| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | İMO209.7B | Service Equipment | Elective | 2 | 3 | 3 |
|
| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| Purpose of this course is to advance knowledge the students about service management and customer relations. |
| Name of Lecturer(s) |
| Öğr. Gör. Ömer ERDOĞAN |
| Learning Outcomes |
| 1 | Students attending this course are able to gain knowledge about the students about service management and customer relations | | 2 | Learning service workflow chart, work instructions and job descriptions | | 3 | gaining mastery of hand tools |
|
| Mode of Delivery |
| Normal Education |
| Prerequisites and co-requisities |
| none |
| Recommended Optional Programme Components |
| none |
| Course Contents |
| Students is be; Learned labours laws Comprehend to necessary legal sanctions for working of service management Understand to necessary legal sanctions for working of service management Learned to service work flowchart, job instructions and definitions Made to career planning of workers Written to service reports Learned to communications rules by telephone, written and oral; main communication information Understand to consumer laws. |
| Weekly Detailed Course Contents |
|
| 1 | Work law: Labors laws | | | | 2 | Necessary legal sanctions for working of service management | | | | 3 | Legal rights of workers | | | | 4 | Liability of workers | | | | 5 | Service: Service work flowchart | | | | 6 | Job instructions | | | | 7 | Job instructions | | | | 8 | Mid-Term Exam | | | | 9 | Education and career planning of workers: Education of workers | | | | 10 | Education and career planning of workers: Education of workers | | | | 11 | Development and career planning of workers | | | | 12 | Communication technical in service: It is prepared to service reports | | | | 13 | Communications rules by telephone, written and oral | | | | 14 | Main communication information | | | | 15 | consumer laws. | | | | 16 | Final Exam | | |
|
| Recommended or Required Reading |
| Service Management and Customer Relations lecturer notes |
| Planned Learning Activities and Teaching Methods |
|
| Assessment Methods and Criteria | |
| Midterm Examination | 1 | 100 | | SUM | 100 | |
| Final Examination | 1 | 100 | | SUM | 100 | | Term (or Year) Learning Activities | 40 | | End Of Term (or Year) Learning Activities | 60 | | SUM | 100 |
| | Language of Instruction | | Turkish | | Work Placement(s) | | none |
|
| Workload Calculation |
|
| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Question-Answer | 1 | 10 | 10 |
| Field Trip | 1 | 3 | 3 |
| Individual Study for Mid term Examination | 5 | 4 | 20 |
| Individual Study for Final Examination | 5 | 10 | 50 |
|
| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 1 | 2 | 2 | 3 | 3 | 3 | | LO2 | 2 | 3 | 2 | 2 | 3 | 3 | | LO3 | 2 | 4 | 4 | 3 | 1 | 4 |
|
| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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