Strategic Service ManagementLaajuus (5 cr)

Objective

Purpose of the course
The goal of strategic management is to enable the efficient use of resources, respond to customer needs, and create a competitive advantage and success in the market for the company. Through strategic management, the organisation meets the expectations of owners and other stakeholders and generates benefits for society. Analysis of the operating environment helps to take into account and anticipate changes in the operating environment to support the organisation's strategic decision-making.

The purpose of the course is that you understand the theoretical framework of service management and service marketing, become familiar with the analysis of the operating environment on the industry selected and are able to apply the results in to strategic management and development.

Competences
You master the knowledge base of service management and are able to evaluate, analyse and apply it critically. You are able to utilise specialised problem-solving skills and practices in management and its research. You are able to evaluate and develop strategies to support the development and management of service business and initiate development measures together in changing and unpredictable operating environment.

Learning to learn
You are able to acquire, critically assess and produce information while taking into account the perspectives of different fields. You are able to develop and manage goal-oriented, continuous learning in their community.

Ethics
You are able to promote ethically sustainable activities and the realisation of ethical reflection in their different operating environments. You promote the realisation of the ethical principles and values of their
field.

Internationality and multiculturalism
You are able to anticipate the impacts and opportunities of global development and phenomena. You are able to interact, communicate and develop activities internationally in your own field.

Proactive development
You are able to analyse the current situation and anticipate the future of your field and changes in the operating environment.

Learning outcomes
After completing the course, you will be able to apply theories of strategic service management. You understand service business and its various forms of implementation. You are able to evaluate and analyse factors affecting the quality of services and make strategic decisions to support quality management. You are able to justify the information you produce with the analysis methods of the operating environment in strategic decision-making and are able to renew service business with justification.

Content

Strategic thinking, service management, service marketing, service business, quality management, customer orientation, stakeholder management, operational environment analysis methods, ethics in service management

Assessment criteria, satisfactory (1)

You collect strategic service management literature, which includes a few articles and/or study books assigned by course. (1-2)

You identify and classify the key concepts of strategic service management. (1-2)

You write unstructured text with many different language and style errors. You follow Jamk's reporting instructions insufficiently. (1-2)

Assessment criteria, good (3)

You create a matrix table that compiles the articles and/or study books you have chosen and assigned by the course and you analyze the concepts and their relations. (3-4)

You distinguish and compare the relations between the key concepts of strategic service management. (3-4)

You write consistent, thorough and illustrative text. You write structured text, but there are occasional language and style errors. You follow Jamk's reporting instructions. (3-4)

Assessment criteria, excellent (5)

Demonstrate source criticism with the literature you have chosen and you are able to create syntheses of the articles and/or study books. You justify the chosen theories and you able to apply them from the perspective of your industry. (5)

You evaluate the key concepts of strategic service management critically and present them illustratively by combining theories and practice. (5)

Your written text is persuasive and coherent. You write in critical and argumentative way. (5)