Optician
Course Details
KTO KARATAY UNIVERSITY
Vocational School of Medical Services
Programme of Optician
Course Details
Vocational School of Medical Services
Programme of Optician
Course Details
| Course Code | Course Name | Year | Period | Semester | T+A+L | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| 04831004 | Customer Relationship Management | 2 | Autumn | 3 | 2+0+0 | 3 | 3 |
| Course Type | Elective |
| Course Cycle | Associate (Short Cycle) (TQF-HE: Level 5 / QF-EHEA: Short Cycle / EQF-LLL: Level 5) |
| Course Language | Turkish |
| Methods and Techniques | - |
| Mode of Delivery | Face to Face |
| Prerequisites | - |
| Coordinator | - |
| Instructor(s) | Lect. Şeyma KAHVECİ |
| Instructor Assistant(s) | - |
Course Instructor(s)
| Name and Surname | Room | E-Mail Address | Internal | Meeting Hours |
|---|---|---|---|---|
| Lect. Şeyma KAHVECİ | B-Z26 | [email protected] | 7956 | Tuesday 09:00-11:00 |
Course Content
Marketing, Customer and customer relations concepts, Service and customer services, Customer relations, objectives, stages and management, Customer satisfaction, Customer loyalty, Creating value in customers, Communication in the customer relationship management process, Customer service in CRM, Measuring customer relations, Organizational Culture, Change of organizational culture, methods of being successful in CRM, ways to increase theoretical performance with CRM, obstacles encountered in CRM.
Objectives of the Course
To develop students' ability to recognize and analyze their customers.
Contribution of the Course to Field Teaching
| Basic Vocational Courses | |
| Specialization / Field Courses | |
| Support Courses | X |
| Transferable Skills Courses | |
| Humanities, Communication and Management Skills Courses | X |
Relationships between Course Learning Outcomes and Program Outcomes
| Relationship Levels | ||||
| Lowest | Low | Medium | High | Highest |
| 1 | 2 | 3 | 4 | 5 |
| # | Program Learning Outcomes | Level |
|---|---|---|
| P11 | Have sufficient knowledge about the subjects related to different disciplines that can be used in the field and communicate effectively with all stakeholders. | 5 |
Course Learning Outcomes
| Upon the successful completion of this course, students will be able to: | |||
|---|---|---|---|
| No | Learning Outcomes | Outcome Relationship | Measurement Method ** |
| O1 | To be able to express information about topics related to different disciplines that can be used in the field. | P.11.1 | 1 |
| O2 | To be able to comprehend how information about the subjects related to different disciplines that can be used in the field can contribute to the field of opticianry. | P.11.2 | 1 |
| O3 | To be able to integrate information about the subjects related to different disciplines that can be used in the field of opticianry. | P.11.3 | 1 |
| O4 | Measures the effects of information about the subjects related to different disciplines that can be used in the field of opticianship. | P.11.6 | 1 |
| ** Written Exam: 1, Oral Exam: 2, Homework: 3, Lab./Exam: 4, Seminar/Presentation: 5, Term Paper: 6, Application: 7 | |||
Weekly Detailed Course Contents
| Week | Topics |
|---|---|
| 1 | Concepts related to Marketing, Customer and customer relations |
| 2 | Service and customer service |
| 3 | Customer relations, objectives, phases and management |
| 4 | customer satisfaction |
| 5 | Customer loyalty |
| 6 | Customer value creation |
| 7 | Communication in the customer relationship management process |
| 8 | Midterm |
| 9 | Customer service at MRM |
| 10 | Measuring customer relationships |
| 11 | Organizational Culture |
| 12 | Change of organizational culture |
| 13 | How to be successful in CRM |
| 14 | Ways to improve theoretical performance with CRM |
| 15 | Obstacles encountered in CRM |
| 16 | final exam |
Textbook or Material
| Resources | Barutçugil İ., 2009. Müşteri ilişkileri ve satış yönetimi, Kariyer yayıncılık. |
| Bilge F.A., 2010. Müşteri ilişkileri yönetimi, Gazi Kitabevi. |
Evaluation Method and Passing Criteria
| In-Term Studies | Quantity | Percentage |
|---|---|---|
| Attendance | - | - |
| Laboratory | - | - |
| Practice | - | - |
| Field Study | - | - |
| Course Specific Internship (If Any) | - | - |
| Homework | - | - |
| Presentation | - | - |
| Projects | - | - |
| Seminar | - | - |
| Quiz | - | - |
| Listening | - | - |
| Midterms | 1 | 40 (%) |
| Final Exam | 1 | 60 (%) |
| Total | 100 (%) | |
ECTS / Working Load Table
| Quantity | Duration | Total Work Load | |
|---|---|---|---|
| Course Week Number and Time | 14 | 2 | 28 |
| Out-of-Class Study Time (Pre-study, Library, Reinforcement) | 14 | 2 | 28 |
| Midterms | 1 | 10 | 10 |
| Quiz | 0 | 0 | 0 |
| Homework | 0 | 0 | 0 |
| Practice | 0 | 0 | 0 |
| Laboratory | 0 | 0 | 0 |
| Project | 0 | 0 | 0 |
| Workshop | 0 | 0 | 0 |
| Presentation/Seminar Preparation | 0 | 0 | 0 |
| Fieldwork | 0 | 0 | 0 |
| Final Exam | 1 | 15 | 15 |
| Other | 0 | 0 | 0 |
| Total Work Load: | 81 | ||
| Total Work Load / 30 | 2,70 | ||
| Course ECTS Credits: | 3 | ||
Course - Learning Outcomes Matrix
| Relationship Levels | ||||
| Lowest | Low | Medium | High | Highest |
| 1 | 2 | 3 | 4 | 5 |
| # | Learning Outcomes | P11 |
|---|---|---|
| O1 | To be able to express information about topics related to different disciplines that can be used in the field. | 5 |
| O2 | To be able to comprehend how information about the subjects related to different disciplines that can be used in the field can contribute to the field of opticianry. | 5 |
| O3 | To be able to integrate information about the subjects related to different disciplines that can be used in the field of opticianry. | 5 |
| O4 | Measures the effects of information about the subjects related to different disciplines that can be used in the field of opticianship. | 5 |