Description of Individual Course Units
Course Unit CodeCourse Unit TitleType of Course UnitYear of StudySemesterNumber of ECTS Credits
11320203E11801MANAGEMENT OF SERVICE SYSTEMSElective355
Level of Course Unit
First Cycle
Objectives of the Course
• To explain the differences between manufacturing systems and service systems • To explain the basic characteristics of service systems and the importance of service systems in business • To explain various control techniques and performance evaluation methods used in service systems
Name of Lecturer(s)
Learning Outcomes
1To be able to understand the basic characteristics and distinctions of manufacturing and service systems
2To be able to classify service systems and evaluate their performance
3To be able to understand characteristics of a waiting- line system and single and multiple-channel queuing models.
Mode of Delivery
Face to Face
Prerequisites and co-requisities
None
Recommended Optional Programme Components
None
Course Contents
In this course, service systems, their place in economics, their classifications, the comparison of manufacturing and service systems, performance of the service systems, demand and supplier management, queue management and performance evaluation of service systems subjects will be discussed.
Weekly Detailed Course Contents
WeekTheoreticalPracticeLaboratory
1Introduction: Service and Manufacturing Operations
2Services, Productivity Measurement in Services
3Forecasting
4Forecasting
5Capacity Planning, Rough Cut Capacity Planning
6Aggregate Planning, Service Workforce Planning
7Material Requirements Planning for Service
8Midterm
9Material Requirements Planning for Service
10Inventory Planning - Deterministic
11Inventory Planning - Deterministic
12Inventory Planning - Under Uncertainty
13Inventory Planning - Under Uncertainty
14Queuing Systems
15Queuing Systems
16Final Exam
Recommended or Required Reading
-Service Operations Management, Robert Johnston and Graham Clark, 2nd Ed, Prentice Hall. -Production and Operations Analysis, 5th ed., Steven Nahmias, McGraw-Hill / Irwin.
Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"
Assessment Methods and Criteria
Term (or Year) Learning ActivitiesQuantityWeight
SUM0
End Of Term (or Year) Learning ActivitiesQuantityWeight
SUM0
SUM0
Language of Instruction
English
Work Placement(s)
None
Workload Calculation
ActivitiesNumberTime (hours)Total Work Load (hours)
Midterm Examination122
Final Examination122
Attending Lectures16348
Seminar5315
Self Study5315
Individual Study for Homework Problems428
Individual Study for Mid term Examination10220
Individual Study for Final Examination20240
TOTAL WORKLOAD (hours)150
Contribution of Learning Outcomes to Programme Outcomes
PO
1
PO
2
PO
3
PO
4
PO
5
PO
6
PO
7
PO
8
PO
9
PO
10
LO15454554545
LO25454554545
LO35454554545
* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High
 
Ege University, Bornova - İzmir / TURKEY • Phone: +90 232 311 10 10 • e-mail: intrec@mail.ege.edu.tr