Kaija 13 14. 9

Helsinki Metropolia UAS, FI (coordinator) http://www.metropolia.fi/en/Mälardalens högskola, Se http://www.mdh.se/Høgskolen Stord/Haugesund HsH, No http://www.hsh.no/english.htmPärnu College, Ee http://www.pc.ut.ee/en

25/6/13 1Helsinki Metropolia University of Applied Sciences

Promoting client-centred competence building [PROcompetence]

Logos

Programme

9.15 Welcome to Metropolia UAS, Mai Salmenkangas , Head of Degree Programme9.45 Presentations of the partners – a short presentation of your organization, your

interests and role in the PROcompetence project 11.30 Presentation of PROcompetence: Administrative issues (Budget, Contract,

evaluation and reporting), Kaija Matinheikki and Tiina Huotari

12.00 Lunch

13.00 PROcompetence: Moodle as an internal project database, room S 302 13.45- Workshop in two groups (S624 and a bigger room S510 )Activity A: Sharing the Nordic experiences on work placement courses in terms of collaboration with work life and higher education as well as client centered approach. (attached PROcompetence, pre-questions)

Coffee is served during the workshop Evening program: Dinner at restaurant Zorbas at 7.30 pm. (Läntinen Brahenkatu 4 from Hotel door turn left and walk 50 meters)

25/6/13 Helsinki Metropolia University of Applied Sciences 2

Purpose and overall objectives


New pedagogical approaches and methods for building Customer-centred competence and collaborative practices in the work placement contextof Higher education (HEI)In Estonia, Finland, Norway and Sweden

Defining currentworkplacement practices

Re-designing work-placement practices

Evaluating

Work-placementpaths

co-designers: teachers, tutors, customers

To promoteCustomer-centredcompetencebuilding…

Client-work

Lear

ning

Evaluating unmet needsfor customer-centredservices, SWOT

EValuating unmetneeds for learningcustomer-centredapproach, SWOT

Requirementsfor FutureService design?

Requirements for futuredesign in pedagogy, methods, curriculum?

Service Gaps

LearningGaps

Figure 1: PROcompetence visualised as a co-designing process

Evaluation (Process, Final report)

1-4 To which degree did the project meet its overall objectivesproduce the planned products (e.g. reports, publications, training material, courses) /Schedule, budget? 5. To which degree did the co-operation between the project partners meet its planned objectives? 6. To which extent has the project had a positive impact on the participating partner institutions/ organisations?


…the benefits that have been experienced by the participating organisations

7. Will project activities continue when Programmesupport is terminated? 8. How effective has the evaluation and/or dissemination of results of the project been. 9. To which extent have the results of the project benefited target groups outside the institutions? 10. Publications (list): please provide a list of publications made by the project 11. How do you evaluate your experience of working with the Nordplus programme


www.metropolia.fi/enkaija.matinheikki-kokko(at)metropolia.fi

Friday 14 September 2012

Focus on Activity B: A shared view of PROcompetenceA shared understanding on client-centered competence building is created. Shared objectives and selecting relevant context for practical implementation in each country. Each HEI specifies its pilot course (students' work placement course).

9.00 Workshop in one group continues (Coffee in between) 12.00 Lunch13.00 Concluding discussion and Next steps (Timetable for next

meetings, Doodle)14.00 Service Design tools for building client-centred competence

Olli Poutanen, Aalto University15.15 Concluding discussion continues

Coffee 13.30


Project activities

Focus on Activity B: A shared view of PROcompetenceA shared understanding on client-centered competence building is created (14.9. 2012)

Next task: Shared objectives (=client-centred work-placement design) and selecting relevant context for practical implementation towards in each country. Each HEI specifies its pilot course (students' work placement course).


The Nordic experiences on work placement courses (pre-questions, please, attach the answers in written form in the Moodle)

StrengthsCollaborative workInteractive and various methods for training (visiting workplaces, traingsupervisors, reflections, documentation, learning diary)Students as change actorsSupervisors trainedStudents’ tasks: Children in focusFlexibilityStudents’ interestCompetence of teachersStaff interest in workplacesContextual differences in interest, in normative framework (rights of clients)

Weaknesses/LimitationsCustomers are not enough includedStudents’ impact on customers, work communityWhat is valued by clients, students, work communities?Capability of clients to participate?Client? Business to Business, B to B to P (people, B to P (=customers)

–in terms of studentsNo evidenceThe needs of Individual client-whole group


Opportunities (SWOT)How do we use our strenghts?Customer-centred workplacement -design?(SE) ” multicultural families in focus” in kindergarten (excluded, vulnerable people), inclusion: ethical aspects(EE) Interactions between teachers and clients, client more in focus with students before their workplacements, the voice of excluded client’s, learning from client histories(FI) Social office Client-centered assigments,..Kindergarden: Focus on childrens’ views, experiences(NO) Cooperation with parents, childrens’ rights in focus in practice –how to be consideredPatients’ rights in focus implemented in practice


Concepts, terms

CUSTOMER The concept in kindergarten?, the user (of services)


Key issues for designing customer-centredworkplacement

(1 )What are the identified gaps between current practices and needsfor future design in custormer-centred workplacement available?EE, FI, NO, SE

13.9.2012 different expectations, perspectives and resistance to change: values, practical obstacles, policy, academic requirements pedagogy, methods, curriculum

Contextual analysis in each country (for nextmeeting)


?

Key issues for designing customer-centredworkplacement

(2) How do we bridge these gaps? towards customer-centred workplacement design

Step 1 Defining of current needs for learninga) 13.9.2012 Nordic ideas adn analyses produced in the meetingFor next meeting (Sweden):

next b) contextual analysis in each country. Step 2 13.9.2012 Evaluating challenges for innovative approach at the Nordic level and

next b) in each countryStep 3 Gap analysis and Scenarios of how to target the identified

gaps.Step 4 Enabling collaboratively realised workplacement design

solutions


Table: A framework guiding Education & Development for customer-centredworkplacement design (PROcompetence)

FOCUSWorkplacement design

BEFORE DURING AFTER

CustomerInteractions

DefinitionTeacher, studentsworkplace tutors , customers

Understanding of thecustomer centred approach

Evaluation

Evaluating diverse experiences of client-centredapproach

Gap Analysis and innovation paths Contextually tailored workplacementideas and programmes for client-centred workplacemnet design

InstructionApproach, Methods

The current needs that areaimed to meet by the workplacement

Learning processes e.g.• Fieldvisits• Reflections• Client feedback

Ideas for tools, methods and thinking in instruction

AssigmentsLearning tasks Functionality of the tasks Ideas for customer-centred

assignments

Curriculumdesign

Indicators for customer-centred approach

Functionality of the indicators Needs for development

Re-thinking Methods and Customerparticipation? Collaborative approach ?

e.g.

Collaborative Video –project: Day care, hospital, social servicesfrom the perspective of clients…

InterviewObservation

Interview

Customer-driven

Inno

vativ

enes

sof

met

hods

Customerobserved

Customer empowermentThrough innovative methods

Trad

ition

ally

esta

blis

hed

Inno

vativ

e

Empathic tools

Co-operation between the project partners


Nordic Meetings and Seminars Place

Suggestion for dates

Finland 13-14.9.2012

Sweden 28-29.11 Eskilstuna

Norway 4-5.4.2013 Haugesund

Estonia 9-10.9.2013Pärnu

SKYPE, Moodle

Participants

Estonia: Kandela Õun, Valter Parve, Anne RähnFinland: Merja Reijonen, Anna-Riitta Mäkitalo, Tiina Huotari, Kaija Matinheikki-KokkoNorway: Tarja Tikkanen, Marta Sinnerud, Ingrid LindaasSweden: Pirjo Lahdenperä, Marja-Terttu Tryggvason, Anne Lillvist


Documents

Kaija 13 14. 9