Customer Experience in Aviation Business Models - Study guide

The module advances the following competences: entrepreneurial thinking, analytical and strategic thinking, knowledge and analysis of customer experience in aviation, problem-solving skills, global business intelligence, financial and trend analysis, savvy use of digital tools and customer journey understanding. The module will focus both on airline business and airport business.

The module is a part of professional studies in Porvoo Campus competence-based curriculum.

Customer journey
Business models and operations, driven by customer experience
Case studies of airlines, airports, cargo companies (focus on future trends in the context of current financial performance)
Business plans for business models driven by customer experience (airline, airport, cargo) for a business plan competition;
Modelling a supply chain for a commissioner, supply chain management, optimising supply management in airlines / airports / cargo
Module portfolio (career oriented) with reflection

The student has a limited ability to analyse business operations. S/he has difficulties in recognising different business models and choosing appropriate models. S/he has difficulties with strategic thinking and problem solving. S/he is able to approach aviation business from the perspective of customer experience, to consider profitable business models and see the strategic connection between management of business operations and customer experience. S/he can take part in customer experience analysis only when aided by others. Her/his understanding of value chains and the customer journey along with customer experience driven business operations is very limited. The student can use digital tools, research and development methods only when the task and instructions are given and when aided by other students and the supervisors. The student has challenges with time management and submission of assignments/project work.

The student is able to analyse business operations, recognise different business models and choose appropriate models rather well. S/he displays some strategic thinking and problem-solving skills from the perspective of customer experience, and can apply the knowledge to manage business operations from the perspective of customer experience. S/he can take part in customer experience analysis in team work. Her/his understanding of value chains and the customer journey along with customer experience driven business operations is reliable. The student can use a few digital tools, research and development methods. The student is able to operate when the task and instructions are given. The students submits assignments and project work on time.

The student is able to analyse independently business operations, work with different business models and think strategically with problem-solving skills. S/he is able to use global business intelligence for decision-making from the perspective of customer experience. S/he can lead customer experience analysis in team work. Her/his understanding of value chains and the customer journey along with customer experience driven business operations is examplary for other students. Her/his understanding of value chains and business processes is excellent. The student can use versatile digital tools as well as choose and use relevant research and development methods. S/he has a business-oriented mindset with a focus on profitability. The students submits assignments and project work on time.

Inquiry learning
Project (developmental project)
Peer-to-peer learning
Company case studies and visits
Gamification/simulation
Tutorials, online lectures and workshops
Independent study and teamwork
The assessment of one’s own learning

Course is held in English, all course materials, lectures are run online via MS Teams classroom:

https://teams.microsoft.com/l/channel/19%3a2a0b711713a34c64b1a573919f8a44cf%40thread.tacv2/Yleinen?groupId=3f58a7f7-4e43-41e2-9ced-250c3547dca0&tenantId=a9e39483-dd21-4c25-b848-2a625cff7939

DETAILS UPDATED LATER
Text books and peer reviewed articles on the content topics
Online tutorials, e-books and online sources
Companies’ web-portals
Relevant media, news agencies, quality press, etc.
Exercises, tests
Instructors’ own materials, materials produced by students.

Contact teaching

Company visits Commissioned projects

Porvoo Campus

By personal appointment

English

An international student team
Visits to international companies
Possibility to run project with international clients

23.08.2021 - 17.12.2021

Customer journey Business models and operations, driven by customer experience Case studies of airlines, airports, cargo companies (focus on future trends in the context of current financial performance) Business plans for business models driven by customer experience (airline, airport, cargo) for a business plan competition; Modelling a supply chain for a commissioner, supply chain management, optimizing supply management in airlines / airports / cargo Module portfolio (career oriented) with reflection

14.06.2021 - 20.08.2021

Schedule is published in MS Teams classroom

AB4
EXCH
BLENDED

By agreement

Recognising and validating prior learning (RPL)
If students have acquired the required competence in previous work tasks, recreational activities or on another module or course, they can show the competence with a demonstration and progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.

Feedback on checkpoints on some assignments
Feedback by request during sessions
Peer assessment

Hanna Siltakorpi

15 - 40

Assessment of team and individual work
Self and peer assessment of team work

ABBA Degree Programme in Aviation Business

5 cr

H-5