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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TKY 7012 SERVICE QUALITY COMPULSORY 2 0 0 6

Offered By

Quality Management (Non-Thesis-Evening)

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

PROFESSOR HILMI YÜKSEL

Offered to

Quality Management (Non-Thesis-Evening)

Course Objective

To introduce the students the methods used for measuring and evaluating the quality of service businesses and to gain the ability to use tools and methods used to improve the quality of service outcomes and to increase efficiency of service processes.

Learning Outcomes of the Course Unit

1   To identify the basic characteristics of service processes, the factors affecting the quality of service 2   To understand the methods used to measure the quality of service 3   To perform the measurement and evaluation of the quality of service 4   To understand and apply the approaches used in improving the quality of service 5   To develop recommendations for improving the quality and efficiency of service processes

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Key features of the services 2 Service quality, the factors affecting the quality of service 3 Dimensions of service quality, measurement of quality of service 4 Servqual method and statistical analysis used in the analysis of the results 5 Servqual method and statistical analysis used in the analysis of the results 6 Case studies with the Servqual method 7 Servperf method and case studies with the Servperf method 8 Principles of lean thinking and lean thinking in service businesses 9 Midterm exam 10 Applications on lean manufacturing techniques in service businesses 11 Six sigma and six sigma in service businesses 12 Six sigma applications in service businesses 13 Implementation of quality improvement techniques in service businesses 14 Project presentations

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

presentation and case studies

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 STT TERM WORK (SEMESTER) 3 FIN FINAL EXAM 4 FCG FINAL COURSE GRADE MTE * 0.20 + STT* 0.40 + FIN* 0.40 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.20 + STT * 0.40 + RST* 0.40 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

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

Activities Number Time (hours) Total Work Load (hours) Lectures 10 3 30 Tutorials 2 3 6 Preparations before/after weekly lectures 12 2 24 Preparation for midterm exam 1 20 20 Preparation for final exam 1 25 25 Preparing assignments 1 35 35 Preparing presentations 1 8 8 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 150

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 LO.1 4 4 LO.2 4 4 LO.3 4 4 4 4 LO.4 4 4 3 4 4 LO.5 4 4 3 4 4