Customer Insight 2 (5cr)

Evaluation scale

H-5

Schedule

25 AUG

(Week 35)

-Module presentation and implementation plan
-Background introductions

01 SEP

(Week 36)

-Introducing Service Design: Methods and practices


8 SEP

(Week 37)

-Introducing the group case study

-Formation of the groups

-Group tasks

To be updated

Implementation methods, demonstration and Work&Study

All competences are implemented in learning activities jointly with other modules. The methods used in the learning activities are e.g.:
Inquiry learning
Project work
Case studies
Role play
Peer-to-peer learning
Tutorials
Debates
Study tours and company visits
Lectures and workshops
Independent study and teamwork
The assessment of one’s own learning

Materials

All of the competences are implemented in learning activities jointly with other modules. The methods used in the learning activities are e.g.:

Books on the content topics
E-books and online articles
Companies’ web-portals
Industry related reports and statistics
Relevant media, news agencies, quality press, etc.
Social networking tools
Instructors’ own materials, materials produced by students.

Teaching methods and instruction

The module is a part of basic studies in Porvoo Campus competence-based curriculum and advances the following competences: e.g., customer understanding and service, understanding how to find and maintaining customers, customer lifecycle, customer analysis, focus on customer experience, communication and argumentation, active listening and rapport building and skillful communication. The different elements of service design are also included in various ways. There are also other parallel implementations of this module with the same objectives yet with a different industry specific focus.

Inquiry learning
Peer-to-peer learning
Tutorials
Debates
Study tours and company visits
Lectures and workshops
Independent study and teamwork
The assessment of one’s own learning

Working life connections

Possible guest lecturers from the industry or Haaga-Helia Porvoo alumni and visits to the industry. 

Learning assignments

50% presentation of team project (group)

50% presentation of individual project

Assessment methods

Grade 1

The student understands how to find and maintain customers by choosing and using research and development methods when aided and guided by others. S/he has difficulties in evaluating different customer types and changing communication accordingly. S/he has a limited ability to recognise and follow customer needs as well as focus on customer experience. The student is able to use different sales and marketing communication channels only with assistance. S/he is able to display only a poor level of customer orientation. The student participates in the project planning, implementation and evaluation with a minimal input. The student is able to operate only when the task and instructions are given and when s/he is aided by other students and the supervisors.



Grade 3

The student understands how to find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. The student has a rather good ability to use different sales and marketing communication channels. S/he is able display some level of customer orientation. The student participates in the project planning, implementation and evaluation independently and makes use of the advice available. The student is able to operate when the task and instructions are given.



Grade 5

The student understands how to find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. S/he is able to use different sales and marketing communication channels. The student participates proactively and with goal-orientation in the project planning, implementation and evaluation. The student is able display excellent customer oriented mindset.