Customerships and Process ManagementLaajuus (5 cr)

Objective

The student shall be able toknow the strategy process and be able to explain the significance of strategy as a management toolemploy ethical responsibility in administrative operating processesmaster management in the change processes of a service system and the processes of strategic management and their significance in change managementdevelop and manage customerships operating in different service processes in a social and health care service organisationbe able to develop organisational operating processes and evaluate operating quality and become familiar with the methods of quality controlThe student shall be able toexplain concepts relating to the management and development of service processes in a social and health care organisationapply the most central theoretical trends and research data of operations management and work community development as the basis of his or her own management competencedevelop customer-oriented service processesexplain the significance of strategy as a management tool as well as the foundations of a strategic process and its implementationexplain change management and master the internal and external communication of an organisation required by change managementevaluate and develop the quality of operations and become familiar with the essential methods in quality managementrecognise ethical responsibility in administrative operating processeschoose marketing and communication as part of organisational development and management

Content

The student will initially explore the difference between leadership and management in order for the concept to be well formed and understood. The module will examine the term leadership from a philosophical, psychological, social, spiritual and ethical stance. Various theories of leadership will be offered for critical analysis and application. The skills necessary for leadership will be covered. The analysis of the power structures and cultures, which are found in health services, will be explored in order to place leadership in a wider context. Customer-orientation and different customerships will be emphasized during the course.