COURSE SYLLABUS

IE 419        SERVICE SYSTEMS   (3-0) 3

URL: http://ie.atilim.edu.tr/~ie419

Catalog Data:

Techniques and applications of control concepts in the design of service systems with efficiency and customer satisfaction. Service strategy and competitiveness. Major concerns in the establishment of   a service system. Tools and techniques for managing service operations.

Textbook:

Haksever C., Render B., Russel R. S., Murdick and R. G., Service Management and Operations, 2nd edition, Prentice Hall, 2000.

Reference:

Fitzsimmons J. A., and Fitzsimmons M. J., Service Management, Operation Strategy and Information Technology, 3rd edition, McGraw-Hill, 2001.

Prerequisites by Topic:

Network models; traveling salesman model; queuing models.

Method for Assessing Student Knowledge of Prerequisite Topics:

A prerequisite exam covering the prerequisite topics will be given in the first two weeks.

Goals:

Upon successful completion of this course, the students will be able to conceptualize the service system problems and have the appropriate skills to approach problems, and propose effective and efficient solutions.

Objectives:

·         To develop an understanding of the nature of service organizations and the major characteristics in decision analysis.

·         To clarify and emphasize the differences and similarities between manufacturing and service organizations.

·         To give students tools and techniques for operating service systems in an effective and efficient manner.

·         To emphasize the importance of solving a service system problem with the integration of project management techniques, operations research models, and statistical techniques in a cost effective manner.

·         To allow students to work in teams.

Topics:

1.        Introduction, service types, the role of services and service encounters (1 week)

2.       The focus of service management, globalization of services, service strategy and competitiveness (1 week)

3.       Design and development of services and service delivery systems in logistics systems. Location and layout of service facilities (2 weeks)

4.       Managing demand and supply in service systems with consideration to capacity planning and queuing models (2 weeks)

5.       Service productivity and measurement of performance (1 week)

6.       Tools and techniques for managing service operations :vehicle routing and scheduling, service supply chain management (3 weeks)

7.       Project management in service systems ( 1 week)

8.       Linear and goal programming applications (1 week)

9.       Case study discussions and presentations on different service organizations (2 weeks)

Computer Usage:

Software for operations research and project management applications.

Laboratory Projects:

None.

Contribution to Professional Component:

1.        Mathematics and Basic Science                 0 credits

2.       Engineering Science or Design                   3 credits

3.       General Education                                     0 credits