Customer Orientation, Medical Services and OperationsLaajuus (5 ECTS)

Objective

The student:
- Understands the cornerstones of CRM process and systems
- Understands the cornerstones of cost-effective customer-orientation in health business
- Understands the customer segmentation in health business
- Understands the service processes for medical and health care services

Content

- CRM processes and systems
- Customer segmentation
- Customer-orientation in health business
- Service processes in health care and social services

Assessment criteria, satisfactory (1)

The student has a good command of
- CRM process and systems
- the concept of cost-effective customer-orientation in health care and social services
- service processes in health care and social services

Assessment criteria, good (3)

The student has a very good command of
- CRM process and systems
- the concept of cost-effective customer-orientation in health care and social services and is able to apply these in his own work
- service processes in health care and social services and is able to discuss and develop these

Assessment criteria, excellent (5)

The student has an excellent command of
- CRM process and systems
- the concept of cost-effective customer-orientation in health care and social services and is able to discuss these and apply in his own work
- service processes in health care and social services and is able to analyse and develop these

Assessment criteria, approved/failed

The student has a good command of
- CRM process and systems
- the concept of cost-effective customer-orientation in health care and social services
- service processes in health care and social services