Service Design Management (YHLH300)

Service Design Management, 5 cr - YHLH300

Service Design Management (YHLH300-3004), 20.02.2023 – 21.05.2023,
5 cr (ZJA23KM, ...) — Online learning + -
Language of instruction

Finnish

Timing

20.02.2023 - 21.05.2023

Lecturer(s)

Janne-Valtteri Nisula

Planned learning activities, teaching methods and guidance

Luennot, harjoitukset, projektityö (not translated)

Learning materials and recommended literature

Stidorn M. & al. 2014. This is Service Design Thinking. Bis Publishers B.v.
Stidorn M. & al. 2018. This Is Service Design Doing. O'Reilly Media
Kalbach. J. 2016. Mapping Experiences. O'Reilly Media (not translated)

Working life cooperation

Projektityö koostuu kolmesta vaiheesta, teemme luovaa työtä. Työtä tehdään kuten sitä tehtäisiin kurssin ulkopuolellakin. (not translated)

Exam dates and re-exam possibilities

Ei tenttiä (not translated)

Learning assignments and student workload

Luennot 10t. Projektityö 125t. (not translated)

Enrollment

01.11.2022 - 05.01.2023
Groups
- ZJA23KM
- YMJ22S1
- YHO21S1
- YMJ21S1
- ZJAYMJ22S1
- YHO20SA
- YMJ20S1
- YHO20S1
- YHO22S1
Alternative learning methods

Ei vaihtoehtoisia suoritustapoja (not translated)

Seats

0 - 45

Assessment methods

Avoin AMK 15 sisältyy max-paikkoihin

Huomaathan että webinaareissa on läsnäolovelvollisuus. (not translated)

Degree Programme

Master’s Degree Programme in Business and Financial Management, Master’s Degree Programme in Tourism and Hospitality Management

Mode of delivery

Online learning

Share of virtual studies

5 cr

Unit

School of Business

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.

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

Stickdorn M. & al. 2011. This is Service Design Thinking. Amsterdam: Bis Publishers.
Stickdorn M. & al. 2017. This is Service Design Doing. London: O’Reilly.
Phillips P. L. 2012. Creating the Perfect Design Brief. Allworth Press.
Koivisto, M., Säynäjäkangas, J. & Forsberg, S. 2019. Palvelumuotoilun bisneskirja.
Nixon, N. W. 2016. Strategic design thinking: Innovation in products, services, experiences, and beyond. New York: Fairchild Books.

Bachelor's degree

0-5

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.

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.

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.

Service Design Management, 5 cr - YHLH300

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