PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
OTO 435	SERVICE MANAGEMENT AND CUSTOMER SERVICES	2 + 0	4th Semester

COURSE DESCRIPTION

Course Level	Bachelor's Degree
Course Type	Elective
Course Objective	The purpose of this course students gain information about services and customer relationship management to help.
Course Content	Labor laws, the service business of running the business need and legal sanctions. Employee rights and legal obligations. Workflow service organization, work instructions and job description, employee training, development, monitoring and organization of work, such as career planning, service operations to report. Verbally, by phone and written communication rules, basic contact information, ways to meet demand and the evaluation. Consumer rights law, according to the Consumer.
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	Labour laws and subject to legal sanctions work describes the operation of service business.
2	Describes the employee's statutory rights and obligations.
3	Service organization of work flow, work instructions and job descriptions indicates.
4	The employee training, development, career planning, and organization of work and define the follow-up.
5	According to consumer law explains consumer rights.

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13
LO 001		4					4		4			5	5
LO 002		4					4		4			5	5
LO 003		4					4		4			5	5
LO 004		4					4		4			5	5
LO 005		4					4		4			5	5
Sub Total		20					20		20			25	25
Contribution	0	4	0	0	0	0	4	0	4	0	0	5	5

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	16	2	32
Assignments	10	4	40
Mid-terms	1	8	8
Final examination	1	10	10
Total Work Load ECTS Credit of the Course			90

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
OTO 435	SERVICE MANAGEMENT AND CUSTOMER SERVICES	2 + 0	1	Turkish	2011-2012 Spring

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
			Course location is not specified.	%

Goals		The purpose of this course students gain information about services and customer relationship management to help.
Content		Labor laws, the service business of running the business need and legal sanctions. Employee rights and legal obligations. Workflow service organization, work instructions and job description, employee training, development, monitoring and organization of work, such as career planning, service operations to report. Verbally, by phone and written communication rules, basic contact information, ways to meet demand and the evaluation. Consumer rights law, according to the Consumer.

Topics

Weeks	Topics
1	Labour laws, the service business subject to legal sanctions work work
2	Labour laws, the service business subject to legal sanctions work work
3	The employee's legal rights and obligations
4	Service organization work flow
5	Service organization work flow
6	Operating instructions and job descriptions
7	The employee training, development, career planning, and monitoring and organization of work
8	The employee training, development, career planning, and monitoring and organization of work
9	Midterm
10	Service reporting procedures
11	Verbally, by telephone and written communication rules
12	Basic contact information,
13	Ways to assess and meet the demand.
14	According to consumer law consumer rights.

Materials

Materials are not specified.

Resources

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	50	Final Exam
Midterm Exam	50	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student