Päivi Mantere

Face-to-face

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

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.

“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.]

• English

• English

03.09.2021 - 10.12.2021

24.05.2021 - 30.05.2021

• PHA220SN

20 - 40

Laurea Leppävaara, service

Päivi Mantere, Annukka Korvenranta

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

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

Laurea Leppävaara

10 credits

H-5

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.

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

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).

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.

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.

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

see the schedule

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

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

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