Study Guide

Learning outcomes

The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology

Teaching methods

BarLaurea I students are able to understand the overall picture of restaurant operations and will acquire the developmental skills and professional competence needed in Hospitality Management. 



The unique Living Lab BarLaurea offers a wide variety of avenues for learning through participation in and development of service processes. Students work in BarLaurea restaurant, both as employees and as process planners and developers. The BarLaurea enables the students to become experts in their field by applying a theoretical knowledge base into a practical skill set.

Students are also going to do shifts in Factory restaurants in Helsinki Metropolitan area. Factory restaurants is Laurea’s long term key partner company. A number of projects have been carried out with Factory restaurants during the partnership. At the same time the students will gain experience in real working life in Finland and restaurant field. https://ravintolafactory.com/ravintolat/Links to an external site.

During the study unit students will familiarise themselves to carry out a restaurant business projects implementing. Students get to know customer service methodology and offer different solutions to real problems of clients.

The student is able to

- create and analyse customer experiences

- evaluate processes as part of practical way of learning within projects

- develop services by implementing design thinking ideology

After completing the course students are able to think from a customer side perspective. Students will view, plan and act upon developmental needs of clients to employ Design Thinking into practice. Various methods of Design Thinking and facilitation methods are implemented in the students' projects in real life cases.

Learning materials and recommended literature

Kuuluvainen, Salla; Päällysaho, Minna; Rajala, Tiina; Risu, Emilia; Turunen, Anne; Vitikka, Mika (2022). Mission Zero Foodprint Workbook.
https://www.theseus.fi/bitstream/handle/10024/753021/Laurea%20miscellanous%20publication_%20Restaurants%20and%20Carbon%20Foodprint.pdf?sequence=5&isAllowed=y

Alternative completion methods of implementation

This is core knowledge, and there are no other ways to conduct it.

Co-operation with working life and/or RDI

Students are also going to do shifts in Factory restaurants in Helsinki Metropolitan area. Factory restaurants is Laurea’s long term key partner company. A number of projects have been carried out with Factory restaurants during the partnership. At the same time the students will gain experience in real working life in Finland and restaurant field. https://ravintolafactory.com/ravintolat/Links to an external site.

Important dates

25.9. 9–12
· Welcome to BarLaurea 1 - Introduction to course/ Mika
· HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
· Ergonomy & Occupational Safety and Health in the Restaurant/Susanna
2.10. 9–12
· Nutrition & special diets/ Susanna & Mika
9.10. 9–12
• Sustainability in restaurant field/ Susanna &Mika
• Assignment: Food waste, energy & water, carbon footprint, evaluation 1-5, teamwork
16.10. 9–12
· Coffee training & Café business /Mika
· Assignment: Design your own café DL 3.12.2023.
23.10. 9–12
· Factory Restaurants info/ GM Matti, HR mgr Katja & Restaurant mgr Ramesh
30.10.–3.11. Shifts at BarLaurea (Group 3) & Factory Restaurants (Groups 1 & 2)
6.11. 9–12
• Presentations: Food waste, energy & water, carbon footprint.
• Legislation on Regulating Liquor Licences/Mika
13.11.-17.11. Shifts at BarLaurea (Group 2) & Factory Restaurants (Groups 1 & 3)
20.11. 9–12
· Hospitality Management Field Trip/ Marjukka, Kati, Mika & Susanna
27.11–1.12. Shifts at BarLaurea (Group 1) & Factory Restaurants (Groups 2 & 3)
4.12. 9–12
• Design your own cafe presentations
• Wine & Beer lecture & tasting, Mika

Forms of internationality

Teaching and training takes place in a multicultural work community.

Students workload

Theory 30 hours.
Practical training 105 hours.

Content and scheduling

25.9. 9–12
· Welcome to BarLaurea 1 - Introduction to course/ Mika
· HACCP in BarLaurea/ Restaurant Manager Taneli Kesäläinen
· Ergonomy & Occupational Safety and Health in the Restaurant/Susanna
2.10. 9–12
· Nutrition & special diets/ Susanna & Mika
9.10. 9–12
• Sustainability in restaurant field/ Susanna &Mika
• Assignment: Food waste, energy & water, carbon footprint, evaluation 1-5, teamwork
16.10. 9–12
· Coffee training & Café business /Mika
· Assignment: Design your own café DL 3.12.2023.
23.10. 9–12
· Factory Restaurants info/ GM Matti, HR mgr Katja & Restaurant mgr Ramesh
30.10.–3.11. Shifts at BarLaurea (Group 3) & Factory Restaurants (Groups 1 & 2)
6.11. 9–12
• Presentations: Food waste, energy & water, carbon footprint.
• Legislation on Regulating Liquor Licences/Mika
13.11.-17.11. Shifts at BarLaurea (Group 2) & Factory Restaurants (Groups 1 & 3)
20.11. 9–12
· Hospitality Management Field Trip/ Marjukka, Kati, Mika & Susanna
27.11–1.12. Shifts at BarLaurea (Group 1) & Factory Restaurants (Groups 2 & 3)
4.12. 9–12
• Design your own cafe presentations
• Wine & Beer lecture & tasting, Mika

Further information for students

The purpose of the study unit is to increase the students' perception of Finnish restaurant worklife. Aim is also to provide skills to work in restaurants in Finland, including completing a Hygiene Passport and a Liquor Passport.

Grading scale

Approved/Failed

Evaluation methods and criteria

Approved-failed

Evaluation criteria, approved/failed

Approved:
The student is able to
- create and analyse customer experiences
- evaluate processes as part of practical way of learning within projects
- develop services by implementing design thinking ideology
- have the necessary information for working in restaurants in Finland, as well as a hygiene and alcohol passport

Learning outcomes

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Teaching methods

Students implements as teams a restaurant concept for BarLaurea's Flow restaurant. The course has four intensive theory days. Students brainstorm and design the restaurant concept as well as the product. Teams product testing their serving products.

The course culminates in the implementation of the teams' own cafeteria concepts in BarLaurea's Flow restaurant. Each team will implement their concept over a period of one week.

Hospitality Management and Service Design is a daytime programme and the studies consist of contact teaching and face-to-face instruction.

Location and time

Starts 29.2.theory
21.3. theory
27.3. theory
4.4. product testing team 1
11.4. product testing team 2
18.4. product testing team 3
Practical concept week
8.4.-12.4. team 1
22.4.-26.4. team 2
13.5.-17.5. team 3
Feedback day

Learning materials and recommended literature

Linking to electronic LibGuides materials: http://libguides.laurea.fi/linkit_e-aineistoihin/etusivu

Alternative completion methods of implementation

-

Co-operation with working life and/or RDI

BarLaurea restaurant, Dieta company and other sponsors.

Students workload

One credit equals approximately 26.7 hours of work
5 credit= 133.5 hours

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Learning outcomes

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Teaching methods

Students are taking a part to organize a Factory Gala in Factory restaurant on 26.1-27.1.2024. Students also implements as teams a restaurant concept to BarLaurea's Flow restaurant.
The course includes four intensive theory days, independent team work and a practical work in the restaurants Flow and Factory.

Students will develop, design and implement a restaurant concept as well as the food product for BarLaurea´s Flow restaurant. The course culminates in the implementation of the teams' own concepts. Each team will implement their concept over a period of four days.

Hospitality Management and Service Design is a daytime programme and the studies consist of contact teaching and face-to-face instruction.

Learning materials and recommended literature

Linking to electronic LibGuides materials: http://libguides.laurea.fi/linkit_e-aineistoihin/etusivu

Co-operation with working life and/or RDI

BarLaurea restaurant and Factory company.

Important dates

18.01.2024 09.15 - 11.45 232 class
26.01.2024 14.00 - 22.00 Factory restaurant Pitäjänmäki
27.01.2024 16.00 - 24.00 Factory restaurant Pitäjänmäki
08.02.2024 09.15 - 11.45 239 class
28.02.2024 09.15 - 11.45 236 class
06.03.2024 12.00 - 18.00 Ulkopuolinen tila : BarLaurea
11.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
12.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
13.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
14.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
15.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
18.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
19.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
20.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
26.03.2024 12.45 - 15.15 232A class

Students workload

One credit equals approximately 26.7 hours of work
5 credit= 133.5 hours

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Learning outcomes

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services in the international context

Teaching methods

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on measuring customer experience.

Location and time

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Learning materials and recommended literature

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognized and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Important dates

Active participation in lectures and workshops is required due to the service design methods and tools used. The exact schedule will be in canvas and discussed during the first class.

Forms of internationality

Suitable for exchange students

Students workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail (returned in the beginning of the course)
Team assignments pass/ fail (returned in the beginning of the course)

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

aurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Learning outcomes

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Teaching methods

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Location and time

In Leppävaara according to schedule. It is compulsory to be present during the first meeting, team presentations, and possible guest lectures and visits. The study unit may involve visits to locations outside the campus.

Learning materials and recommended literature

The material is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Learning outcomes

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Grading scale

H-5

Learning outcomes

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Grading scale

H-5

Learning outcomes

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.
You will also get an experience of facilitating a workshop together with your multicultural team.

Please note that this course requires active participation every weak. The course is based on Co-creation in teams.
Overlapping courses are not possible and you can have max. 3 absences.

Location and time

see the schedule

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/
Other material will be provided in Canvas

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit the student intranet.

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them. Design challenge is stated in the beginning of the study unit.

Design thinking is strongly empowered by co-creation, this gives an approach to work and behave during the study unit and in the project.

You will also get an experience of facilitating a workshop together with your multicultural team.

Important dates

Please note that this course requires active participation every weak. The course is based on Co-creation in teams.
Overlapping courses are not possible and you can have max. 3 absences.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Forms of internationality

Study unit will be implemented among intercultural teams. Material concerning Design thinking and service design, Futures orientation, Facilitation and Lean-management is international.
The study unit is suitable for exchange students.

Students workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.

Please note that the project is carried out in teams and requires active team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Service Design process (including appropriate methods and tools)
Design Thinking
Lean management
Futures Thinking
Facilitation


ASSIGNMENTS
-----------------------
Design project & Design manual created during the process (70%)
Service design theory with quizzes (30%)
Self- and peer evaluation with buddy-check (pass/fail)

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING


To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

[Leave the parts that apply] “Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. ... A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

“Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

Evaluation criteria, good (3-4)

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

Evaluation criteria, excellent (5)

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

Learning outcomes

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.
You will also get an experience of facilitating a workshop together with your multicultural team.

Please note that this course requires active participation. The course is based on Co-creation in teams.
Overlapping courses are not possible.

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/
Other material will be provided in Canvas

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design challenge is stated in the beginning of the study unit.
Design thinking is strongly empowered by co-creation, this gives an approach to work and behave during the study unit and in the project

Important dates

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Forms of internationality

Study unit will be implemented among intercultural teams. Material concerning Design thinking and service design, Futures orientation, Facilitation and Lean-management is international.
The study unit is suitable for exchange students.

Students workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.

Please note that the project is carried out in teams and requires active team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Service Design process (including appropriate methods and tools)
Design Thinking
Lean management
Futures Thinking
Facilitation


ASSIGNMENTS
-----------------------
Design project & Design manual created during the process (70%)
Service design theory with quizzes (30%)
Self- and peer evaluation with buddy-check (pass/fail)

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING


To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

[Leave the parts that apply] “Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. ... A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

“Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

Evaluation criteria, good (3-4)

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

Evaluation criteria, excellent (5)

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

Learning outcomes

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Location and time

Students are required to work every week efficiently during the study unit.
Contact sessions:

Learning materials and recommended literature

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Important dates

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Students workload

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Learning outcomes

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Location and time

Students are required to work every week efficiently during the study unit.
Contact sessions: Accurate timetable will be in Canvas work space.

Learning materials and recommended literature

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Important dates

Active participation in lectures and workshops is required due to the service design methods and tools used.
Contact sessions: Accurate timetable will be in Canvas work space

Students workload

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules
Englanniksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Learning outcomes

The student is able to
- develop and evaluate hospitality services
- solve problems in a professional way
- create own personal brand in the specialization area

Teaching methods

In this study unit we will look closer at hospitality service professions and future aspects of the branch.

Individual assignment.

Location and time

TBA

Alternative completion methods of implementation

All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Important dates

The actual implementation schedule is visible to students in Pakki.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

Students workload

One credit equals approximately 26.7 hours of work performed by the student.

Grading scale

H-5

Evaluation methods and criteria

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Evaluation criteria, fail (0)

“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. (Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Grading scale

H-5

Learning outcomes

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.
You will also get an experience of facilitating a workshop together with your multicultural team.

Please note that this course requires active participation. The course is based on Co-creation in teams.
Overlapping courses are not possible.

Learning materials and recommended literature

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/
Other material will be provided in Canvas

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design challenge is stated in the beginning of the study unit.
Design thinking is strongly empowered by co-creation, this gives an approach to work and behave during the study unit and in the project

Important dates

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Forms of internationality

Study unit will be implemented among intercultural teams. Material concerning Design thinking and service design, Futures orientation, Facilitation and Lean-management is international.
The study unit is suitable for exchange students.

Students workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.

Please note that the project is carried out in teams and requires active team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Service Design process (including appropriate methods and tools)
Design Thinking
Lean management
Futures Thinking
Facilitation


ASSIGNMENTS
-----------------------
Design project & Design manual created during the process (70%)
Service design theory with quizzes (30%)
Self- and peer evaluation with buddy-check (pass/fail)

The student is able to
- implement Design Thinking in customer experience management and organizational development
- apply Lean and facilitation skills in management
- explore and develop operations based on trends and futures' thinking

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

Grading scale

H-5

Evaluation methods and criteria

“The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING


To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

[Leave the parts that apply] “Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. ... A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

“Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

To achieve grade 1 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

Evaluation criteria, good (3-4)

To achieve grade 3 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

Evaluation criteria, excellent (5)

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

Learning outcomes

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Teaching methods

Students implements as teams a restaurant concept for BarLaurea's Flow restaurant. The course has four intensive theory days. Students brainstorm and design the restaurant concept as well as the product. Teams product testing their serving products.

The course culminates in the implementation of the teams' own cafeteria concepts in BarLaurea's Flow restaurant. Each team will implement their concept over a period of one week.

Hospitality Management and Service Design is a daytime programme and the studies consist of contact teaching and face-to-face instruction.

Location and time

Starts 29.2.theory
21.3. theory
27.3. theory
4.4. product testing team 1
11.4. product testing team 2
18.4. product testing team 3
Practical concept week
8.4.-12.4. team 1
22.4.-26.4. team 2
13.5.-17.5. team 3
Feedback day

Learning materials and recommended literature

Linking to electronic LibGuides materials: http://libguides.laurea.fi/linkit_e-aineistoihin/etusivu

Alternative completion methods of implementation

-

Co-operation with working life and/or RDI

BarLaurea restaurant, Dieta company and other sponsors.

Students workload

One credit equals approximately 26.7 hours of work
5 credit= 133.5 hours

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Learning outcomes

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Location and time

Students are required to work every week efficiently during the study unit.
Contact sessions:

Learning materials and recommended literature

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Important dates

Active participation in lectures and workshops is required due to the service desing methods and tools used.
Contact sessions:

Students workload

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Learning outcomes

The student is able to
- develop and evaluate hospitality services
- solve problems in a professional way
- create own personal brand in the specialization area

Teaching methods

In this study unit we will look closer at hospitality service professions and future aspects of the branch.

Individual assignment.

Location and time

TBA

Alternative completion methods of implementation

All students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognised and accredited by the teacher responsible for the studies or another person designated to the position. The assessment is carried out according to the same assessment criteria and, as a rule, same grading scale as that adopted for the corresponding study unit or module. The student is entitled to apply for accreditation of prior competence regardless of where, how and when the competence has been acquired. The student may also seek accreditation of competence to be acquired on the job as part of their degree (work-based learning). The student is responsible for demonstrating and verifying their competence and for providing sufficient information.

Important dates

The actual implementation schedule is visible to students in Pakki.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrollment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

Students workload

One credit equals approximately 26.7 hours of work performed by the student.

Grading scale

H-5

Evaluation methods and criteria

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Evaluation criteria, fail (0)

“Students who has failed to demonstrate their competence in accordance with the approved level must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. (Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Evaluation criteria, good (3-4)

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

Evaluation criteria, excellent (5)

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

Learning outcomes

The student is able to:
- understand and resolve challenges in a LivingLab environment
- apply current issues and future trends when organizing and developing services
- identify changes in hospitality field using future thinking methods and tools

Teaching methods

Students are taking a part to organize a Factory Gala in Factory restaurant on 26.1-27.1.2024. Students also implements as teams a restaurant concept to BarLaurea's Flow restaurant.
The course includes four intensive theory days, independent team work and a practical work in the restaurants Flow and Factory.

Students will develop, design and implement a restaurant concept as well as the food product for BarLaurea´s Flow restaurant. The course culminates in the implementation of the teams' own concepts. Each team will implement their concept over a period of four days.

Hospitality Management and Service Design is a daytime programme and the studies consist of contact teaching and face-to-face instruction.

Learning materials and recommended literature

Linking to electronic LibGuides materials: http://libguides.laurea.fi/linkit_e-aineistoihin/etusivu

Co-operation with working life and/or RDI

BarLaurea restaurant and Factory company.

Important dates

18.01.2024 09.15 - 11.45 232 class
26.01.2024 14.00 - 22.00 Factory restaurant Pitäjänmäki
27.01.2024 16.00 - 24.00 Factory restaurant Pitäjänmäki
08.02.2024 09.15 - 11.45 239 class
28.02.2024 09.15 - 11.45 236 class
06.03.2024 12.00 - 18.00 Ulkopuolinen tila : BarLaurea
11.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
12.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
13.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
14.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
15.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
18.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
19.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
20.03.2024 09.00 - 16.00 Ulkopuolinen tila : BarLaurea
26.03.2024 12.45 - 15.15 232A class

Students workload

One credit equals approximately 26.7 hours of work
5 credit= 133.5 hours

Further information for students

The study unit corresponds to the requirements of Bachelor's level education.

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.”

The quality of the study unit implementation has been assessed and the self-evaluation report is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

In this study unit the assessing of the competences will be done by using the criteria set for requirement level II.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING

To achieve grade 5 student must be able to
- analyse the acquired information, draw conclusions and combine theoretical knowledge with experiential knowledge

To achieve grade 3 student must be able to
- critically evaluate information and justify their actions with science-based knowledge

To achieve grade 1 (or pass) student must be able to
- use professional concepts in a consistent manner and demonstrate his/her familiarity with the knowledge basis
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT

To achieve grade 5 student must be able to
- evaluate the applicability of produced knowledge, skill or idea to other contexts as well as their impact
- anticipate needs of customers and/or co-operation partners

To achieve grade 3 student must be able to
- propose creative solutions at work
- promote professional co-operation and enhance customer and partner relationships

To achieve grade 1 (or pass) student must be able to
- act independently taking into account the operating environment
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY

To achieve grade 5 student must be able to
- evaluate and develop the team’s entrepreneurial and responsible approach to work
- evaluate the possibilities for utilising competence and plan his/her personal development and development of the team

To achieve grade 3 student must be able to
- act in a manner that promotes the team’s entrepreneurial and responsible approach to work
- describe the development of his/her competence in relation to the learning outcomes

To achieve grade 1 (or pass) student must be able to
- describe the significance of his/her actions for successful co-operation
- describe his/her competence in relation to the learning outcomes

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.” (Laurea degree regulations.)

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed.

Learning outcomes

The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Teaching methods

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Location and time

In Leppävaara according to schedule. It is compulsory to be present during the first meeting, team presentations, and possible guest lectures and visits. The study unit may involve visits to locations outside the campus.

Learning materials and recommended literature

The material is available in Canvas.

Grading scale

H-5

Evaluation methods and criteria

BACHELOR'S DEGREE INITIAL STAGE STUDENTS
EXCELLENT
grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
GOOD
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
SATISFACTORY,
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.

Learning outcomes

The student is able to
- apply customer experience knowledge into the service business
- plan and produce user-centered services
- develop hospitality services in the international context

Teaching methods

During the study unit, students will work in teams and have also individual work.
Students need to be prepared to work efficiently and actively during the studies.

The team project is based on measuring customer experience.

Location and time

The exact schedule will be in canvas and discussed during the first class. Students are required to work every week efficiently during the study unit. Weekly meetings are in Leppävaara Campus.

Learning materials and recommended literature

Villani, I. 2018. Transform Customer Experience. Wiley
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=5649350

Peppers, D. and Rogers, M. 2017.Managing customer experience and relationship: a strategic framework
https://ebookcentral.proquest.com/lib/Laurea/detail.action?docID=4729311

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Alternative completion methods of implementation

According to the degree regulations “all students are entitled to demonstrate their competence. The recognition and accreditation of prior competence is initiated by the students themselves. The competence is recognized and accredited by the teacher responsible for the module or study unit or another person designated by the director of the UAS unit. The assessment is carried out according to the same criteria and grading scale as that adopted for the corresponding study unit.” For further information visit Link.

Important dates

Active participation in lectures and workshops is required due to the service design methods and tools used. The exact schedule will be in canvas and discussed during the first class.

Forms of internationality

Suitable for exchange students

Students workload

10 ECTS = 270 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

Customer project/ team work (evaluated 5-1 + peer evaluation, returned by the end of the course)
Individual essay (5-1, returned by the end of the course)
Individual assignment (mind map) pass/ fail (returned in the beginning of the course)
Team assignments pass/ fail (returned in the beginning of the course)

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

aurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration

Learning outcomes

The student is able to
- carry out design projects implementing Design Thinking methodology
- offer different solutions to real problems of clients

Teaching methods

During the study unit, students will work in teams with a client to develop services.
Students need to be prepared to work efficiently and actively during the studies.

Location and time

Students are required to work every week efficiently during the study unit.
Contact sessions: Accurate timetable will be in Canvas work space.

Learning materials and recommended literature

Design Thinking materials and theory books.

Lupton, E. Graphic design thinking : beyond brainstorming. 2011.Princeton Architectural Press ; Maryland Institute College of Art.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=3387597

Luchs, Michael G. ; Griffin, Abbie ; Swan, Scott. 2015. Design Thinking. Wiley-Blackwell.
https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=4041673

Stickdorn M., Hormess M., Lawrence A. & Schneider J. 2018. This Is Service Design Doing. Sebastopol: O’Reilly
https://www.thisisservicedesigndoing.com/

Co-operation with working life and/or RDI

You will work with a client to create new service ideas for them.
Design Thinking Project with XX, design challenge is stated in the beginning of the study unit.

Important dates

Active participation in lectures and workshops is required due to the service design methods and tools used.
Contact sessions: Accurate timetable will be in Canvas work space

Students workload

5 ECTS = 135 hours of work/student
One credit equals approximately 26.7 hours of work performed by the student.
Please note that the project is carried out in teams and requires team work outside the scheduled lectures.

Content and scheduling

CONCEPTS
------------------------
Design thinking
Design thinking process and tools
Mind Mapping
Brainstorming
Observation: mystery shopping
Interviews
Benchmark
SWOT
Customer Insight (Persona & Customer Journey)
Storytelling
Future forecast

ASSIGNMENTS
-----------------------
Customer project
Development of map and understanding / team work
Evaluated using scale (5-1)
Design Portfolio created during the process
The finished service design portfolio is given to the customer project provider

Further information for students

According to the degree regulations (section 18) “students must be present in the first contact session or notify their teacher in charge if they cannot attend. If they fail to notify the teacher of their absence in the first contact session, their enrolment will be rejected. Another student in the queue may be enrolled in the study unit in the place of the absent student.” (Laurea degree regulations) In the case of online studies the lecturer can also specify some other way than participation on an online meeting what is required from the student so that he/she verifies his/her attendance on the study unit (Decision by the vice president, education 7/2019).

Grading scale

H-5

Evaluation methods and criteria

The evaluation of competence is based on the descriptions of objectives in the curricula and the evaluation criteria provided in the study unit’s implementation plan” (Laurea degree regulations).

In this study unit the assessing of the competences will be done by using the criteria set for requirement level I.

The study unit is carried out by implementing Learning by Developing. This means that both the study process and the end results influence the grade. Missing or late tasks returned will influence the grade.

All staff and students of Laurea are expected to adhere to good scientific practices, which includes appropriate referencing. Familiarise yourself with the practices and, if needed, ask for more information. All study assignments are to be done as individual work unless otherwise instructed. [If Urkund is used when assignments are checked, the lecturer will inform the students of this.]

Evaluation criteria, fail (0)

Laurea's common evaluation criteria for Bachelor students.

Students who have failed assignments or examinations required for passing a study unit must supplement or retake their study attainment in a manner and schedule defined by the teacher of the study unit. A failed examination or other study attainment can be retaken twice. A failure to attend an actual examination is considered to be one completion attempt.(Laurea degree regulations.)

Evaluation criteria, satisfactory (1-2)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2 (or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules
Englanniksi
Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 1-2 (or pass) student must be able to
- use essential professional concepts when explaining various work practices and situations
- search for information in different sources
- report

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 1-2(or pass) student must be able to
- work under guidance using the skills and methods learned
- interact with customers and/or co-operation partners
- receive guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 1-2 (or pass) student must be able to
- work as a member of a team
- plan the progress of his/her work and use of time under guidance
- work safely and in accordance with the professional code of conduct
- follow the provided instructions and rules

Evaluation criteria, good (3-4)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 3-4 student must be able to
- use professional concepts in a consistent manner when explaining various work practices and situations
- gather information and use his/her knowledge basis
- report in the agreed manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 3-4 student must be able to
- work using the skills and methods learned
- engage in professional interaction with customers and/or co-operation partners and identify their needs
- take part in guidance and utilise it

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 3-4 student must be able to
- engage in goal-oriented work in a team
- plan and manage the progress of his/her work and use of time
- detect safety-related risks
- justify this/her actions in accordance with the professional code of conduct

Evaluation criteria, excellent (5)

Laurea's common evaluation criteria for Bachelor students.

PROFESSIONAL KNOWLEDGE BASIS, INFORMATION SEARCHING AND REPORTING
To achieve grade 5 student must be able to
- use professional concepts extensively
- compare and choose
- relevant information
- report and communicate in a professional manner

PROFESSIONAL PRACTICE AND WORKPLACE DEVELOPMENT
To achieve grade 5 student must be able to
- work independently, using the skills and methods learned
- take responsibility for interaction with customers and/or co-operation partners and for responding to their needs
- anticipate his/her need for guidance

TEAMWORK SKILLS, LEADERSHIP AND RESPONSIBILITY
To achieve grade 5 student must be able to
- promote the team’s work and team spirit
- manage his/her time appropriately, completing the agreed tasks at the required quality level
- work responsibly, applying the skills and methods learned
- plan and evaluate their work, taking safety and/or ethical aspects into consideration