END 396 SERVICE SYSTEMS DESIGN AND PLANNING
TOBB University of Economics and Technology
Industrial Engineering Department
Year, semester
:
3
rd
Year,
1
st
Semester
Prerequisite(s)
:
END 214/ END 224
Credits - Lab - Lecture:
:
(3, 0, 0) 3 ECTS: 6
Instructor
:
Asst. Prof. Eda
YÜCEL
Office: 112-1, Tel: 4491,
[email protected]
Assistants
:
Güşta Dilaver
Office: TM-115
Office hours: TBA
Course Website:
Course Email:
[email protected]
Course Description
:
The role and nature of services. Service strategy. Data Envelopment Analysis. Multi criteria
decision making.
Goal Programming. Managing service inventory. Managing supply and
demand. Capacity and demand planning. Vehicle routing. Managing projects.
Course Textbook and References
:
1.
J. A. Fitzsimmons, M.J. Fitzsimmons, Bordoloi S.K., Service Management Operations,
Strategy, Information Technology. McGraw-Hill, 8th Edition , 2014 (Text Book).
2.
C. Haksever, B. Render, R. S. Russell, R. G. Murdick. Service Management and
Operations. Prentice Hall, 2nd Edition, 2000.
Course Learning Objectives:
1.
To prepare students in understanding the role of services in economy, their distinctive
characteristics, nature and strategic importance; to highlight the differences and
similarities between manufacturing and service organizations and their operations.
2.
To familiarize students with the current global trends and issues through case studies.
