| 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 | ||