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2020/2021  BA-BSSIO2001U  Service Development, 2nd year project: Service and Innovation

English Title
Service Development, 2nd year project: Service and Innovation

Course information

Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Bachelor
Duration One Quarter
Start time of the course Fourth Quarter
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for BSc in Service Management
Course coordinator
  • Adriana Budeanu - Department of Management, Politics and Philosophy (MPP)
Main academic disciplines
  • Innovation
  • Service management
Teaching methods
  • Blended learning
Last updated on 09-04-2021

Relevant links

Learning objectives
  • To explain and apply main concepts and processes related to service development
  • To identify and critically analyse factors that influence the success of service development
  • To select and apply concepts from the course to specific cases
  • To develop, motivate and present a project that explains the relevance of and the methodology for the development of a specific service
Prerequisites for registering for the exam (activities during the teaching period)
Number of compulsory activities which must be approved (see s. 13 of the Programme Regulations): 1
Oral presentations etc.
In order for students to participate in the final examination of the course, it is a condition that a video presentation, made in a group, has been submitted and passed by a set deadline.
A detailed description of the compulsory activity will be given in the beginning of the course.

If a student that has submitted the video group presentation within the set deadline, but failed to pass the video group presentation, the student will be offered a make-up activity for the failed presentation, that must be passed within a new set deadline prior to the ordinary exam.

However, it is a precondition that the student has made an attempt to pass the video group presentation within the first set deadline, unless it can be documented that lack of submission/participation was caused by illness or similar circumstances

For the students who failed to submit the video by the specific deadline (caused by illness or similar circumstances only), the make up activity will be to submit the video (no more than 7 days later) together with a 3-5 pages essay where they explain the links between the video and the theoretical content of the course.
Service Development, 2nd year project: Service and Innovation:
Exam ECTS 7,5
Examination form Oral exam based on written product

In order to participate in the oral exam, the written product must be handed in before the oral exam; by the set deadline. The grade is based on an overall assessment of the written product and the individual oral performance.
Individual or group exam Individual oral exam based on written group product
Number of people in the group 3-4
Size of written product Max. 20 pages
Assignment type Project
Written product to be submitted on specified date and time.
20 min. per student, including examiners' discussion of grade, and informing plus explaining the grade
Grading scale 7-point grading scale
Examiner(s) Internal examiner and external examiner
Exam period Summer
Make-up exam/re-exam
Same examination form as the ordinary exam
If the student has participated in the written group project for the ordinary exam, but has been ill at the time of the oral exam, the re-examination is conducted on the basis of the group project that has already been handed in.
However, a copy of the project for the ordinary exam MUST be handed in for the re-exam within a specified time.

If the student has participated in the written group project for the ordinary exam, but not passed the oral exam, the re-exam is normally conducted on the basis of the project that has already been handed in. However, the student may choose to hand in a new, individual project within a specified time.

NB! The student must clearly state at the frontpage of the project, if the product is the IDENTICAL to project handed in for the ordinary exam, or if the student has chosen to hand in a NEW PROJECT.

If the student has not submitted the written group project for the ordinary exam, the student may participate in the oral re-examination, if the student hands in an individual project within a specified time.

The student cannot claim supervision hours in connection with the retake/ reexam.
Description of the exam procedure

The final output of the course is a group project which is also ending the 2nd year. The project will be evaluated in terms of academic content, structure and presentation (academic writing skills), taking into account that the academic content must be given preference. The student’s linguistic abilities may be included in the final assessment of the project.


The assessment of performance includes the combined evaluation of the written group project and the individual performance in the oral exam. The oral examination takes a point of departure in the group project but also examines the project's relations to theory and models from the syllabus.


Course content, structure and pedagogical approach

Societies, economic environments and culture change over time, creating dynamic conditions in which organizations and particularly businesses, need to work, survive and prosper. This course will examine and discuss factors that drive the creation or transformation of services, by exploring entrepreneurial and creative processes in various service settings. Besides an obvious element of creativity, the course will investigate and analyse the adaptation of services to shifts in customer needs, stakeholder demands and other contextual conditions. The course combines a series of theoretical discussions with applied work, and aims to provide students with the competences required to experiment with service development processes. The course will lead to the 2nd year project, where students are expected to present ideas, provide arguments for their relevance and reflect on their creative own experience.

Description of the teaching methods
This course is delivered through a mixed format of lectures and applied workshops. While theoretical classes are dedicated to the contextualization of service development as part of service management and business education, applied sessions will focus on the experimentation with various steps in the creative process, offering opportunities for groups to test and refine their project ideas. Work produced during the applied workshops will contribute to the final project, therefore, in order to obtain the best results, students are encouraged to attend all lectures and workshops.

Students are responsible for creating their own working groups in the beginning of the course and for maintaining a respectful collegial collaboration throughout the course and the project writing. In order to register for the 2nd year project, students must upload the working groups on Digital Exam by a given deadline. Students that miss the deadline for uploading groups, cannot be included in the 2nd year project exam. Students that fail to form a group by the given deadline, will be randomly grouped by the course administrators. Groups of 1 and 2 students are not accepted for this course.

Groups working on their 2nd year project can request, on their own initiative, supervision support. In order to enroll for supervision, groups must submit a problem formulation for their project, by a given deadline (more details in the "2nd Year Project Guidelines"). Groups that submit poor or no problem formulation, or submit after the given date, cannot be guaranteed a supervisor.
Feedback during the teaching period
Feedback (both lecture and peer-to-peer feedback will be given in class after student presentations throughout the course. Furthermore, students can get oral feedback on their learning progress in the Office hours. Feedback is given partly based on evaluation criteria similar to those you are assessed by in the final exam-presentation. It is the student´s responsibility to book time for this type of feedback with your teacher.
Student workload
Lectures and applied sessions 32 hours
Study and preparation for class and exam 90 hours
writing the 2nd year project and examination 84 hours
Expected literature

Will be announced prior to the start of the course.

Last updated on 09-04-2021