Time: Students can start their studies approximately within a week after enrolling on this course. The estimated time for completing this course is two (2) months. Notice that the first nonstop start is on 21 January 2025.
Please notice that Xamk’s lecturers do not assess completed courses nor enter the course assessments in Xamk’s record of credits (Peppi) during their non-teaching periods. Completed courses will not be assessed between 2 June and 17 August 2025.
Place: Online studies
Extent: 5 ECTS credits
Target group: Everyone interested in the topic
Please notice that from September 1, 2024 onwards, only students with a Finnish social security number (i.e. a personal identity code) can start their studies on Xamk Pulse’s courses. You can read more here.
Course is completed independently.
Credited in degree at Xamk: All bachelor level degrees
Area of competence mentioned in Curriculum: Optional studies
Enrolment by: 26 October 2025. This is a nonstop start and students can start their studies approximately within a week after enrolling on this course.
Price: Free of charge
Note that you can enrol for Open UAS studies at the maximum of 50 ECTS credits per semester. One person’s enrolments exceeding 50 ECTS credits are deleted in the enrolment order. Paying attention to this is important when planning your studies.
Please also notice that
Xamk degree students cannot enrol on Open UAS courses.
Path students enrol at Peppi or Tuudo only for study courses included in path studies. Check your invitation letter for more detailed instructions for your own path study.
Learning outcomes:
By the end of this course, students should be able to
- know and understand basics of customer service design,
- know and understand basics of service quality,
- know and identify factors of service quality,
- understand impact of quality on customers and on business success,
- visualize customer journey map,
- use service quality measuring tools,
- now basics of process thinking and terminology in that field,
- understand meaning of processes in business development,
- know how to visualize service business,
- understand basics of measuring service processes.
Contents and methods:
Service design and planning of service processes are business key factors. Quality of customer service is based on those things. Knowing basics of service design and planning of customer service processes you can develop company activities and make them more efficient from customer point of view.
The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will have different kind of assignments which you have to pass to be able to perform the course.
The topics of the course are the following:
- Service quality,
- Service design,
- Basics of process thinking,
- Visualization of processes,
- Basics of measuring service processes.
The course covers 5 ECTS credits, totalling 135 hours of student work. The number of hours is theoretical and varies according to student effort.
Please notice! This course covers the previous courses AV00EI30 Customer service design and quality of service (2021-2022) and AV00ER68 Customer service process planning (2021-2022) as well as AV00ER67 Service design 1: Customer service design and quality of service (2023-2024) and AV00ER68 Service design 2: Customer service process planning (2023-2024)!
Study material: The study material is on Learn platform.
Assessment: Accepted/Failed
Feedback from the students as they answered the question 'What contributed to your learning?'
- The fact that I was able to study at my own pace.
- The method is great way to learn and it is really supportive. The material and the exams gave me confident of my knowledge gaining. I like the way the course is designed. Simply excellent!!!
- The course has close relation to my career path.
- The course is overall good. I think sufficient content and assessment method so no need to change.
- In my view the course was very perfect. I would'n add anything more in it.
The Transcript of records will be delivered automatically by email in PDF form. You can read more about the The Transcript of records on: Information on Open UAS, Xamk Pulse studies.
This course is based on the curricula of Xamk's degree programmes and the Finnish credits are fully compatible with the ECTS.
Additional information on enrolment:
Xamk Pulse, email: openstudies@xamk.fi.
Terms of cancellation:
If you are not able to participate in the course, please let us know as soon as possible by email openstudies@xamk.fi.
Before the course starts, you'll receive an invitation by email to this course.
Please note that there can be changes in the course details in terms of the timetable and teachers, for example.
South-Eastern Finland University of Applied Sciences is audited by the Finnish Education Evaluation Centre (FINEEC).