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 Time | Teacher(s) | Language | Enrolment |
|---|---|---|---|---|---|
| 1 | T-LT-1-1 | 2014-01-07 – 2014-05-30 | Thomas Sabel | Finnish | 2013-12-09 – 2014-01-10 |
| 2 | T-LT-1-2 | 2014-01-07 – 2014-05-30 | Thomas Sabel | Finnish | 2013-12-09 – 2014-01-10 |
| 3 | T-LT-1-3 | 2014-01-07 – 2014-05-30 | Heidi Skjäl | Finnish | 2013-12-09 – 2014-01-10 |
| 4 | T-LT-1-4 | 2014-01-07 – 2014-05-30 | Heidi Skjäl | Finnish | 2013-12-09 – 2014-01-10 |
| 5 | T-LT-1-1 | 2015-01-05 – 2015-04-30 | Thomas Sabel | Finnish | 2014-12-08 – 2015-01-12 |
| 6 | T-LT-1-2 | 2015-01-05 – 2015-04-30 | Thomas Sabel | Finnish | 2014-12-08 – 2015-01-12 |
| 7 | T-LT-1-3 | 2015-01-05 – 2015-05-23 | Heidi Skjäl | Finnish | 2014-12-08 – 2015-01-12 |
| 8 | T-LT-1-4 | 2015-01-05 – 2015-05-23 | Heidi Skjäl | Finnish | 2014-12-08 – 2015-01-12 |
| 9 | T-LT-1-1 | 2016-01-04 – 2016-04-29 | Thomas Sabel | Finnish | 2015-12-07 – 2016-01-10 |
| 10 | T-LT-1-2 | 2016-01-04 – 2016-04-29 | Kim Skåtar, Thomas Sabel | Finnish | 2015-12-07 – 2016-01-10 |
| 11 | T-LT-1-3 | 2016-01-04 – 2016-04-29 | Heidi Skjäl | Finnish | 2015-12-07 – 2016-01-10 |
| 12 | T-LT-1-4 | 2016-01-04 – 2016-04-29 | Heidi Skjäl | Finnish | 2015-12-07 – 2016-01-10 |
| 13 | T-LT-1-1 | 2017-01-09 – 2017-04-29 | Thomas Sabel | Finnish | 2016-12-12 – 2017-01-16 |
| 14 | T-LT-1-2 | 2017-01-09 – 2017-04-29 | Peter Smeds | Finnish | 2016-12-12 – 2017-01-16 |
| 15 | T-LT-1-3 | 2017-01-09 – 2017-04-29 | Heidi Skjäl, Kim Skåtar, Marianne Waltermann | Finnish | 2016-12-12 – 2017-01-16 |
| 16 | T-LT-1-4 | 2017-01-09 – 2017-04-29 | Heidi Skjäl, Kim Skåtar, Marianne Waltermann | Finnish | 2016-12-12 – 2017-01-16 |
| 17 | T-LT-1-1 | 2018-01-08 – 2018-04-27 | Timo Malin, Thomas Sabel | Finnish | 2017-12-11 – 2018-01-15 |
| 18 | T-LT-1-2 | 2018-01-08 – 2018-04-27 | Peter Smeds | Finnish | 2017-12-11 – 2018-01-15 |
| 19 | T-LT-1-3 | 2018-01-08 – 2018-04-27 | Peter Smeds | Finnish | 2017-12-11 – 2018-01-15 |
| 20 | T-LT-1-4 | 2018-01-08 – 2018-04-27 | Peter Smeds | Finnish | 2017-12-11 – 2018-01-15 |
| 21 | T-LT-1-2 | 2019-01-07 – 2019-04-28 | Heidi Skjäl | Finnish | 2018-11-15 – 2019-01-14 |
| 22 | T-LT-1-1 | 2019-01-07 – 2019-05-26 | Timo Malin | Finnish | 2018-12-10 – 2019-01-14 |
| 24 | T-LT-1-3 | 2019-01-07 – 2019-05-26 | Peter Smeds | Finnish | 2018-12-10 – 2019-01-14 |
| 25 | T-LT-1-4 | 2019-01-07 – 2019-05-26 | Peter Smeds | Finnish | 2018-12-10 – 2019-01-14 |
| 26 | T-LT-1-1 | 2020-01-06 – 2020-05-24 | Heidi Skjäl | Finnish | 2019-12-16 – 2020-01-14 |
| 27 | T-LT-1-2 | 2020-01-06 – 2020-05-24 | Heidi Skjäl | Finnish | 2019-12-16 – 2020-01-14 |
| 28 | T-LT-1-3 | 2020-01-06 – 2020-05-24 | Heidi Skjäl | Finnish | 2019-12-16 – 2020-01-14 |
| 29 | T-LT-1-4 | 2020-01-06 – 2020-05-24 | Harri Jaskari | Finnish | 2019-12-16 – 2020-01-14 |
| 3001 | LT2020-1A, LT2020-1B | 2021-01-04 – 2021-05-30 | Heidi Skjäl | Finnish | 2020-08-17 – 2021-01-10 |
| 3002 | LT2020-1C, LT2020-1D | 2021-01-04 – 2021-05-30 | Heidi Skjäl | Finnish | 2020-08-17 – 2021-01-10 |
| 3003 | LT2021-1A, LT2021-1B | 2022-01-03 – 2022-05-29 | Heidi Skjäl | Finnish | 2021-12-01 – 2022-01-10 |
| 3004 | LT2021-1C, LT2021-1D | 2022-01-03 – 2022-05-29 | Heidi Skjäl | Finnish | 2021-12-01 – 2022-01-10 |
| 3005 | LT2021V-1K | 2022-01-03 – 2022-05-01 | Heidi Skjäl | Finnish | 2021-12-01 – 2022-01-10 |
| 3006 | LT2022-1A, LT2022-1B | 2023-03-06 – 2023-05-14 | Heidi Skjäl | Finnish | 2022-12-01 – 2023-01-10 |
| 3008 | LT2022-1C, LT2022-1D | 2023-03-06 – 2023-05-14 | Heidi Skjäl | Finnish | 2022-12-01 – 2023-01-10 |
| 3010 | LT2022-1W | 2023-03-06 – 2023-05-14 | Eeva Välikangas | Finnish | 2022-12-01 – 2023-01-10 |
| 3011 | LT2022V-1T | 2023-03-06 – 2023-05-14 | Eeva Välikangas | Finnish | 2022-12-01 – 2023-01-10 |
| 3013 | LT2023-1A, LT2023-1B | 2024-03-11 – 2024-05-12 | Heidi Skjäl | Finnish | 2023-12-01 – 2024-01-12 |
| 3014 | LT2023-1C, LT2023-1D | 2024-03-11 – 2024-05-12 | Heidi Skjäl | Finnish | 2023-12-01 – 2024-01-12 |
| 3016 | LT2023-1W | 2024-03-11 – 2024-05-12 | Sari Saarikoski | Finnish | 2023-12-01 – 2024-01-12 |
| 3017 | LT2023V-1K | 2024-01-08 – 2024-05-12 | Heidi Skjäl | Finnish | 2023-12-01 – 2024-01-12 |
| 3018 | LT2024-1A, LT2024-1B | 2025-03-10 – 2025-05-11 | Heidi Skjäl | Finnish | 2024-12-05 – 2025-01-06 |
| 3020 | LT2024-1C, LT2024-1D | 2025-03-10 – 2025-05-11 | Eeva Välikangas | Finnish | 2024-12-05 – 2025-01-06 |
| 3022 | LT2024-1O | 2025-03-10 – 2025-05-11 | Eeva Välikangas | Finnish | 2024-12-05 – 2025-01-06 |
| 3023 | LT2024V-1T | 2025-01-06 – 2025-05-11 | Klaus Salonen | Finnish | 2024-11-29 – 2025-01-09 |
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.