| Course Name | Code | Semester | T+U Hours | Credit | ECTS |
|---|---|---|---|---|---|
| Quality Management In Service Companies | KAL 515 | 0 | 3 + 0 | 3 | 6 |
| Precondition Courses | |
| Recommended Optional Courses | |
| Course Language | Turkish |
| Course Level | yuksek_lisans |
| Course Type | Optional |
| Course Coordinator | ASLAN ÇOBAN |
| Course Lecturers | ASLAN ÇOBAN, |
| Course Assistants | |
| Course Category | General Training |
| Course Objective | Service quality, a case of businesses, manufacturing businesses are different. That the producers face to face with the customer service, quality of service features such as storage standards makes it more important phenomenon. |
| Course Content | Definition of quality, Service concept and definition, Characteristics of service companies, Quality management in public services, Service quality components and utilities, Service quality management, Customer service, Customer satisfaction and Customer focus, Service quality measurement, Human resource management inservice companies, Planning activities in service companies, Audit activities in service companies, Service marketing |
| # | Course Learning Outcomes | Teaching Methods | Assessment Methods |
|---|---|---|---|
| 1 | To grasp the fact of Service | Lecture, Question-Answer, Discussion, | Testing, Homework, |
| 2 | Understand the characteristics of service firms | Lecture, Question-Answer, Discussion, | Testing, Homework, |
| 3 | Understand the quality of service | Lecture, Question-Answer, Discussion, | Testing, Homework, |
| 4 | Understand the methods of measurement of quality of service | Lecture, Question-Answer, Discussion, | Testing, Homework, |
| Week | Course Topics | Preliminary Preparation |
|---|---|---|
| 1 | Definition of quality | |
| 2 | Service concept and definition | |
| 3 | Characteristics of service companies | |
| 4 | Quality management in public services | |
| 5 | Service quality components and utilities | |
| 6 | Service quality management | |
| 7 | Customer service | |
| 8 | Customer satisfaction and Customer focus | |
| 9 | Service quality measurement | |
| 10 | Service quality measurement | |
| 11 | Human resource management in service companies | |
| 12 | Planning activities in service companies | |
| 13 | Audit activities in service companies | |
| 14 | Service marketing |
| Resources | |
|---|---|
| Course Notes | |
| Course Resources | |
| Order | Program Outcomes | Level of Contribution | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | |||||||
| 2 | |||||||
| 3 | |||||||
| 4 | |||||||
| 5 | X | ||||||
| 6 | X | ||||||
| 7 | |||||||
| 8 | |||||||
| 9 | |||||||
| 10 | |||||||
| Evaluation System | |
|---|---|
| Semester Studies | Contribution Rate |
| 1. Ara Sınav | 60 |
| 1. Ödev | 40 |
| Total | 100 |
| 1. Yıl İçinin Başarıya | 40 |
| 1. Final | 60 |
| Total | 100 |
| ECTS - Workload Activity | Quantity | Time (Hours) | Total Workload (Hours) |
|---|---|---|---|
| Course Duration (Including the exam week: 16x Total course hours) | 16 | 3 | 48 |
| Hours for off-the-classroom study (Pre-study, practice) | 16 | 3 | 48 |
| Mid-terms | 1 | 10 | 10 |
| Assignment | 2 | 15 | 30 |
| Final examination | 1 | 15 | 15 |
| Total Workload | 151 | ||
| Total Workload / 25 (Hours) | 6.04 | ||
| dersAKTSKredisi | 6 | ||