Study Guide

Objective

By the end of this course, students should be able to
- know and understand basics of customer service design
- know and understand basics of service quality
- know and identify factors of service quality
- understand impact of quality on customers and on business success
- visualize customer journey map
- use service quality measuring tools.

Content

Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.

Opiskelumateriaali

The study material is on Learn platform.

Yksilölliset oppimisväylät

Service design and planning of service processes are business key factors. Quality of customer service is based on those things. Knowing basics of service design and planning of customer service processes you can develop company activities and make them more efficient from customer point of view.

The course is 100 % online on Learn platform and you will study independently, there are not live lectures or group work. You will have different kind of assignments which you have to pass to be able to perform the course.

The course covers 5 ECTS credits, altogether 135 hours of student work. The number of hours is theoretical and varies according to student´s effort.

Please notice! This course covers the previous courses AV00EI30 Customer service design and quality of service (2021-2022) and AV00ER68 Customer service process planning (2021-2022) as well as AV00ER67 Service design 1: Customer service design and quality of service (2023-2024) and AV00ER68 Service design 2: Customer service process planning (2023-2024)!

TKI ja työelämäyhteistyö

On the course there is an assignment based on work-based learning.

Tentit ja muut määräajat

The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will finish different kind of assignments which you have to pass as accepted to be able to perform the course.

Opiskelijan työmäärä

One ECTS credit corresponds to approximately 27 hours of student work. The actual workload depends on the student's study skills and prior knowledge.

Toteutuksen osien kuvaus

The topics of the course are the following:

Service quality
Service design
Basics of process thinking
Visualization of processes
Basics of measuring service processes.

Further information

This course is a part of Xamk Pulse's offerings. Xamk's degree students cannot enrol on this implementation.

The course is so called non-stop course at which you can register any time during the implementation schedule of the course.

Feedback from the students as they answered the question 'What contributed to your learning?'
• The fact that I was able to study at my own pace.
• The documents you have to read before doing the tasks.
• The method is great way to learn and it is really supportive. The material and the exams gave me confident of my knowledge gaining. I like the way the course is designed. Simply excellent!!!
• The course has close relation to my career path.
• Course material and assignments.
• Teaching method.
• A valuable introduction to service design principles.
• The course is overall good. I think sufficient content and assessment method so no need to change.
• Perfect course.
• In my view the course was very perfect. I would'n add anything more in it.

Evaluation scale

Approved/Failed

Assessment methods and criteria

At the end of this course, you should be able to

know and understand basics of customer service design.
know and understand basics of service quality.
know and identify factors of service quality.
understand impact of quality on customers and on business success.
visualize customer journey map.
use service quality measuring tools.
know basics of process thinking and terminology in that field .
understand meaning of processes in business development.
know how to visualize service business.
understand basics of measuring service processes.

The assessment of the course: Accepted/Failed