Service Operations Management in a Wellness Company (5 cr)

Evaluation scale

H-5

Content scheduling

After completing the course the student can:
- Distinguish different areas of strategic management and their influence on operational management decisions
- Recognize the role of HR in hospitality industry
- Relate to the importance of Corporate Social Responsibility (CSR) and sustainability in wellness tourism.
Contents:
- Specific areas of strategic and operational management in wellness business context
- Leadership and developing employee competencies
- Orientation and induction in hospitality sector
- Responsible tourism and CSR

PLEASE NOTICE THAT DUE TO COVID -19 CHANGES MAY OCCUR
1.9. Introduction, implementation (AK & SS), CSR keynote (SS) and forming of work groups
Afternoon: Independent work Theme: Ecology, well-being and tourism
8.9. Visiting lecture and group work (SS)
Afternoon: independent work on theme; Sustainability and wellness business
15.9. Orientation, learning and leadership - Key note (AK).
Afternoon: independent work on theme; Leadership and orientation of staff into new concepts and ideas
16.9. Reservation to co-operation meeting with YH Novia
22.9. Leadership Keynote (AK).
22.9. Presentation of preliminary plans of the field trip to Nauvo and Korppoo visiting tourism companies: What, who and how? (SS & AK)
29.9 Group work continues with Susanna in the class (SS)
Afternoon: Independent work on theme; Leadership and motivation.
1. 10 - 2.10. Field trip at Nauvo & Korppoo (SS)
6.10 Standards and concepts (AK)
Week 42 – no teaching
Week 43 preparing for exam (individual work)
27.10. Online exam on thematic of the course. (SS & AK)

Objective

After completing the course the student can
- Distinguish different areas of strategic management and their influence on operational management decisions
- Recognize the role of HR in hospitality industry
- Relate to the importance of Corporate Social Responsibility in wellness tourism.

Content

- Specific areas of strategic and operational management in wellness business context
- Leadership and developing employee competencies
- Responsible tourism and CSR

Materials

UNWTO. 2019. Tourism Definitions. (To be found in Optima, course platform)
UNWTO. 2018. Exploring Health Tourism. Executive Report. (link)
Johnston, R.; Clark, G.; Shulver, M. 2012. Service Operations Management - Improving Service Delivery. Fourth Edition (Chapters 3,4,6,10,11 and 14)
Sloan, P. Legrand W. Chen J.S. 2009. Sustainability in the hospitality industry. Principles of Sustainable Operations. (Chapters 1, 8,9,10 and 11)
Dessler, G. 2013. Human Resource Management. Thirteenth Edition. Pearson. (Chapters 8, 9 and 10)
And all material given in the lectures and key notes to be found in Optima course platform.

Teaching methods

Team work, key learning notes, independent work in groups, independent research and preparation, educating working life.

Exam schedules

27.10. Online exam on thematic of the course. (SS & AK)
Two re-sits are possible within the semester

Pedagogic approaches and sustainable development

Teaching at TUAS is based on #Innopeda, a learning method developed at TUAS. It is based on experimenting, sharing know-how and combining different approaches. With Innopeda we connect teaching, research and development activities, internationality, and cooperation with working life. Read more at: https://messi.turkuamk.fi/english/Studying/studying-at-turku-uas/Pages/Innovation-pedagogy.aspx and https://innopeda.turkuamk.fi/uploads/2019/11/innopedaopsnewbl.jpg

Specific innovation competencies enhanced during this course:
Internationalization
Sustainable future as a target
Activating learning and teaching methods

Student workload

5 credits = 133hrs of student work
Contact hours: 33hrs
Independent, group and online work 100hrs

Evaluation methods and criteria

Preparation of and participation in the reporting of Nauvo & Korppoo field trip. Including self, peer and teacher evaluation in scale 1-5 (50%)
Online exam evaluated 1-5 (50%)

Failed (0)

Poor participation of less than 75% of the contacts and very poor participation into group work and/or failing the exam.

Assessment criteria, satisfactory (1-2)

The knowledge basis the student/group presents is one-sided and its application in the "group work (Nauvo & Korppoo)" is insufficient with regard to the commission. The presentation and the report are weak and some of the targets are not reached.
The output is to some extent combining matters in a logical manner, but missing some important points.
The student has passed the exam with poor mark and/or has absences from contact lessons and/or group meetings.

Assessment criteria, good (3-4)

The student/group acts independently, has done adequate information search and utilizes the know-how in the field. The output develops the operational performance and is presented in logical manner and suited for the topic.The output contains critical thinking and the workings are active.

Assessment criteria, excellent (5)

The student/group utilizes the entire group’s resources and competence in a creditable manner to achieve or even exceed the targets. The student/group can analyse different solution alternatives critically and can structure the output in a harmonious entity, taking the different viewpoints into account. The student/group has received feedback in a constructive manner and utilized the feedback when preparing the final report. The group’s working is dialogic and it develops all participants’ competence and know-how.
In addition to excellent group work student has been active in the contacts and has passed the exam with minimum of 4+ .