COURSE UNIT TITLE

Offered By

MANAGEMENT

Level of Course Unit

Third Cycle Programmes (Doctorate Degree)

Course Coordinator

PROFESSOR PINAR SÜRAL ÖZER

Offered to

MANAGEMENT

Course Objective

Introducing the techniques that are used to improve the the efficiency, effectiveness and the quality of service of service processes. Assessing the performance and evaluating the methods that can be used to improve the performance in the processes used in hospitals, banks, hotels, supermarkets and other service systems.

Learning Outcomes of the Course Unit

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Recomended or Required Reading

Saime Oral, Hilmi Yüksel, Hizmet Işlemleri Yönetimi, Kanyılmaz Matbaası, 2007
Fitzsimmons J.A., Fitzsimmons M.J., Service Management, Operations Strategy and Information Technology by McGraw Hill Inc, 2001

Planned Learning Activities and Teaching Methods

Assessment Methods

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Contribution of Learning Outcomes to Programme Outcomes