Service management (5 cr)
Code: MY00BJ13-3001
General information
- Enrollment
-
15.08.2019 - 30.08.2019
Registration for the implementation has ended.
- Timing
-
01.08.2019 - 31.12.2019
Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 2 cr
- Virtual portion
- 3 cr
- Mode of delivery
- Blended learning
- Unit
- Liiketalouden koulutusyksikkö, Kouvola (vanhennettu)
- Campus
- Kouvola Campus
- Teaching languages
- Finnish
- Seats
- 20 - 40
- Degree programmes
- Degree Programme in Sales and Marketing
Objective
You can recognize and evaluate factors influencing service quality in an organization.
You can plan justified development activities for improving service quality.
You can manage and lead change relating to new service implementation.
Content
What is service quality and how can it be researched and evaluated?
How can service quality be developed?
How can organizations manage the change process related to new services?
Evaluation
c. identify interrelated tasks.
d. work together with customers, users and target groups.
e. use the key models, methods, software and techniques of the professional field.
f. work as team members in a goal-oriented way.
Qualifications
Customer interface and Conceptualization -modules