Course Name Code Semester T+U Hours Credit ECTS
Service Management and Customer Services OTE 425 7 2 + 0 2 2
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator ASLAN ÇOBAN
Course Lecturers
Course Assistants
Course Category
Course Objective The aim of the course is providing basics of working Laws, Law sanction necessory for working of service managements
Obligation and rights of employees,
How to manage and organize pf jobs such as service work flow organization, according to that, work regulation and definition, employees training, improvements, career planing and raport processes.Giving students an understanding of Oral, written, on phone comminication rules, jestures, basic comminication knowledge, such as empathy, ways of claims processing and responding.
Providing basics of consumer rights according to consumer laws
Course Content Introduction, labor laws, Consumer rights, Legal obligations of service managements, Service work flow chart, Work regilations and definitions, Service management operations and techniques, Managements of service employees, Managements of service systems, Managements of service performance, Managements of service economy, Managements of service marketing, Managements of consumer relation, Comunication of in service
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Explain sanctions related to the bussiness Lecture, Testing,
2 Explain obligations and rigths in the work Question-Answer, Lecture, Testing, Homework,
3 Explain basics of business ergonomies and business organization Lecture, Question-Answer, Testing, Homework,
4 Explain the basic necessities in consumer relations Question-Answer, Lecture, Testing, Homework,
5 Explain consumer rights in the framework of law Lecture, Question-Answer, Discussion, Testing, Homework,
Week Course Topics Preliminary Preparation
1 Introduction, labor laws
2 Consumer rights
3 Legal obligations of service managements
4 Service work flow chart
5 Work regilations and definitions
6 Service management operations and techniques
7 Managements of service employees
8 Managements of service systems
9 Midterm exam
10 Managements of service performance
11 Managements of service economy
12 Managements of service marketing
13 Managements of consumer relation
14 Comunication of in service
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Having necessary knowledge and skills for performing his/her proficiency in the subject of motor Technologies and basic manufacturing processes X
2 Having the latest knowledge and skills for theoretical and practical applications of motor systems and principals X
3 Having the latest knowledge and skills for theoretical and practical applications of vehicle systems X
4 Having the latest knowledge and skills for performing tests, control and maintenance of motor/vehicle systems and hardware X
5 Having the latest knowledge and skills for diagnostics and renovation processes of vehicle/motor systems X
6 Having the latest knowledge in Science and Engineering X
7 Having the latest knowledge and skills in the area of electric-electronic-computer for performing tasks related to his/her proficiency X
8 Having foreign language skills and knowledge for making tasks related to his/her proficiency X
9 Having the latest knowledge and skills for making design and research projects in his/her area X
10 Having the latest knowledge and skills in the area of servicing/management/job security related to his/her proficiency X
11 Having the latest knowledge and skills for performing tasks in teaching and education in his/her area X
12 Having necessary knowledge for performing tasks in the automobile industry X
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 60
1. Kısa Sınav 10
1. Ödev 10
1. Sözlü Sınav 10
2. Kısa Sınav 10
Total 100
1. Yıl İçinin Başarıya 50
1. Final 50
Total 100
ECTS - Workload Activity Quantity Time (Hours) Total Workload (Hours)
Course Duration (Including the exam week: 16x Total course hours) 16 2 32
Hours for off-the-classroom study (Pre-study, practice) 16 1 16
Mid-terms 1 3 3
Assignment 1 5 5
Performance Task (Laboratory) 1 8 8
Total Workload 64
Total Workload / 25 (Hours) 2.56
dersAKTSKredisi 2