Creating tools to measure customer service, Ramirent (15 op)

Tavoitteet

The student is able to
- plan, implement and evaluate a Service Design project with service design methods
- develop sustainable practices in organisations

Oppimateriaali ja suositeltava kirjallisuus

The source materials needed for the subject area of the project are selected separately after the project assignment.

Toteutustapa

The project is completed in cooperation with a working life partner in a P2P learning environment. Working life partner is Ramirent. The aim of the project is first to make a visual process description of Ramirent´s customer service process and see its potential challenges and second, create tools to measure the quality of customer service.

The enrolled students will develop their competencies related to the study in question during this project implementation.

Daytime learning:
An independently studied part (in Canvas) supports the project implementation, but it is important to take part in project teamwork and guidance on campus according to schedule. .Studying requires active participation and commitment to interactive project work. You will receive individual feedback for assignments from the teacher, and working life or peer feedback are also utilised. The project team will work together on Mondays at Hyvinkää Campus. The weekly meeting time with supervisor is on Mondays at 9.30-10.30. The prebrief of the project is on Monday 30.8. at 9.30-10.30 and the actual project kickoff meeting on Monday 30.8. at 11.30-12.30. Evaluation on 4.12. at 9.30-11.00

Project’s guidance and working sessions can be viewed in Timetable Engine. Communication practices are agreed on a project-specific basis.

Laurea reserves the right to make changes.

Quality of implementation has been evaluated and self-evaluation report is available in project folder in Teams.

Työelämäyhteistyö ja/tai TKI

Working life partner: Ramirent Finland Oy: https://www.ramirent.fi/en-ramirent-in-short?lang=en-US

Toteutuksen tärkeät päivämäärät

According to the degree regulations (section 18) "students must be present for the first contact teaching session, or they must notify the responsible teacher of their absence to confirm they intend to participate in studies… Registration for the study unit will be rejected, if the student does not notify the teacher of being absent from the first contact teaching session or the reason for their absence cannot be considered justified." The first contact session in a project means the first meeting between the project team and the supervisor (pre-brief).The prebrief of the project is on Monday 30.8. at 9.30-10.30 at Hyvinkää campus.

It is compulsory to participate in the project kickoff meeting so that everyone participating in the project will receive the information on the project task. The kickoff meeting is on Monday 30.8. at 11.30-12.30 at Hyvinkää campus.


Project guidance is offered on a weekly basis. The weekly meeting time with supervisor is on Mondays at 9.30-10.30. The student can compare the available guidance sessions in Timetable Engine and select those projects/studies that do not overlap.

Kansainvälisyys toteutuksella

The project is suitable for exchange students.

Toteutuksen valinnaiset suoritustavat

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 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.

Opiskelijan ajankäyttö ja kuormitus

The student spends approximately 16 hours of weekly working time on the project; in other words, approximately 8 hrs for team work and approximately 8 hrs for independent work per week.

Sisältö ja sen jaksotus

Aims of the project: The aim of the project is to create tools to evaluate and measure customer service (and with this balance the quality of customer service).

Arviointiasteikko

H-5

Lisätiedot

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

This study implementation is a P2P project meaning that the project is completed in a small group and guided by a teacher. Participating in the project requires attendance in the project guidance meetings and group meetings.