Course Name Code Semester T+U Hours Credit ECTS
Service Systems Management ENM 420 8 3 + 0 3 5
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator Prof.Dr. EMİN GÜNDOĞAR
Course Lecturers
Course Assistants
Course Category
Course Objective Students have the opportunity to work in the service sector, learns processes, problems and solution approaches for service systems
Course Content Introduction and Basics concepts, Design and Innovation, Planning, Scheduling and Control, Location and Layout, Financial management, Cost Control, Revenue management and Pricing, Productivity and Quality, Knowledge management, Human Resources management.
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Recognition of the characteristics of service systems Lecture, Discussion, Case Study, Homework,
2 Gains the ability to design and innovation in different service systems Lecture, Discussion, Case Study, Project / Design,
3 Understans planning, scheduling techniques in the service sector Lecture, Drilland Practice, Motivations to Show, Group Study, Testing, Project / Design,
4 Understands methods of site selection and placement of service systems Drilland Practice, Demonstration, Case Study, Testing, Project / Design,
5 Learns Cost Management and Control of service systems Discussion, Role Playing, Simulation, Lab / Workshop, Testing, Project / Design, Performance Task,
6 Learns about Revenue Management and Pricing in Service sector Demonstration, Group Study, Six Hat Methods, Project Based Learning, Testing, Project / Design,
7 Performance management techniques learned in service systems Question-Answer, Drilland Practice, Role Playing, Case Study, Testing, Project / Design, Performance Task,
8 Understands what is the differences, Quality , Information, Human Resources and Marketing Management in the service systems Drilland Practice, Simulation, Case Study, Project Based Learning, Testing, Project / Design,
Week Course Topics Preliminary Preparation
1 Introduction and Basic Concepts
2 characteristics of service systems
3 Service Systems Design and Innovation
4 Service Systems Planning
5 Service Scheduling and Control systems
6 The choice of location and placement in service systems
7 Service Financial Management systems
8 Cost Management and Control in service systems
9 Revenue Management and Pricing in service systems
10 Performance management in service systems
11 Service Productivity and Quality Management systems
12 Knowledge Management in service systems
13 Human Resources Management Service systems
14 Employment security and environment in service systems
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Engineering graduates with sufficient knowledge background on science and engineering subjects of their related area, and who are skillful in implementing theoretical and practical knowledge for modelling and solving engineering problems. X
2 Engineering graduates with skills in identifying, describing, formulating and solving complex engineering problems, and thus,deciding and implementing appropriate methods for analyzing and modelling. X
3 Engineering graduates with skills in designing a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; for this purpose, skills in implementing modern design methods. X
4 Engineering graduates with skills in developing, selecting and implementing modern techniques and tools required for engineering applications as well as with skills in using information technologies effectively. X
5 Engineering graduates with skills in designing and conducting experiments, collecting data, analyzing and interpreting the results in order to evaluate engineering problems. X
6 Engineering graduates who are able to work within a one discipline or multi-discipline team,as well as who are able to work individually X
7 Engineering graduates who are able to effectively communicate orally and officially in Turkish Language as well as who knows at least one foreign language
8 Engineering graduates with motivation to life-long learning and having known significance of continuous education beyond undergraduate studies for science and technology X
9 Engineering graduates with well-structured responsibilities in profession and ethics X
10 Engineering graduates having knowledge about practices in professional life such as project management, risk management and change management, and who are aware of innovation and sustainable development. X
11 Engineering graduates having knowledge about universal and social effects of engineering applications on health, environment and safety, as well as having awareness for juridical consequences of engineering solutions. X
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 65
1. Kısa Sınav 5
1. Ödev 25
2. Kısa Sınav 5
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 3 48
Mid-terms 1 10 10
Quiz 2 6 12
Performance Task (Laboratory) 1 10 10
Final examination 1 16 16
Total Workload 128
Total Workload / 25 (Hours) 5.12
dersAKTSKredisi 5