BA4616 SERVICES MANAGEMENT
| Course Code: | 3124616 |
| METU Credit (Theoretical-Laboratory hours/week): | 3 (3.00 - 0.00) |
| ECTS Credit: | 6.0 |
| Department: | Business Administration |
| Language of Instruction: | English |
| Level of Study: | Undergraduate |
| Course Coordinator: | Res.Dr. HATİCE GONCA BULUR |
| Offered Semester: | Fall Semesters. |
Course Objectives
The service sector has a significant role in the economy of nations. Services range from transportation, to communications, health care, education, trade and finance, to name only a few.
Operations management has frequently focused on tools and concepts that are more applicable to manufacturing organizations. On the other hand, by the nature of their operations, service organizations exhibit distinct characteristics which are not found in manufacturing firms. Whilst in manufacturing goods are produced away from the customer and stored to meet demand, the creation and consumption of a service occur almost simultaneously, and the customer is often present or involved in the creation of the service. The management of service operations therefore involves the consideration of a number of situations not encountered in manufacturing firms.
This course is designed to underline the inherent characteristics of service operations. Part I covers the nature of services, the unique characteristics of services, and the service package and service delivery system. Part II explores the applicability of Operations Management concepts to service industries, the modifications required and new techniques in all major areas such as service design, layout, location, capacity management, quality, and strategy.
Course Content
A study of the inherent characteristics of service organizations in the public and private sectors; the service package and service delivery system; service design and process selection; forecasting in services; location and layout of service firms; human resources Management; capacity Management and the quality challenge in services.
Course Learning Outcomes
Upon successful completion of this course, students should be able to:
Course Specific Skills:
1. Understand the taxonomy of services
2. Distinguish between the explicit and implicit benefits of services
3. Distinguish the unique characteristics of services
4. Understand how the degree of contact affects management decisions
5. Understand the implications of the service content
6. Determine service levels
7. Integrate service levels, the service delivery system and service levels
8. Know which techniques in specific areas of operations management apply to services
Discipline Specific Skills:
9. Recognize the challenges faced by managers in the service industry
10. Assess the proportion of goods in services and the proportion of services in manufacturing
11. Identify the managerial impact of each element of the service package
12. Assess the implications of the degree of contact on the management of services
13. Foresee the movement of service firms along the goods-services spectrum
14. Relate service levels to quality
15. Evaluate the spectrum of techniques for services management
Personal and Key Skills:
16. Understand the evolving role of managers in the service industry
17. Be proactive in responding to simultaneity in service production and consumption
18. Understand the difference between manufacturing and service management decisions for each major area in operations management
19. Apply the concepts covered in the course to case discussions
Program Outcomes Matrix
| Level of Contribution | |||||
| # | Program Outcomes | 0 | 1 | 2 | 3 |
| 1 | They attain advanced level of knowledge in the functional areas of business administration such as strategic management, marketing, accounting, finance, organization management, human resources, and operations management. | ✔ | |||
| 2 | They are capable of identifying and analyzing legal, environmental and social factors, which influence the basic functional areas of the business administration. | ✔ | |||
| 3 | They understand and implement rational, systematic and scientific approaches effectively in problem solving and decision-making processes. | ✔ | |||
| 4 | They are capable of applying, analyzing, synthesizing and evaluating the knowledge they have in diverse fields efficiently | ✔ | |||
| 5 | They are capable of transferring information by using efficient verbal and written communication techniques. | ✔ | |||
| 6 | They are capable of performing professional communication effectively also in English. | ✔ | |||
| 7 | They know the methods of performing efficient teamwork. | ✔ | |||
| 8 | They are capable of following the contemporary techniques, scientific and technological developments in their fields and are able to conduct research and studies in order to develop their business administration related knowledge, skills, and competences. | ✔ | |||
| 9 | They are knowledgeable in the areas of professional ethics and responsibility. | ✔ | |||
| 10 | They are capable of utilizing their knowledge and skills efficiently in global and multicultural contexts. | ✔ | |||
| 11 | They are knowledgeable in the issues of environment, social responsibility, social justice, quality and cultural values | ✔ | |||
| 12 | They have a creative, innovative and critical perspective. | ✔ | |||
0: No Contribution 1: Little Contribution 2: Partial Contribution 3: Full Contribution