• Service Management (HL00BD05-3021),
         09.01.2023 – 19.05.2023,  4 cr  (ZJAHTL22SIY, ...) — Online learning +-
    Learning outcomes of the course
    The object of the course
    The object of the course is to provide capabilities for expert duties in service companies and for supervisory work.

    Competences
    Ethics
    Proactive development
    Operating in a workplace


    Learning outcomes
    You master the knowledge of different areas related to the management of a company’s services: service product and productisation, service production system, service culture, quality and marketing, and are able to apply the knowledge in the analysis and development of the services of companies in your industry sector. You understand the significance of services in the national economy, the opportunities provided by digitalisation for service development as well as the principles of service design.
    You study the principal theories related to services and then apply them in practical examples.

    After completing this course, you have the basic knowledge for analysing and developing service packages and related processes: you are able to explain the main principles of a service product and productisation, describe the customer’s service path and service provider’s service process, use few basic service design methods in quality development tasks and measure service quality, understand the significance of service culture and marketing for the success of the service experience and are able to assess the opportunities provided by digitalisation for service development.

    You are able to work in a goal-oriented way in a group, present and report the results of your work in accordance with the JAMK guidelines, and reflect upon your own development.
    Prerequisites and co-requisites
    -
    Course contents
    Service product and productisation
    Modelling of the service process
    Service design
    Service quality and its measurement
    Service culture
    Distinctive features of service marketing
    Digital services

    Tools:
    User persona
    Customer journey
    Service Blueprint
    Mystery shopping
    Elevator pitch
    Assessment criteria
    Assessment criteria - grade 1 and 2
    Adequate 1
    You know the main concepts, theories and methods of service management and you are able to describe the implementation of service concepts and give development suggestions with them. You work in different problem solving situations independently and according to given instructions. You take responsibility for your work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is illustrative but contains some illogicalities and shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying with JAMK reporting instructions.

    Satisfactory 2
    You understand the main concepts, theories and methods of service management and you are able to implement these in the rationalisation of your conclusions and development suggestions. You have the practical skills to survive in known situations. You take responsibility for your peers work. You can evaluate and recognise the objects of improvement in your own expertise in relation to service management. Your reporting is logical and illustrative but has some shortcomings. Your text is unstructured and there repeatedly occur some language and style errors. There are some deficits complying JAMK reporting instructions
    Assessment criteria - grade 3 and 4
    Good 3
    You can utilise the main concepts and theories of service management in service management's problem solving situations and present an applicable solution based on them.You manage the practical skills you need to work independently.You can organise and take responsibility for your group’s work. You can argument your points of view in interaction. You can analyse and reason your expertise and improvement points in service management. Your reporting is coherent, justifiable and illustrative. Your text is structured and there occurs occasional language and style errors. You follow JAMK reporting instructions.
    Very good 4
    You can analyse and utilise the main concepts and theories of service management in your conclusions. You can present applicable conclusions and development suggestions. You manage the practical skills you need to work independently and in groups. You can organise the work and take responsibility for the group tasks and problem solving. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You take responsibility for the development of the group and the individuals in it. You can analyse your expertise in different sectors reflectively and show your improvement in regards to service management. Your reporting is logical, analytical and professional. Your text is structured, fluent and mainly error-free. You follow JAMK reporting instructions.
    Assessment criteria - grade 5
    Excellent 5
    You can evaluate, analyze and utilise the main theories, concepts and methods of service management in your solutions. You present and evaluate the process and results. You possess the practical skills to develop the operations. You lead in a goal-oriented way, by taking responsibility for the tasks. You work in co-operation and produce new and creative solutions. You take responsibility for the development of the group and the individuals in it. You are able to have reciprocal discussion aiming at overall understanding and strengthening co-operation between the participants. You reflect your expertise in service management critically, and diversely. Your report cogently, presenting a logical and clear entity. You show critical thinking and your text is argumentative, and almost error-free. You follow JAMK reporting instructions.

    Language of instruction

    Finnish

    Location and time

    Zoom lectures
    Learning space Moodle.

    Planned learning activities, teaching methods and guidance

    Lectures, learning assignments and group work.

    Learning materials and recommended literature

    ISBN 978-951-0-34601-3 sidottu
    Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
    Material package made for the course.

    Lecturer(s)

    Mari Karjalainen

    Exam dates and re-exam possibilities

    No exam.

    Timing

    09.01.2023 - 19.05.2023

    Learning assignments and student workload

    4 ETC= 108 hours
    - lectures (18 h)
    - individual working (90 h)
    Assignment 1: Mystery Shopping (30 h)
    Assignment 2: Elevator pitch (5 h)
    Assignment 3: Discussion about the future state of services (5 h)
    Assignment 4: Essay (50 h)

    Enrollment

    01.11.2022 - 05.01.2023

    Groups
    • ZJAHTL22SIY
    • HTL22SIY
    Alternative learning methods

    Recognition of Prior Learning and Experience
    Accreditation
    Recognition of informal learning
    Studification

    More information in the degree regulations and the study guide.

    Seats

    0 - 60

    Assessment methods

    Avoin amk 25 sisältyy max-paikkoihin. (not translated)

    Degree Programme

    Bachelor's Degree Programme in Business Management

    Mode of delivery

    Online learning

    Share of virtual studies

    4 cr

    Credits
    • 4 cr
    Unit

    School of Business