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Customer-oriented service development

Structure Type: Study unit
Code: SSYS1408
Curriculum: S-SY 2020
Level: Master of Health Care / Master of Social Services
Year of Study: 2 (2021-2022)
Semester: Spring
Credits: 4 cr
Responsible Teacher: Isosaari, Ulla
Language of Instruction: Finnish

Courses During the Academic Year 2021-2022

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
3002SSY2020-2Y2022-01-01 – 2022-07-31Riku NiemistöFinnish2021-12-01 – 2022-01-10

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).


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