Operational Management of a Service CompanyLaajuus (15 op)

Osaamistavoitteet

The students:
• Can use the tools of operative planning, implementation and control of business processes in their own area of expertise.
• Can develop and manage process-based quality monitoring systems in their area of expertise.
• Understand the key concepts of relationship marketing and can apply the competitive tools of marketing within their area of expertise.
• Can apply marketing communication and understand the basics of brand creation.
• Understand the significance of the role of superior and different management methods as business success factors and promoters of a healthy work community.
• Can plan and manage staff competence development.
• Know the legislation governing personnel management and can apply it.

Sisältö

• Pricing (integration of marketing and accounting).
• Pricing integrated with product development.
• Profit planning, profitability accounting indicators.
• Budgeting and investment calculations.
• Electronic service business.
• Marketing, marketing communication and brand creation, relationship marketing, the competitive tools of marketing.
• Tasks related to the role of superiority: organizational structures and management concepts.
• Talent management, change management, self-management.
• The basics of labour legislation.
• Quality assurance systems in service businesses.
• A functioning work community.

Esitietovaatimukset

The students:
- understand the significance of profitable operation, marketing and personnel management as the success factors of a company.
- Know the structures, significance, challenges and opportunities of the branch and understand the social responsibility of companies.
- Master the basics of production and service processes in a service company.

Arviointikriteerit, tyydyttävä (1)

For the general assessment criteria of the competence generated by the Bachelor of Hospitality Management degree, please see the website of JAMK University of Applied Sciences (www.jamk.fi/english/forstudents/studyguide). The learning outcomes of a course will be assessed in accordance with its learning objectives on the basis of the skills and knowledge and general competences specified in The National and European Quality Management Systems (NQF/EQF, level 6).
Assignments returned late will be degraded.
Grades 1(Sufficient) - 2(Satisfactory):
Student knows necessary tools in the operational planning, executing & control of business processes in his/her own field. Student knows the principles & the way of thinking in customer relationship marketing. Student knows different tasks related to leadership & different methods of management together with law. Student knows how to control profitability, its´ principles & methods – and understands their importance of ensuring the profitable service business at a practical level. The student knows the process based quality systems in his field.
3 (Good) – 4 (Very Good):
Student knows how to use necessary tools in the operational planning, executing & control of business processes in his/her own field. Student understands the meaning of marketing mix and relationship portfolio for the successful business & knows how to take advantage of the 4Ps and how to build relations with different stake holders in a meaningful way in his own field. Student understands the meaning of management and labor law in successful business & in developing wellbeing and knows how to lead and manage in a meaningful way in his own field. Student knows how to use the principles of accounting on operational level as well as different tools of accounting in order to ensure profitable business. Student understands the meaning of process based on quality systems in successful business and he knows how to manage the quality system in his own field in a responsible way.

5 (Excellent):

In addition to the core competence required for grades 1 and 2, the student has a command of the skills listed below, and is also capable of making use of the skills learnt.

In addition to the core competence required for grades 3 and 4, the student has a command of the skills listed below, and is also capable of making use of the skills learnt in a critical and innovative way.
Student knows how to estimate & develop meaningful tools of management in his/her own field. Student knows how to critically estimate & develop marketing mix in a creative way and is able to benefit the relationship portfolio on solid grounds. Student knows how to estimate different ways of management & leadership affecting the organization and its personnel, knows how to analyze & to develop own abilities as a leader and a manager. Student knows how to interpret labor law in accordance with the good governance. Student knows how to analyze the profitability of a service enterprise and to develop the accounting on the operational level in own field in order to ensure and improve profitable business. Student knows how to evaluate & develop the use of process based quality systems in his own organization and knows how to affect the development of the quality system in the firm.
Unless otherwise specified in the curriculum, successfully completed courses will be assessed using a five-point scale: 5 (Excellent), 4 (Very Good), 3 (Good), 2 (Satisfactory), and 1 (Sufficient). A course will be graded as a 0 (Fail) if the student is unable to achieve the minimum objectives of the course.
In special cases, a course may be graded as an S (Pass) or a 0 (Fail).