Aviation Management
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

General course introduction information

Course Code:

SHU454

Course Name:

Customer Relationship Management

Course Semester:

Spring

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	5

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Department Elective

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

Dr.Öğr.Üyesi ÜMİT ÇELEBİ

Course Lecturer(s):

Dr.Öğr.Üyesi DİLEK YALÇIN

Course Assistants:

Course Objective and Content

Course Objectives:	Customer Relations Management concept, to examine the main purpose-tools. To comprehend the place and importance of Customer Relationship Management in organizational strategy and the factors that play a role in this importance with the help of various models.
Course Content:	Customer Service - Sales Model, Customer Service - Service Modeling, Sales Strategy, Data and Information Collection, Service Level Agreements, Disputes

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) The student will develop a perspective on the concepts used in Customer Relations and the factors that play a role.
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
Learning Competence
Field Specific Competence
Competence to Work Independently and Take Responsibility

Lesson Plan

Week	Subject	Related Preparation
1)	Customer Relationship Management Introduction	NONE
2)	Customer Relationship Management Customer Service - Sales Model	NONE
3)	Customer Relationship Management Customer Service - Meeting the service with Sales Model	NONE
4)	Customer Relationship Management and Strategy	NONE
5)	Customer Relationship Management and Intelligence	NONE
6)	Customer Relationship Management and Data and Information Collection	NONE
7)	Revision	NONE
8)	MIDTERM EXAM	NONE
9)	Customer Relationship Management and Service Level Agreements	NONE
10)	Customer Relationship Management and e-Commerce	NONE
11)	Customer Relationship Management and Disputes	NONE
12)	Customer Relationship Management and Sustainability	NONE
13)	Customer Relationship Management and Avoidance	NONE
14)	Customer Relationship Management and Strategy Renewal	NONE
15)	Revision	NONE
16)	FINAL EXAMINATION	NONE

Sources

Course Notes / Textbooks:	Kristin Anderson, Carol Kerr, Customer Relationship Management 2002, McGraw-Hill
References:	YOK

Course-Program Learning Outcome Relationship

Learning Outcomes	1
Program Outcomes
1) He/she has in-depth information required by the legal, social and environmental framework in which all transportation operations, especially aviation, are involved.
2) He/she has advanced theoretical and practical knowledge, supported by books, equipment and other sources containing up-to-date information on air transportation / logistics.
3) He/she has sufficient knowledge for the technical aspects of air transportation and logistics.
4) He/she has sufficient legal knowledge on basic issues related to international trade and business.
5) He/she uses theoretical and practical knowledge in aviation business management, logistics, transportation and business management solutions together.
6) He/she uses theoretical and applied knowledge in mathematics, science and transportation together to solve operational problems.
7) He/she identifies, defines, formulates and solves basic problems related to the field of air transportation / logistics. For this purpose, he/she selects and applies appropriate analytical methods and modeling techniques.
8) He/she analyzes a system, system component or process and designs it under realistic constraints to meet desired requirements; applies modern design methods accordingly.
9) He/she selects and uses modern and technical tools required for basic applications in air transportation / logistics.
10) He/she independently conducts a comprehensive advanced level study in air transportation / logistics.
11) He/she accesses information by doing research, uses databases and other information resources.
12) He/she works effectively in multidisciplinary teams and takes responsibility.
13) He/she plans project development studies in the field and manages related activities.
14) He/she organizes, plans and directs teamwork in air transportation / logistics related comprehensive projects.
15) With the awareness of the necessity of life-long learning, he/she follows science and technology developments in aviation management, logistics and transportation and renews himself/herself constantly. He/she also evaluates the knowledge / skills acquired in the field with a critical thinking.
16) He/she works individually and in multi-disciplinary teams in aviation management, national and international transportation and logistics environments both in theoretical and applied fields.
17) He/she selects and uses modern and technical tools necessary for air transport / logistics applications.
18) He/she communicates effectively with relevant people and institutions, being aware of the universal and social effects of applications and solutions in the aviation field.
19) He/she develops solutions to problems and shares his ideas in writing and verbally, supporting them with quantitative and qualitative data.
20) He/she has a comprehensive understanding about management of aviation companies, safety and security issues in aviation, air law, airport operations and technical aspects of aviation specific applications.
21) He/she is aware of the aviation principles and values. He/she has professional and ethical responsibility.

Course - Learning Outcome Relationship

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

	Program Outcomes	Level of Contribution
1)	He/she has in-depth information required by the legal, social and environmental framework in which all transportation operations, especially aviation, are involved.	3
2)	He/she has advanced theoretical and practical knowledge, supported by books, equipment and other sources containing up-to-date information on air transportation / logistics.	3
3)	He/she has sufficient knowledge for the technical aspects of air transportation and logistics.	3
4)	He/she has sufficient legal knowledge on basic issues related to international trade and business.	3
5)	He/she uses theoretical and practical knowledge in aviation business management, logistics, transportation and business management solutions together.	3
6)	He/she uses theoretical and applied knowledge in mathematics, science and transportation together to solve operational problems.	3
7)	He/she identifies, defines, formulates and solves basic problems related to the field of air transportation / logistics. For this purpose, he/she selects and applies appropriate analytical methods and modeling techniques.	3
8)	He/she analyzes a system, system component or process and designs it under realistic constraints to meet desired requirements; applies modern design methods accordingly.	3
9)	He/she selects and uses modern and technical tools required for basic applications in air transportation / logistics.	3
10)	He/she independently conducts a comprehensive advanced level study in air transportation / logistics.	3
11)	He/she accesses information by doing research, uses databases and other information resources.	3
12)	He/she works effectively in multidisciplinary teams and takes responsibility.	3
13)	He/she plans project development studies in the field and manages related activities.	3
14)	He/she organizes, plans and directs teamwork in air transportation / logistics related comprehensive projects.	3
15)	With the awareness of the necessity of life-long learning, he/she follows science and technology developments in aviation management, logistics and transportation and renews himself/herself constantly. He/she also evaluates the knowledge / skills acquired in the field with a critical thinking.	3
16)	He/she works individually and in multi-disciplinary teams in aviation management, national and international transportation and logistics environments both in theoretical and applied fields.	3
17)	He/she selects and uses modern and technical tools necessary for air transport / logistics applications.	3
18)	He/she communicates effectively with relevant people and institutions, being aware of the universal and social effects of applications and solutions in the aviation field.	3
19)	He/she develops solutions to problems and shares his ideas in writing and verbally, supporting them with quantitative and qualitative data.
20)	He/she has a comprehensive understanding about management of aviation companies, safety and security issues in aviation, air law, airport operations and technical aspects of aviation specific applications.
21)	He/she is aware of the aviation principles and values. He/she has professional and ethical responsibility.

Learning Activity and Teaching Methods

Expression
Lesson
Reading
Q&A / Discussion

Assessment & Grading Methods and Criteria

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

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Midterms	1	% 40
Final	1	% 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	14	3	42
Study Hours Out of Class	14	8	112
Midterms	1	1	1
Final	1	1	1
Total Workload			156