Asiakaspalvelumuotoilu ja asiakaspalveluprosessien suunnittelu (5op)

Arviointiasteikko

Hyväksytty/Hylätty

Sisällön jaksotus

The topics of the course are the following: Service quality Service design Basics of process thinking Visualization of processes Basics of measuring service processes.

Tavoitteet

By the end of this course, students should be able to - know and understand basics of customer service design - know and understand basics of service quality - know and identify factors of service quality - understand impact of quality on customers and on business success - visualize customer journey map - use service quality measuring tools.

Sisältö

Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.

Oppimateriaalit

The study material is on Learn platform.

Opetusmenetelmät

This is a nonstop start and students can start their studies approximately within a week after enrolling on this course. Students have three months to complete this course. Service design and planning of service processes are business key factors. Quality of customer service is based on those things. Knowing basics of service design and planning of customer service processes you can develop company activities and make them more efficient from customer point of view. The course is 100 % online on Learn platform and you will study independently, there are not live lectures or group work. You will have different kind of assignments which you have to pass to be able to perform the course. The course covers 5 ECTS credits, altogether 135 hours of student work. The number of hours is theoretical and varies according to student´s effort. Please notice! This course covers the previous courses AV00EI30 Customer service design and quality of service (2021-2022) and AV00ER68 Customer service process planning (2021-2022) as well as AV00ER67 Service design 1: Customer service design and quality of service (2023-2024) and AV00ER68 Service design 2: Customer service process planning (2023-2024)!

Harjoittelu- ja työelämäyhteistyö

On the course there is an assignment based on work-based learning.

Tenttien ajankohdat ja uusintamahdollisuudet

The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will finish different kind of assignments which you have to pass as accepted to be able to perform the course.

Opiskelijan ajankäyttö ja kuormitus

One ECTS credit corresponds to approximately 27 hours of student work. The actual workload depends on the student's study skills and prior knowledge.