Curricula

Objective

The student knows the significance of services from the perspective of different fields and economies. He/she is able to utilise his/her service and customer competence in the analysis and development of companies’ service systems. The student masters the information of different sectors in a company’s service system: service, product and productisation, service production system, service culture and quality as well as is able to apply the information in the analysis and development of the service systems of companies within the field. He/she is able to develop the service system’s value generation in a customer-oriented and profitable manner. The student understands the significance of scaling and mass customisation in the profitability of service business and recognises the critical points of service operations. The student understands the significance of core and support process operations in terms of the quality and profitability of service and production operations. He/she can describe the processes and their networks by using technology. He/she understands the principles of service design and the possibilities of digitality in the development of the sectors of the service system.

Content

• Service business and its economic significance
• Utilisation of customer competence
• Sectors of a company’s service system and their impact on each other
• Service processes and their description
• Value generation in service systems and processes
• Field-specific special characteristics in service systems
• Analysis methods of the sectors of service systems

Qualifications

The student understands the concepts related to service operations and has basic customer-oriented competence. He/she masters the principles of service business and understands the causal relationships of the factors that affect them. He/she knows the basics of innovation activities.

Assessment criteria, satisfactory (1)

2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. He/she knows the key principles of service design. The student is able to describe processes using technology.
1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. The student knows how to describe service processes.
0 (failed)
The student does not understand different concepts related to service system and process thinking. He/she does not recognize different components of service system. The student is not able to describe service processes.

Assessment criteria, good (3)

4 (Very Good)
The student has internalised the concepts related to service systems and process thinking. He/she can analyse and develop the value generation of service systems as well as the efficiency of core and support processes. He/she understands the significance of services on the global market.
3 (Good)
The student has internalised the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyse and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services.

Assessment criteria, excellent (5)

5 (Excellent)
The student has internalised the concepts related to service systems and process thinking. He/she can analyse and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. He/she understands the significance of digitality in service systems. He/she understands the significance of services on the global market.