Operational Management of a Service Company’s ProcessesLaajuus (15 cr)

Objective

•Student understands the importance of integrated marketing communications and the principles of relationship marketing and can apply these in marketing planning.
•Student knows the prerequisites of human resource management from a manager’s perspective and can reflect on their own readiness as a manager.
• Student understands the importance of the manager’s role and various management styles as business success factors and as cultivators of a healthy work community.
• Student knows and can apply legislation that regulates the human resource management.
•Student is able to use the accounting principles and accounting tools on the operative level to assure the profitability of the business within their own area of expertise in the field of services.
•Student knows the principles of quality management and understands the value of quality control systems in the development of operations.

Content

• Electronic service business
• Marketing, marketing communication and brand creation, relationship marketing, competitive marketing tools
• Tasks related to the role of superiors; organisational structures, management concepts
• Talent management, change management, self-management
• Basics of labour legislation
• Functional work community
• Pricing (integration of marketing and accounting)
• Pricing integrated with product development
• Profit planning and operative profitability performance indicators
• Profit planning and budgeting
• Quality assurance systems in service businesses

Qualifications

The student
o perceives profitable business activities, marketing and HR management as success factors for a company.
o knows the structures, significance, challenges and opportunities of the service companies in their area of expertise and understand their social responsibility.
o masters the basics of production and service processes in a service company.

Assessment criteria, satisfactory (1)

For the general assessment criteria of the competence generated by the Bachelor of Hospitality Management degree, please see the website of JAMK University of Applied Sciences (www.jamk.fi/english/forstudents/studyguide). The learning outcomes of a course will be assessed in accordance with its learning objectives on the basis of the skills and knowledge and general competences specified in The National and European Quality Management Systems (NQF/EQF, level 6).
Assignments returned late will be degraded.
Student understands the importance of integrated marketing communications and the principles of relationship marketing and can apply these in marketing planning.
Assessment targets:
Based on acquired knowledge, student can reflect on the performance of an organisation and work community and on his/her own readiness as a manager, and can also demonstrate an ability to apply the rules and concepts of personnel management. Student demonstrates the ability to use the accounting principles and accounting tools on the operational level, in order to assure the profitability of the business within their own area of expertise. Student demonstrates an ability to use quality management in business development.

Excellent 5: Student demonstrates comprehensive, critical and analytical command of the above learning objectives.

Very good 4: Student demonstrates nearly comprehensive, critical and analytical command of the above learning objectives.

Good 3: Student demonstrates partial critical and analytical command of the above learning objectives.

Satisfactory 2: Student can apply the above learning objectives under supervision.

Adequate 1: Student can apply the above learning objectives under supervision but the result is inadequate.
In special cases, a course may be graded as an S (Pass) or a 0 (Fail).