END 396 SERVICE SYSTEMS DESIGN AND PLANNING TOBB University of Economics and Technology Industrial Engineering DepartmentYear, semester:3rdYear, 1stSemester Prerequisite(s):END 214/ END 224 Credits - Lab - Lecture:: (3, 0, 0) 3 ECTS: 6 Instructor:Asst. Prof. Eda YÜCELOffice: 112-1, Tel: 4491, [email protected]Assistants:Güşta DilaverOffice: 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.