Service and Production ProcessesLaajuus (5 op)

Osaamistavoitteet

The students
•master the concepts related to the service system and process thinking
•can structure the operation of a service company based on the service system model
•understand the impact of the elements of the service system on service quality
•can perceive the business, support and production processes which constitute the operation of a company
•can structure business processes into operational wholes
•analyse the customer orientation of service and production processes and recognize the critical points of the process
•master customer service at he customer interface and can identify its determinants
•recognize their own customer service identity and role, and can develop their own customer service
•understand the determinants of service and production process quality
•understand the significance of customer feedback and follow-up for quality development in a company

Sisältö

The students
•master the concepts related to the service system and process thinking
•can structure the operation of a service company based on the service system model
•understand the impact of the elements of the service system on service quality
•can perceive the business, support and production processes which constitute the operation of a company
•can structure business processes into operational wholes
•analyse the customer orientation of service and production processes and recognize the critical points of the process
•master customer service at he customer interface and can identify its determinants
•recognize their own customer service identity and role, and can develop their own customer service
•understand the determinants of service and production process quality
•understand the significance of customer feedback and follow-up for quality development in a company

Esitietovaatimukset

The students recognize different customer needs and know consumer behaviour models and their determinants. They know the business environment of service companies and the criteria for business in their branch. They can analyse basic business activities in companies and apply basic business competence to practice.

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).

1 (sufficient) - 2 (satisfactory)
The students
* know the concepts related to service system and process thinking
* know the operations of a service company based on the service system model
* know the impact of the elements of the service system on service quality
* know the business-, support- and production processes
* know their own customer service identity and role

3 (good) - 4 (very good)
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.

The students
* understand and can use the concepts related to the service system and process thinking
* can structure the operations of a service company based on the service system model
* understand the impact of the elements of the services system on services quality
* can structure and perceive the business, support and production processes which constitute the operation of a company
* recognize the critical points of the process
* understand the significance of customer feedback and follow-up for quality development in a company.


5 (excellent)
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.

The students
* master the concepts related to the service system and process thinking.
* can evaluate and develop business processes into operational wholes
* can analyse the customer orientation of service and production processess.
* can develop their own customer service

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).