Digital Service Management in Educational Organizations (5 cr)

Evaluation scale

Pass/Fail

Content scheduling

The course includes:
1. Online kick-off webinar Wed 21.9.2022 at 15.00 -17.00 (to be saved).
2. Guidance session after week 42 (optional, personal guidance). Book the session in the Moodle calendar at the beginning of the studies.

Objective

The purpose of the study unit

In this study unit, you will become familiar with the principles of service management and service processes. After completing the course, you will understand how these principles can be utilised in different tasks in the digital world of educational institutions. Digitalisation and increasingly electronic service processes bring new opportunities and challenges to the environment of educational institutions. They change the work of the teacher and the entire staff of the educational institution, and the operational models of the organisation in many different ways.

Study unit competences

In this study unit, you will develop your developmental skills and future orientation.

Future orientation refers to a teacher’s
- willingness and ability to contribute to the future of learning, work and society
- ability to perceive societal, economic and social developments and to identify changes that take place in professional competences in their own field
- inquiry-based approach to work and a critical but constructive attitude towards the existing operational methods and structures
- courage to think creatively and change their ways of working in a new way to promote social equality, education and ethically sustainable development.

Developmental skills refer to a teacher's
- ability to further develop their own and their organisation’s practices and operational culture in collaboration with others
- willingness and ability to develop vocational learning, work and entrepreneurship at regional, national and international level
- ability to acquire and justify information on the development needs of vocational learning and the world of work, in order to use it to promote learning
- forming of relevant partnerships networks in an innovative and solution-oriented manner.

Learning objectives

After the course, you will understand the principles of developing service management and service processes in the digital context. You will be able to apply them in your student- and customer-oriented development activities. You will have the skills to participate in discussions focusing on the possibilities of using digitalisation in your organisation or operating environment. You will also be able to critically assess these possibilities. In addition, you will identify future developments in order to promote digital services that support learning.

Content

Key concepts: digital service management and service processes.
During the study unit, you will form an understanding of identifying customer needs and customer-oriented and service-oriented thinking in the digitalised environment of educational institutions. The learning materials and assignments will enable you to consider the issues under review from the perspective of your own work or pedagogical operating environment.

Materials

Litterature (competence development in working life, service management)

Eklund, A. 2021. Osaamiskartta – Osaamisen kehittäminen työelämässä. Helsinki: Grano Oy.
Grönroos, C. 2020. Palvelujen johtaminen ja markkinointi. Helsinki: Alma Talent Oy. E-kirja.
Koskinen, J. 2021. Oppimisen johtaja (CLO). Helsinki: Ajantieto Oy.
Kupias, P. & Peltola, R. 2019. Oppiminen työssä. Gaudeamus Oy. E-kirja.

Books, publications and e-resources:

Digivisio2030. Korkeakoulujen yhteinen digivisio 2030. Suomesta joustavan opiskelun mallimaa. Viitattu 2.5.2022. https://digivisio2030.fi/

Fredriksson, M. & Saarivirta, T. 2015. Johtaminen eilen ja tänään -johtamisen rooli oppimisen mahdollistajana. Ammattikasvatuksen aikakauskirja 17, 1. Viitattu 2.5.2022. https://elektra.helsinki.fi/oa/2489-5822/17/1/johtamin.pdf

Gerdt, B. & Eskelinen, S. 2018. Digiajan asiakaskokemus – Oppia kansainvälisiltä huipuilta. Helsinki: Alma Talent Oy. E-kirja.

Hakala, A., Ikonen, H., Pintilä, T. (toim). Koulutuksen kehittämisen katsaus 2020. Uudistuva korkeakoulutus ja digitaalinen palveluympäristö. Viitattu 2.5.2022. https://urn.fi/URN:ISBN:978-951-830-610-1

Kosonen, M. 2019. Tiedolla johtamisen käsikirja. Viitattu 2.5.2022. https://urn.fi/URN:ISBN:978-952-344-183-5

Lavonen, J., Korhonen, T., Kukkonen, M. & Sormunen, K. 2014. Innovatiivinen koulu. Teoksessa Niemi, H. & Multisilta, J. (toim.), Rajaton luokkahuone Jyväskylä: PS-kustannus.

Mertala, P. 2019. (Vasta)kertomuksia koulutuksen digitalisaatiosta. Kasvatus & Aika, 13, 3. Viitattu 2.5.2022. https://journal.fi/kasvatusjaaika/article/view/76593/44697

Tanhua-Piiroinen, E., Kaarakainen, S.-S., Kaarakainen M.-T. & Viteli, J. 2020. Digiajan peruskoulu II. Valtioneuvoston selvitys- ja tutkimustoiminnan julkaisusarja 17/2020 Helsinki: Valtioneuvoston kanslia. Viitattu 2.5.2022. https://julkaisut.valtioneuvosto.fi/bitstream/handle/10024/162236/OKM_2020_17.pdf?sequence=1&isAllowed=y

Vaikuttavuustyöpajan raportti - Yleissivistävän koulutuksen opetus- ja oppimisympäristöjen digitalisointi – Kooste sidosryhmien näkemyksistä. Valtiontalouden tarkastusviraston selvitykset 1/2020. Helsinki. Viitattu 2.5.2022. https://www.vtv.fi/app/uploads/2020/01/VTV-Yleissivistavan-koulutuksen-opetus-ja-oppimisymparistojen-digitalisointi-Kooste-sidosryhmien-nakemyksista.pdf

Viitala, R. 2021. Henkilöstöjohtaminen: keskeiset käsitteet, teoriat ja trendit. Edita Publishing Oy. E-kirja.

You will find additional learning materials and assignments in the online learning environment.

Teaching methods

This study unit is implemented as online studies and it is based on independent work and peer work. You will participate in both online discussions and in the building of knowledge together in peer reviews. The course includes online guidance.

The course starts with a kick-off webinar that provides orientation for the studies. In addition, you can book a personal guidance session at a later stage of the autumn term (optional). Otherwise, the guidance is implemented and the learning assignments are completed online and through independent work.

The implementation methods of the course will deepen your professional competence and the development of your vocational field.

Student workload

In total, the course consists of 135 hours (5 x 27h) of students’ work
- Orientation (incl. familiarization with learning materials, kick-off webinar) 8 h
- Self-directed learning in online environment, reading the learning materials, completing the learning assignments 116 h
- Peer tutoring and self-assessment 10 h
- Feedback 1 h

Assessment criteria, approved/failed

The criteria for assessing the approved level are as follows:

Developmental skills:
You will understand the principles of service management in a digitalised context and recognise their significance in developing student- and/or customer-oriented processes. You will have the skills to take part in discussions focusing on the possibilities of using digitalisation in your organisation or operating environment. You will be able to critically assess these possibilities.

Future orientation:
You will be able to see future development needs in your own work and your work community in order to promote digital services that support learning. You will identify future developments in order to promote digital services that support learning.

Qualifications

Basic skills for e-learning

Further information

The assessment is qualitative and is based on learning objectives. The methods for evaluation of the learning process are completed learning assignments and self-assessment. Competence assessment is based on criteria and the teacher makes the assessment decision once all the learning tasks have been completed. The assessment material consists of the learning assignments of the study unit and self-assessment tasks.