COURSE UNIT TITLE

: SERVICE OPERATIONS AND ARCHITECTURES

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
BIS 5018 SERVICE OPERATIONS AND ARCHITECTURES ELECTIVE 3 0 0 5

Offered By

Business Information Systems (English)

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

ASSOCIATE PROFESSOR GÜZIN ÖZDAĞOĞLU

Offered to

Business Information Systems (English)

Course Objective

This course aims at providing the fundamentals of designing service systems; lowering the costs of the firm; achieving cost efficiencies of the firm; having a strong positive impact on company image / reputation, and giving the company important competitive advantage.

Learning Outcomes of the Course Unit

1   To be able to be familiar with service operations and related business models.
2   To be able to recognize the necessity of process integration for service management.
3   To be able to make analysis for information system within a service organization.
4   To be able to design a service model using service oriented architecture and related techniques.
5   To be able to integrate the feedback coming from consumers and corresponding service operations within CRM model for process imrovement through a database by the help of intelligent tools.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Introduction to service operations management
2 Strategic and operational aspects of designing new services Structure of service organizations
3 Assessing and improving service quality, improving the efficiency and effectiveness of service processes.
4 Service delivery, Service reusability, Service autonomy, Service contract
5 Customer relationship management and decision support systems in service organizations
6 Decision modeling to optimize the service operations
7 Basics of business modeling and enterprise reference architectures
8 Midterm Exam
9 Modeling service processes and modern service models Service-oriented architecture (SOA) to design a business model
10 Modeling service processes and modern service models Service-oriented architecture (SOA) to design a business model
11 Service specification architecture fundamentals Service implementation architecture fundamentals Service deployment architecture fundamentals
12 SOA Adoption Fundamentals Business Value from SOA SOA applications on case studies (Web Services)
13 Project Presentations
14 Project Presentations

Recomended or Required Reading

1. Service Operations Management: Improving Service Delivery, Prof Robert Johnston, Graham Clark, Prentice Hall. ISBN 978-0273683674.
2. Managing Service Operations: Design and Implementation, Bill Hollins, Sadie Shinkins, SAGE.
3. Understanding SOA with Web Services, Eric Newcomer, Greg Lomow, Addison-Wesley Professional. ISBN 978-0321180865.
4. Service-Oriented Architecture: A Field Guide to Integrating XML and Web Services, Thomas Erl, Prentice Hall. ISBN 978-0131428980.
5. Related books, book chapters and articles are used.

Planned Learning Activities and Teaching Methods

Lecture, group work, presentations, class discussions.

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

1. Exams are applied to see students knowledge about fundamentals of service operations management.
2. Class discussions will be performed through case studies and participation level will be evaluated during discussions.
3. Project will evaluate the performance on real life application of decision and analysis methods used in service management.

Assessment Criteria

1. Midterm and Final Exam: Students will be assessed on their knowledge of concepts and theories through an essay-type written exam.
2. Term Project: Groups will do an observation in a real business environment about service management and prepare a written report based on the format given by the instructor. They are expected to share their observation with their class-mates through oral presentations.
3. Class Discussions and Presentation: Students will be given certain cases or questions related to the concepts covered in the class. Groups will debate on the topics and present their opinions. Students are expected to contribute to class discussions.

Language of Instruction

English

Course Policies and Rules

1. Attending at least 70 percent of lectures is mandatory.
2. Plagiarism of any type will result in disciplinary action.
3. Students are expected to participate actively in class discussions.
4. Students are expected to attend to classes on time.
5. Students are expected to prepare ahead of time for class.

Contact Details for the Lecturer(s)

guzin.kavrukkoca@deu.edu.tr

Office Hours

To be announced at the first lecture.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 13 2 26
Case study 13 1 13
Preparations before/after weekly lectures 10 2 20
Preparing assignments 5 2 10
Preparation for midterm exam 1 15 15
Preparation for final exam 1 15 15
Preparing presentations 1 3 3
Field study 1 20 20
Midterm 1 3 3
Final 1 3 3
TOTAL WORKLOAD (hours) 128

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7
LO.125225
LO.225335
LO.315445
LO.44555455
LO.55555455

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

Copyright 2015 DEÜ. BİD

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