Scope: 6 ECTS
Timing: 5-6th, semester
Curriculum: All Porvoo Curricula
Level: Professional studies
Starting level and linkage with other courses
The student has successfully completed some previous courses in Sales or Marketing.
Learning objectives and assessment
The student is somewhat familiar with service design theories and has a basic command of the terminology.
The student is able to encounter customers, and has an elementary command of necessary service skills and attitude.
The student knows how to develop services processes.
The student has a professional command of service design theories and terminology.
The student has positive impact on customer encounters and is able to develop personal service skills and attitude.
The student is able to actively take part in the service development process.
The student has a professional command of service design theories and terminology, and is able to apply them in practice.
The student has positive impact on customer encounters and is able to coach others in developing personal service skills and attitude.
The student is able to lead service development process with good results.
Passed courses are assessed on a scale of 1 to 5. The assessment criteria are presented for grades 1 - 3 - 5.
Recognising and validating prior learning (RPL)
If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show the competence with a demonstration and progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.
Working life connections
The learning projects on the course are real commissions from the business or the public sector.
- Customer Insight
Inquiry learning is applied through the entire course including:
Individual and team assignments
The assessment of one’s own learning
Project work done in groups, including self and peer assessment, documentation of the project process and a final deliverable agreed with the commissioner.
Team and individual assignments.
Marika Alhonen, Porvoo
Examples of bibliography that can be used during the course:
Lockwood T. (ed) . 2010. Design thinking : integrating innovation, customer experience and brand value. New York, NY. Allworth Press.
Macintyre M., Parry G. & Angelis J. (ed.). 2011. Service design and delivery Amsterdam : Bis Publishers, 2010 New York.Springer.
Stickdorn M. & Schneider J. (ed). 2010. This is service design thinking : basics - tools - cases.
Tuulenmäki A. and Välikangas L. 2011. The art of rapid, hands-on execution innovation. Strategy & Leadership 2/2011.