Please note! Course description is confirmed for two academic years, which means that in general, e.g. Learning outcomes, assessment methods and key content stays unchanged. However, via course syllabus, it is possible to specify or change the course execution in each realization of the course, such as how the contact sessions are organized, assessment methods weighted or materials used.


The student learns how to design, analyse, and manage services and service systems and the processes supporting sustainable value creation in service operations.

The course develops knowledge, methods, and tools for developing and managing services in digitally enabled, networked, value-driven, and sustainable businesses.

Credits: 5

Schedule: 11.01.2021 - 13.04.2021

Teacher in charge (valid 01.08.2020-31.07.2022): Risto Rajala, Pekka Töytäri

Teacher in charge (applies in this implementation): Esko Hakanen, Mikko Heiskala, Risto Rajala, Jaakko Siltaloppi, Pekka Töytäri

Contact information for the course (applies in this implementation):

CEFR level (applies in this implementation):

Language of instruction and studies (valid 01.08.2020-31.07.2022):

Teaching language: English

Languages of study attainment: English


  • Valid 01.08.2020-31.07.2022:

    The key contents include understanding contemporary multi-actor value creation, service-based business relationships, management of differentiated customer experience, ecosystem-based value creation, customer-focused value innovation map, institutional change of business logic, and through-life performance management.

Assessment Methods and Criteria
  • Valid 01.08.2020-31.07.2022:

    Pre-reading assignments, online quizzes, online learning diaries, article review presentations in groups, course essay in groups.

  • Valid 01.08.2020-31.07.2022:

    Lectures 32 h.


Study Material
  • Valid 01.08.2020-31.07.2022:

    Articles, lecture materials.

Substitutes for Courses
  • Valid 01.08.2020-31.07.2022:

    Replaces courses TU-22.1321/2/5,TU-E2010, TU-E2011 and TU-E2012.

  • Valid 01.08.2020-31.07.2022:

    TU-A1100 Tuotantotalous 1/TU-A1200 Grundkurs i Produktionsekonomi. Other industrial management courses are recommended.

SDG: Sustainable Development Goals

    8 Decent Work and Economic Growth

    9 Industry, Innovation and Infrastructure