Culinary Arts Preview
Associate	TR-NQF-HE: Level 5	QF-EHEA: Short Cycle	EQF-LLL: Level 5

Course Introduction and Application Information

Course Code:

ASC012

Course Name:

Guest Relationship Management

Semester:

Spring
Fall

Course Credits:

ECTS

Language of instruction:

Turkish

Course Condition:

Does the Course Require Work Experience?:

Type of course:

Departmental 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:

Öğr. Gör. MERYEM MERVE BEYKOZ

Course Lecturer(s):

Lecturer Meryem Merve BEYKOZ

Course Assistants:

Course Objective and Content

Course Objectives:

Understanding the role of CRM in planning, implementation and control in terms of effective relational marketing. Calculation of customer lifetime value and explanation of usage areas in CRM applications. Demonstrating CRM's role in acquiring, growing and loyalty customers. Identifying critical success factors in successful CRM applications. Making explanations about current and developing technologies used in CRM applications

Course Content:

Explanation of CRM concept on the basis of strategy, organization and information technologies. The course reveals the role of CRM in marketing practices and its importance in marketing practices. In addition, explanations are made regarding concepts such as "customer relationship management (CRM)", "customer value", "customer loyalty", "analytical and operational CRM".

Learning Outcomes

The students who have succeeded in this course;
1) Understand the importance of Customer Relationship Management as a marketing strategy.
2) Customer relationship types and strategies are defined.
3) Database-based marketing applications are examined.
4) Loyalty programs are examined.
5) Strengthens basic communication skills.

Course Flow Plan

Week	Subject	Related Preparation
1)	Introduction to Customer Relationship Management	-
2)	Defining customer relations	-
3)	Planning and implementation of customer relations projects	-
4)	Creating and using customer data	-
5)	Customer experience	-
6)	Customer portfolio management	-
7)	Processes to create value for customers	-
8)	Midterm	-
9)	Customer acquisition	-
10)	Customer retention and development strategies	-
11)	Supplier and partnership relationship management	-
12)	Investor and employee relations management	-
13)	Basic communication protocols	-
14)	Basic communication protocols 2	-
15)	Final	-

Sources

Course Notes / Textbooks:	Ders Notları
References:	CRM Müşteri İlişkileri Yönetimi ve Pazarlama İletişimpapatya yayıncılık Fazlı YILDIRIM (Dr.), Uğur Cevdet PANAYIRCI (Dr.) The CRM Handbook by Jill Dyche

Course - Program Learning Outcome Relationship

Course Learning Outcomes	1	2	3	4	5
Program Outcomes
1) Define / explain general concepts in culinary profession.
2) Define and explain the internal and external environment relations in which food and beverage businesses are affected.
3) Have knowledge about regulations, professional standards and practices in the field of culinary.
4) Have knowledge and methods on various subjects such as menu planning, cooking methods, world cuisines, regional cuisines and use these knowledge and methods for professional development.
5) Dominates the terminology of food and beverage.
6) Organize all kinds of organizations in the field of culinary.
7) Analyzes and applies the facts about eating and drinking by using the basic concepts and theories of the culinary profession.
8) Takes responsibility as an individual or a team member in the execution of unforeseen and complex activities encountered in the field related applications.
9) Takes risk and responsibility for the realization of information, ideas, applications or technologies that bring innovation to the field.
10) Evaluates the advanced knowledge and skills acquired in the field with a critical approach.
11) Follow current developments in the field and profession.
12) Shares ideas and solutions to problems related to the field by supporting them with qualitative and quantitative data with experts and non-experts.
13) Uses computer software and information technologies at the basic level of at least European computer use license required by the field.
14) Follow the developments in his / her field and communicate with his / her colleagues by using a foreign language (English) at least at the European Language Portfolio B1 General Level.
15) Comply with the social, scientific, cultural and ethical values in the stages of collecting, interpreting, applying and announcing the data related to the field.

Course - Learning Outcome Relationship

No Effect	1 Lowest	2 Average	3 Highest

	Program Outcomes	Level of Contribution
1)	Define / explain general concepts in culinary profession.
2)	Define and explain the internal and external environment relations in which food and beverage businesses are affected.	1
3)	Have knowledge about regulations, professional standards and practices in the field of culinary.
4)	Have knowledge and methods on various subjects such as menu planning, cooking methods, world cuisines, regional cuisines and use these knowledge and methods for professional development.
5)	Dominates the terminology of food and beverage.
6)	Organize all kinds of organizations in the field of culinary.	1
7)	Analyzes and applies the facts about eating and drinking by using the basic concepts and theories of the culinary profession.
8)	Takes responsibility as an individual or a team member in the execution of unforeseen and complex activities encountered in the field related applications.
9)	Takes risk and responsibility for the realization of information, ideas, applications or technologies that bring innovation to the field.	2
10)	Evaluates the advanced knowledge and skills acquired in the field with a critical approach.	1
11)	Follow current developments in the field and profession.
12)	Shares ideas and solutions to problems related to the field by supporting them with qualitative and quantitative data with experts and non-experts.
13)	Uses computer software and information technologies at the basic level of at least European computer use license required by the field.
14)	Follow the developments in his / her field and communicate with his / her colleagues by using a foreign language (English) at least at the European Language Portfolio B1 General Level.
15)	Comply with the social, scientific, cultural and ethical values in the stages of collecting, interpreting, applying and announcing the data related to the field.

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Quizzes	1	% 10
Presentation	1	% 10
Midterms	1	% 30
Final	1	% 50
total		% 100
PERCENTAGE OF SEMESTER WORK		% 50
PERCENTAGE OF FINAL WORK		% 50
total		% 100

Workload and ECTS Credit Calculation

Activities	Number of Activities	Workload
Course Hours	16	32
Presentations / Seminar	1	2
Quizzes	1	2
Midterms	1	2
Total Workload		38