Opinto-opas

Objective

On completion of the course the student understands the impact of services for competitive advantage; is familiar with service business models, strategy and processes in business organizations; is able to design and develop services within a multichannel environment. The student will be able to develop, plan and implement the ways companies can acquire, sell, serve and retain customers for services. The student will also be able to plan and implement a service development project for a new or existing service.

Content

• Developing service business models and strategy
• Service Concepts
• Service Design methods and tools
• Developing service processes
• Service management
• Service channels
• Marketing services

Location and time

All lectures on Leiritie campus. Room B244.

Intro assignment
• See Oma workplace for assignment brief, available from April 1st.
What is Service Design? To be done individually before the 1st session

Session 1.
Thu 7.5. 17.00.-20.00.
• Intro to the course
• Developing service business models and strategy
• Service Concepts
Building a Service Concept / workshop

Session 2.
Thu 14.5.17.00.-20.00.
• Service Design & agile methods and tools
• Developing service processes
Methods in practise / workshop

Session 3. Thu 4.6.17.00.-20.00.
• Service channels
Online channels / workshop

Session 4.
Thu 11.6.17.00.-20.00.
• Marketing and selling services
Visitor or a visit to a service (design/research) agency /TBD

Session 5.
Wed 17.6.17.00.-20.00.
• Presentations of development plans (Team project, deadline 16.6. 23:45 see Team Project Brief on Oma)
• Mandatory or -10p. in course grade

Materials

• Material from lectures and intro assignment / avilable on Oma on 1. April 2020
• Wirtz and Lovelock, Essentials of Service Marketing, 3 rd ed. Pearson 2018.
• Chaffey & Smith: Digital Marketing Excellence: Planning, Optimizing and Integrating Online Marketing, Routledge 2017

Teaching methods

Individual assignment (20% of the total grade) including an intro assignment prepared and submitted before the first session.
Team Project (80% of the total grade) based on preparing a service development plan for a new or developed service concept. Parts of the team project are prepared in the workshops.

• One team has 2 members (not less or more)
• If not attending mandatory sessions -10p each.
• Late submissions of reports 50% of max points.
• Max.points for failed and then resubmissioned work is 50%
• Min. points for passing the course is 50%.
• Each assignment/project must be passed (min. 50% of max. points)

Employer connections

n/a (see programme above)

Exam schedules

n/a

International connections

n/a

Completion alternatives

n/a

Student workload

Lectures : 20 hours
Assignments and Project activity: 110 hours

Content scheduling

See schedule above

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

Sufficient performance: the student has completed basic requirements to pass the course and has demonstrated some ability to apply knowledge in the learning assignments related to working life. His/her analytical skills and/or the development approach need major improvement.

Assessment criteria, good (3)

Good overall performance by the student in course work. The student has been an active learner as an individual and in teams. S/he has demonstrated how to apply knowledge in the learning assignments related to analysing and developing working life.

Assessment criteria, excellent (5)

The student has shown excellent performance in all elements of the course. S/he has shown motivation and interest in individual and team learning as well as in sharing one’s expertise. The student has demonstrated well and creatively how to apply knowledge in the learning assignments related to analysing and developing working life.

Assessment criteria, approved/failed

Sufficient performance: the student has completed basic requirements to pass the course and has demonstrated some ability to apply knowledge in the learning assignments related to working life. His/her analytical skills and/or the development approach need major improvement.

Assessment methods and criteria

Individual assignment (20% of the total grade) including an intro assignment prepared and submitted before the first session.
Team Project (80% of the total grade) based on preparing a service development plan for a new or developed service concept. Parts of the team project are prepared in the workshops.

5 = Excellent performance in all elements of the course: shows interest and motivation in all class activities and course assignments/team project, fully applies and clearly articulates concepts and information both verbally and in writing. The student follows the instructions and is able to support his/her argument with references to the recommended reading and lecture content. Excellent presentation delivery and analysis.

4 = Very good overall performance or excellent in one and very good in another element of the course: shows interest and motivation in all class activities and course assignments, applies and articulates concepts and information very well both verbally and in writing. Very good presentation delivery and analysis.

3 = Good overall performance: shows can apply and articulate concepts and information well both verbally and in writing, certain areas of assignments/team project require further attention; shows appropriate level of interest and motivation in all class activities and course assignments. Good presentation delivery and analysis.

2 = Satisfactory performance: has completed all elements of the course and can apply and articulate concepts and information both verbally and in writing but may not have made enough effort. Certain areas of the assignments/team project are lacking in detail and require further input. The student could have demonstrated more interest and motivation for class activities and course assignments. Satisfactory presentation delivery and analysis.

1 = Sufficient performance: has completed basic requirements to pass the course and has made an attempt to apply and articulate concepts and information both verbally and in writing but has not made enough effort overall, the assignments and/or team projects are weak and require further input. The student has demonstrated little effort, interest and motivation for class activities and course assignments.

0 = Fail: has not attended the course or failed to complete one or all assignments/team project, has not met the basic requirements to pass the course.

Qualifications

None