Curricula

Objectives

Purpose of the course
During this course, you will learn how a service design project is managed and how service design can be used to make organisations more customer-oriented, human-centred and competitive.

Competences
Service business management
Learning to learn
Operating in a workplace
Ethics
Proactive development

Learning outcome
You will learn the principles of service development and a number of service design methods. You will learn how to manage a service design process and have the capabilities to assume responsibly for managing a service design project. You will learn to understand how a multidisciplinary creative team and iterative practical work can be successfully led. You will learn to carry out strategic user-centred development work.

Content

planning in accordance with the service design process, use of service design methods, strategic competence in and management of service design, significance and management of customer and employee experience, participation and co-creation in multidisciplinary teams, management of a creative service design project, use of service design in the operations and decision-making of a company and organisation

Time and location

Participation on lectures is compulsory

Learning materials and recommended literature

Lara Penin. 2018. An introduction to service design : designing the Invisible. Bloomsbury

Teaching methods

Lectures, workshops, intensive group work

Exam dates and retake possibilities

No exam

Alternative completion methods

No alternative options.

Student workload

Lectures and guidance 12h, group assignment 123h

Content scheduling

Service design basics, assignment phase 1
Service design project beginning consulting and client
Service design project, presentations, group assignment phase 2
Strategic service design, case example
Presentation, feedback and discussion

Further information for students

Group assignment is divided into two phases. These two are evaluated together. Evaluation focus is on content and content quality. Evaluation criteria will be explained at each phase.

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

Adequate 1
You differentiate between and classify key sales concepts. You understand the theory and methods of sales and sales management and describe the implementation with reference to them. You discuss the subject from different perspectives. You present principal results and development suggestions. You develop the organisation from the point of view of your work role. You take responsibility for your own work. You evaluate your competence and recognise your principal development target. You report illustratively, but the report contains certain illogicalities and shortcomings. You write unstructured text with numerous different repeated language and style errors.

Satisfactory 2
You apply a theory of sales that is delineated from the point of view of your topic. You select and define the key sales concepts. You find a solution to the problem and illustrate the results with examples. The examples exhibit understanding and independent thinking that is connected to theory. You are able to cooperate in a responsible manner in a problem-solving situation and take responsibility for a colleague’s work. You evaluate your own competence with the help of examples. You report in a logical and illustrative manner, but the report exhibits certain shortcomings. You write text that is partly unstructured and exhibits numerous different language and style errors.

Evaluation criteria, good (3-4)

Good 3
You analyse essential and well-delineated theory and concepts of sales and sales management and justify their choice. You demonstrate an ability to follow and analyse the development and/or research in the sales and sales management area of expertise. You lead or plan a research, development or innovation project in which you apply new methods. You develop the operations of the organisation by finding an alternative solution. You combine theory and practice. You evaluate and substantiate your own competence and are capable of developing it. You report in a logical and illustrative manner, substantiating the points you make. You write structured text with occasional language and style errors.

Very good 4
You outline a coherent whole of the key theory and concepts of sales and sales management, which you reflect upon critically. You analyse, follow and discuss the development of, and international research in, the sales area of expertise. You lead or plan a research, development or innovation project in which you resolve a practical problem. You assess the process and the outcome by mirroring them against usability and theory. You reflect your competence and development. You report in a logical, analytical and competent manner. You write structured text in fluent and almost error-free formal style.

Evaluation criteria, excellent (5)

Excellent 5
You produce new perspectives or knowledge on sales and sales management. You assess and interpret critically the development of professional fields and international research knowledge on sales. You reflect upon the matter at the societal level. You define the key concepts related to special competence in sales in relation to one other. You show development responsibility for increasing new knowledge and practices in your own professional field and for goal-oriented learning in your own organisation. You lead a research, development or innovation project in which you produce and analyse new knowledge and revise operating practices in the changing operating environment of your field. You assess, analyse, compare and substantiate the process, its outcome and its action proposals that are linked to the set objectives and criteria. You assess the development of your competence critically, comprehensively and in a diverse way. You report convincingly, presenting a logically coherent whole in which you combine things in a new way. You demonstrate critical thinking. You write in an argumentative, insightful and error-free formal style.

Prerequisites

Bachelor's degree