Managing Service Design and Operations, 5 credits (Haaga-Helia UAS)
Extent: 3cr (81h) and 2cr for voluntary project (54h)
Timing: Summer 2015 (3cr) and 22nd August Project Deadline (+2cr)
Starting level and linkage with other courses
Goal: The Finnish service economy is large (73% of all jobs), increasing (+4% in 4th Quarter of 2014) and global (Euro 26.4 billion trade in 2013). Students will gain an appreciation for the growing importance of services, service design and service management. This course has been designed around the principles Harvard University course Managing Service Design and Operations.
Watch the course introduction video: https://www.youtube.com/watch?v=R-AVipOpS8o
Upon completion of the course, the student has;
- Has the ability to identify, describe, and explain service models
- Has a knowledge of relevant service management concepts and service design tools
- Is able to apply service management concepts and service design tools to a service process
- Is able to analyze, criticize and compare service management and service design tools
- Is able to plan, construct and create an effective service management moment
- Is able to evaluate, appraise, measure and judge a service failure and service excellence case
- Is able to complete a service innovation case identification & diagnosis (voluntary course project +2cr)
- Principles of Service Management
- Service design models (B2C & B2B)
- Operating role of customer
- Operating role of employees & culture
- Customer satisfaction, loyalty etc.
- Managing capacity and demand
- Shared services
- Principles of Service Design
- Design thinking
- Improving the service journey (excellence and failure)
- Service design tools
- Voluntary Project: Analysis of a Service Innovation or Failure Case (students completing the project successfully receive +2cr)
Cooperation with the business community
Practical and current service cases will be investigated and analyzed (B2C and B2B).
International service business cases.
Teaching and learning methods
Self-guided online textbooks, articles and cases
Self-guided online tutorials (video)
Online individual tutorial quizzes, tests and assignments
Individual project (+2cr)
Accreditation of prior learning (APL)
Accreditation of prior learning (APL) is observed on the course. The requirements for APL can be agreed with the instructor.
Dr. Gerard L. Danford, Pasila
Required Course Materials
Developing New Products and Services. G. Lawrence Sanders, State University of New York at Buffalo. http://open.umn.edu/opentextbooks/BookDetail.aspx?bookId=125 (Creative Commons Licensed).
Principles of Marketing. Jeff Tanner, Baylor University and Mary Raymond, Clemson University. http://open.umn.edu/opentextbooks/BookDetail.aspx?bookId=50 (Creative Commons Licensed).
Various online tools, content and articles including; http://www.servicedesigntoolkit.org/downloads.html (Creative Commons Licensed).
Voluntary Course Materials
Advanced reading will be made available (Harvard Business Review) for students who wish to develop a deeper understanding of service design & management concepts, models and tools.
Assessment components and their respective weights
- Mini-quizzes and virtual exam (automatically graded) 30%
- Assignments: mini-tasks, application of tools, cases, etc. (assessed by teachers and peer-to-peer) 50%
- Discussion board participation 20%
- Project +2cr*
*An additional 2cr can be earned by completing the individual course project (service innovation case or service failure case). The project report is due at the end of the Fall semester intensive week (21st August 2015).