BUS466 SERVICES MANAGEMENT
| Course Code: | 3530466 |
| METU Credit (Theoretical-Laboratory hours/week): | 3 (0.00 - 0.00) |
| ECTS Credit: | 6.0 |
| Department: | Business Administration |
| Language of Instruction: | English |
| Level of Study: | Undergraduate |
| Course Coordinator: | Prof.Dr. OĞUZ SOLYALI |
| Offered Semester: | Fall Semesters. |
Course Objectives
After completing this course, the students will be able to:
- Develop an understanding of the common traits of services and the importance of service sector in developed/developing countries.
- Develop and demonstrate an understanding of the key challenges and issues in designing and delivering services.
- Analyze, develop and improve services by using the concepts, techniques, and decision tools available to service operations managers.
Course Content
This course presents 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.
Prerequisite: BUS 152.
Course Learning Outcomes
By the end of this course, students will be able to:
- demonstrate an understanding of the role of services in an economy.
- demonstrate an understanding of the nature of services and service strategy.
- analyze and develop a new service.
- assess the service quality.
- measure the performance of decision making units and improve them.
- demonstrate an understanding of demand forecasting in services delivery.
- demonstrate an understanding of inventory management in services delivery.
- demonstrate an understanding of service facilities location.
- determine the capacity needed for services delivery.
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