•   Innovative Service Design MAR3LF103-3021 16.01.2023-19.05.2023  5   (LF4PMAR, ...) +-
    Learning objectives
    You will gain an appreciation for the growing importance of services, service design and service management. You will have the ability to identify, describe, and explain service models. You will attain a knowledge of relevant service management concepts and service design tools. You will be able to apply service management concepts and service design tools to a service process. You can analyze, criticize and compare service management and service design tools as well as plan, construct and create an effective service management moment. You can evaluate, appraise, measure and judge a service failure and service excellence case and you will complete a service innovation case and customer journey map with a service customer persona.
    Starting level and linkage with other courses
    Basics of Marketing (MAR1LF101).
    Contents
    • Intro to service design & systems thinking: Basic concepts
    • Service profit chain
    • Service model design: Basic concepts
    • Funding mechanism & behavioral science
    • Operating role of the customer
    • Operating role of employees & corporate culture
    • Customer satisfaction, loyalty & profitability
    • Disruptive services
    • Managing capacity & demand
    • Design tools: Service personas, service journey, service blueprinting
    Assessment criteria
    Assessment criteria - grade 1
    Knowledge:
    You know the key concepts within the course’s scope, but are yet to develop the general view and the big picture of the subject matter.
    Skills:
    You can complete given tasks and assignments with assistance.
    You need to develop how to apply knowledge.
    Competence:
    You demonstrate some ability to perform skills and have basic knowledge, but you have difficulty to manage without assistance.
    Assessment criteria - grade 3
    Knowledge:
    You know the key concepts well and can explain how the theories and models function and the tools are used. You have a general view of the subject matter.
    Skills:
    You complete given tasks and assignments independently. You apply knowledge in hands-on business related situations. You can critique your own practice and identify ways to improve.
    Competence:
    You demonstrate sufficient ability to perform skills and have basic to good knowledge. You can perform independently, but you have some challenges in passing on your skills and knowledge to others. You have an interest in professional development.
    Assessment criteria - grade 5
    Knowledge:
    You have a strong command of the key and related concepts. You can critically evaluate theories, models and tools. You can demonstrate explicit knowledge of the subject matter, and how it relates to other disciplines.
    Skills:
    You apply knowledge in demanding business related situations. You can prioritize and critically select tools and methods for solving complex problems in the subject matter.
    Competence:
    You execute skills with natural proficiency and you have detailed and explicit knowledge. You can perform independently and you are also able and actively willing to help others develop and pass on your skills. You have an attitude of continuous professional development.
    Teaching methods and instruction

    - Contact and distant sessions
    - Case studies
    - Individual and team assignments

    Learning material and recommended literature

    Material available in Moodle.

    Working life connections

    - Examples and exercises are business-related - Company guest speakers and/or students interview a company representative

    Campus

    Pasila Campus

    Exam dates and re-exam possibilities

    - Exam and re-exam dates are announced in Moodle.

    Teaching language

    English

    Internationality

    - Assignments make use of international business cases and examples
    - Where possible, teams are multicultural and the benefits of diversity are integrated into the teamwork

    Timing

    16.01.2023 - 19.05.2023

    Learning assignments

    The course is composed of in-class activities (not graded), tasks and assignments (graded) as follows: Tasks 1-8 (low to medium depth), 2 major assignments (in-depth)

    Enrollment

    02.01.2023 - 13.01.2023

    Content scheduling

    Notice: The course will start later in the 1st period on Wednesday, September 4, 2019 (4.9.2019)!
    Sessions one (4.9.2019), two (11.9.2019) and three (18.9.2019) will be VIRTUAL. Thereafter, from 25.9.2019 the course will have regular contact sessions.
    The course ends on 11.12.2019.

    Groups
    • LF4PMAR
    • IB4
    • CONTACT
    • EXCH
    Teachers

    Kevin Gore

    Seats

    15 - 40

    Further information

    Task 1: 5%, Individual
    Task 2: 5%, Individual
    Task 3: 5%, Individual
    Task 4: 5%, Individual
    Task 5: 5%, Individual
    Task 6: 5%, Individual
    Task 7: 5%, Individual
    Task 8: 10%, Individual
    Assignment 1: 15%, Individual/Pair
    Assignment 2: 15%, Individual
    Exam: 20%, Individual
    Attendance: 5%, Individual
    Students' performance is graded on the following scale: Excellent (5), Very good (4), Good (3), Satisfactory (2), Fair (1), Fail (0).
    Grade 0: 0-39%
    Grade 1: 40-50%
    Grade 2: 51-60%
    Grade 3: 61-75%
    Grade 4: 76-89%
    Grade 5: 90-100%

    Degree Programme

    GLOBBA Degree Programme in International Business

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5