Curricula

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Zoom lectures
Learning space Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures and individual learning assignments

Exam dates and retake possibilities

No exam.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (18 h)
- individual working (90 h)
Assignment 1: Mystery Shopping (30 h)
Assignment 2: Elevator pitch (5 h)
Assignment 3: Discussion about the future state of services (5 h)
Assignment 4: Essay (50 h)

Further information for students

Open university.25 participants included in the max. intake number

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Zoom lectures
Learning space Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

No exam.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (18 h)
- individual working (90 h)
Assignment 1: Mystery Shopping (30 h)
Assignment 2: Elevator pitch (5 h)
Assignment 3: Discussion about the future state of services (5 h)
Assignment 4: Essay (50 h)

Further information for students

Avoin amk 25 sisältyy max-paikkoihin.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Learning materials and recommended literature

Opintomateriaalina mm.:
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Tuulanniemi, Juha: Palvelumuotoilu
Ries, E. 2016: Lean Startup - Kokeilukulttuurin käsikirja
Apunen, A. 2020: Haastajasta hittipalveluksi – tuotteista ideastasi menestyjä
Hassi, L., Paju, S & Maila, R. 2015: Kehitä kokeillen
Löytänä ja Kortesuo, 2015: Asiakaskokemus - palvelubisneksestä kokemusbisnekseen
Parantainen, J. 2007: Tuotteistaminen 1
Parantainen, J. 2011: Tuotteistaminen 2
Tuominen, S. & Lindroos K.: Ravistettava – omskakas, toisinajattelijan käsikirja
Gerdt, Belinda & Eskelinen, Sanna: Digiajan asiakaskokemus – Oppia kansainväliseltä huipulta
Holma, Liisa & Laasio, Kirsti & Ruusuvuori, Minna & Seppä, Salla & Tanner, Riikka: Menestys syntyy asiakaskokemuksesta – B2B -johtajan opas

Teaching methods

Tiimitreenit, itsenäinen työskentely, ryhmätyöskentely, kirjallisuus, oppimistehtävät.

Student workload

4 op = 108 h

Tehtävä 1: Alkutehtävä, yksilötehtävä
Tehtävä 2: Asiakaskäynnit ja niistä raportit (2kpl)
Tehtävä 3: Tiimiyrityksen palvelun tuotteistus + pitchaus
Tehtävä 4: Oman oppimisen reflektio

Further information for students

Avoin amk 5 (sis. max-määrään)
Opintojakson arviointimenetelmiä ovat:
Oman osaamisen arviointi käsiteltyyn teemaan liittyen (reflektiopaperi).
Osaamisen arviointi ja opintojakson arvosana perustuvat opintojakson tehtävien perusteella.
Osallistuminen dialogitreeneihin, kirjalliset tehtävät ja palvelun tuotteistus -pitch.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Class room teaching or Zoom, depending on Covid 19 situation.
Learning space Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

Exams on week 16, re-exams on week 17 and 18.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (36 h), group work (30 h), individual working (42 h)
Assignment 1: Orientation, individual work (5 h)
Assignment 2: Service product and structure & Mystery Shopping, group work (30 h)
Assignment 3: Elevator pitch, individual work (5 h)
Assignment 4: Self- and peer evaluation, individual work (2 h)
Preparing for the exam (30 h)

Further information for students

Feedback on the elevator pitch and group work will be given during the course. Self- and peer evaluation as well as the exam at the end of the course.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Teaching to be done in class room.
Learning space in Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

Exams on weeks 48, 49 and 50.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (36 h), group work (30 h), individual working (42 h)
Assignment 1: Orientation, individual work (5 h)
Assignment 2: Service product and structure & Mystery Shopping, group work (30 h)
Assignment 3: Elevator pitch, individual work (5 h)
Assignment 4: Self- and peer evaluation, individual work (2 h)
Preparing for the exam (30 h)

Further information for students

Feedback on the elevator pitch and group work will be given during the course. Self- and peer evaluation as well as the exam at the end of the course.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Teaching to be done in class room.
Learning space in Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

Exams on weeks 48, 49 and 50.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (36 h), group work (30 h), individual working (42 h)
Assignment 1: Orientation, individual work (5 h)
Assignment 2: Service product and structure & Mystery Shopping, group work (30 h)
Assignment 3: Elevator pitch, individual work (5 h)
Assignment 4: Self- and peer evaluation, individual work (2 h)
Preparing for the exam (30 h)

Further information for students

Feedback on the elevator pitch and group work will be given during the course. Self- and peer evaluation as well as the exam at the end of the course.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Spring 2022 Tiimiakatemia Kangas

Learning materials and recommended literature

Apunen, A. 2020: Haastajasta hittipalveluksi – tuotteista ideastasi menestyjä​
Apunen, A. & Parantainen, J. 2014: Tuotteistajan taskuraamattu​
Hassi, L., Paju, S & Maila, R. 2015: Kehitä kokeillen
Löytänä ja Kortesuo, 2015: Asiakaskokemus - palvelubisneksestä kokemusbisnekseen
Miettinen, S. (toim.) 2016: Palvelumuotoilu. Uusia menetelmiä ja käyttäjätiedon hankintaan ja hyödyntämiseen​
Nonaka I. & Takeuchi, H. 1995: The Knowledge creating company​
Parantainen, J. 2007: Tuotteistaminen 1​
Parantainen, J. 2011: Tuotteistaminen 2​
Pine J. B. & Gillmore J.H.1999: The Experience Economy​
Pirsig Robert. 1988: Zen ja moottoripyörän kunnossapito​
Quinn, F. 1993: Asiakas ykköseksi
Ries, E. 2016: Lean Startup - Kokeilukulttuurin käsikirja​
Tuominen, S. & Lindroos K. 2009: Ravistettava – omskakas, toisinajattelijan käsikirja​
Tuulanniemi, J. 2011. Palvelumuotoilu ​
Villanen, J. 2016: Tuotteista tähtituotteita

Other literature recommended by team coach

Teaching methods

Team learning, dialogue, learning by doing, project learning and reflection

Practical training and working life connections

Via project learning

Alternative completion methods

No alternative options

Student workload

Literature 1 ECTS
Dialogue 1 ECTS
Project learning 1 ECTS
Learning assignment 1 ECTS

Content scheduling

Avoin AMK (8) polkumäärä sisällytetty kokonaiskapasiteettiin (paikkoja)

Further information for students

Self evaluation, peer evaluation, evaluation by coach, active participation on dialogue and project learning, written assignments by Bloom taxonomy of educational objectives

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Class room teaching or Zoom, depending on Covid 19 situation.
Learning space Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

Exams on week 16, re-exams on week 17 and 18.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (36 h), group work (30 h), individual working (42 h)
Assignment 1: Orientation, individual work (5 h)
Assignment 2: Service product and structure & Mystery Shopping, group work (30 h)
Assignment 3: Elevator pitch, individual work (5 h)
Assignment 4: Self- and peer evaluation, individual work (2 h)
Preparing for the exam (30 h)

Further information for students

Feedback on the elevator pitch and group work will be given during the course. Self- and peer evaluation as well as the exam at the end of the course.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-

Objectives

The object of the course
The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

Competences
Ethics
Proactive development
Operating in a workplace


Learning outcomes
You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
You study the principal theories related to services and then apply them in practical examples.

After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.

Content

Service product and productisation
Modelling of the service process
Service design
Service quality and its measurement
Service culture
Distinctive features of service marketing
Digital services

Tools:
User persona
Customer journey
Service Blueprint
Mystery shopping
Elevator pitch

Time and location

Zoom lectures
Learning space Moodle.

Learning materials and recommended literature

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Material package made for the course.

Teaching methods

Lectures, learning assignments and group work.

Exam dates and retake possibilities

No exam.

Alternative completion methods

Recognition of Prior Learning and Experience
Accreditation
Recognition of informal learning
Studification

More information in the degree regulations and the study guide.

Student workload

4 ETC= 108 hours
- lectures (18 h)
- individual working (90 h)
Assignment 1: Mystery Shopping (30 h)
Assignment 2: Elevator pitch (5 h)
Assignment 3: Discussion about the future state of services (5 h)
Assignment 4: Essay (50 h)

Further information for students

Avoin amk 25 sisältyy max-paikkoihin.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

Satisfactory 2
You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions

Evaluation criteria, good (3-4)

Good 3
You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
Very good 4
You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.

Evaluation criteria, excellent (5)

Excellent 5
You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

Prerequisites

-