GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
SERVİCE MANAGEMENT/OM -415
Course Title: SERVİCE MANAGEMENT
Credits 2 ECTS 3
Semester 8 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  Turkish
 -- NAME OF LECTURER(S)
  Prof. Dr. M. Sahir SALMAN
 -- WEB SITE(S) OF LECTURER(S)
  http://websitem.gazi.edu.tr/site/sahirs
 -- EMAIL(S) OF LECTURER(S)
  sahirs@gazi.edu.tr
 -- LEARNING OUTCOMES OF THE COURSE UNIT
Students taking this course, obtain general information about human relationships and will use the gains in customer relations.
 -- MODE OF DELIVERY
  The mode of delivery of this course is Face to face
 -- PREREQUISITES AND CO-REQUISITES
  There is no prerequisite or co-requisite for this course.
 -- RECOMMENDED OPTIONAL PROGRAMME COMPONENTS
  There is no recommended optional programme component for this course.
 --COURSE CONTENT
1. Week   General terms and definitions, service, service, server, product quality, customer satisfaction, contemporary service concept, etc.Working laws, esse
2. Week  Service process, Proficiency, active service, the key points in service, consumer protection law, relationships in the competent service
3. Week  System concept, human behavior, balance and human, conscience
4. Week  The meaning of being human, human and interest, human relationships, kindness, being friendly, tolerance, bigotryWork flow organization of service
5. Week  Personality, personality structure, the mask, personality test, server and type, the importance of the smile, and behavioral models, perspective and e
6. Week  The server-customer relationship, approach to customers
7. Week  How to win the customer, discourses that makes the customer feel uncomfortable, behavior towards aggressive the customer, discussion topics between t
8. Week  Midterm exam
9. Week  Prejudices, incorrect and inappropriate discourses, precious and beautiful discourses, distances between peopleMidterm exam
10. Week   Communication, gangrene, communication components,
11. Week   The art of speaking, listening, art, listening to the customer, the bidirectional communication
12. Week   Body language, communication accidents, phone
13. Week  Customer, the customer's needs, desires and expectations, customer profiling, customer complaints
14. Week  Service management, resources, purpose, the bridge model, service management
15. Week  Management functions; planning, organizing, executing, coordinating, control, motivation, problem solving, giving orders,
16. Week  Second midterm exam
 -- RECOMMENDED OR REQUIRED READING
  Course documents
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
  Lecture, Question & Answer, Demonstration
 -- WORK PLACEMENT(S)
  Not Applicable
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
2
30
 Assignment
1
10
 Exercises
0
0
 Projects
0
0
 Practice
0
0
 Quiz
0
0
 Contribution of In-term Studies to Overall Grade  
40
 Contribution of Final Examination to Overall Grade  
60
 -- WORKLOAD
 Efficiency  Total Week Count  Weekly Duration (in hour)  Total Workload in Semester
 Theoretical Study Hours of Course Per Week
14
2
28
 Practising Hours of Course Per Week
0
 Reading
12
2
24
 Searching in Internet and Library
0
 Designing and Applying Materials
0
 Preparing Reports
0
 Preparing Presentation
0
 Presentation
1
10
10
 Mid-Term and Studying for Mid-Term
1
6
6
 Final and Studying for Final
1
7
7
 Other
0
 TOTAL WORKLOAD: 
75
 TOTAL WORKLOAD / 25: 
3
 ECTS: 
3
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Capability of obtaining adequate knowledge in mathematics, science and engineering subjects in the automotive field; applying theoretical and practical knowledge for modeling and solving engineering problems in this field.
2Capability of formulation and solving engineering problems; for this purpose selecting and appliying the appropriate analysis and modeling methods.
3Capability of evaluation of engine and vehicle design projects, designing any engine and vehicle parts, to bring prototype and series production stage.
4Capability of design of complex systems for specific needs, component or process in whole or in part.
5Capability of development of modern methods and tools necessary for engineering applications, selection and effective use and to use of information technologies effectively.X
6Capability of analysis of the engineering problems and for the solution designing and performing experiments, collecting data, analyzing and interpretting the results.
7Capability of work in team and individual and ability to work effectively with other disciplines.X
8Capability of effective communication both verbal and written in Turkish and at least one foreign language konwledgeX
9Capability of access to information in the framework of lifelong learning, to follow the developments in science and technology and self-improvement.X
10Resposibility of professional and ethical liability.X
11Awareness of leadership, entrepreneurship, innovation and sustainable development in business life.X
12Being competent in the engineering applications, legislations, legal consequences and in the field of occupational health and safety.X
13Capability of research and application in the subjects of noise, environment and emissions.X
14Capability of making education in the field.X