Client-oriented Service DeliveryLaajuus (5 cr)
Code: 7H00FF50
Credits
5 op
Objectives
The student
- is able to analyze customer needs and expectations and research and predict customer behavior
- as an expert, is able to develop the service processes of the organization in a user-oriented manner
- is able to develop customer guidance taking into account different communication channels
Content
- customer loyalty in the context of social services
- customer value and the role of the customer in the development of services
- Patient Guidance, Client Guidance, Interactive, Written and Digital Guidance
Assessment criteria, satisfactory (1-2)
The student
- identifies the customer needs and expectations of the industry's services and the factors related to customer behavior
- identifies the organization's service development needs, is able to define user-oriented methods and is able to identify the benefits of a co-design approach in service development and the importance of engaging customers and stakeholders in service development
- identifies the customer management and communication channels used in the industry and be able to operate in them.
Assessment criteria, good (3-4)
The student
- is able to structure the customer needs and expectations of the industry's services as well as factors related to customer behavior
- is able to structure the service development needs of the organization, is able to compare different user-oriented methods and justifies the benefits of the co-design approach in the development of service processes, as well as is able to solve service-related problems and engage customers and stakeholders in development activities
- masters the customer management and communication channels used in the industry and is able to utilize them in a customer-oriented manner.
Assessment criteria, excellent (5)
The student
- is able to analyze the customer needs and expectations of industry services and factors related to customer behavior
- has a broad understanding of the need to develop the organisation's services, is able to analyze the benefits of user-oriented methods and co-design approaches to the development of service processes, and to conceive and create new service operating models and engage customers and stakeholders in development activities
- be able to analyze the role and significance of customer management and communication channels used in the industry and develop their use in a customer-oriented manner.
Enrolment period
30.11.2022 - 06.01.2023
Timing
01.01.2023 - 29.03.2023
Credits
5 op
Virtual portion
3 op
RDI portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
MD in Management and Development of Wellbeing Services
Campus
TAMK Main Campus
Teaching languages
- Finnish
Seats
0 - 30
Degree programmes
- Master's Degree in Development and Management of Health Care and Social Services
Teachers
- Tuija Ylä-Viteli
- Sari Himanen
Person in charge
Sari Himanen
Groups
-
22YSTK
-
23YSTY
Objectives (course unit)
The student
- is able to analyze customer needs and expectations and research and predict customer behavior
- as an expert, is able to develop the service processes of the organization in a user-oriented manner
- is able to develop customer guidance taking into account different communication channels
Content (course unit)
- customer loyalty in the context of social services
- customer value and the role of the customer in the development of services
- Patient Guidance, Client Guidance, Interactive, Written and Digital Guidance
Assessment criteria, satisfactory (1-2) (course unit)
The student
- identifies the customer needs and expectations of the industry's services and the factors related to customer behavior
- identifies the organization's service development needs, is able to define user-oriented methods and is able to identify the benefits of a co-design approach in service development and the importance of engaging customers and stakeholders in service development
- identifies the customer management and communication channels used in the industry and be able to operate in them.
Assessment criteria, good (3-4) (course unit)
The student
- is able to structure the customer needs and expectations of the industry's services as well as factors related to customer behavior
- is able to structure the service development needs of the organization, is able to compare different user-oriented methods and justifies the benefits of the co-design approach in the development of service processes, as well as is able to solve service-related problems and engage customers and stakeholders in development activities
- masters the customer management and communication channels used in the industry and is able to utilize them in a customer-oriented manner.
Assessment criteria, excellent (5) (course unit)
The student
- is able to analyze the customer needs and expectations of industry services and factors related to customer behavior
- has a broad understanding of the need to develop the organisation's services, is able to analyze the benefits of user-oriented methods and co-design approaches to the development of service processes, and to conceive and create new service operating models and engage customers and stakeholders in development activities
- be able to analyze the role and significance of customer management and communication channels used in the industry and develop their use in a customer-oriented manner.
Assessment scale
0-5
Enrolment period
15.11.2021 - 16.12.2021
Timing
10.01.2022 - 01.04.2022
Credits
5 op
Virtual portion
3 op
RDI portion
4 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
MD in Management and Development of Wellbeing Services
Campus
TAMK Main Campus
Teaching languages
- Finnish
Seats
0 - 25
Degree programmes
- Master's Degree in Development and Management of Health Care and Social Services
Teachers
- Tuija Ylä-Viteli
- Sari Himanen
Person in charge
Sari Himanen
Groups
-
21YSTK
Objectives (course unit)
The student
- is able to analyze customer needs and expectations and research and predict customer behavior
- as an expert, is able to develop the service processes of the organization in a user-oriented manner
- is able to develop customer guidance taking into account different communication channels
Content (course unit)
- customer loyalty in the context of social services
- customer value and the role of the customer in the development of services
- Patient Guidance, Client Guidance, Interactive, Written and Digital Guidance
Assessment criteria, satisfactory (1-2) (course unit)
The student
- identifies the customer needs and expectations of the industry's services and the factors related to customer behavior
- identifies the organization's service development needs, is able to define user-oriented methods and is able to identify the benefits of a co-design approach in service development and the importance of engaging customers and stakeholders in service development
- identifies the customer management and communication channels used in the industry and be able to operate in them.
Assessment criteria, good (3-4) (course unit)
The student
- is able to structure the customer needs and expectations of the industry's services as well as factors related to customer behavior
- is able to structure the service development needs of the organization, is able to compare different user-oriented methods and justifies the benefits of the co-design approach in the development of service processes, as well as is able to solve service-related problems and engage customers and stakeholders in development activities
- masters the customer management and communication channels used in the industry and is able to utilize them in a customer-oriented manner.
Assessment criteria, excellent (5) (course unit)
The student
- is able to analyze the customer needs and expectations of industry services and factors related to customer behavior
- has a broad understanding of the need to develop the organisation's services, is able to analyze the benefits of user-oriented methods and co-design approaches to the development of service processes, and to conceive and create new service operating models and engage customers and stakeholders in development activities
- be able to analyze the role and significance of customer management and communication channels used in the industry and develop their use in a customer-oriented manner.
Assessment scale
0-5