Time: You can start your studies within a week after enrolment. The estimated completion time for this course is two months. Please note! The course opens and you can start your studies 19 January 2026!
Enrollment for the spring courses is open till 14 June 2026, and you can start your studies within a week after enrollment. This course is also available in fall – enrollment opens in June and the first start is in August 2026.
Please note that lecturers will not provide guidance or assess courses between 1 June and 16 August 2026.
Place: Online studies
Scope: 5 ECTS credits
Target group: Anyone interested in the subject
This course is completed independently online on Learn digital learning environment.
Please notice that 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.
Credited in degree at Xamk: All bachelor level degrees
Area of competence mentioned in Curriculum: Optional studies
Enrolment by 13 December 2026, when there are approximately 2 months left to complete the course.
Fee: Free of charge
You can enroll for Open UAS studies for a maximum of 50 credits per semester. Enrolments that exceed 50 credits will be removed in the order of enrolments.
Xamk’s degree students who are present or absent cannot enroll for Xamk Pulse’s courses. Enrolments by Xamk’s degree students will be removed without separate notification.
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:
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 topics of the course are the following:
- Service quality,
- Service design,
- Basics of process thinking,
- Visualization of processes,
- Basics of measuring service processes.
Methods:
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.
A five-credit course corresponds to approximately 135 hours of student workload. The number of hours is theoretical and varies depending on the student’s 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.
We will inform you about the implementation of the course by email. If you do not receive the message, please also check your spam!
Additional information on enrolment
Xamk Pulse, openstudies@xamk.fi.
Cancellation
If you do not start your studies, please inform us so that we can remove you from the course. This way, there will be no record of the course you did not complete. Cancellations should be sent to avoinamk@xamk.fi.
Transcript of records
The teacher has one month to give a grade after the student has completed all learning tasks. We will send you an electronically signed transcript of records within about a week after you have received the grade in the Peppi system. The transcript serves as a document if, for example, you are applying for credit for your studies at another university. Studies can also be credited at Xamk if you come to us as a degree student. See more on our website 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.
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).