M.A. MASTER of arts (M.A.) INTERNATIONAL MARKETING, M.A. MBA B.A. Picture: Daniela Sembol, Sixt AG, ISS graduate 2012

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1 ACADEMY B.A. M.A. MBA Picture: Daniela Sembol, Sixt AG, ISS graduate 2012 M.A. MASTER of arts (M.A.) INTERNATIONAL MARKETING, SALES and RELATIONSHIP Management Postgraduate business degree in English (Full-time or Part-Time) University of Applied Sciences for Management and Business Development State-Recognised and FIBAA-Accredited State-recognised business school Consulting research Excellence

2 M.A. International Marketing, Sales and Relationship Management Develop your company and career with an ISS Master s Degree. Over the last thirty years, the service sector has become the largest sector of economy in the Western World and also the fastest-growing one. Being acutely aware of the fact that marketing and sales constitute a considerable element in today s service economy, the ISS Hamburg created a study programme that not only deals with sales, product and services marketing, but also integrates relationship management, another distinct feature for stabilising and securing sales figures and customer loyalty on a long-term basis. The M.A.»International Marketing, Sales and Relationship Management«- Qualifies experts and executives in a competent, application-oriented way for successful international marketing activities. - Aims at the development and commercialisation of products and services according to the specific needs of the targeted countries. - Provides relevant know-how in brand marketing and sales management to promote brands and ensure their value proposition on a worldwide scale. - Is based on current research and best practices from leading service providers. Prof. Dr. Odd Gisholt President ISS Hamburg»Marketing is market-oriented leadership and marketing is about value creation for the customer. Building and enhancing the customer relationship are core competencies for each company s success.«applicable knowledge and expertise throughout your career Graduates are qualified for working for international companies with a worldwide operation span as well as implementing international marketing, sales and services strategies in companies operating in a specific country / market. Curriculum: ISS study blocks in Hamburg (DE) / optional Vienna (AT), Karlstad (SE), Dublin (IE) or New Delhi (IN) Marketing, Services and Relationship International Marketing Research Global Marketing and Sales Strategy Brand, Product- and Services Management Promotion Value Chain Management Controlling and Quality Management International Business Management and Skills Global Economics, Finance and Law Strategic Business Development Service Orientation and HRM for Corporate Developement Leadership and Management International Business Behaviour Sales, Service and Relationship Sales Distribution and Pricing Global Account and Customer Relationship Management Sales and Service Strategy Touch Point Management and Delivery Systems Driving Performance in Marketing and Sales Business Partners:

3 General Business skills Specialised knowledge Flexible structure With the M.A. programme»international Marketing, Sales and Relationship Management«the ISS Hamburg assists companies and enterprises in staying competitive in national and international markets through corporate development with qualified specialists, executives and leaders. Business or non-business academic background The M.A. programme offers a solid foundation of general business knowledge to people from a multitude of industries and prior academic backgrounds (e.g. industry or services business). In addition, it gives graduates who wish to broaden their knowledge and to enhance their personal competencies the chance to specialise in the fields of marketing, sales and relationship management. Choosing between two study options The postgraduate programme is available on a fulltime and on a part-time basis (both 120 ECTS credits). The latter one is designed for 36 months and includes a practical work project, while the full-time option with a study-integrated traineeship in Germany or a country abroad is completed within 24 months. Blended learning approach - room for individual priorities Postgraduate core modules and elective specialisations at ISS are taught during oncampus study phases, which are each preceded and succeeded by mandatory webinar sessions. The efficient programme structure of just two on-campus study blocks of 6 8 days per semester allows students to spend more practical time with their employers. ISS modules are offered in a non-consecutive order allowing students to set up an individual study schedule according to their personal needs and priorities. Module: Webinar I On-campus lecture Webinar II International focus The Master s programme has an explicit international focus aiming to impart skills for international marketing and sales management, which qualify graduates for technical and managerial positions in multinational companies. Prof. Dr. Bo Edvardsson Karlstad University, Sweden (ISS Partner University)»In a globalised world we need to concentrate on the new product of hardware, software and service in the solution business with regard to our clients.«brand Promise Marketing Customer Business Models Brand Fulfilment Sales Channels Service Triangle: Focus M.A. International Marketing, Sales and Relationship Management Advantages for companies Employees with the necessary know-how and skills to develop integrated solutions for customers Interdisciplinary insights into business processes Interrelated understanding of product and services marketing, and sales and service execution for global brand management Country-specific marketing, sales and service concepts Competitive advantage through the combination of service, marketing and sales Graduates with relevant practical experience Knowledge transfer from student and research projects Successful tool to improve employee retention / loyalty Benefits for students Holistic understanding of customer demands and markets, products and services, software and systems Multitude of industries and academic backgrounds 18 different elective specialisations Practical experience through traineeship and project work Personal development through skills training Individual student advisory service and support Intense mentoring during the composition of the Master s Thesis Long-established international networks Excellent professional perspectives on the labour market

4 ISS Hamburg - University of Applied Sciences for Management and Business Development The ISS Hamburg is a state-recognised, private university of applied sciences, which runs officially accredited B.A., M.A. and MBA programmes, pursues international research activities and excels in corporate development programmes. ISS Hamburg distinguishes itself from other business schools by its special focus on the field of service management, its thorough application-oriented and innovative teaching methods as well as its genuine international approach. The ISS Hamburg offers a unique study structure for all its programmes with flexible entrance dates, the possibility to commence and combine study modules according to individual needs and interests, a combination of webinars and on-campus study time as well as personal student advisory services and support. Hendrik Antz, M.A. student (full-time):»small interactive groups with direct contact to all professors - the practically oriented programme at ISS is a whole new experience for me in contrast to the mass processing during my undergraduate degree.«state RECOGNISED Why ISS Hamburg? - Full-time (24 months): parallel M.A. and traineeship programme - Part-time option (36 months): work full-time, study part-time - Renown experience in how to drive business with services since Exploit business opportunities and deal with future challenges - Business solutions that meet customer demands - Innovate existing and develop new business models - Compact study structure - All modules taught by lecturers with relevant professional experience - Access to latest research and analysis of case studies and project works - Scholarships opportunities for all academic programmes - International network of over 200 companies and peers worldwide - Central location in Hamburg»Germany s most beautiful city«- Possibility to complete study modules in international locations Officially approved ISS Hamburg is a 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-based, application-oriented learning, consulting and corporate programmes. AFSMI-zertifiziert: FIBAA-accredited Accredited Alle Absolventen des Studiengangs All B.A., M.A. and B.A. Service MBA programmes Management at erhalten ISS Hamburg ein are accredited by Zertifikat the Foundation der Association for International for Service Business Administration Management Accreditation. International, According dem to FIBAA, ISS programmes führenden exceeded quality internationalen requirements Verband in the für following criteria: industrielles facilities, Service care of Management. participants, employability and internationality of lecturers. I S S H A M B U R G Contact ISS International Business School of Service Management Hans-Henny-Jahnn-Weg 9, Hamburg (DE) Tel.: Fax: contact@iss-hamburg.de Business trainings and seminars Besides academic study programmes, ISS Hamburg offers certified further trainings, intensive seminars and application-oriented courses to specialists, managers and executives. For open seminars and customised corporate programmes in service, marketing and sales please contact the ISS ServiceAcademy: Tel.: academy@iss-hamburg.de ISS I study service Version: February Alterations possible

5 Study programme information MASTER OF ARTS (M.A.) - INTERNATIONAL MARKETING, sales and relationship management - INTERNATIONAL MANAGEMENT and service operations 120 ECTS Full-time or part-time Start: Entry possible every 3 months Version: February 2013 (alterations possible) ISS International Business School of Service Management Hans-Henny-Jahnn-Weg 9, Hamburg contact@iss-hamburg.de

6 Master of Arts International marketing Title Target group Programme start Tuition language Mode of study Duration/ECTS Study fees Admission requirements On-campus lectures Attendance days Place of study Study programme (Modules 1 18) Master of Arts (M.A.) International Marketing, Sales and Relationship Management Students: Graduates, professionals and experts aiming to enhance their business competencies focusing on Marketing, Sales and Relationship Management as a core business or driver for corporate development. Industries: Technical/Industrial Service, Facility Management, Maintenance, Media, IT, Gaming, Customer Service, Medical Technology, Commerce, Renewable Energies, Hospitality, Aviation, Consumer Goods, FMCG, Sports, Event and Health Management Entry is possible every March, June, September or December. English Full-time (paid traineeship in one or more companies in Germany or a country abroad) Part-time (work and study,»berufsbegleitend«) Full-time: 24 months / 4 semesters / 120 ECTS Part-time: 36 months / 6 semesters / 120 ECTS Full-time: EUR 18,000 / EUR 4,500 per semester / EUR 770 per month Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 550 per month Admission fee: EUR 280 / scholarships available (see page 4) - Accredited Diploma, Master s or Bachelor s degree (min. 180 ECTS)* * Minimum of 300 ECTS is required for the M.A. title. - Passing ISS assessments (written test / admission interview) - TOEFL minimum score 70 (internet-based), equivalent certificate or achievement demonstrating the applicant s fluency in English 2 study blocks of 6 8 days per semester / 1 study block = 2 modules -> total of 18 modules incl. study-integrated traineeship (full-time), project work (part-time) and Master s Thesis On-campus: total of 46 working days and 17 Saturdays Online (webinar sessions): total of 36 Saturdays in 24/36 months Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden), Dublin (Ireland) or New Delhi (India) (1) International Marketing Research (2) Global Marketing and Sales Strategy (3) Brand-, Product- and Services Management (4) Sales Distribution and Pricing (5) Global Account and Customer Relationship Management (study-integrated traineeship / termpaper) (6) Promotion (7) Touch Point Management and Delivery Systems (8) Value Chain Management (9) Controlling and Quality Management (10) Sales and Service Strategy (study-integrated traineeship / termpaper) (11) Global Economics, Finance and Law (12) Strategic Business Development (13) Service Orientation and HRM for Corporate Development (14) Leadership and Management (15) Specialisation (see page 4 for list of specialisations; study-integrated traineeship / termpaper) (16) International Business Behaviour (17) Driving Performance in Marketing and Sales (18) Master s Thesis Page 2 / 4

7 Master of Arts International management Title Target group Programme start Tuition language Mode of study Duration / ECTS Study fees Admission requirements On-campus lectures Attendance days Place of study Study programme (Modules 1 18) Master of Arts (M.A.) International Management and Service Operations Students: Graduates, professionals and experts aiming to enhance their business competencies focusing on Management and Service Operations as a core business or driver for corporate development. Industries: Technical/Industrial Service, Facility Management, Maintenance, Media, IT, Gaming, Customer Service, Medical Technology, Commerce, Renewable Energies, Hospitality, Aviation, Consumer Goods, FMCG, Sports, Event and Health Management Entry is possible every March, June, September or December. English Full-time (paid traineeship in one or more companies in Germany or a country abroad) Part-time (work and study,»berufsbegleitend«) Full-time: 24 months / 4 semesters / 120 ECTS Part-time: 36 months / 6 semesters / 120 ECTS Full-time: EUR 18,000 / EUR 4,500 per semester / EUR or 770 per month Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 550 per month Admission fee: EUR 280 / scholarships available (see page 4) - Accredited Diploma, Master s or Bachelor s degree (min. 180 ECTS) - Passing ISS assessments (written test / admission interview) - TOEFL minimum score 70 (internet-based), equivalent certificate or achievement demonstrating the applicant s fluency in English 2 study blocks of 6 8 days per semester / 1 study block = 2 modules -> total of 18 modules incl. study-integrated traineeship (full-time), project work (part-time) and Master s Thesis On-campus: total of 46 working days and 12 Saturdays Online (webinars): total of 36 Saturdays in 24/36 months Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden), Dublin (Ireland) or New Delhi (India) (1) Global Economics, Finance and Law (2) Strategic Business Development (3) International Business Behaviour (4) Strategic Service Management and Operations (5) Business Performance Measurement (study-integrated traineeship / termpaper) (6) Touch Point Management and Delivery Systems (7) Service Orientation and HRM for Corporate Development (8) Value Chain Management (9) Driving Performance in Operations Management (10) Service Productivity, Capacity and Resource Management (study-integrated traineeship / termpaper) (11) Service Factory (12) Leadership and Management (13) Managing Services (14) Operational Excellence in Service (15) Specialisation (see page 4 for list of specialisations; study-integrated traineeship / termpaper) (16) Information Systems in Service Operations (17) IT-enabled Service Operations (18) Master s Thesis Page 3 / 4

8 Master of ISS business school Specialisations (Module 15) Teaching methods Scholarships Benefits Partner universities Cooperations Other ISS study programmes 1. Business Fundamentals 2. Functions a. IT-Service Management b. Industrial Maintenance c. Service Benchmarking d. Quality Benchmarking e. E-Commerce f. Presales and Consulting g. IT-Professional / Specialist (certificate, specific training) h. Call Center Management and Remote Services i. Update, Upgrade, EOL-Policy j. Multi-Vendor and General Maintenance k. Customer and User Training l. Service Engineering 3. Sectors a. Hospitality b. Sports Management c. Health Care System and Service 4. Regions a. Business India b. Business US Lectures, webinars, blended learning, group work, guest speakers, etc. Available for all B.A., M.A. and MBA programmes at ISS. Contact Viola Kirk (Career Center) for details and current scholarship opportunities: or kirk@iss-hamburg.de - Study material supporting the lectures - Intensive mentoring of case studies and projects - Individual student advisory service and support - Supervision of Master s Thesis - Use of the e-learning platform / WebCampus - Contact organisation Alumni and Service Network Studienzentrum Hohe Warte Vienna (Austria) Karlstad University (Sweden) Dublin Business School (Ireland) Institute of Management Technology, Ghaziabad (India) - Norddeutscher Unternehmensverband Dienstleistung e.v. (AGA) - Association for Services Management International (AFSMI) - Confederation for Services Management International (CFSMI) - Forum Vision Instandhaltung e.v. (FVI) - Hamburg@work e.v. - Hamburg Athletics Association e.v. - Fraunhofer Institute for Material Flow & Logistics (IML) - MarketingAkademie Hamburg ( - German Hightech Industry Association (SPECTARIS) - Wirtschaftsverband für Industrieservice e.v. (WVIS) Bachelor of Arts (B.A.) Service Management (180 ECTS, in German) MBA Service Management (in English, 60 ECTS, full-time or part-time) MBA Service Management (in English, 120 ECTS, full-time or part-time) Page 4 / 4