Asiakaspalvelumuotoilu ja asiakaspalveluprosessien suunnittelu (5 op)

Osaamistavoitteet (Opintojakso)

By the end of this course, students should be able to - know and understand basics of customer service design - know and understand basics of service quality - know and identify factors of service quality - understand impact of quality on customers and on business success - visualize customer journey map - use service quality measuring tools.

Sisältö (Opintojakso)

Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.

Tenttien ja uusintatenttien ajankohdat

The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will finish different kind of assignments which you have to pass as accepted to be able to perform the course.

Arviointimenetelmät ja arvioinnin perusteet

At the end of this course, you should be able to know and understand basics of customer service design. know and understand basics of service quality. know and identify factors of service quality. understand impact of quality on customers and on business success. visualize customer journey map. use service quality measuring tools. know basics of process thinking and terminology in that field . understand meaning of processes in business development. know how to visualize service business. understand basics of measuring service processes. The assessment of the course: Accepted/Failed

Arviointiasteikko

Hyväksytty/Hylätty

Opiskelumuodot ja opetusmenetelmät

Tämä on CampusOnline-toteutus, eikä ole tarkoitettu Xamkin tutkinto-opiskelijoille.

Oppimateriaalit

The study material is on Learn platform.

Opiskelijan ajankäyttö ja kuormitus

One ECTS credit corresponds to approximately 27 hours of student work. The actual workload depends on the student's study skills and prior knowledge.

Sisällön jaksotus

The topics of the course are the following: Service quality Service design Basics of process thinking Visualization of processes Basics of measuring service processes.

Harjoittelu- ja työelämäyhteistyö

On the course there is an assignment based on work-based learning.

Lisätietoja opiskelijoille

Tämä on CampusOnline-toteutus, eikä ole tarkoitettu Xamkin tutkinto-opiskelijoille.