Service Approach in Developing Business Operations
| Structure Type: | Study unit |
|---|---|
| Code: | TLYV1004 |
| Curriculum: | TLY 2019 |
| Level: | Master of Business Administration |
| Year of Study: | 1 (2019-2020) |
| Semester: | Autumn |
| Credits: | 5 cr |
| Responsible Teacher: | Mannila, Margit |
| Language of Instruction: | Finnish |
Courses During the Academic Year 2019-2020
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Enrolment |
|---|---|---|---|---|---|
| 2 | T-LY-1Y | 2019-08-26 – 2020-05-24 | Margit Mannila | Finnish | 2019-12-16 – 2020-01-14 |
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%.