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Service Management

Structure Type: Study unit
Code: TLP0701
Type: Compulsory / Basic Studies
Curriculum: LT 2014 / 2015 / 2016 / 2017 / 2018 / 2019 / 2020 / 2021 / 2021V / 2022 / 2022V / 2022W / 2023 / 2023V / 2023W / 2024 / 2024-O / 2024V
T-LT 2013
Level: Bachelor of Business Administration
Year of Study: 1 (2015-2016 / 2016-2017 / 2017-2018 / 2018-2019 / 2019-2020 / 2020-2021 / 2021-2022 / 2022-2023 / 2023-2024 / 2024-2025)
Credits: 3 cr
Responsible Teacher: Skjäl, Heidi
Language of Instruction: Finnish

Courses

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
1T-LT-1-12014-01-07 – 2014-05-30Thomas SabelFinnish2013-12-09 – 2014-01-10
2T-LT-1-22014-01-07 – 2014-05-30Thomas SabelFinnish2013-12-09 – 2014-01-10
3T-LT-1-32014-01-07 – 2014-05-30Heidi SkjälFinnish2013-12-09 – 2014-01-10
4T-LT-1-42014-01-07 – 2014-05-30Heidi SkjälFinnish2013-12-09 – 2014-01-10
5T-LT-1-12015-01-05 – 2015-04-30Thomas SabelFinnish2014-12-08 – 2015-01-12
6T-LT-1-22015-01-05 – 2015-04-30Thomas SabelFinnish2014-12-08 – 2015-01-12
7T-LT-1-32015-01-05 – 2015-05-23Heidi SkjälFinnish2014-12-08 – 2015-01-12
8T-LT-1-42015-01-05 – 2015-05-23Heidi SkjälFinnish2014-12-08 – 2015-01-12
9T-LT-1-12016-01-04 – 2016-04-29Thomas SabelFinnish2015-12-07 – 2016-01-10
10T-LT-1-22016-01-04 – 2016-04-29Kim Skåtar, Thomas SabelFinnish2015-12-07 – 2016-01-10
11T-LT-1-32016-01-04 – 2016-04-29Heidi SkjälFinnish2015-12-07 – 2016-01-10
12T-LT-1-42016-01-04 – 2016-04-29Heidi SkjälFinnish2015-12-07 – 2016-01-10
13T-LT-1-12017-01-09 – 2017-04-29Thomas SabelFinnish2016-12-12 – 2017-01-16
14T-LT-1-22017-01-09 – 2017-04-29Peter SmedsFinnish2016-12-12 – 2017-01-16
15T-LT-1-32017-01-09 – 2017-04-29Heidi Skjäl, Kim Skåtar, Marianne WaltermannFinnish2016-12-12 – 2017-01-16
16T-LT-1-42017-01-09 – 2017-04-29Heidi Skjäl, Kim Skåtar, Marianne WaltermannFinnish2016-12-12 – 2017-01-16
17T-LT-1-12018-01-08 – 2018-04-27Timo Malin, Thomas SabelFinnish2017-12-11 – 2018-01-15
18T-LT-1-22018-01-08 – 2018-04-27Peter SmedsFinnish2017-12-11 – 2018-01-15
19T-LT-1-32018-01-08 – 2018-04-27Peter SmedsFinnish2017-12-11 – 2018-01-15
20T-LT-1-42018-01-08 – 2018-04-27Peter SmedsFinnish2017-12-11 – 2018-01-15
21T-LT-1-22019-01-07 – 2019-04-28Heidi SkjälFinnish2018-11-15 – 2019-01-14
22T-LT-1-12019-01-07 – 2019-05-26Timo MalinFinnish2018-12-10 – 2019-01-14
24T-LT-1-32019-01-07 – 2019-05-26Peter SmedsFinnish2018-12-10 – 2019-01-14
25T-LT-1-42019-01-07 – 2019-05-26Peter SmedsFinnish2018-12-10 – 2019-01-14
26T-LT-1-12020-01-06 – 2020-05-24Heidi SkjälFinnish2019-12-16 – 2020-01-14
27T-LT-1-22020-01-06 – 2020-05-24Heidi SkjälFinnish2019-12-16 – 2020-01-14
28T-LT-1-32020-01-06 – 2020-05-24Heidi SkjälFinnish2019-12-16 – 2020-01-14
29T-LT-1-42020-01-06 – 2020-05-24Harri JaskariFinnish2019-12-16 – 2020-01-14
3001LT2020-1A, LT2020-1B2021-01-04 – 2021-05-30Heidi SkjälFinnish2020-08-17 – 2021-01-10
3002LT2020-1C, LT2020-1D2021-01-04 – 2021-05-30Heidi SkjälFinnish2020-08-17 – 2021-01-10
3003LT2021-1A, LT2021-1B2022-01-03 – 2022-05-29Heidi SkjälFinnish2021-12-01 – 2022-01-10
3004LT2021-1C, LT2021-1D2022-01-03 – 2022-05-29Heidi SkjälFinnish2021-12-01 – 2022-01-10
3005LT2021V-1K2022-01-03 – 2022-05-01Heidi SkjälFinnish2021-12-01 – 2022-01-10
3006LT2022-1A, LT2022-1B2023-03-06 – 2023-05-14Heidi SkjälFinnish2022-12-01 – 2023-01-10
3008LT2022-1C, LT2022-1D2023-03-06 – 2023-05-14Heidi SkjälFinnish2022-12-01 – 2023-01-10
3010LT2022-1W2023-03-06 – 2023-05-14Eeva VälikangasFinnish2022-12-01 – 2023-01-10
3011LT2022V-1T2023-03-06 – 2023-05-14Eeva VälikangasFinnish2022-12-01 – 2023-01-10
3013LT2023-1A, LT2023-1B2024-03-11 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12
3014LT2023-1C, LT2023-1D2024-03-11 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12
3016LT2023-1W2024-03-11 – 2024-05-12Sari SaarikoskiFinnish2023-12-01 – 2024-01-12
3017LT2023V-1K2024-01-08 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12
3018LT2024-1A, LT2024-1B2025-03-10 – 2025-05-11Heidi SkjälFinnish2024-12-01 – 2025-01-12
3020LT2024-1C, LT2024-1D2025-03-10 – 2025-05-11Eeva VälikangasFinnish2024-12-01 – 2025-01-12
3022LT2024-1O2025-03-10 – 2025-05-11Eeva VälikangasFinnish2024-12-01 – 2025-01-12
3023LT2024V-1T2025-01-06 – 2025-05-11Klaus SalonenFinnish2024-12-01 – 2025-01-12

The descriptions shown below are for the academic year: 2024-2025

Learning Outcomes

After completing the course, the student will understand the basic concepts of services in contemporary business, be familiar with various forms of services, and be able to describe the importance of services as a competitive advantage for a company/organization. The student will also be able to analyze existing service processes and identify their strengths.

Student's Workload

Total 81h. Classroom, projects and groupwork: 24h. Individual work 57h.
The assesment of student's own learning 1 h is included in contact lessons.

Prerequisites / Recommended Optional Courses

Basics of Marketing

Contents

Getting to know different types of services, how to assess services, reporting and service design and process development.

Regional Impact

The course reflects on companies in the area.

Recommended or Required Reading and Other Learning Resources/Tools

-Tuulaniemi, Juha. Service Design. Talentum, 2011. Hämeenlinna : Kariston kirjapaino
-Other material handed out by the lecturer

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures, workshops, group assignments.

Assessment Criteria

Excellent 5 The student is able to assess different services and their impact on the success of the organisation in a critical way. Here he is able to analytically take the theories into account.

Good 3 The student is able to classify different services and he/she is also able to evaluate their impact on the business.

Satisfactory 1 The student is able to identify different services and he/she is also able evaluate to their impact on the business.

Assessment Methods

A numeric scale (0-5) is used. The grade will be given based upon assignments, workshops and group work.


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