Tulevaisuuden palveluprosessit (5 op)

Tavoitteet

Osaat tunnistaa tulevaisuuden ilmiöitä palveluprosesseihin liittyen
Osaat analysoida tulevaisuuden haasteita ja niiden vaikutusta palveluprosesseihin
Osaat etsiä käytännön ratkaisuja tulevaisuuden haasteisiin

Sisältö

Miten etsit ja tulkitset ennakointitietoa tulevaisuuden palveluprosesseista?
Miten palveluprosessit muuttuvat tulevaisuudessa?
Miten teknologia muuttaa palveluprosesseja?
Opintojaksoon liittyy käytännönläheinen työelämäprojekti (3 op)

Opiskelumateriaali

The actual learning material to be studied can be found in the online learning environment Learn and it is also possible to study it independently as distance learning,

Opiskelumuodot ja -menetelmät

This case course addresses the design and management of effective and efficient systems for proper conveyance of services. Customers expect and demand timely and correct deliveries, reliable logistical information, competitive prices, quick response to service calls, as well as friendly and collaborative behavior. Services require a "co-production" activity to take place through the involvement of both the customer and the service-provider in a significant part of realization of any service. Hence, service systems should be designed with careful consideration given to such unique characteristics that services have quality, economy and satisfaction. In this connection, behavioral/psychological, quantitative, physical, physiological, technological, as well as evolutionary perspectives will be explored towards developing a clear understanding of service operations.

TKI ja työelämäyhteistyö

The project could be done using material collected at the work place of the student or any “live” company example that students have access to or alternately, could be research based. Eg. you could consider a well-known company where there is a lot of information available in the public domain.

Opiskelijan työmäärä

The course is 5 ECTS.

Toteutuksen osien kuvaus

It is possible to complete the course entirely online. Students could plan and design a practical “real world” application project. Preliminary ideas will be given on the Learn course page. The project are to be presented to the class at the end of the course.

Arviointiasteikko

1-5

Arviointimenetelmät ja arvioinnin perusteet

Students can
- use professional vocabulary and concepts in different situations.
- evaluate information sources critically.
- work as team members in working life expert duties and identify and describe the problems of the professional field.
- evaluate operations in customer, user and target group situations.
choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
- apply critically the ethical principles of the professional field in different situations.