Service Management (4 cr)

Evaluation scale

0-5

Objective

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.

Content

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

Materials

Opintomateriaalina mm.:
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro.
Tuulanniemi, Juha: Palvelumuotoilu
Ries, E. 2016: Lean Startup - Kokeilukulttuurin käsikirja
Apunen, A. 2020: Haastajasta hittipalveluksi – tuotteista ideastasi menestyjä
Hassi, L., Paju, S & Maila, R. 2015: Kehitä kokeillen
Löytänä ja Kortesuo, 2015: Asiakaskokemus - palvelubisneksestä kokemusbisnekseen
Parantainen, J. 2007: Tuotteistaminen 1
Parantainen, J. 2011: Tuotteistaminen 2
Tuominen, S. & Lindroos K.: Ravistettava – omskakas, toisinajattelijan käsikirja
Gerdt, Belinda & Eskelinen, Sanna: Digiajan asiakaskokemus – Oppia kansainväliseltä huipulta
Holma, Liisa & Laasio, Kirsti & Ruusuvuori, Minna & Seppä, Salla & Tanner, Riikka: Menestys syntyy asiakaskokemuksesta – B2B -johtajan opas

Teaching methods

Tiimitreenit, itsenäinen työskentely, ryhmätyöskentely, kirjallisuus, oppimistehtävät.

Student workload

4 op = 108 h

Tehtävä 1: Alkutehtävä, yksilötehtävä
Tehtävä 2: Asiakaskäynnit ja niistä raportit (2kpl)
Tehtävä 3: Tiimiyrityksen palvelun tuotteistus + pitchaus
Tehtävä 4: Oman oppimisen reflektio

Assessment criteria, satisfactory (1)

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, good (3)

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, excellent (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.

Qualifications

-

Further information

Avoin amk 5 (sis. max-määrään)
Opintojakson arviointimenetelmiä ovat:
Oman osaamisen arviointi käsiteltyyn teemaan liittyen (reflektiopaperi).
Osaamisen arviointi ja opintojakson arvosana perustuvat opintojakson tehtävien perusteella.
Osallistuminen dialogitreeneihin, kirjalliset tehtävät ja palvelun tuotteistus -pitch.