•   Service Design in Practice PH00BN99-3001 03.09.2021-10.12.2021  10 credits  (PHA220SN) +-
    Learning outcomes of the course
    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

    Teacher in charge

    Päivi Mantere

    Mode of delivery

    Face-to-face

    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

    Teaching methods

    During the study unit, students will work in teams with a client to develop services. This semester students's will be developing student wellbeing services for HALI project.
    Students need to be prepared to work efficiently and actively during the studies.

    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.]

    Language of instruction
    • English
    Completion language(s)
    • English
    Timing

    03.09.2021 - 10.12.2021

    Enrollment period

    24.05.2021 - 30.05.2021

    Group(s)
    • PHA220SN
    Seats

    20 - 40

    Unit

    Laurea Leppävaara, service

    Teacher(s)

    Päivi Mantere, Annukka Korvenranta

    Further information for students

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

    Programme(s)

    Degree Programme in Hospitality Management and Service Design (PHA2), Laurea Leppävaara

    Campus

    Laurea Leppävaara

    RDI portion

    10 credits

    Evaluation scale

    H-5

    Alternative completion methods

    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

    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).

    Internationality

    Study unit will be implemented iamong 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 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
    Customer Insight (empathy map)


    ASSIGNMENTS
    -----------------------
    Design project & Design manual created during the process (75%)
    Self reflection (25%)
    Self- and peer evaluation (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

    Location and time

    see the schedule

    Evaluation criteria
    Satisfactory

    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

    Good

    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

    Excellent

    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