COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
OTOM 353SERVICE MANAGEMENT3 + 05th Semester4

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective The aim of this course is to help students to gain information about service management and customer relationships.
Course Content Labor laws, consumer rights, legal obligations of service enterprises, service, work flowchart, work instructions and job descriptions, service management functions and techniques, service personnel management, service systems management, service performance management, service economy management, service marketing management, customer relationship management, communication.
Prerequisites No prerequisites.
Corequisite No corequisites.
Mode of Delivery Face to face

COURSE LEARNING OUTCOMES
1Explains the labour laws and legal sanctions necessary for the operation of the service entity.
2Explains the the employee's legal rights and obligations.
3Describes the service work flow organization, work instructions and job descriptions.
4Describes tracking and organization of employee training, development and career planning.
5Explains the rights of the comsumer due to the consumer laws.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11
LO 01           
LO 02           
LO 03           
LO 04           
LO 05           
Sub Total           
Contribution00000000000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration14342
Hours for off-the-classroom study (Pre-study, practice)6212
Mid-terms12020
Final examination13030
Total Work Load

ECTS Credit of the Course






104

4

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