1. 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.htm
Pärnu College, Ee http://www.pc.ut.ee/en
25/6/13 1Helsinki Metropolia University of Applied Sciences
Promoting client-centred competence
building [PROcompetence]
Logos

2. Programme
9.15 Welcome to Metropolia UAS, Mai Salmenkangas , Head of Degree Programme
9.45 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)
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3. Purpose and overall objectives
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New pedagogical approaches and methods for
building Customer-centred competence and
collaborative practices in the work placement context
of Higher education (HEI)
In Estonia, Finland, Norway and Sweden

4. Defining current
workplacement practices
Re-designing work-
placement practices
Evaluating
Work-placement
paths
co-designers: teachers, tutors, customers
To promote
Customer-
centred
competence
building…
Client-work
Learning
Evaluating unmet needs
for customer-centred
services, SWOT
EValuating unmet
needs for learning
customer-centred
approach, SWOT
Requirements
for Future
Service design?
Requirements for future
design in pedagogy,
methods, curriculum?
Service
Gaps
Learning
Gaps
Figure 1: PROcompetence visualised as a co-designing process

5. Evaluation (Process, Final report)
1-4 To which degree did the project meet
its overall objectives
produce 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?
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6. …the benefits that have been experienced
by the participating organisations
7. Will project activities continue when Programme
support 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
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7. www.metropolia.fi/en
kaija.matinheikki-kokko(at)metropolia.fi

8. Friday 14 September 2012
Focus on Activity B: A shared view of PROcompetence
A 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 Lunch
13.00 Concluding discussion and Next steps (Timetable for next
meetings, Doodle)
14.00 Service Design tools for building client-centred competence
Olli Poutanen, Aalto University
15.15 Concluding discussion continues
Coffee 13.30
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9. Project activities
Focus on Activity B: A shared view of PROcompetence
A 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).
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10. The Nordic experiences on work placement
courses (pre-questions, please, attach the
answers in written form in the Moodle)
Strengths
Collaborative work
Interactive and various methods for
training (visiting workplaces, traing
supervisors, reflections, documentation,
learning diary)
Students as change actors
Supervisors trained
Students’ tasks: Children in focus
Flexibility
Students’ interest
Competence of teachers
Staff interest in workplaces
Contextual differences in interest, in
normative framework (rights of clients)
Weaknesses/Limitations
Customers are not enough included
Students’ impact on customers,
work community
What 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 students
No evidence
The needs of Individual client-
whole group
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11. 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 considered
Patients’ rights in focus implemented in practice
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12. Concepts, terms
CUSTOMER
The concept in kindergarten?, the user (of services)
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13. Key issues for designing customer-centred
workplacement
(1 )What are the identified gaps between current practices and needs
for 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 next
meeting)
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?

14. Key issues for designing customer-centred
workplacement
(2) How do we bridge these gaps?
towards customer-centred workplacement design
Step 1 Defining of current needs for learning
a) 13.9.2012 Nordic ideas adn analyses produced in the meeting
For 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 country
Step 3 Gap analysis and Scenarios of how to target the identified
gaps.
Step 4 Enabling collaboratively realised workplacement design
solutions
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15. Table: A framework guiding Education & Development for customer-centred
workplacement design (PROcompetence)
FOCUS
Workplacement design
BEFORE DURING AFTER
Customer
Interactions
Definition
Teacher, students
workplace tutors ,
customers
Understanding of the
customer centred approach
Evaluation
Evaluating diverse
experiences of client-centred
approach
Gap Analysis and innovation
paths
Contextually tailored workplacement
ideas and programmes for client-
centred workplacemnet design
Instruction
Approach, Methods
The current needs that are
aimed to meet by the
workplacement
Learning processes e.g.
• Fieldvisits
• Reflections
• Client feedback
Ideas for tools, methods and
thinking in instruction
Assigments
Learning tasks Functionality of the tasks Ideas for customer-centred
assignments
Curriculum
design
Indicators for customer-
centred approach
Functionality of the indicators Needs for development

16. Re-thinking Methods and Customer
participation
? Collaborative approach ?
e.g.
Collaborative Video –
project: Day care,
hospital, social services
from the perspective of
clients…
Interview
Observation
Interview
Customer-
driven
Innovativeness
ofmethods
Customer
observed
Customer empowerment
Through innovative methods
Traditionally
establishedInnovative
Empathic tools

17. Co-operation between the project partners
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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 9-10.9.2013
Pärnu
SKYPE, Moodle

18. Participants
Estonia: Kandela Õun, Valter Parve, Anne Rähn
Finland: Merja Reijonen, Anna-Riitta Mäkitalo, Tiina
Huotari, Kaija Matinheikki-Kokko
Norway: Tarja Tikkanen, Marta Sinnerud, Ingrid
Lindaas
Sweden: Pirjo Lahdenperä, Marja-Terttu Tryggvason,
Anne Lillvist
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