Leadership and management in digital service processesLaajuus (5 cr)

Objective

You can design, assess and lead the operation of people and groups in the change processes of digital services.
You can assess and analyze customership components in the development and management of digital service processes.
You can utilize the tools of customership management in managing and developing digital service processes.
You can utilize various tools promoting productivity, quality and customer experience in the development and management of digital services processes.

Content

How can the theories relating to management of change be utilised in developing digital service processes?
What does the successful change process require and enable in the development and management of digital service processes?
How can the customerships and customer experience be assessed in developing digital service processes?
How is quality and productivity improved, maintained, evaluated and utilized in the service processes producing customer value?
How can the tools of the customership management be utilised in management of the digital service processes?

Evaluation

Students can

a find, study, produce and evaluate critically multidisciplinary data in their field of expertise.
b.solve demanding problems in research, development and innovation.
c.evaluate and manage independently operations involving individuals and teams.
d.be responsible for operations and develop them independently.
e.evaluate different strategic approaches and justify their use in terms of management and development.
g. communicate proficiently and systematically in their spoken and written native language and in one foreign language.