1. FIRST CYCLE - BACHELOR'S DEGREE
  2. FACULTY OF TECHNOLOGY
  3. AUTOMOTIVE ENGINEERING DEPARTMENT
  4. 177 AUTOMOTIVE ENGINEERING
Course Information Course Learning Outcomes Course's Contribution To Program ECTS Workload Course Details
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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 the prerequisite of lesson.
Corequisite No the corequisite of lesson.
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 001           
LO 002           
LO 003           
LO 004           
LO 005           
Sub Total           
Contribution00000000000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
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
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Fall1ERKAN ÖZTÜRK


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
OTOM 353 SERVICE MANAGEMENT 3 + 0 1 Turkish 2023-2024 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Prof. Dr. ERKAN ÖZTÜRK erkanozturk@pau.edu.tr TEK A0105 %70
Goals The aim of this course is to help students to gain information about service management and customer relationships.
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.
Topics
WeeksTopics
1 Introduction to service business and management.
2 Introduction to service business and management, vision and mission.
3 Management functions and techniques.
4 Management functions and techniques, problem solving, performance.
5 System and human, management in service.
6 Relations with employees and leadership.
7 Service systems.
8 Performance management.
9 MID-THERM EXAM
10 Service economy.
11 Marketing management and policies.
12 Marketing management and policies, competition strategies.
13 Project presentations.
14 Project presentations.
Materials
Materials are not specified.
Resources
ResourcesResources Language
Servis yönetimi, Çetin CİNEMRE, Panel Matbaacılık, 2003.Türkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes