Curriculum: Master of Science in Service Leadership and Innovation

Course Descriptions & Learning Outcomes

Service Design Fundamentals

Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines.

Upon successfuly completing this course, students will be able to:


Strategy and Scenario Development

This course introduces the concepts, principles, and practices necessary to avoid failure by taking an action-oriented approach to planning, implementing, evaluating, and revising competitive strategy in service firms. The course will address basic concepts and principles of competitive strategy, the process of developing and implementing strategy in service-centered firms, development of robust, future-oriented strategies using learning scenarios, strategy mapping, and tools for strategy evaluation such as performance metrics, scorecards and dashboards.

Upon successfuly completing this course, students will be able to:


Breakthrough Thinking

The ability to break out of mental models and to see things in new ways are critical for innovation. This course focuses on frameworks and techniques to help individuals and organizations gain insight and generate ideas by thinking in new ways. Topics covered range from simple techniques to reframe problems or shift perspective, to more systemic practices such as lateral thinking and the use of reflective dialogue.

Upon successfuly completing this course, students will be able to:


Leading Innovation

Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization?

Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in the Breakthrough Thinking course. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown

Upon successfuly completing this course, students will be able to:


Leading Change

Major change initiatives within organizations fail because of lack of understanding of the process of change and the lack of deliberate and focused attention to the change process. This course teaches students the change process and the alterations required in structures, processes, and activities to effectively implement change initiatives within organizations. The components of this course include applied approaches and tools to help analyze barriers for change, leverage power and influence, and provide frameworks to plan and implement change.

Upon successfuly completing this course, students will be able to:

Service Analytics

Service Analytics is a graduate course designed to build on the foundation of quantitative and qualitative skills necessary to ensure high levels of service quality, efficiencies and effectiveness in service organizations. The class will synthesize both current metrics and analytics, and develop new analytics associated with continuous improvement using a new set of Key Performance Indicators ("KPI’s”) and will devise a service measurement scorecard utilizing and integrating best practices, metrics, analytics and other reporting methods us from many different industries and service sectors.

Upon successfuly completing this course, students will be able to:

Data Mining

To gather information and analyze the information to inform decisions is the goal of every public /private sector administration. This data can drive success of the government and organizations or lead to its downfall. This course will explore data mining used in the public/private sector, how to gather it and utilize the results of the data collections to inform decisions that reflect the needs and desires of the stakeholders in this sector.

Upon successfuly completing this course, students will be able to:

Project Management

Managing projects is a complex, demanding process involving ethical considerations, leadership, the ability to understand complex rules and regulations, the politics of the administration and the vagaries of the budget process. This conceptual framework will address planning, selection of team members, contracts and agreements, monitoring and adjusting the project progress and completion of the project through turnkey stages. The end result of this process is to contribute to establishment of trust of the public or private enterprise, minimize failure and maximize success.

Upon successfuly completing this course, students will be able to:

Research Methods

This course provides a broad overview of the process and practices of social research in service-related contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts.

Principles of Research Communication

Conducting research requires language skills to express the research concept, explain methodology and summarize the results. This course will focus on written communication skills including critical thinking, scholarly writing skills and the ability to synthesize research results to draw conclusions. Key to this course is the establishment of a defensible argument through which the student explains, convinces and establishes boundaries for the research subject. The focus of this course is to have students learn the mechanics of research writing and at the conclusion of the course to have generated elements of their final research thesis or capstone.

For additional information about MS program please contact our Graduate Admissions Office: T. + 385 (0)1 643 9100 - M. +385 (0)99 731 3647 - E-mail: