Opetussuunnitelmat

Objective

Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.

Content

This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.

Location and time

Online 100%
Monday, June 1- Friday, June 5, 1,5 hours daily, 5 days
Monday, June 8 - Thursday, June 11, 1,5 hours daily, 4 days
Monday, June 15- Wednesday, June 17, 1,5 hours daily, 3 days

The online courses run from June 1st to June 17th. Contact hours run during Week 1 from Monday to Friday, during Week 2 from Monday to Thursday, and during Week 3 from Monday to Wednesday. All contract hours are indicated in Helsinki Time and will take place remotely via cloud-based platforms.

Services Design 17.00 – 18.30 Blair Baldwin (BBaldwin@okanagan.bc.ca)

Teaching methods

Mode of delivery:
Online through Zoom
The online course will teach the Gaps Model of Services Design, and highlight the model's assessment through Service Quality. The course itself is an example of a professional service design model and will blend the tools of Services Design with the student's own knowledge. We will employ a series of online lectures based on your professor's current business experience, break out groups and secondary research. Depending on the enrollments, students will work in small teams to choose a services business that interests them and analyze its services design model with a goal of an in-depth understanding of the Services Design model through applied learning. Students that apply the model to an organization of their choice will equip themselves with vital skills for employment in the services industry.

Employer connections

Students that successfully understand the Services Design model will acquire skills to allow them to find work in those service industries that heavily rely on the combination of an intangible diverse experience and tangible products. As an example, students in Canada have found broad employment in online services, tourism & hospitality, professional service firms including transportation, management consulting, government services, and the retail services industry.

Exam schedules

Agreed by the professor of the online course Dr Blair Baldwin

Students will be assessed on a combination of a services design case study of their choosing; online participation and; a final exam

International connections

All partner universities across the world

Vaihtoehtoiset suoritustavat

None

Further information

Please watch the video prepared by Dr. Blair Baldwin, Ph.D. from Okanagan School of Business, Canada who will be delivering the course.

The link is found at https://www.facebook.com/jamkrestonomit/videos/10156159317103536/

Evaluation scale

0-5

Arviointikriteerit, tyydyttävä (1-2)

Fail 0
Knowledge and Understanding: The student is unable to demonstrate the basic theoretical and conceptual knowledge. Central concepts of service design are not understood.
Transferable skills: None. The student in incapable of understanding the basic theory behind service design and has no ability to present is unable to present in writing or orally on the elements of services design.

Inadequate 1
Knowledge and Understanding: The student is able to demonstrate a superficial understanding of theoretical and conceptual knowledge. The comprehension of central concepts of service design remain vague or are largely incomplete. The ability to apply the concepts of services design to business are limited in scope and content.
Transferable skills: Negligible. The student is unable to apply the central concepts of services design to an applied business scenario; and the student has very limited abilities to communicate in English both orally and in written format on the elements of services design.

Arviointikriteerit, hyvä (3-4)

Satisfactory 2
Knowledge and Understanding: The student is able to demonstrate a basic theoretical and conceptual knowledge of services design. The majority of the central concepts of services design can be defined and the student has a rudimentary ability to apply these concepts to service businesses.
Transferable skills: The student understands the basic theory and possesses a limited ability to apply the concepts in a practical manner to service businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with a significant amount of direction.

Good 3
Knowledge and Understanding: The student knows the basic theoretical and conceptual knowledge of services design. Central concepts have been defined with clarity and accuracy The student displays a fairly good command of the subject area and is able to demonstrate basic applications to service businesses.
Transferable skills: The student can explain the theory of services design and with assistance, can apply the theory to services businesses. The student is able to communicate in English both in oral and written format and is able to prepare and present reports with limited amount of direction

Very Good 4
Knowledge and Understanding: The student demonstrates a thorough and consistent theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy and logic. The student is able to demonstrate complete applications to service businesses.
Transferable skills: The student can explain the theory of services design and with minimal assistance, can apply the theory to services businesses. The student possesses very good skills in communicating effectively in English both in oral and written format and is able to prepare and present reports at a high level of proficiency and with almost no direction.

Assessment criteria, excellent (5)

Excellent 5
Knowledge and Understanding: The student demonstrates an exceptional theoretical and conceptual knowledge of services design. Central concepts are defined with clarity, accuracy, logical and persuasiveness and as well contain innovative content. The student displays a command of the subject area that befits a professional practicing in the service business.
Transferable skills: The student possesses advanced knowledge in services design and can communicating in a superior manner in English both in oral and written format and is able to prepare reports and present reports at a level of proficiency matching a service professional.

Qualifications

An introductory course in marketing.

Further information

Teacher- Professor Dr Blair Baldwin from Okanagan College, Canada