Customer orientation in developmentLaajuus (5 cr)
Code: YZ00CL08
Credits
5 op
Teaching language
- Finnish
Responsible person
- Emilia Lahdenperä
Objective
After completing the course, you will have the ability to think customer-oriented in the context of development, you will master customer-oriented service development methods and know how to apply them in your own industry.
You recognize the importance of customer experience management in the development of services. After the course, you will have informed and skillful capabilities to utilize research data, which can be used to target and anticipate development needs in a customer-oriented manner. You know how to evaluate and promote the implementation of professional ethical principles and values in the development of services.
Competences of the course:
- Ethics
- Learning to learn
- Anticipatory development
Content
Customer-oriented thinking in service development (Design thinking) 1 cr
Customer-oriented service development methods and frameworks: experimental development and service design 2 cr
Customer experience and its management 1 op
Benefits and challenges of customer-centred service development in welfare services 1 op
Assessment criteria, satisfactory (1)
- Students will demonstrate the ability to think in a customer-oriented way in the context of development.
- The student masters a customer-oriented service development method and is able to apply it in his/her own context.
- The student understands what is meant by customer experience and the importance of managing it in service development.
- The student will have the knowledge and skills to use research to identify the needs for customer-centred development.
- Identify the ethical principles and values of the profession in the context of service development.
Assessment criteria, good (3)
- Students will demonstrate an advanced ability to think in a customer-oriented way in the context of development.
- The student masters several customer-oriented service development methods and demonstrates the ability to apply them in his/her field of activity.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to practical workplace challenges.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services.
Assessment criteria, excellent (5)
- Students will demonstrate an advanced and critical ability to think in a customer-oriented way in the context of development.
- The student will have a command of several customer-oriented service development methods, be able to apply them in development and be able to evaluate the use of different methods in relation to the need for development.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to demanding practical challenges in working life.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way. The student demonstrates the ability to apply knowledge to demanding practical challenges in working life.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services. In addition, the student will identify and analyse future phenomena that challenge the implementation of the ethical principles and values of the profession in the development of services.
Enrollment
18.11.2024 - 09.01.2025
Timing
12.03.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
School of Health and Social Studies
Teaching languages
- Finnish
Seats
20 - 40
Degree programmes
- Master's Degree Programme in Project Management
- Master's Degree Programme in Project Management
- Johtamisen tutkinto-ohjelma, ylempi AMK, Sosiaali- ja terveysala
Teachers
- Emilia Lahdenperä
Teacher in charge
Emilia Lahdenperä
Groups
-
ZJA24SSYAvoin AMK, sote, YAMK
-
ZJAYSB24S1Avoin AMK, sote, YAMK-väylät, Projektijohtaminen
-
YSB24S1Projektijohtaminen ylempi AMK, sosiaali- ja terveysala
-
YSB23S1Projektijohtaminen YAMK
Objective
After completing the course, you will have the ability to think customer-oriented in the context of development, you will master customer-oriented service development methods and know how to apply them in your own industry.
You recognize the importance of customer experience management in the development of services. After the course, you will have informed and skillful capabilities to utilize research data, which can be used to target and anticipate development needs in a customer-oriented manner. You know how to evaluate and promote the implementation of professional ethical principles and values in the development of services.
Competences of the course:
- Ethics
- Learning to learn
- Anticipatory development
Content
Customer-oriented thinking in service development (Design thinking) 1 cr
Customer-oriented service development methods and frameworks: experimental development and service design 2 cr
Customer experience and its management 1 op
Benefits and challenges of customer-centred service development in welfare services 1 op
Location and time
All meetings will take place remotely in Zoom.
20.1 Course info
5.2 Customer-oriented thinking in service development
19.2 Customer-oriented methods and frameworks for service development
5.3 Customer-oriented methods and frameworks for service development
19.3 Customer experience and its management
2.4 Benefits and challenges of customer-oriented service development in welfare services
16.4 End of course, reflection
Materials
To be announced at the beginning of the course.
Teaching methods
Lecture recordings
Webinars
Independent study
Group study
Working on assignments individually and in groups
Exam schedules
The course will follow the principles set out in the Degree Regulations.
Student workload
Customer-oriented thinking in service development 1 cr
Customer-oriented service development methods and frameworks 2 cr
Customer experience and its management 1 cr
Benefits and challenges of customer-oriented service development in welfare services 1 cr
Further information
Avoin amk: 10 paikkaa
EF: 10 paikkaa
COL: 20 paikkaa
Evaluation scale
0-5
Assessment criteria, satisfactory (1)
- Students will demonstrate the ability to think in a customer-oriented way in the context of development.
- The student masters a customer-oriented service development method and is able to apply it in his/her own context.
- The student understands what is meant by customer experience and the importance of managing it in service development.
- The student will have the knowledge and skills to use research to identify the needs for customer-centred development.
- Identify the ethical principles and values of the profession in the context of service development.
Assessment criteria, good (3)
- Students will demonstrate an advanced ability to think in a customer-oriented way in the context of development.
- The student masters several customer-oriented service development methods and demonstrates the ability to apply them in his/her field of activity.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to practical workplace challenges.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services.
Assessment criteria, excellent (5)
- Students will demonstrate an advanced and critical ability to think in a customer-oriented way in the context of development.
- The student will have a command of several customer-oriented service development methods, be able to apply them in development and be able to evaluate the use of different methods in relation to the need for development.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to demanding practical challenges in working life.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way. The student demonstrates the ability to apply knowledge to demanding practical challenges in working life.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services. In addition, the student will identify and analyse future phenomena that challenge the implementation of the ethical principles and values of the profession in the development of services.
Enrollment
09.12.2024 - 12.01.2025
Timing
20.01.2025 - 30.04.2025
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
School of Health and Social Studies
Teaching languages
- Finnish
Seats
20 - 45
Degree programmes
- Master's Degree Programme in Project Management
- Master's Degree Programme in Project Management
- Johtamisen tutkinto-ohjelma, ylempi AMK, Sosiaali- ja terveysala
Teachers
- Emilia Lahdenperä
Teacher in charge
Emilia Lahdenperä
Groups
-
ZJAYJS24S1Avoin AMK, sote, YAMK-väylät Johtamisen tutkinto-ohjelma
-
ZJAYSB24S1Avoin AMK, sote, YAMK-väylät, Projektijohtaminen
-
YSB24S1Projektijohtaminen ylempi AMK, sosiaali- ja terveysala
-
ZJA25KSYAvoin AMK, sote, YAMK
-
YJS24S1Johtamisen tutkinto-ohjelma, ylempi AMK, sosiaali-ja terveysala
Objective
After completing the course, you will have the ability to think customer-oriented in the context of development, you will master customer-oriented service development methods and know how to apply them in your own industry.
You recognize the importance of customer experience management in the development of services. After the course, you will have informed and skillful capabilities to utilize research data, which can be used to target and anticipate development needs in a customer-oriented manner. You know how to evaluate and promote the implementation of professional ethical principles and values in the development of services.
Competences of the course:
- Ethics
- Learning to learn
- Anticipatory development
Content
Customer-oriented thinking in service development (Design thinking) 1 cr
Customer-oriented service development methods and frameworks: experimental development and service design 2 cr
Customer experience and its management 1 op
Benefits and challenges of customer-centred service development in welfare services 1 op
Location and time
All meetings will take place remotely in Zoom.
20.1 Course info
5.2 Customer-oriented thinking in service development
19.2 Customer-oriented methods and frameworks for service development
5.3 Customer-oriented methods and frameworks for service development
19.3 Customer experience and its management
2.4 Benefits and challenges of customer-oriented service development in welfare services
16.4 End of course, reflection
Materials
To be announced at the beginning of the course.
Teaching methods
Lecture recordings
Webinars
Independent study
Group study
Working on assignments individually and in groups
Exam schedules
The course will follow the principles set out in the Degree Regulations.
Student workload
Customer-oriented thinking in service development 1 cr
Customer-oriented service development methods and frameworks 2 cr
Customer experience and its management 1 cr
Benefits and challenges of customer-oriented service development in welfare services 1 cr
Further information
Avoin amk: 10 paikkaa
EF: 10 paikkaa
COL: 20 paikkaa
Evaluation scale
0-5
Assessment criteria, satisfactory (1)
- Students will demonstrate the ability to think in a customer-oriented way in the context of development.
- The student masters a customer-oriented service development method and is able to apply it in his/her own context.
- The student understands what is meant by customer experience and the importance of managing it in service development.
- The student will have the knowledge and skills to use research to identify the needs for customer-centred development.
- Identify the ethical principles and values of the profession in the context of service development.
Assessment criteria, good (3)
- Students will demonstrate an advanced ability to think in a customer-oriented way in the context of development.
- The student masters several customer-oriented service development methods and demonstrates the ability to apply them in his/her field of activity.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to practical workplace challenges.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services.
Assessment criteria, excellent (5)
- Students will demonstrate an advanced and critical ability to think in a customer-oriented way in the context of development.
- The student will have a command of several customer-oriented service development methods, be able to apply them in development and be able to evaluate the use of different methods in relation to the need for development.
- The student recognises the importance of customer experience management in service development and is able to apply his/her knowledge to demanding practical challenges in working life.
- The student will have the knowledge and skills to use research knowledge to target and anticipate development needs in a customer-oriented way. The student demonstrates the ability to apply knowledge to demanding practical challenges in working life.
- The student will be able to assess and promote the implementation of the ethical principles and values of the profession in the development of services. In addition, the student will identify and analyse future phenomena that challenge the implementation of the ethical principles and values of the profession in the development of services.