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Front Page > Current Education > Business Competence (TLY) > 2017 > Year 1 > Service Approach in Developing Business Operations (TLYV1004)

Service Approach in Developing Business Operations

Structure Type: Study unit
Code: TLYV1004
Type: Compulsory
Curriculum: TLY 2017
Level: Master of Business Administration
Year of Study: 1 (2017-2018)
Credits: 5 cr
Responsible Teacher: Skåtar, Kim
Language of Instruction: Finnish

Courses During the Academic Year 2017-2018

Impl.Study TimeTeacher(s)LanguageEnrolment
12018-01-08 – 2018-04-27Kim Skåtar, Peter SmedsFinnish2017-12-11 – 2018-01-15

Still need to take the course? See the courses during the academic year 2019-2020.

Learning Outcomes

The objective is to provide knowledge about the role of service-logic in management from both service- and manufacturing companies point-of-view. The student will get an insight into relationship-based operations management.

Student's Workload

Total work load: 135 h. Scheduled studies: 21 h. Individual studies: 114 h.
The assesment of student's own learning 1 h is included in contact lessons.

Prerequisites / Recommended Optional Courses

First-year study units

Contents

The service-production system, service quality and percieved value, principles of service management, CRM as an operations-strategy.

Regional Impact

The course content considers the region's businesses in the energy sector, as well as the specific features of international trade.

Internationality

The course content considers the region's businesses in the energy sector, as well as the specific features of international trade.

Recommended or Required Reading and Other Learning Resources/Tools

Peppers, D. & Rogers, M. (2014): Managing customer relationships : a strategic framework / Hoboken : John Wiley.

Grönroos, Christian: Service Management and Marketing. Customer Management in Service Competition. John Wiley & Sons, 2007.

Other material provided by the lecturer.

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures, 21 h, project 40 h, individual studies 74 h

Assessment Criteria

1 The student understands some basics about services-based business management.
3 The student understands well the principles of services-based business management and can apply learned issues in practice.
5 The student understands excellently the principles of services-based business management and can to a great extent apply the learned issues in practice.

Assessment Methods

Examination 60% and assignment 40%.


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