary and multi-disciplinary teams; ability to work individuallyX
7Ability to communicate effectively in Turkish, both orally and in writing knowledge of a minimum of one foreign language; ability to write effective reports and comprehend written reports, prepare design and production reports, make effective presentations, and give and receive clear and intelligible instructionsX
8Recognition of the need for lifelong learning; ability to access information, to follow developments in science and technology, and to continue to educate him/herselfX
9Consciousness to behave according to ethical principles and professional and ethical responsibility; knowledge on standards used in engineering practice .X
10Knowledge about business life practices such as project management, risk management, and change management; awareness in entrepreneurship, innovation; knowledge about sustainable developmentX
11Knowledge about the global and social effects of engineering practices on health, environment, and safety, and contemporary issues of the century reflected into the field of engineering; awareness of the legal consequences of engineering solutions .X
 -- NAME OF LECTURER(S)
   (Prof.Dr. Hadi GÖKÇEN)
 -- WEB SITE(S) OF LECTURER(S)
   (https://websitem.gazi.edu.tr/site/hgokcen http://w3.gazi.edu.tr/~hgokcen/)
 -- EMAIL(S) OF LECTURER(S)
   (hgokcen@gazi.edu.tr)