M.A. MASTER OF ARTS (M.A.) INTERNATIONAL SERVICE AND OPERATIONS MANAGEMENT

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1 CORPORATE B.A. M.A. MBA M.A. MASTER OF ARTS (M.A.) INTERNATIONAL SERVICE AND OPERATIONS MANAGEMENT ENGLISH PART-TIME STUDY PROGRAMME IN HAMBURG, GERMANY UNIVERSITY OF MANAGEMENT AND BUSINESS DEVELOPMENT STATE-RECOGNISED AND FIBAA-ACCREDITED CONSULTING RESEARCH EXCELLENCE

2 M.A. International Service and Operations Management Course Objectives and Positioning Service and services are gaining high importance in each future market. The main task is to contribute with services and hybrid solutions to customer needs and processes. The focus lays on increasing business turnover and margins as well as strengthening relationships for a long lasting customer retention in all business sectors. Within a company, service and operations management is responsible to align internal processes and systems in a way that ensures the delivery of the aspired solution for the customer. The M.A. course International Service and Operations Management : highlights the importance of service and operations management for corporate development. It focuses on relationship management with customers offering a holistic overview of this increasingly important area. provides up-to-date knowledge and skills required to develop, market and provide services with a particular emphasis on service delivery. The programme s main objective is to qualify experts and executives for service and operations management in an application-oriented and scientifically based way. All postgraduate study modules at ISS are conducted in English. Relevant contents and market-related topics in the curriculum ensure the academic qualification of all M.A. graduates. Claudia Zielski SMA Solar Technology AG Curriculum: ISS study blocks in Hamburg (DE) and Karlstad (SE); optional Dublin (IE), New Delhi (IN) or Columbus (US) Business and Strategy Operations Performance Excellence Global Economics, Finance and Law Design and Organise the Delivery System Driving Performance in Operations Management Operational Excellence in Service Business Development International Business Behaviour Strategic Service Mgt. and Operations Service Orientation and Culture for Corporations Business Analytics and Decision Support Value Chain Management Process and Partner Management Project Management Business Performance Measurement Service Productivity, Capacity and Resource Management Leadership and Management Managing Services Information Systems in Service Operations IT-enabled Service Operations Business Excellence and Service Analysis Drive Service Performance and Excellence Prof. Dr. Peter Weiß Professor Service Operations Management»The customer process and thus generated added value and benefit through innovative solutions and usage of IT will be key to success for future businesses.«business Partners:

3 International competitive advantages through highly qualified executives Professionals deliver professionally with the M.A. programme International Service and Operations Management the ISS assists companies in developing and organising Service Distribution through the qualification of their employees and management to deliver cutting edge services. Choosing Between Two Study Options The M.A. programme is available on a full-time (Dual Master) and on a part-time basis (both 120 ECTS credits). The latter one is designed for 32 months, while the Dual Master with an integrated traineeship in an abroad country is completed within 24 months. Flexible Structure and Entry The course consists of 20 compulsory modules plus an additional module for the final Master s Thesis. Modules 1-20 are conducted in compulsory on-campus studies as well as preliminary and subsequent webinars. Students benefit from a flexible study start regardless of specific enrolment dates, as they can organise their individual lecture plan and complete a module later if necessary. Room for Individual Priorities The curriculum pursues with its core themes the objectives of the course. The specialisation allows students to set individual priorities. Qualified personnel and scientific methods on an academic level enable the acquisition of competences necessary for deciding and acting successfully in an international Service and Operations environment, both with regard to developing academic and personal goals. Prof. Dr. Odd Gisholt President ISS Hamburg»Service management needs to focus on a competitive and performance delivering operations business, which is innovative and delighting the customer.«international Focus The aim of the course with an explicit international bias is to provide qualifications for an international service and operations management to qualify graduates for technical and managerial positions in international companies. Advantages for companies and enterprises: Integrated understanding of international service management and service operations management Increased value: hybrid service solutions for clients and one s own business Fulfilment of the brand promise through a solid and recommendable service and operations business to create and to market the solution for the customer Competitive advantage: interlinking service operations management and service engineering Higher efficiency: reduced time-to-market Additional value: practical study contents, case studies and networking Benefits for students: Excellent professional perspectives for ISS graduates Long-established international networks 360 view of service and operations management Scientifically-substantiated methods and models to develop practical solutions Flexible course structure: beginning and combining modules to individual needs Personality development through skill training Practical experience: traineeship in an abroad country (Dual Master)

4 ISS Hamburg University of Management and Business Development The state-recognised University of Management and Business Development offers modern part-time study programmes (B.A., M.A., MBA), whose structural composition of study blocks perfectly matches the demands of working professionals. Up-to-date teaching concepts increase the flexibility of all participants concerning their study time as well as their study planning. Small classes, interactive learning approaches and individual mentoring characterise the ISS Hamburg. The ISS Hamburg possesses vast experience, which has been gained in more than twenty years of professional training, further education and consultancy in marketing, sales and service. In the five previous years the ISS has successfully conducted more than 200 in-house trainings in companies around the world. Waterfront view on ISS main campus centrally located in Hamburg Germany s second largest city with 1.8 million inhabitants. Why ISS? Focus: unique part-time and full-time programmes to obtain competencies in corporate development with Service and Solution Management (B.A., M.A., MBA) State-recognised, FIBAA-accredited programmes Language of instruction: English Network-building with international students, lecturers and business partners (Dual Master) Various study locations: Hamburg (DE), Dublin (IE), Karlstad (SE), New Delhi (IN) and Columbus (US) Interdisciplinary qualifications: business administration, economics, engineering, business informatics Research-based and practical-oriented learning Flexible programme structure (entry dates, repetitions) ISS programmes include: Teaching and course material provided for all courses Intensive academic support during case studies and project works Individual student advisory service and support Blended learning: combination of webinars and on-campus time Participation in seminars and at conferences Alumni and service networks All study pogrammes at the ISS Hamburg are FIBAA-accredited Contact ISS International Business School of Service Management Hans-Henny-Jahnn-Weg 9, Hamburg, Germany Tel.: Fax: Status: January Alterations possible

5 Study programme information MASTER OF ARTS (M.A.) INTERNATIONAL SERVICE AND OPERATIONS MANAGEMENT --> Part-time / full-time Last update: 02/2012 Start: SUMMER 2012 OPEN ACCESS AT ANY TIME ISS International Business School of Service Management University of Applied Sciences

6 1 Overview Name Master of Arts (M.A.) International Service and Operations Management Target group Graduates, specialists, executives and leaders from all industries aiming to enhance their competencies in Service and Operations Management. Programmme start Summer 2012 (programme access any time) Mode of study Part-time / full-time, English Workload / ECTS 32 / 24 months (incl. Master s Thesis), 120 credits (ECTS) Study fees EUR ,- for 32 months part-time (monthly payment EUR 560,-), EUR ,- for 24 months full-time (monthly payment EUR 750,-), EUR 280,- admission fee Scholarships 2 scholarships (1 à 60%, 1 à 40%) Prerequisites Acknowledged Bachelor, Diploma or Master degree from a German university or an equivalent degree from a state-recognised education facility abroad TOEFL with the minimum of score of 550 points, an equivalent test certificate or a proof of ability from an English Speaking country Pass ISS Assessment Test Onsite lectures 20 modules (flexible form through independent topics, individual lecture plans and entry dates), Master s Thesis in module 21 Teaching lectures, interactive seminars with training, case studies, methods group work Place of study Hamburg (DE) and Karlstad (SE); optional Dublin (IE), (ISS Hamburg) New Delhi (IN) or Columbus (US) Study programme Modules 1 21 Propaedeutics (Pre-information for the students) Global Economics, Finance and Law Business Development International Business Behaviour Strategic Service Management and Operations Design and Organise the Delivery System Service Orientation and Culture for Corporations Business Analytics and Decision Support Value Chain Management Driving Performance in Operations Management Business Performance Measurement Service Factory Service Productivity, Capacity and Resource Management Leadership and Management Managing Services Operational Excellence in Service Information Systems in Service Operations Business Excellence and Service Analysis Specialisation Drive Service Performance and Excellence Master s Thesis Page 2 MASTER OF ARTS (M.A.) INTERNATIONAL SERVICE AND OPERATIONS MANAGEMENT

7 Specialisation IT Service Management (Certificate) Industrial Maintenance Service Benchmarking Quality Benchmarking E-Commerce II Presales and Consulting IT-Specialist (Certificate) Call Center Management and Remote Services Customer and User Training Multi Vendor and General Maintenance Hospitality Health Care Systems and Service Business US Business India ISS benefits Study material supporting the lectures Intense mentoring of case studies and projects Individual student advisory service and support Mentoring and intense supervision of Master s Thesis Use of the e-learning platform/webcampus Contact organisation Alumni and Service Network ISS co-operations Association for Service Management International (AFSMI) Confederation for Services Management International (CFSMI) AGA Norddeutscher Unternehmensverband Großhandel, Außenhandel, Dienstleistung e.v. Forum Vision Instandhaltung e.v. (FVI) Spectaris German Hightech Industry Association Wirtschaftsverband für Industrieservice e.v. (WVIS) Fraunhofer Institute for Material Flow & Logistics Approval State-recognised University of Applied Sciences for Management and Business Development by the Free and the Hanseatic City of Hamburg since 2007 focusing on research, education and Corporate Programmes Accreditation Foundation for International Business Administration Accreditation, FIBAA (all study programmes at ISS Hamburg) Accredited programmes of ISS Hamburg exceeded the quality requirements in following topics: "Internationality of lecturers" "Care of participants" "Facilities" "Employability" MASTER OF ARTS (M.A.) INTERNATIONAL SERVICE AND OPERATIONS MANAGEMENT Page 3

8 2 Further M.A. study programme at ISS Hamburg: Master of Arts (M.A.) International Marketing, Sales and Relationship Management Target group Graduates, specialists, executives and leaders from all industries aiming to enhance their competencies in Marketing, Sales and Relationship Management. Programme start Programme access any time Mode of study Part-time / full-time, English Workload / ECTS 32 / 24 months (incl. Master s Thesis), 120 credits (ECTS) Study fees EUR ,- for 32 months part-time (monthly payment EUR 560,-), EUR ,- for 24 months full-time (monthly payment EUR 750,-), EUR 280,- admission fee Scholarships 2 scholarships (1 à 60%, 1 à 40%) Prerequisites Acknowledged Bachelor, Diploma or Master degree from a German university or an equivalent degree from a state-recognised education facility abroad TOEFL with the minimum of score of 550 points, an equivalent test certificate or a proof of ability from an English Speaking country Pass ISS Assessment Test Onsite lectures 20 modules (flexible form through independent topics, individual lecture plans and entry dates), Master s Thesis in module 21 Teaching lectures, interactive seminars with training, case studies, methods group work Place of study Hamburg (DE) and Karlstad (SE); optional Dublin (IE), (ISS Hamburg) New Delhi (IN) or Columbus (US) Study programme Modules 1 21 Propaedeutics (Pre-information for the students) International Marketing Research Global Marketing and Sales Strategy Brand, Product and Services Management Sales Distribution and Pricing Classic Communication Management New Media Communication Management Customer Touch Point Management Value Chain Management Controlling and Quality Management Global Economics Business Development Service Orientation for Corporate Development Leadership and Management International Business Behaviour Driving Performance in Marketing and Sales Sales and Servcie Strategy Global Account and Customer Relationship Management Sales Excellence Specialisation Subject Integrated Market and Customer Management Master s Thesis

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