Curricula
Description
| OG00DB90 | Strategy, management of custome relationship and processes (5 cr) |
| Prerequisites | Not applicable |
| Objectives | 1. The student explains the dimensions of strategic thinking and strategy as a process and practice. 2. The student will evaluate different types of customer relationships and networks as a strategic success factor for an organisation in a changing environment. 3. Analyse the importance of process management and performance management and the role of staff in process development and continuous quality improvement. 4. The student will evaluate, on the basis of evidence, a management or operational management process of his/her choice. 5. The student will analyse his/her growth as a manager from the perspective of customer needs and processes. |
| Content | The role of strategy in management, strategy formulation and strategy process, customer relationships in different social and health care services, customer understanding, customer management models, linking employee experience to customer experience, value/customer promise, most common quality management principles and development methods, process management and performance management as part of quality management, Lean - thinking, evidence-based operations, participatory staff as part of process and quality development |
| Recommended optional programme components | If necessary, the student advisor will recommend optional programme components for each student based on their individual study plan. |
| Accomplishment methods | Not applicable |
| Execution methods | - workshop working - individual and group work - Literature study and written assignments - a management skills diary, for example a video diary, blog post or other innovative methods. The workshops will be conducted remotely. |
| Materials | Not applicable |
| Literature | Not applicable |
| Evaluation Criteria | 0-5 |
| Evaluation Criteria |
satisfactory (1-2) 1. The student describes the strategy and strategy process of an example organisation. These will be examined in relation to national theoretical knowledge, but will be considered in isolation. Students will draw on research and expert sources, with a focus on expert knowledge. 2. The student will define the key concepts of customer relationship management and identify different customer and service paths in an example organisation. The student will identify the key networks for customer relationship management. 3. The student will describe the basic principles of process management and operations management in an example organisation. The student will identify methods for involving staff and customers in process and quality development. 4. Based on evidence-based knowledge, identify process improvement needs in management or operations management. 5. Students will describe their own growth as a leader in terms of customer and process management. In reflecting on these issues, the student will draw on research and expert knowledge (with a focus on expert knowledge) and discussions with a leadership mentor. good (3-4) 1. The student describes and evaluates the strategy and strategy process of an example organisation and their relevance to the business. The review will draw on national and international research and expertise (with a focus on national research), on which the strategy of the example organisation will be reflected. 2. The student will define the key concepts of customer relationship management based on national and international research. The student will produce a description of different customer and service pathways and justify the importance of networks in the management of an organisation. 3. The student will examine a wide range of process management and operations management through an example organisation. The student will present ways of involving staff and customers. 4. The student will describe in a comprehensive way the needs for process development in management or operations management, drawing on research and expertise, with a focus on national sources. 5. Students will analyse their own growth as leaders from the perspective of customer and process management. In reflecting on these issues, the student will draw on national and international research and expertise (with a focus on international sources) and reflect on discussions with a leadership mentor and on his/her own performance as a leader. excellent (5) 1. The student describes in a multidisciplinary way and critically examines the strategy and strategy process of an example organisation. The review will draw on a wide range of national and international evidence or best available expertise, with a focus on international sources. Critically reflect on the organisation's strategy work in relation to this knowledge. 2. The student will define the key concepts of customer relationship management in a comprehensive way, drawing on national and international research and expertise. Students will produce innovative descriptions of different types of customer, service processes and key networks. 3. The student will reflect in a comprehensive and critical way on the management of processes and the role of operations management as part of quality management in an organisation through an example organisation. The student will evaluate methods of employee involvement and their role in the development of processes and quality in his/her own organisation and in general. 4. The student will suggest needs for process development in management or operations management and plan how to develop the process in an evidence-based way, drawing mainly on international research sources. 5. Students will reflect broadly and critically on their own growth as leaders in terms of customer and process management. In reflecting on these issues, the student will draw on a wide range of international evidence-based knowledge and discussions with a mentor leader, and will draw conclusions from these in order to develop his/her own leadership approach. |
| Assessment Frameworks | Not applicable |
| Further Information | Not applicable |
| Responsible persons | Not applicable |
| Links | Not applicable |
Implementations
Show old implementations
- 05.10.2023 - 31.03.2024 (OG00DB90-3003 | KAS23SY, HYD23SYSOTE, AJE23SY, PLK23SYSOTE, KLA23SY, SJK23SY)
19.5.2024 18:44:49