Syllabus

LEARNING OUTCOMES

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: 12.01.2022 - 19.04.2022

Teacher in charge (valid for whole curriculum period):

Teacher in charge (applies in this implementation): Pekka Töytäri, Risto Rajala

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

CEFR level (valid for whole curriculum period):

Language of instruction and studies (applies in this implementation):

Teaching language: English. Languages of study attainment: English

CONTENT, ASSESSMENT AND WORKLOAD

Content

• valid for whole curriculum period:

  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.

• applies in this implementation

  NOTE: This schedule may still change during the course. However, at most only minor changes are expected. Any changes will be updated ONLY in MyCourses.

  Date	Topic	Lecture Pre-readings Read before each lectures. Check other possible additional materials from MyCourses.	Individual assignments DLs
  Module 1: Value creation by service
  19.1.	Customer goals and service value propositions	Eggert et al (2018) "Conceptualizing and communicating value in business markets"	Wed Jan 19th 18:00: 19.1 Value creation by service quiz
  26.1.	Customer value research and value creation by service	Bettencourt Ulwick (2008) "The customer-centered innovation map"	Tue Jan 25th: Peer-reviews of both Eggert et al (2018) and Bettencourt Ulwick (2008) pre-reading presentations Wed Jan 26th 18:00: 26.1 Value creation by service quiz
  			Fri Feb 4th 10:00: MODULE 1: Learning diary "Value creation by service"
  Module 2: Service Economy
  2.2.	Service economy and productivity	Pre-learning podcast: Paul Lillrank & Mikko Heiskala, Services, Service Economy and Service Productivity, see MyCourses (no article presentation)	Wed Feb 2nd 18:00: 2.2 Service economy quiz
  9.2.	Service economy in open production systems	Frei (2006) "Breaking the trade-off between efficiency and service"	Tue Feb 1st: Peer-review of Frei (2006) pre-reading presentation Wed Feb 9th 18:00: 9.2 Service economy quiz
  			Fri Feb 18th 10:00: MODULE 2: Learning diary "Service economy"
  Module 3: Customer-Centric Service Systems
  16.2.	Customer experiences in service	Lemon Verhoef (2016) "Understanding customer experience throughout the customer journey"	Tue Feb 15th: Peer-review of Lemon Verhoef (2016) pre-reading presentation Wed Feb 16th 18:00: 16.2 Customer-centric service systems quiz
  23.2.	NO LECTURE - EXAM WEEK
  			Fri Mar 4th 10:00: MODULE 3: Learning diary "Customer-centric service systems"

  5

  Module 4: Service Solutions
  2.3.	Modularity of service solutions	Sturgeon (2002) "Modular production networks: A new American model of industrial organization"	Tue Mar 1st: Peer-review of Sturgeon (2002) pre-reading presentation Wed Mar 2nd 18:00: 2.3 Service solutions quiz
  9.3.	Case KONE Corporation	Rajala et al (2019) "The next phase in servitization transforming integrated solutions into modular solutions"	Tue Mar 8th: Peer-review of Rajala et al. (2019) pre-reading presentation Wed Mar 9th 18:00: 9.3 Service solutions quiz
  			Fri Mar 18th 10:00: MODULE 4: Learning diary "Service solutions"
  Module 5: Service Ecosystems
  16.3.	Service ecosystems	Adner (2017) "Ecosystem as a structure"	Tue Mar 15th: Peer-review of Adner (2017) pre-reading presentation Wed Mar 16th 18:00: 16.3 Service ecosystems quiz
  23.3.	Ecosystem design workshop 09:00 - 12:00	Read the ecosystem design toolkit handbook (see MyCourses).	Wed Mar 23rd 18:00: 23.3 Service ecosystems quiz
  			Fri Apr 1st 10:00: MODULE 5: Learning diary "Service ecosystems"
  Module 6: Service Transformations
  30.3.	Service transformation as an institutional change	Bhakoo Choi (2013) "The iron cage exposed"	Tue Mar 29th: Peer-review of Bhakoo Choi (2013) pre-reading presentation Wed Mar 30th 18:00: 30.3 Service transformations quiz
  6.4.	Industry example of an institutional change	Koskela-Huotari et al (2016) "Innovation in service ecosystems - breaking, making, and maintaining"	Tue Apr 5th: Peer-review of Koskela-Huotari et al (2016) pre-reading presentation Wed Apr 6th 18:00: 6.4 Service transformations quiz
  			Fri Apr 15th 10:00: MODULE 6: Learning diary "Service transformations"
  Group DLs: Course essay project DL Tuesday 19.4. Article review presentation DL: depends on the article but on Monday 23:00 before the lecture the article is a pre-reading for.

  7. COURSE WORKLOAD

  Learning content	Lecture attendance hours + lecture self-reflection and notes	10 x 2h + 10 h 1 x 3h + 1.5 h	34.5 h
  	Reading pre-reading material for the class + other learning content	9 x 2 h + 12 h	30 h
  Assignments	Learning diaries	6x3h	18 h
  	Quizzes	11 x 0.5 h	5.5 h
  	Peer-review of pre-reading presentations	8 x 1.5 h	12 h
  	Preparing pre-reading presentations (as part of group)	8h	8h
  	Group essay project (as part of group)	30 h	30 h
  	Total 137,5h (5 cr)		138 h

  
  

Assessment Methods and Criteria

• valid for whole curriculum period:

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

• applies in this implementation

  The course assessment is based on varied assignments, done both individually and in groups. There is no exam.

  The assignments and their respective weight in the assessment are as follows (the assignments are described in more detail later):

  Assignment	Notes	Weight
  Course essay project	Done in groups. Each group applies the course theoretic concepts, models, and frameworks in the context of restaurant and food service business, to both design a restaurant concept of their own and to analyse the wider restaurant service industry. DL is 19.4.2022 at the end of the course. Course essay project is assessed by staff.	35%
  Article review presentation	Done in groups. Each group prepares one videoed presentation of a lecture pre-reading article. DL is on the Monday before the lecture the article is a pre-reading for. Presentations are peer-reviewed by all other students.	10%
  Peer-reviews of article presentations	Done individually. Students will individually assess each article review presentation done by other groups than their own (8 in total). Presentations become available on Tuesday morning, DLs are on Tuesday evening. Reviews are assessed automatically based on how well they match with all the other assessments. This score may be adjusted by staff.	10%
  Article pre-reading	Done individually. Each student is expected to read a single pre-reading article before each lecture. Pre-readings are assessed in two ways: potentially in quizzes (see Quizzes) and in-directly through peer-reviews of article presentations (see next). Well read pre-reading -> better ability to peer-assess the presentation -> better score from the peer-review.
  Lectures	Done individually. Lecture participation and grasp of the presented

  2

  	learning content is assessed directly in Quizzes and in reflective learning diaries, and more indirectly in Course essay project.
  Quizzes	Done individually. There is a quiz after each lecture (11 in total). The quiz may cover issues from both the lecture and the pre-reading and assumes both have been studied. You have one (1) attempt at a quiz. There is a 20min time limit to complete the quiz after beginning the attempt. The quizzes consist of multiple choice or yes/no type of questions. The DL is at 18:00 on Wednesdays. Quizzes are scored automatically.	15%
  Learning diaries	Done individually. There is one learning diary per module (6 in total) where students critically reflect their lecture participation and the module learning content (lectures, pre-readings, and other possible materials). Lecture participation gives points. DL is on Fridays the week following the module. Learning diaries are assessed by course staff.	30%
  	NOTE: Although the assignment scores will be visible in MyCourses, MyCourses gradebook will not reflect your full and correct ‘percentage score’ i.e. you should not use it to estimate your performance or grade during or after the course. This is due technical limitations of MyCourses. Course staff will compile the grading outside of MyCourses and inform students of the grading in MyCourse separately.	100%

  
  

Workload

• valid for whole curriculum period:

  Lectures 32 h.

• applies in this implementation

  Learning content	Lecture attendance hours + lecture self-reflection and notes	10 x 2h + 10 h 1 x 3h + 1.5 h	34.5 h
  	Reading pre-reading material for the class + other learning content	9 x 2 h + 12 h	30 h
  Assignments	Learning diaries	6x3h	18 h
  	Quizzes	11 x 0.5 h	5.5 h
  	Peer-review of pre-reading presentations	8 x 1.5 h	12 h
  	Preparing pre-reading presentations (as part of group)	8h	8h
  	Group essay project (as part of group)	30 h	30 h
  	Total 137,5h (5 cr)		138 h

  
  

DETAILS

Substitutes for Courses

• valid for whole curriculum period:

  Substitutes for Courses

Prerequisites

• valid for whole curriculum period:

  Prerequisites

SDG: Sustainable Development Goals

8 Decent Work and Economic Growth

9 Industry, Innovation and Infrastructure

FURTHER INFORMATION

Further Information

• valid for whole curriculum period:

  Teaching Language : English

  Teaching Period : 2022-2023 Spring III - IV
  2023-2024 Spring III - IV

  Enrollment :

  Registration for Courses: In the academic year 2021-2022, registration for courses will take place on Sisu (sisu.aalto.fi) instead of WebOodi. Course size may be limited. Students are given priority as follows: 1) Master s students in Industrial Engineering and Management program, 2) students minoring in Operations Management, 3) exchange students in the Industrial Engineering and management programme, 4) other students

Description