Medical Documentations And Secretariat Work
Associate	TR-NQF-HE: Level 5	QF-EHEA: Short Cycle	EQF-LLL: Level 5

General course introduction information

Course Code:

SKI212

Course Name:

Customer Relationship Management

Course Semester:

Fall

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	4

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Department Elective

Course Level:

Associate

TR-NQF-HE:5. Master`s Degree

QF-EHEA:Short Cycle

EQF-LLL:5. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

Dr.Öğr.Üyesi TÜRKAN ÖZGÜL

Course Lecturer(s):

Dr.Öğr.Üyesi TÜRKAN ÖZGÜL

Course Assistants:

Course Objective and Content

Course Objectives:

This course aims to provide the students to learn the methods of increasing the customer satisfaction and understanding of customer satisfaction principle which is one of the main elements of total quality management, customer concept, characteristics and classification, changes in marketing concept, relational marketing strategies, reasons for failure in customer relations, acquire the customer and grasp the holding.

Course Content:

Customer relationship concept and its properties. Customer behavior and customer satisfaction. Organizational culture and change. Customer satisfaction focused culture creation. Barriers to cultural change. Customer-focused change management. Total quality management in sales and marketing. customer acquisition and retention. Creating value for the customer. Communication with customers, communication model and subjects. Forms of communication with customers. Customer service, service quality and system. Customer relationship measurement, benchmarking. Focus group interviews, counseling panels, critical event technique, customer relationship questionnaire.

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) To learn the concept of customer relationship management
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
Learning Competence
Field Specific Competence
1) To be able to organize customer relations applications in health institutions
Competence to Work Independently and Take Responsibility

Lesson Plan

Week	Subject	Related Preparation
1)	Introduction to Customer Relationship Management, Definition, Objectives, Stages
2)	Customer Satisfaction, Definition, Determination Satisfactory Customer Behaviors
3)	Customer loyalty, loyalty effects, customer loyalty creation tactics Advantages of loyal customer
4)	Customer Relationship Management and Relational Marketing Objectives and Benefits of Relational Marketing
5)	Customer Value, Customer Lifetime Value
6)	Customer Relations Management Process Communication Process and Communication Elements Problems and Causes in Customer Communication
7)	The Importance and Benefits of Customer Service The Customer's Life Cycle
8)	Midterm exam
9)	Customer Service in Customer Relationship Management Steps to be Taken in Customer Winning Process
10)	Customer Retention and Winning Process and Direct Marketing
11)	Customer Relationship Management and Technology
12)	Measuring Customer Relations Focus Group Talks
13)	Consumer Panels, Critical Event Technique
14)	Customer Relationship Survey
15)	Final exam

Sources

Course Notes / Textbooks:	Yavuz Odabaşı, Satışta Ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM) 2009 Sistem Yayıncılık;
References:	C. Aktepe, M.Baş, M. Tolon, Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 2009. Ö. Emrah, Müşteri İlişkileri Yönetimi ve Otel İşletmelerinde Uygulanması, Dokuz Eylül Ünv.2006,

Course-Program Learning Outcome Relationship

Learning Outcomes	1	2
Program Outcomes
1) It is possible to code using the ICD-10 system from the medical records that are the basis for coding.
2) It can write at the speed of speech with ten fingers without touching the screen and keyboard.
3) Has knowledge and skills in using office programs.
4) Business writings, official and private correspondence will have the necessary skills.
5) They become compatible employees based on the voluntary principle with the principle of zero mistake that best represents the institution.
6) They have the desire for continuous learning, their appearance and behavior become exemplary individuals.
7) They have information about patient rights, business ethics, ethical concepts.
8) As an individual, he acts in accordance with laws, regulations, legislation and professional codes of ethics regarding his duties, rights and responsibilities.
9) Social responsibility contributes to the projects and activities within the social environment in which they live with consciousness.
10) It is an example of gathering with external appearance, attitude, attitude and behavior.
11) It carries out the dependent and independent duties given by using basic knowledge accumulation related to medical documentation.
12) It interprets and evaluates data using basic knowledge and skills related to medical documentation, identifies and analyzes problems, and takes part in planned work / responsibility for solution.
13) Cooperates with members of the health team to resolve complex and unforeseen problems encountered in medical documentation related applications.
14) They gain proficiency in research.
15) Can convey the ideas and suggestions of the level of knowledge and skills about the field in written and verbally
16) Will be able to perform interdisciplinary and interdisciplinary team work.
17) He can make mathematical calculations and analyzes for his profession.
18) Basic professional vocabulary and definitions and basic vocational language knowledge competencies gain.
19) His ethical values about his profession are assimilated.
20) To use the lessons learned in an enterprise and to learn the working conditions of the business life.
21) Becomes the agent of development and change in the professional and social field,
22) Being aware of social and political problems, contributes to the development of society,
23) Continue life-long learning and development responsibility, think critically and have effective communication skills,
24) Uses the information and communication technologies required by the profession,
25) Using a foreign language, she tracks, follows and communicates with her colleagues,
26) Both individuals and communities communicate verbally and in writing with other segments of society using existing possibilities.

Course - Learning Outcome Relationship

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	It is possible to code using the ICD-10 system from the medical records that are the basis for coding.
2)	It can write at the speed of speech with ten fingers without touching the screen and keyboard.
3)	Has knowledge and skills in using office programs.	3
4)	Business writings, official and private correspondence will have the necessary skills.
5)	They become compatible employees based on the voluntary principle with the principle of zero mistake that best represents the institution.
6)	They have the desire for continuous learning, their appearance and behavior become exemplary individuals.
7)	They have information about patient rights, business ethics, ethical concepts.	3
8)	As an individual, he acts in accordance with laws, regulations, legislation and professional codes of ethics regarding his duties, rights and responsibilities.
9)	Social responsibility contributes to the projects and activities within the social environment in which they live with consciousness.
10)	It is an example of gathering with external appearance, attitude, attitude and behavior.	2
11)	It carries out the dependent and independent duties given by using basic knowledge accumulation related to medical documentation.
12)	It interprets and evaluates data using basic knowledge and skills related to medical documentation, identifies and analyzes problems, and takes part in planned work / responsibility for solution.	2
13)	Cooperates with members of the health team to resolve complex and unforeseen problems encountered in medical documentation related applications.
14)	They gain proficiency in research.	2
15)	Can convey the ideas and suggestions of the level of knowledge and skills about the field in written and verbally
16)	Will be able to perform interdisciplinary and interdisciplinary team work.
17)	He can make mathematical calculations and analyzes for his profession.
18)	Basic professional vocabulary and definitions and basic vocational language knowledge competencies gain.
19)	His ethical values about his profession are assimilated.	4
20)	To use the lessons learned in an enterprise and to learn the working conditions of the business life.	2
21)	Becomes the agent of development and change in the professional and social field,
22)	Being aware of social and political problems, contributes to the development of society,
23)	Continue life-long learning and development responsibility, think critically and have effective communication skills,	2
24)	Uses the information and communication technologies required by the profession,
25)	Using a foreign language, she tracks, follows and communicates with her colleagues,
26)	Both individuals and communities communicate verbally and in writing with other segments of society using existing possibilities.

Learning Activity and Teaching Methods

Expression
Lesson
Reading

Assessment & Grading Methods and Criteria

Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing)
Homework

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Midterms	1	% 40
Final	2	% 60
total		% 100
PERCENTAGE OF SEMESTER WORK		% 40
PERCENTAGE OF FINAL WORK		% 60
total		% 100

Workload and ECTS Credit Grading

Activities	Number of Activities	Duration (Hours)	Workload
Course Hours	15	3	45
Homework Assignments	15	3	45
Midterms	1	15	15
Final	1	25	25
Total Workload			130