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| 4.1.1.3 AE16 BUSINESS PROCESSES 19 CR |
AE1600
Process Approach in Business
3 CR compulsory
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AE1601
Information Technology as a Tool
2 CR compulsory
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AE1602
Working in Simulated Business
2 CR compulsory
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AA1603
Kundservice och
kundkontakter
1 CR compulsory
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AE1606 Customer Driven Product Development
3 CR compulsory
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AE1607 Working in Simulated Business/
Development of Processes
3 CR compulsory
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AE1612 Information Processes
3 CR compulsory
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AA1608
Exportkontakter
1 CR compulsory
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AA1613
Business Communication
1 CR compulsory
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Objective
The student will adopt and apply the principles of process thinking and will understand the resulting added value to the customer. The student will be able to work with the organisation’s processes and will be able to analyse, plan and develop the processes in accordance with the strategic goals. The student will develop interpersonal skills and communication skills to add success factors.
Study entity
Business Processes is based on the principles of process management. According to these principles, different types of processes form the basis for the activities and direction of an organisation. These processes extend throughout the entire mechanism. They are often classified as core processes of business operations, adding value and support at all levels. The descriptions of operational core principles may vary greatly from one company to another.
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| AE1600 Process Approach in Business 3 CR |
Objectives
The student will adopt the principles of process thinking and will understand the benefits of application to the customer. The student will understand the significance of different client groups involved in business operations and will be able to describe the operations of an organisation by preparing ‘a model’ of these operations and processes.
Content
Customer Processes/ Public Relations/ Profiling Different Target Customer Groups/Logistics in Relation to Profitability and Customer Satisfaction/ Purchasing in Domestic and International Markets/ Negotiations/Warehousing and Transport/Accounting and Finance as Process
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| AE1601 Information Technology as a Tool 2 CR |
Objectives
The student will be able to operate a personal computer in a MS-Windows environment and will be able to utilise the most common pc office applications.
Content
Integrated Use of Applications as Required to Reach the Objectives.
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| AE1602 Working in Simulated Business 2 CR |
Objectives
The student will form notions of the operating procedures on a practical level and will learn how to make use of information technology. The student will develop team working skills, people skills and communication skills in work environment.
Content
Working in Customer Service and in Logistic Processes - e.g. Purchasing and Selling/Customer Service and Liaison/Cash Flow and Processing Payments/Recording Daily Business Transactions/Accounting for Inventory/Accounting for Payroll/Performance Indicators/General Office Procedures/Preparing Statements and Reports/Spoken and Written Communication
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| AA1603 Kundservice och kundkontakter 1 sv |
Mål
Att klara sig i olika kundbetjäningssituationer och behärska det språkbruk som används i logistiska processer.
Innehåll
Kundbetjäning med hänsyn till olika målgrupper. Telefonkontakter och skriftliga kontakter som anknyter till beställnings- och leveransprocesser.
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| AE1612 Information Processes 3 CR |
Objectives
The student will be able to recognise the information necessary for development work and will be able to transform the need for information into questions. The student will recognise different information sources and will be able to use them in a diverse way. The student will develop the skills to produce reports and to draw conclusions and write briefs.
Content
Information Sourcing/Principles of Critical Approach to Work Development/Use and Sources of Qualitative and Quantitative Information/Critical Approach to Information Sources/Information Users and their Needs/Models and Frameworks in Research
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| AA1605 Kundenbedienung und Kundenkontakte 1 Sw |
Ziel
Der Student/die Studentin beherrscht verschiedene Situationen im Bereich der Kundenbedienung und kennt die wichtigsten sprachlichen Formulierungen zur Durchführung der logistischen Prozesse.
Inhalt
Kundenbedienung, Telefonische und schriftliche Kontaktaufnahme im Rahmen der Importtätigkeiten, Bestellungs- und Lieferungsprozesse.
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| AE1606 Customer Driven Product Development 3 CR |
Objectives
The student will be able to make by her/himself, and as a member of a group, innovative product decisions, as well as decisions concerning other parameters of marketing together with the client.
Content
Competitiveness/Marketing mixes/Quality of Goods, Services/Product Development Process/Legal Issues - Legal Protection, Product Liability/Profitability Calculations/Cost Drivers/Cost Centres/Product Costing/Activity Based Costing/Estimation on Product Life Cycle/Testing/Test marketing and Launching New Product /Environmental Thinking Based on Life-Cycle Concept.
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| AE1607 Working in Simulated Business/Development of Processes 3 CR |
Objectives
The student will understand, how to analyse, plan and develop processes. The student will gain experience through managing a simulated enterprise, a project or a campaign. The student will be able to analyse follow-up information, to recognise areas for development in processes and to use his/her own knowledge on the sequential stages on the planning process. The student will understand the effect of change (e.g. internationalisation/
export) on the processes. He/she will be able to act in the different phases of the development process. The student will be able to develop personnel resources in line with the objectives of the organisation. He/she will develop co-operation and interaction abilities. The student will be able to manage the communication and practices linked to export business in international markets.
Content
Analyses as the Grounds for Planning and Development/Recruiting/
Motivation and Development of the Personnel/Setting-up Export Functions/Finance/Communication in the Order-Delivery Process/Budgeting Process/Profitability/Planning Meetings
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| AA1608 Exportkontakter 1 sv |
(Perioden hör ihop med perioden ”Att arbeta i ett övningsföretag/
utvecklingen av processer samt att skapa kundrelationer” )
Mål
Att klara sig i exportverksamhet förekommande kontakter samt kommunikation förknippad med att skapa och upprätthålla kundrelationer.
Innehåll
Muntliga och skriftliga exportkontakter, att skapa och upprätthålla kundrelationer på den internationella marknaden enligt företagets mål och situation (mässa, direktreklam, säljbrev), att motta kundrespons och reagera på den.
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| AA1610 Exportkontakte 1 Sw |
Ziel
Der Student/die Studentin beherrscht die zur Aufnahme und Durchführung der Exporttätigkeiten und zum Aufbau von Kundenbeziehungen notwendigen sprachlichen Redewendungen.
Inhalt
Schriftliche und mündliche Kontaktaufnahme im Bereich der Exporttätigkeiten, Kontaktherstellung und Kontaktpflege auf dem internationalen Markt (z.B. Messen, Direktmarketing und Verkaufsbriefe sowie Entgegennahme der Kundenreaktionen und eigene entsprechende Reaktion auf diese).
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| AA1613 Business Communication 1 CR |
Objectives
The student will be able to successfully handle different situations related to customer service and to master the essential terminology of logistic processes. On completion of the course, the student will be able to handle various aspects of export trade and successfully liaison at a business level with customers.
Content
Written and Oral Communication in Importing and Exporting/Creating and Maintaining Customer Relations in the International Market/Customer Service taking into consideration different Customer Groups/Communication and general Information Technology in relation to Importing/ Activities involved in Order and Delivery Processes.
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