What is customer and service guidance? (2 cr)

Evaluation scale

Pass/Fail

Content scheduling

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Objective

After completing the course, you have adopted the key principles and core of customer and service guidance work, such as the legal and theoretical foundations that guide customer and service guidance work.
After studying the course
- you know the legal basis that guides customer and service guidance work
- you know the different levels of customer and service guidance work and what is needed and relevant in the service system
- identify the theoretical basis of customer orientation and understand its significance in the impact of customer and service management
- you understand the importance and possibilities of customer and service guidance on the customer's care, rehabilitation or service path

Content

The course focuses on three main themes.
The topics studied are:
- customer orientation in customer and service guidance
- professional interaction in customer and service guidance
- the need for customer and service guidance

Location and time

Non stop

Materials

Koivunen, Kirsi (2017) Asiakas- tai ihmislähtöisyys - tasavertaisuutta ja vastavuoroisuutta ammattilaisten ja palvelunkäyttäjien kanssa. Oulun ammattikorkeakoulu. https://www.theseus.fi/bitstream/handle/10024/123071/ePooki%206_2017.pdf?sequence=8&isAllowed=y

Niemelä, Jorma & Kivipelto, Minna (2019). Asikaslähtöinen palvelupolkumalli tulevaisuuden sote-keskusten lähtökohdaksi. THL Työpapereita 37/2019. https://www.julkari.fi/bitstream/handle/10024/138819/TY%c3%962019_37_Asiakasl%c3%a4ht%c3%b6inen%20palvelupolkumalli_verkko_tark.pdf?sequence=1&isAllowed=y

Moodles regording 1-2 and Börjes story.

Mönkkönen, K. & Kekoni, T. (2020). Monitoimijuus työntekijän voimavarana ja haasteena. Teoksessa Anneli Hujala ja Helena Taskinen (toim.), Uudistuva sosiaali- ja terveysala. Tampere: Tampere University Press, 215–240. https://trepo.tuni.fi/bitstream/handle/10024/124079/monkkonen_ym_monitoimijaisuus_tyontekijan_voimavarana.pdf?sequence=2&isAllowed=y

Ristolainen, H., Roivas, P., Mustonen, E. & Hujala, A. (2020). Asiakaslähtöinen palveluohjaus. Teoksessa Anneli Hujala ja Helena Taskinen (toim.) Uudistuva sosiaali- ja terveysala. s. 241-266. https://trepo.tuni.fi/bitstream/handle/10024/124059/ristolainen_ym_asiakaslahtoinen_palveluohjaus.pdf?sequence=2&isAllowed=y

Ristolainen, H., Tiilikainen, E., & Rissanen, S. (2019). Kotona asuvien ikäihmisten palveluohjauksen vaikuttavuus – kuvaileva kirjallisuuskatsaus. Gerontologia, 32(4), 252–274. https://journal.fi/gerontologia/article/view/75681/38962

Teaching methods

Online teaching

Employer connections

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Exam schedules

Non stop online exam
Exercises can be repeated as many times as you want. There are three attempts to complete the exam/semester.

International connections

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Completion alternatives

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Student workload

Independent study, getting acquainted with the material, assignments online 54h.

Assessment criteria, approved/failed

The final exam is 80% passed

Qualifications

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Further information

Moodle learning environment automation checks for assignments and exam. The assessments are taken to the study attainments once a week.