Course Syllabus Service Operations Management (THM 348) 11/21/2018

11/21/2018

Course Description 11/21/2018

The course explores the dimensions of successful service firms The course explores the dimensions of successful service firms. It prepares students for enlightened management and suggests creative entrepreneurial opportunities. Outstanding service organizations are managed differently than their "merely good" competitors. Actions are based on totally different assumptions about the way success is achieved. The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. Moreover, the course will focus on service management from an integrated viewpoint with a focus on customer satisfaction. The material will integrate operations, marketing, strategy, information technology and organizational issues. Finally, because the service sector is the fastest-growing sector of the economy, this course is intended to help students discover entrepreneurial opportunities. 11/21/2018

Pre-requisites A passing grade from the above mentioned courses is a plus (Not a must): THM 243 : Rooms Division Management Adequate knowledge of mathematics or calculus (i.e. BIM 100 - 107) Basic Excel Knowledge! 11/21/2018

Textbook James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev K. Bordoloi, Service Management: Operations, Strategy, Information Technology, (8th Ed.), Mc Graw Hill Instructor’s Web Page : bilkent.edu.tr/~chafra 11/21/2018

Grading In-Class Attendance: 5 % In-Class Participation: 5 % Chapter Presentation (Group): 20 % Case Study (Group): 15 % Assignments (Group): 25 % Midterm Exam: 10 % Final Exam: 20 % 11/21/2018

Catalog System 11/21/2018

Things to Remember! All Students should have an undergraduate e-mail address (i.e.…@ug.bilkent.edu.tr ) along with an SRS Password. Maximum 25% Absenteeism! Each week, a group of students will explain a chapter to their colleagues. Moreover, the same group is expected to prepare a case study (related to that very chapter taught) → written + presentation Peer evaluation (Case study presentation)! Come Prepared for Chapters that will be taught. Late Homework and / or Assignment  0! Failing to attend 75 % of class sessions and / or totaling less than 44 / 80 (before final exam) would mean that student in question will NOT be allowed to be seated to Final Exam → FZ! 11/21/2018

Course Breakdown 11/21/2018

Weeks 1 through 7 Week 01: The Service Economy (Chapter 1) Week 02: The Service Economy – Continued... (Chapter 1) Week 03: Service Strategy (Chapter 2) Week 04: New Service Development (Chapter 3) Week 05: The Service Encounter (Chapter 4) Week 06: Service Quality (Chapter 6) Week 07: Revision 11/21/2018

Midterm Examination 11/21/2018

Weeks 9 through 13 Week 09: Mid-Semester Evaluation Week 10: Process Improvement (Chapter 7) Week 11: Service Supply Relationships (Chapter 9) Week 12: Globalization of Services (Chapter 10) Week 13: Managing Capacity and Demand (Chapter 11) Week 14: Overall Review 11/21/2018

Final Exam Semester Holiday! 11/21/2018