Customer-oriented service development
| Structure Type: | Study unit |
|---|---|
| Code: | SSYS1408 |
| Type: | Compulsory / Professional Studies |
| Curriculum: | S-SY 2017 |
| Level: | Master of Health Care / Master of Social Services |
| Year of Study: | 2 (2018-2019) |
| Credits: | 4 cr |
| Responsible Teacher: | Isosaari, Ulla |
| Language of Instruction: | Finnish |
Courses During the Academic Year 2018-2019
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Classes | Enrolment |
|---|---|---|---|---|---|---|
| 3 | S-SY-2Y | 2019-01-07 – 2019-06-02 | Ulla Isosaari | Finnish | 36 h | 2018-12-10 – 2019-01-14 |
Learning Outcomes
The student knows how to
- analyze and develop the operating processes of the organization
- take into account the client perspective when developing services
- the central quality assurance methods
Student's Workload
Total work load of the course 108 h, of which scheduled studies 24 h and autonomous studies 84 h.
The assesment of student's own learning 1 h is included in contact lessons.
Contents
- client perspective in service production
- quality management and quality systems
- process management
- evaluation
Regional Impact
Evaluation of client perspective of the local organisations.
Internationality
International literature concerning patient/client discussion and quality work.
Recommended or Required Reading and Other Learning Resources/Tools
Material pointed out by the lecturer
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, guided internet studies, autonomous studies.
Assessment Criteria
Grade 1: The student
- describes as an example the organization’s operation processes
- identifies the client perspective in service production
- describes as an example the central methods of quality assurance
Grade 3: The student
- describes organization’s operation processes and applies the knowledge in a familiar context
- identifies the client perspective in service production and applies the knowledge in a familiar context
- describes the central methods of quality assurance and applies the knowledge in a familiar context
Grade 5: The student
- examines analytically the organization’s operation processes and applies the knowledge in a new context with proper and analytic justifications
- examines analytically the client perspective in service production and applies the knowledge in a new context with proper and analytic justifications
- examines analytically the central methods of quality assurance and applies the knowledge in a new context with proper and analytic justifications
Assessment Methods
Assignments 100 %, numeric evaluation (0–5).