Service and Production ProcessesLaajuus (5 cr)

Objective

The students
•master the concepts related to the service system and process thinking
•can structure the operation of a service company based on the service system model
•understand the impact of the elements of the service system on service quality
•can perceive the business, support and production processes which constitute the operation of a company
•can structure business processes into operational wholes
•analyse the customer orientation of service and production processes and recognize the critical points of the process
•master customer service at he customer interface and can identify its determinants
•recognize their own customer service identity and role, and can develop their own customer service
•understand the determinants of service and production process quality
•understand the significance of customer feedback and follow-up for quality development in a company

Content

•course objectives, concepts and models
•focal perspectives: customer orientation, operationalization of knowledge, structuring of activities
•the service system
•process thinking
•the processes of a company
•the service and production process
•process analysis and documenting
•customer service
•Innovativeness

Qualifications

The students recognize different customer needs and know consumer behaviour models and their determinants. They know the business environment of service companies and the criteria for business in their branch. They can analyse basic business activities in companies and apply basic business competence to practice.

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).
1 (sufficient) – 2 (satisfactory)
The student knows the concepts of the service, the service delivery system and the process thinking.
The student recognizes different elements of the services system and the company's core and support processes.
The student is able to identify the quality of code and support processes as well as the service system from the customer point of view. The Student can describe simple processes.
The student can work as a customer servant according to business idea.
3 (good)-4 (very good)
In addition to the core competence required for grades 1 and 2, the student has a command of the skills listed below, and is also capable of making use of the skills learnt.

The student has internalized the concepts of the service, service systems and process thinking and understanding their meaning in theory and practice.
The student recognizes critical points of the service system as well as core and support processes and understands their roles in customer-service and production quality.
The student is able to describe the service systems and processes.
The student can work customer-oriented way in companies which are operating variety of business ideas.
5 (excellent)
In addition to the core competence required for grades 3 and 4, the student has a command of the skills listed below, and is also capable of making use of the skills learnt in a critical and innovative way.
The Student masters the concepts of the service, the service system and the process thinking both in theory and practice.
The student can analyze the quality of service and business processes at the operational level and to designate targets for development.


The student is able to describe the processes and service systems in goal-oriented way.
The student is able to work as a customer servant according to company’s business idea and is able to actively seek possibilities to exceed the expectations of the customer and often succeed in it.
Unless otherwise specified in the curriculum, successfully completed courses will be assessed using a five-point scale: 5 (Excellent), 4 (Very Good), 3 (Good), 2 (Satisfactory), and 1 (Sufficient). A course will be graded as a 0 (Fail) if the student is unable to achieve the minimum objectives of the course.
In special cases, a course may be graded as an S (Pass) or a 0 (Fail).