Human Resources and Competence Development as Competitive Advantage (5cr)

Evaluation scale

H-5

Content scheduling

This course is in English.
Strategic Management and HRM in Service Industries
Leadership versus management on operational level
Employees' competence development
Recruiting and Orientation of new employees
Use of Technology in Services Encounter

A visiting professional: Lila Hamberg, StaffPoint ( 23.9.25), as scheduled.
Telle Tuominen 10.10. at 8 - 10 and 7.11. 9-12, as in schedule

Objective

Upon completion of this course, the students is able to
- distinguish between strategic management and operational management decisions
- distinguish between leadership and management approach at company and destination level
- recognize the role of HR, use of technologies, competence development, and occupational wellness in tourism and hospitality industry
- explain the importance of soft skills in work community and customer contacts

Content

- Leadership and developing employee competencies and occupational wellness
- Adaptability, problem solving, conflict resolution and teamwork
- Standardized processes, service standards and technology in customer encounters

Materials

Dessler, Gary (2019). Human Resource Management, 16th edition, Harlow: Pearson Education.
OR
Dessler, Gary (2017). Human Resource Management, 15th edition, Harlow: Pearson Education. (available online in FINNA)

Johnston, Clark and Shulver. 2021. Service Operations Management. Improving Service Delivery. 5th edit. Pearson. e-book, available online in FINNA. Chapters: 9 Measuring, controlling and managing; Chpt.10 Managing people; Chpt 12 Driving continuous improvement.

Articles provided in its learning platform.
Lecture material and slides and material in Itslearning.

Teaching methods

Flipped Learning (means students prepare topics prior the contact sessions), learning circles, case studies, lecturing

Exam schedules

There will be two short tests during the course.
1) October 21st at 1:00 p.m.; assessment 0-2 points
2) November 18th at 8:30 a.m.; assessment 0-2 points

If both tests are 0 points, there will be one retake at the beginning of December (December 2), assessment 0-2 points.

The test points will be counted as part of the total points for the course.

Pedagogic approaches and sustainable development

The student studies most of the concepts at home (individual assignments and team assignment). Important parts of the contact sessions are used to work on case studies.
CSR is part of employee wellbeing, leadership and recruiting.

Completion alternatives

There are no alternative possibilities offered. If you think you are qualified to cover the course with prior knowledge, make sure to contact the teacher within August to asses and discuss the situation. An extensive written exam in class can be considered.

Student workload

2 small exams (on prior given and defined text from the book Johnston, Clark and Shulver. 2021. Service Operations Management. Improving Service Delivery. 5th edit. Pearson. e-book, available online in FINNA.)
2 individual, reflective assignments, AI use not allowed to do the task for you.
Peer reviews (2) of the individual assignments (No AI use)
Team assignment (by Telle): The interplay of human resource management and new technologies & peer review

Contact lessons: 25h
Studying reading materials and preparation for the exam ~ 50/70h
Working on assignments and peer reviews ~ 40-55h

Evaluation methods and criteria

All the components (individual assignments, peer reviews…) of this course will be graded as follows:
Fail (0pts)
Pass / accepted (1pts)
Good (2pts)
Excellent (3pts)
Peer review: Narrow and limited (1 pts), Content commented well (2 pts).

Points maximum:
• 2 individual assignments: 6 points maximum
• 2 peers reviews: 4 points maximum
• 1 team assignment 4 per team: 3 points maximum, Self-, peer- and teacher evaluation
The exam 1 - 5 points (or failed)

The points translate as follow for the final grade:
• 15 - 17 points = grade 5
• 12 - 14 points = grade 4
• 9 - 11 points = grade 3
• 7 - 8 points = grade 2
• 6 points = grade 1
• 5 points and below = fail
Note: The two individual assignments, a result in one test and the team assignment are compulsory to be able to pass the course. Missing a peer review is not disqualifying, it only affects negatively the final grade.

Failed (0)

The total points are not sufficient to pass the course.
Required assignments are 3 and one test result. One missing compulsory assignment (or one passed test) results to failed evaluation.
The student has demonstrated very limited knowledge and understanding of the main areas of the course. The student shows difficulties in applying his/her knowledge and understanding of the course content. The student demonstrates very little ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student has difficulties in communicating his/her ideas to others. Several parts of the text or presentation are unclear.

Assessment criteria, satisfactory (1-2)

The student has demonstrated limited knowledge and understanding of the main areas of the course. The student shows some difficulties in applying his/her knowledge and understanding of the course content. The student demonstrates little ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student has difficulties in communicating his/her ideas to others. Some parts of the text or presentation are unclear.
Total points from this course are 6.

Grade 2 covers whole of grade 1 and parts of grade 3, and points are 7 - 8 points.

Assessment criteria, good (3-4)

Grade: 3
The student has demonstrated good knowledge and understanding of the main areas of the course. The student demonstrates an ability to apply their knowledge and understanding of the course content. The student demonstrates the ability to gather and interpret relevant information and the ability to make overall evaluations and summative reflections. Outputs include contextual reflection and outputs follow the task of the assignments. Student is able to communicate his/her ideas to others in a clear and professional manner. Most of the text is clear and well written.

Total points for the course are 9 - 11.

Grade 4 covers whole of criteria for 3 and parts for grade 5 and points for the course are 12-14.

Assessment criteria, excellent (5)

The student has demonstrated very good knowledge and understanding of the main areas of the course. The student shows s/he can apply his/her knowledge and understanding of the course content. The student demonstrates very good ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignments. The student is able to communicate clearly his/her ideas to others in a professional way. Most of the text is clear, well written in professional language and logical in content. Use of theories and knowledgebase is evident.

Total points for the course are 15 -17 points.

Further information

Its learning platform has all information and material.