Stenden University of Applied Sciences (Stenden Hogeschool)

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1 Stenden University of Applied Sciences (Stenden Hogeschool) Teaching and Examination Regulation Master degree s programme International Service Management Croho nr Fulltime Part-time [Advice given by the Programme Committee, on 23 June 2013] [Consent given by the Central Participation Council, on 3 July 2013] [Adopted by the Executive Board, on 9 July 2013] NB: Uniformity of the Teaching and Examination Regulation (TER) 1. This TER contains articles in Chapters 1 to 8 that do or do not apply to a degree programme. Where any given article (paragraph) does not apply, this is indicated with the applicable article (paragraph). Legislative proposal 2. Chapters 1 to 8 in this TER contain articles that derive from the following legislative proposal: Wetsvoorstel Kwaliteit in Verscheidenheid Hoger Onderwijs (Quality in Diversity in Higher Education Bill). The article concerned is indicated with a footnote under the applicable legislative proposal. The article referred to here will form part of this TER at such time as the abovementioned legislative proposals come into effect. Teaching & Examination Regulations MISM

2 Table of contents 1. General Art. 1 Definition of terms Art. 2 Scope of application of the Regulations Art. 3 Adoption and term of the Regulations 2. Admissions to the programme Art. 1 Prior education requirements for programmes Art. 2 Master s Transfer Art.3 Admissions of students in possession of a foreign diploma Art. 4 Legal protection 3. Curriculum Art. 1 Assessment of the Teaching and Examination Regulation Art. 2 Aim of the programme Art. 3 Structure and study load of the programme Art. 4 Language used in teaching Art. 5 Provisions for students with a functional limitation 4. Examination and diplomas Art. 1 The examinations of the programme Art. 2 Award of degrees Art. 3 Diplomas Art. 4 Award of diplomas Art. 5 Signing of diplomas Art. 6 Dates of marks and award of diplomas Art. 7 Distinction scheme Art. 8 Certificates and Declarations Art. 9 Legal Protection 5. Examinations, tests and marks Art. 1 Forms of examinations and tests Art. 2 Time periods and frequency of examinations and tests Art. 3 Requirements sets for examinations and tests Art. 4 Registration procedure for examinations and tests Art. 5 Assessment constitution Art. 6 Pass or fail regulation Art. 7 Assessment Art. 8 Estimation of assessment and awarding of credits Art. 9 Exam period Art. 10 Re-sit regulation, illness, late submission, master thesis Art. 11a Practical course of affairs during examinations and tests Art. 11b Practical course of affairs during digital interim examinations and tests Art. 12 Oral examinations and tests Art. 13 Determination of marks Art. 14 Standards for the marks Art. 15 Recording and publication of marks Art. 16 Term of validity of students marks Art. 17 Inspection of examination and tests Art. 18 Retention of examinations and tests taken Art. 19 Fraude and plagiarism Teaching & Examination Regulations MISM

3 Art. 20 Intellectual property Art. 21 Legal Protection 6. Study Career Advice and Recommendation on Continuation of Studies Art. 1 Study career advice 7. Examination Committee Art. 1 Formation and composition of the Examination Committee 8. Final and implementing provisions Art. 1 Hardship clause Art. 2 Unforeseen circumstances Art. 3 Publication of the regulations Art. 4 Official title, entry into effect Appendix A Competencies of the programme 29 Appendix B Further elaboration on units of study of the curriculum 32 Appendix C Links between London Metropolitan University and Stenden University 50 Teaching & Examination Regulations MISM

4 1 General Article 1 Definition of terms In these regulations, the following terms mean: specialisation: a specialisation within the programme as referred to in Article 7.13 WHW, not being an Associate Degree programme or a minor; Admissions Committee: the committee responsible for the Admissionss of students, according to the Admissions criteria mentioned in Chapter 2, article 1; Assessment Board: the board responsible for approving London Metropolitan University s awards; Board of Study: the student voice is heard through the Student Academic Representatives. A Board of Study will be established during every academic year. This BOS consists of one or more elected students from each Master programme, plus the course leaders. The BOS will meet at least 2 times during the course of the programme. objection, appeal and complaints desk: facility as referred to in Article 7.59a WHW; Examination Appeals Board: board as referred to in Article 7.60 WHW; Executive Board: the management of the institution as referred to in Article 1.1 and 10.8 WHW; competency: an integral whole of professional knowledge, attitude and skills a person needs to perform adequately within relevant professional contexts; APL procedure: procedure carried out by an organisation recognised as such by the institution not being a programme or examination committee - to arrive on the basis of sound investigation at accreditation of prior learning and evaluation of knowledge and skills acquired outside education by a person who is not registered for the programme as a student or extraneus; examination: an examination of knowledge, insight and skills as referred to in Articles 7.3 and 7.10 of the Higher Education and Research Act (WHW), the results of which are expressed in a mark and which constitutes the conclusion of a unit of study; examination committee (or: exam committee): committee as referred to in Article 7.12 WHW; examiner: person as referred to in Article 7.12c WHW, not being a student or extraneus; Code of Conduct for International Students: code of conduct for international students of higher education, as applicable as from 1 October 2009; institution: Stenden University of Applied Sciences teaching periods, test and examination times: a.m. to 9.30 p.m. Teaching & Examination Regulations MISM

5 central participation council: council as referred to in Article WHW; unit of study: unit of study as referred to in Article 7.3 WHW, which in connection with other units of study forms the curriculum of the programme, to which a single final examination is attached. A unit of study can relate to a practical exercise; programme committee: committee as referred to in Article 10.3c WHW; programme year: a period that starts on 1 September and ends on 31 August of the next calendar year, and for those who register as of 1 February, the period that starts on 1 February and ends on the last day of February of the next calendar year.; programme variation: a programme can be offered in the fulltime or part-time variation; practical exercise: a unit of study as referred to in Article 7.3 paragraph 2 WHW in which the accent is on the practical preparation for the practice of a profession and for the practice of a profession in connection with the education in a work-study programme, in so far as these activities take place under the supervision of the institution. A practical exercise can be given shape in a project, assignment, design, thesis, oral presentation, undergoing industrial placement, participation in an excursion or working in (theme) groups; curriculum: the cohesive whole of units of study taught by the programme; ProgRESS WWW: student information system esp. regarding study results; school day: all days which in the annual schedule are usually not designated as holidays, Saturdays, Sundays or regular public holidays are school days; Saturdays may only be intended for taking interim examinations and/or tests and/or final examinations. School-, Services Participation council: council as referred to in Article WHW; student: a person who is registered at the institution as a student as referred to in Article 7.32 WHW; student counsellor: a person employed by the institution to inform and advise (future) students, the management of the programme and the examination committee about student affairs and to counsel a student on request in the event of personal problems; students charter: charter as referred to in Article 7.59 WHW; academic year: the period that starts on 1 September and ends on 31 August of the next calendar year; credit: unit for calculating the study load as referred to in Article 7.4 WHW, whereby 1 credit is equal to 28 hours of study; interim examination: an examination of knowledge, insight and skills as referred to in Articles 7.3 and 7.10 WHW, the outcome of which is expressed by a mark and which constitutes the conclusion of a unit of study; test: part of an interim examination to which a mark by an examiner is attached; WHW: Higher Education and Research Act. Teaching & Examination Regulations MISM

6 Article 2 Scope of application of the Regulations 1. These regulations apply to the teaching and examinations of the master s degree programme International Service Management (Croho nr ), hereinafter referred to as: the programme. 2. These regulations apply to the students and extraneï who are registered for the programme, and to the prospective students and the prospective extraneï who request to be admitted to the programme. 3. If the programme is considered a joint programme, these regulations will apply fully, unless the agreement on which the joint programme is based provides otherwise. 4. If the programme has one or more specialisations, these regulations will apply fully, unless the agreement(s) on which this specialisation/these specialisations are based provide otherwise. Article 3 Adoption and term of the Regulations 1. These Teaching and Examination Regulations are adopted by the Executive Board, after having heard the central participation council in accordance with Article 10.16b of the WHW. 2. The programme committee must be given the opportunity annually in good time to assess these Regulations and give advice on them to the Head of School. The programme committee must send a copy of this advice to the School-, Services Participation Council (SMR and DMR). 3. The regulations will apply for the duration of an academic year. The regulations may not be amended during the academic year, unless this is necessary as the result of force majeure and it does not disproportionally disadvantage students. An interim amendment will require the prior approval of the Head of School; the provisions of this article will then apply mutatis mutandis. Teaching & Examination Regulations MISM

7 2 Admissions to the master programme Higher Education and Research Act (WHW): 7.30a, 7.30b, 7.31 Article 1 Master s Transfer 1 1. The following Bachelor s degree certificates have access to the Master in International Service Management if they fulfill the requirements as mentioned in article 2 of this Chapter. Bachelor from a management, business or economic field are preferred. Other Bachelor programme will be considered on an individual basis by the Admissions Committee. Article 2 Admissions requirements for master programmes 1. Enrolment in a master programme requires proof of Admissions (Letter of Acceptance) in accordance with section 7.30b Whw. 2. The Admissions Committee will issue the proof of Admissions if the following conditions are met: a. the candidate meets the entry requirements as laid down in paragraph 3 and 4; b. the number of persons enrolled in the study programme does not exceed the maximum number of students that can be enrolled in the study programme. 3. Students seeking admittance must meet, at least, the following requirements: a. the student has a bachelor or master diploma, unless stated otherwise. b. the student is well and sufficiently motivated. 4. Additionally, the following entry requirements apply. a. The standard for entry to one of the Master programmes (full time and part time Stenden university mode) is a Bachelor Degree of 210 or more credits according to ECTS, preferably in Economics, Business Studies, or a study related to the specific Master programme. Work experience is recommended for the full-time programmes. For the part-time programmes a minimum of 3 years work experience at managerial level is required. b. Proficiency in English is essential to complete the programme. Students whose first language is not English are required to test their English abilities. The following tests and scores are accepted: - Test of English as a Foreign Language (TOEFL); minimum score 550 (paper based) or 213 (computer based). - IELTS minimum score Applicants who are native speakers of English, or who have successfully undertaken secondary/post-secondary courses (for a minimum of two years) where English was the language of instruction are not required to submit TOEFL or IELTS. c. Alongside the above, in reaching their decision the Admissions Committee uses other information sources, such as recommendation letters, interviews with former lecturers of the candidate, interviews with the candidate, etc. 1 Quality in Diversity in Higher Education Bill Teaching & Examination Regulations MISM

8 Selection procedure d. The selection procedure is as follows: - A student who seeks admittance must submit an application to the Admissions Committee. Residents of the EU have to apply before 15 August (others: before 31 May) for the programme starting 1 Sep. - Every application will be considered upon receipt of the Application Form, including all the supplementary documents, plus a non-refundable application fee. - All foreign students (except residents of the EU/EER, Australia, Canada, Japan, Monaco, New Zealand, USA and Switzerland) who will stay in the Netherlands for more than 3 months will need a visa to enter the Netherlands. This authorisation for a residence permit is called a MVV (Machtiging voor Voorlopig Verblijf = Authorisation for Temporary Residence). The International Office will apply for the visa through a short procedure. - Consideration of an application for Admissions can only be given when the Admissions Committee receives ALL required records and credentials. The documents become the property of the college. All applications are assessed by the Admissions Committee, which is empowered to accept, defer or reject the Admissions of any applicant to the programme. - The student will be informed of his/her acceptance with an official Letter of Acceptance. The Letter of Acceptance also specifies the tuition fee and other study costs the student must pay to enrol in one of the Master programmes. In the case of a rejection, a brief, written explanation of the reasons will be included. The student may write to the Head of School requesting a review of a non-acceptance decision. - The Admissions Committee consists of the course leader of the programme that is applied for, plus a senior International Office member of staff. International students e. Concerning international students, for registration to MISM a visa is required and provided. This visa is only intended for registration at the Stenden university and activities that directly relate to the study. If a student is planning activities outside the school, he/she has to inform the management ultimately 6 weeks before the start of this activity. Approval of the management is required before attending this activity. If a student conducts activities outside the school that are not directly related to the study and/or about which he/she did not inform the management of the school in proper time, the management has the right to withdraw the student from the programme after two written warnings. f. Unforeseen circumstances may prevent a student from completing a module and he/she has the right to withdraw from a module any time up to the end of Teaching Week 9 (last week) of a unit. Withdrawal from a module will affect the overall programme of study and the student should seek further guidance from the programme coordinator. If he/she attends a module and subsequently withdraws he/she will not normally be eligible for a refund of fees. If a student withdraws from one of the fulltime Master programmes before the first unit (first semester in parttime Master programme) is completed, due to family reasons or reasons beyond his/her control (e.g. illness), a part of the tuition fee (this excludes administration costs) that is proportionate to the duration of subscription, will be refunded. Beyond this period or in case of withdrawal for other then the aforementioned reasons, no refund will take place. The administration fee is excluded from any refund. In any case, the visa period will end at the moment the student withdraws plus 2 weeks, and the Master Department will inform the Immigration and Naturalisation Service (IND) accordingly. Teaching & Examination Regulations MISM

9 Article 3 Admissions of students in possession of a foreign diploma A prospective student who possesses a foreign diploma can be admitted to a programme if the foreign diploma is equivalent to a bachelor or master diploma. The Admissions Committee can set additional requirements to be tested in an Admissions test. Article 4 Legal protection 1. A (prospective) student may lodge objection with the Executive Board within six weeks of the date against general decisions on Admissions via [email protected]. Before deciding, the Executive Board will obtain advice from the Disputes and Complaints Committee. 2. The decision on an objection can be appealed at the Higher Education Appeals Tribunal in The Hague. Teaching & Examination Regulations MISM

10 3 Curriculum Higher Education and Research Act (WHW): 6.13, 7.2, 7.3b, 7.4, 7.4b, 7.7, 7.11, Article 1 Assessment of the Teaching and Examination Regulation 1. The Executive Board is responsible for the regular assessment of the Teaching and Examination Regulation (TER). It will assess the time demands deriving from the TER that are imposed upon the students for the purpose of monitoring and, where necessary, adapting the study load. Article 2 Aim of the programme 1. The programme is intended to teach students such knowledge, attitude and skills in the field of that when they complete the programme they are able to perform professional duties in that field and are also eligible for any continued programme. After completing the programme, students should be able to work independently as practitioners of professions and with a critical attitude, and the students should possess competencies at higher professional education level as referred to in Appendix A. Article 3 Structure and study load of the programme Article 4 Language used in teaching 1. The courses in the programme are taught in English. Article 5 Provisions for students with a functional limitation 1. The Head of School will offer students with a functional limitation an educational environment which is equivalent as far as possible to that of students without a functional limitation and offers equivalent opportunities to succeed in one s studies. The Study & Disability Regulations provide for the necessary and agreed facilitation of the persons concerned. Appendix: Code of Conduct for the use of languages other than Dutch in teaching. Study & Disability Regulations. Teaching & Examination Regulations MISM

11 4 Examinations and diplomas Higher Education and Research Act (WHW): 7.10a, 7.11, 7.12c, 7.19a, 7.33 Article 1 The examinations of the programme 1. The programme is concluded with a final examination. 2. The final examination referred to in the first paragraph will be passed if all units of study of the relevant phase or programme have been passed (examination and mark together). 3. The Examination Committee will determine that the examinations of the units of study of the programme have been passed, unless the Examination Committee has decided that the final examination will also include a test to be conducted by the Examination Committee itself. 4. The Examination Committee will award a diploma to the student who has passed an examination and also meets the further statutory requirements. One diploma will be awarded per programme. Article 2 Award of degrees 1. The Examination Committee will award the Master s Degree on behalf of the Executive Board if the final examination has been passed. Article 3 Diplomas 1. The Executive Board will use the model of the diplomas and the appendices referred to below with due observance of Article 7.11 WHW. The following must be stated at any rate: a. the name of the programme and the institution that provides the programme, as listed in the Central Register of Higher Education Study Programmes (CROHO); b. which units of study the examination covered; c. if applicable, what qualification to practise a profession is attached to the diploma; d. what degree was awarded by the Executive Board; e. at what time the programme was last accredited or passed the initial accreditation of new programmes; f. a score comparison table compiled by the Examination Committee for the degree programme. 2. The units of study of the examination passed will be mentioned in a certified annex, in which the number of credits and mark obtained will also be listed. The mark referred to in the preceding sentence will be expressed in whole numbers as referred to in Chapter 5. Teaching & Examination Regulations MISM

12 3. The Examination Committee will add a diploma supplement to a diploma of the final examination passed that matches the standard format agreed by Europe. The purpose of the diploma supplement is to provide insight into the nature and content of the completed programme, partly with a view to international recognisability of programmes. The diploma supplement, written in English, must at least contain: a. the name of the programme and the institution that provides the programme, b. whether it is a programme in university education or a programme in higher professional education, c. a description of the content of the programme, and d. the study load of the programme. Article 4 Award of diplomas 1. As proof that the examination was passed, the Examination Committee will award a diploma with the diploma supplement. 2. A student who is entitled to the award of a diploma may request the Examination Committee not to award it in accordance with rules to be adopted by the Executive Board. 3. If a student discovers an error on his or her list of marks, the student must immediately contact the ESO Information & Registration Centre. If no error is discovered there, the student must respond to the Examination Committee in writing within four school weeks after the final mark of a unit of study is determined. 4. The date on the diploma is the date on which the Examination Committee has established that the student has fulfilled the conditions. The procedural condition for awarding a degree diploma is that the student must be enrolled in the programme. Article 5 Signing of diplomas 1. The diploma will be signed on behalf of the Executive Board: a. by the chairman and secretary of the Examination Committee or their deputies; b. by the student. 2. The Diploma Supplement to the diploma referred to in article 3 will be signed and provided with the name of the chairman of the Examination Committee, secretary or their deputies. 3. The names of the persons authorised to sign will be registered in a signature register. This register is administrated by the ESO-Test Service Bureau. Article 6 Dates of marks and award of diplomas 1. At the start of each academic year, the Examination Committee will set the dates on which the marks referred to in article 1 are determined, with due observance of the third and fourth paragraphs in article At the start of each academic year, the Head of School will set the dates on which the diplomas referred to in article 3 will be awarded in a public ceremony. 3. The mark on the final examination will be determined at the end of the academic year, after the marks on the last resits have been processed. Teaching & Examination Regulations MISM

13 Article 7 Distinction scheme 1. A student can submit a request to the Examination Committee to grant the classification with Distinction to the master s degree diploma. The request must be accompanied by a list provided by the student of all marks the student obtained on the basis of which the student believes he/she is entitled to the classification with distinction. 2. The Examination Committee will judge whether the classification with Distinction is to be granted. 3. Students who complete all modules of the Master programme successfully, having obtained both a minimum weighted mean score of 65% for all modules and a minimum score of 65% for the master thesis will acquire the Master degree with Merit. 4. Students who complete all modules of the Master programme successfully, having obtained both a minimum weighted mean score of 75% for all modules and a minimum score of 75% for the master thesis will acquire the Master degree with Distinction. 5. the marks and assessments referred to in this article are in principle obtained in the first (test) opportunity, without a mark or assessment being or having been obtained after a resit. Article 8 Certificates and Declarations 1. Students who complete all modules of the Master programme successfully, but fail the master thesis (less than 55%) will acquire the Postgraduate Diploma from London Metropolitan University. 2. Students, who complete only the taught modules of the first unit of the Master programme, will acquire the Postgraduate Certificate from London Metropolitan University. 3. Students who leave the programme without acquiring the degree, for which they are studying, will get a Stenden university declaration with a transcript of the modules they passed. 4. The Exam Committee is responsible for the awarding the Stenden University awards. The Assessment Board is responsible for awarding the London Metropolitan University awards. Participants are awarded either a Postgraduate Certificate, or a Postgraduate Diploma or a Master Degree. 5. Students will only get the highest award they acquire. 6. A student who has passed more than one interim examination and to whom no diploma as referred to in article 4 can be awarded will receive on request, provided within a year after the student deregistered, a declaration to be issued by the relevant Examination Committee in which at least the interim examinations are listed which the student passed. Teaching & Examination Regulations MISM

14 Article 9 Legal protection 1. A student who disagrees with a Examination Committee s decision based on the articles in this chapter may lodge an objection with the Examination Committee of the programme. 2. It is possible for a student to appeal to the Examination Appeals Board (COBEX) against the Examination Committee s decision on the objection. 3. It is possible for a student to appeal against the decision by the COBEX to Higher Education Appeals Tribunal in The Hague. Teaching & Examination Regulations MISM

15 5 Examinations, tests and marks Higher Education and Research Act (WHW): 7.13, 7.34, 7.61, , 7.8b, 7.11, 7.12b, 7.12c, Article 1 Forms of examinations and tests 1. The units of study of the curriculum are tested in the manner indicated in Appendix B. 2. All examinations in the program must result in an individual mark for each student. 3. For all examinations, it must be guaranteed that the qualification insufficient is given to a student who does not meet a sufficient level. 4. In case tests / assessments are done in groups of students together, the following rules apply: a) When group assessment is used, the total of group assessment components has a maximum of 40% of the total points to be obtained for that module. b) When group assessment is used, the maximum group size is 3 students. c) When group assessment is used, a student needs at least 55% of the maximum score of the aggregate of the individual assessment components in order to pass the module. Otherwise, the module is failed, regardless of total module score. 5. An examination or test offered as a resit in the same programme year must have the same form on all occasions. 6. Departure from the preceding paragraph is possible in case of force majeure or if it is not possible for organisational and/or educational reasons to offer a resit in the same form as at the first opportunity in the relevant programme year. In that case, the resit may have a different form, but it will have to meet the equivalency requirements as referred to in Article 4 of this chapter. 7. A student with a functional limitation may request the Examination Committee to be given the opportunity to take the tests in a way adapted as much as possible to his or her individual limitation. The procedure is described in the Study and Disability Regulations. Teaching & Examination Regulations MISM

16 Article 2 Time periods and frequency of examinations and tests 1. For taking the examinations and tests, each programme year at least two opportunities are given, one of which immediately following the studies in the unit of study in question. 2. When the date is set of the second examination and/or test opportunity in a programme year, account is taken of the required feasibility of the total programme for a student. 3. The time periods in which the test opportunities are offered are determined annually by the Examination Committee and announced not later than at the start of that programme year. 4. A student who is unable to use a test opportunity must rely on the next test opportunity. In special cases, the Examination Committee may decide to depart from this rule in a manner favourable to the student. Article 3 Requirements set for examinations and tests 1. For each examination and test, the module coordinator must make known the requirements set for taking that examination or test, so the student can prepare as well as possible. The module coordinator must also state which aids are allowed and what marking standards will be used. 2. Each opportunity to take an examination or test within a programme year offered as a resit must be equivalent to the previous opportunity with respect to its content, level and difficulty. 3. If a student has not passed a unit of study in the programme year in which the student took the unit of study, and still wants to take an examination or test in that unit of study in the next programme year, the requirements of the current programme year will apply. Article 4 Registration procedure for examinations and tests 1. For oral examinations and tests and for examinations or tests to conclude practical exercises, the student must register in good time in a way to be indicated by the Examination Committee. 2. When an oral examination and/or a test with a study load of at least 28 hours is administered, a second examiner must be present or the examination and/or test must be recorded by using audiovisual means. 3. For forms of tests and/or examinations other than those mentioned in the first paragraph, the student must adhere to the following registration procedure for participation in written examinations and tests: a. The student must register digitally for an opportunity to take a written examination and/or test, unless specified otherwise. After registering, the student must print out a proof of registration. b. Registration means mandatory participation in the test and/or examination and taking an opportunity, except in force majeure situations. Teaching & Examination Regulations MISM

17 c. All secretaries of Examination Committees must report to ESO Test Service Bureau before 15 May of each programme year the number of examination and test opportunities offered to a student of the relevant programme. If this number of opportunities is exceeded, the registration for participation in the test and/or examination in question will be blocked. d. ESO Test Service Bureau will publish the programme year test schedules for each programme at the start of the programme year. The definitive schedules will be published not later than two school weeks before an examination period. e. A student must always present a request to change registration for a test and/or examination to the secretary of the Examination Committee for assessment, except in force majeure situations. After permission from the secretary of the Examination Committee, ESO Test Service Bureau can process the permitted changes until two working days before the start of the test week/period until noon. f. If a student s digital registration is late and there are special circumstances, the student must contact the secretary of the Examination Committee directly. g. The registration for a module assessment can be denied when students have not met all their financial obligations towards Stenden university. The Exam Committee decides upon this denial. Article 5 Assessment constitution 1. The Master degree contains the module assessments and the master thesis. 2. The module assessments consist of one or two exams/assignments. 3. The module assessment has to test whether the student is able to master the competence and knowledge which the student is to gain in the module. 4. The module assessment is taking place in the end of a module period (unit) when the content of the module has been imparted completely in the lessons. The participation during these lessons is the responsibility of the student. Article 6 Pass or fail regulation 1. The Master degree is obtained when all module assessments and the master thesis are passed with at least 55%. 2. A module assessment is passed when the exam/assignment (including possible presentation) is passed with at least 55%. This applies as well to the master thesis. 3. In case a module or the master thesis is not marked with pass (55%) the candidate is informed about possible re-sit opportunities, dates and registration periods. 4. In case a candidate does not pass a module assessment or the master thesis, and does not wish to continue the Master programme at Stenden School of Hospitality Management, the candidate will receive a certificate. This certificate states the modules that have been passed as well as the modules where the assessment is missing and a note that the master thesis has not been passed. Teaching & Examination Regulations MISM

18 5. The taught programme is defined as all modules preceding the master thesis. A student who fails to achieve a pass in the assessed elements of the taught programme will be permitted to present new assessments on one further occasion. A student may not sit or submit any (same) assessment more than twice. 6. A student who fails the master thesis may be permitted to resubmit the master thesis once, on a date indicated by the Examination Committee. Article 7 Assessment 1. Assessment methods can include tests with short answer test, tests with essay type questions, active participation, peer group assessment, report writing, essay writing, presentation, journal, thesis proposal and the thesis writing. 2. Oral examinations and presentations will be double marked. 3. The master thesis will be double marked. 4. In case of disagreement between the two graders, a third staff member marks the master thesis as well. 5. Only one re-sit will be offered for each module. 6. Students who already passed the module are not eligible to a re-sit to improve their grade. 7. The grade on a re-sit can never by higher than 55%. Article 8 Estimation of assessment and awarding of credits 1. One ECTS credit equals 28 study hours. 2. The modules are graded on a percentage scale with 0% being the lowest and 100% being the highest. 3. All modules have to be passed on aggregate, except the first specific module. Pass on aggregate means that the results of all exam components (e.g. report and short answer test) will be summed up and as defined in chapter 5, art 1. The student has to obtain a minimum of 55%. 4. Pass on a 140 hour module will be awarded with 5 ECTS credits, a 280 hour module will be awarded with 10 ECTS credits. 5. If a student completes the Master programme successfully, this will be awarded with 60 ECTS credits. 6. Students who pass all modules of the Master programme and the master thesis successfully, will acquire the Master degree. Teaching & Examination Regulations MISM

19 Article 9 Exam period 1. The module assessments take place normally in the last week of a unit. The exact dates, times and location have to be communicated at least two weeks in advance. 2. The candidate has to register for each assessment including the master thesis during the registration period as announced by the Examination Committee. 3. Without complete registration, the candidate is not allowed to participate in the assessment and automatically fails the attempt. 4. Before the assessment the candidate has to prove his/her identity by showing the institution s student card. The names of all exam participants will be noted by the exam supervisor. 5. In case the candidate does not participate in an assessment to which he/she is registered, the assessment will be counted as taken place and failed. 6. Absence during an assessment due to reasons beyond the student s control have to be accounted for to the Exam Committee before the exam starts using the appropriate form. 7. If a student is caught ill during an assessment, he/she must inform the lecturer or other employee present during the assessment; hand in all work done till that moment and inform the Exam Committee as soon as possible using the appropriate form and submitting a medical certificate. 8. The results are published ultimately three weeks after the assessment week. 9. The master thesis is not accepted to be handed in before the candidate has passed all modules from the taught programme. Article 10 Re-sit regulation, illness, late submission, master thesis 1. A module assessment can be repeated only once and only in case of a fail during the first attempt. 2. A re-sit is only permitted in the next upcoming exam period. 3. In case of neglecting the re-sit period, the assessment is seen as taken and therefore failed, except the candidate can proof reasons beyond his/her control. The reason has to be announced to the Exam Committee immediately. 4. If a student fails after resit, the student can ask the exam committee to be enrolled in the module again. This will require payment of a tuition fee proportional to the length of the unit of study. Based on the progress of the student, the committee can reject this request. Teaching & Examination Regulations MISM

20 5. If a student fails, or fails to sit or submit any or all of the assessed elements through illness or other extenuating cause deemed sufficient by the Exam Committee, the Exam Committee may, on production of satisfactory evidence, permit the student to sit or submit failed assessments as if for the first time. Poor time management, pressure of work and computer related problems are not normally considered legitimate extenuating circumstances. 6. All assessed work must be submitted according to the timetable of the assessment procedure. The Exam Committee will only accept late work if it deems that the student had extenuating circumstances that prevented the submission of the work on time. If the extenuating circumstances relate to illness then a medical certificate must be provided. Poor time management, pressure of work and computer related problems are not normally considered legitimate extenuating circumstances. 7. Candidates notify the office before the submission dates / examination dates about circumstances beyond control which might hinder them in completing the assessment according to the time table. In requests to the Exam Committee (art 10, 4 & 5) students refer to this notification. 8. In case the master thesis has been marked with fail (below 55%), it can be resubmitted only once. It is not allowed to resubmit a master thesis which was marked with pass (55% or higher). 9. In case the deadline for registration or submission of the master thesis or the deadline for re-registration or resubmission of the master thesis is neglected, the attempt is counted as taken and failed, except the candidate can prove reasons beyond his/her control. The reason for deregistration or not-submission has to be directly announced to the Exam Committee in a written way. In case of illness a medical certificate has to be handed in to the Exam Committee. 10. If after all modules and resits of a academic year have been taken, and the student has passed all modules except one, and the score on this module is at least 40%, one extra resit opportunity for this module is given. Article 11a Practical course of affairs during written examinations and tests 1. When examinations and tests are taken, the requirements set in the following paragraphs must be met. 2. The student must be able to identify him/herself by way of his/her Multifunctional Card (MFC). In addition, when asked, the student must identify him/herself with a valid proof of identity. 3. The student must be present in the examination room five minutes before the start time and seated in the seat indicated by the organisation. 4. Anyone who arrives more than 30 minutes late as a result of force majeure may be denied Admissions. 5. Students are not allowed to leave the room during the first 30 minutes. 6. The instructions of the examiner or invigilator must always be followed. Teaching & Examination Regulations MISM

21 7. The specified time for a test and/or examination includes the distribution and collection of examination assignments or answer forms. 8. On receiving the test and/or examination assignments, the student must check whether the student has received a correct and complete copy. 9. Students are not permitted to take the examination or test on answer forms other than those distributed by the invigilator. 10. The student must - if applicable - place on the test or examination assignments and the answer form: a. name b. student number / contact number c. test and/or examination d. number of answer form sheets to be handed in e. date on which the test and/or examination was taken f. student s signature 11. The use of aids other than writing materials and the materials handed out on site is allowed only if this is explicitly stated. 12. Means of information and communication must be turned off and put away before the start. The use of such aids is not allowed, unless permission has been given for use in the manner referred to in the preceding paragraph. 13. Students are not allowed to communicate with other persons in or outside the room where the examination or test is being taken without permission from the examiner. 14. The examiner and the invigilator are authorised to take appropriate measures if order and peace are disturbed. 15. The test and/or examination assignments must be handed in to the invigilator at the same time as the answer forms upon signing out. 16. A student will be deemed to have taken a written test and/or examination if the test and/or examination assignments and the total number of answer forms are handed in and the attendance list has been signed. This article applies fully to a person who has not or has not completely filled in the answer form. 17. For students with a functional limitation, the Examination Committee may allow an extension of the standard duration of the examination and/or test and/or the use of aids, in addition to the authority stipulated in Article 1 to adapt the test form further for students with a functional limitation to the possibilities of the student concerned. 18. If a student wants to submit a complaint about the administration of a test and/or examination, the student must immediately have his/her complaint noted down on the protocol form by an invigilator of the test and/or examination. In addition the student has to send a written complaint to the relevant Examination Committee. 19. If a student has a complaint about the content of the test and/or examination, this complaint must be submitted in writing within two working days to the secretary of the relevant Examination Committee. Teaching & Examination Regulations MISM

22 Article 11b Practical course of affairs during digital examinations and tests Not applicable. Article 12 Oral examinations and tests 1. Not more than one student at a time may be tested orally, unless the Examination Committee has decided otherwise. 2. An oral test or examination will not be administered in public, unless the Examination Committee or the examiner in question has decided otherwise in a special case, or the student has objected to this. 3. When an oral examination and/or a test with a study load of at least 28 hours is administered, a second examiner must be present or the examination and/or test must be recorded by using audiovisual means. And a protocol is used or it is recorded on audio visuals means. Article 13 Determination of marks 1. The examiner determines the mark. As a rule, the period for determining the mark is published three weeks after the examination week. If this period is exceeded, this must be communicated by the Examination Committee to the student together with the reasons. 2. An examiner must mark an examination and/or test for each student individually. 3. If the provisional mark on an examination and/or test is determined by more than one examiner, the mark must be determined in consultation amongst them. If the examiners cannot reach agreement, after those examiners have been heard, the final mark will be determined by the chairman of the Examination Committee. 4. The date on which a student has passed a test and/or examination is the date on which the test and/or examination was marked. Antedating is not allowed. 5. The examiners must determine the mark of an oral test and/or examination immediately, or on the same day after administering that test and/or examination and provide the student with a written statement with the mark. 6. The Examination Committee must determine whether the student has met the requirements set for the test and/or examination. Article 14 Standards for the marks 1. The mark on an examination and/or test is expressed in a number on a scale of 1 to 10 with not more than one decimal or in a designation excellent / good/ sufficient/ insufficient. 2. The mark 5,5 applies as the lowest designation sufficient. 3. The average of several numbers is rounded down (=shortened) to one decimal. Teaching & Examination Regulations MISM

23 4. If the examination and/or test mark is composed of various partial marks, the way in which the mark will be calculated (for example an arithmetic or weighted average) will be described precisely in the module book. 5. When taking an examination and/or test, the student will receive at least the mark one or the designation insufficient. 6. In the taught modules: If the maximum number of resits has not been passed, a student may submit a request to the Examination Committee for a second opinion on the relevant test and/or examination. The Examination Committee may set a timelimit for this. 7. If a student resits a test and/or examination taken before, the highest mark obtained will determine whether the student has fulfilled his/her obligations. Article 15 Recording and publication of marks 1. Study results are registered under the responsibility of the Examination Committee. 2. A student will not receive any written proof of the marks obtained but may inspect them in ProgRESS.www. 3. If a student discovers an error on his/her list of marks, the student should directly contact the ESO Test Service Bureau. If they do not discover any error, the student must respond in writing to the Examination Committee not later than four school weeks after the final mark of a unit of study is determined. 4. If the mark on a test and/or examination is missing on the publication list, the student concerned must directly contact the ESO Test Service Bureau. 5. If the mark on a test and/or examination is missing, the protocol form, attendance list and test assignments will be checked by the ESO Test Service Bureau. 6. If a student is registered as present on the protocol form and attendance list and the test and/or examination assignment is missing, the student must submit a written complaint to the secretary of the Examination Committee. Article 16 Term of validity of students marks 1. The term of validity of examination components is in principle unlimited. In departure from this, the Examination Committee may impose an additional or substitute examination on a student if the examination component was passed more than eight years ago. 2. The results determined by the Examination Committee count as legal proof. Teaching & Examination Regulations MISM

24 Article 17 Inspection of examinations and tests 1. The Examination Committee must see to it that a student is able to inspect the written examination and/or test work the student has done and has been marked within two months from the last day of an examination and/or test period or at least ten school days before any resit, unless the periods set must be departed from on the basis of reasonableness and fairness. 2. A student may only be allowed to inspect written and marked examination and/or test work in the presence of the examiner in question or the latter s replacement. 3. The Examination Committee may decide that inspection or perusal is to be done at a fixed place and at a fixed time. Article 18 Retention of examinations and tests taken 1. The Examination Committee must see to it that inspectorates and organisations involved in the accreditation process can inspect the instructions, assignments and accompanying marking standards for the written and practical examination components, as well as that they are able to inspect the written examination and/or test work. 2. In case of appeal against the mark on a written examination and/or test, the work must be retained during the period that the appeal has not yet been decided. 3. The Examination Committee must see to it that for each student, the marks or designations obtained by each student during the programme and the results on the examination and the corresponding test and/or examination work is retained in the archives of the programme in accordance with the applicable rules on retention periods. 4. When a student has handed in the test and/or examination assignments and the total number of answer forms after the end of a test and/or examination, the invigilator will record this on the protocol form. At that time, the responsibility for careful retention of a written examination work will pass to the University of Applied Sciences. 5. Should the examination and/or test work referred to in Article 15.4 nevertheless get lost, owing to which no mark can be given, this issue will be established by the Examination Committee. Subsequently, after having heard the student in question, the lecturer or coordinator concerned will determine the time at which and the form in which the test and/or examination has to be taken again. 6. The Examination Committee must place the documents referred to in the preceding paragraphs in safekeeping in such a way that the authenticity of the documents is guaranteed during the retention period. 7. The student must keep a copy (written and/or digital) of the examination and/or test (component) submitted in his/her possession for one year after it is handed in, in so far as circumstances do not prevent this. 8. A copy of the degree diploma and diploma supplement must be kept in the archives for thirty years. Teaching & Examination Regulations MISM

25 Article 19 Fraud and plagiarism 1. If a student commits fraud and/or plagiarism, the exam is graded as zero and the Examination Committee may deny the person concerned the right to take one or more tests, examinations or interim examinations to be designated by the Examination Committee, for a period to be determined by the Examination Committee of one year at most. 2. In case of serious fraud, the Executive Board, on a motion by the Examination Committee, may definitely terminate the registration of that student for the programme. 3. If the fraud referred to in the first paragraph has been irrevocably established, it will be recorded in ProgRESS.www that the student did take the test and/or examination, but did not receive a mark because of fraud. Article 20 Intellectual property 1. The student is entitled to the copyright in the work, provided the student can be considered the author. 2. The person indicated as such on or in the work will be considered the author, barring proof to the contrary. 3. If the work was created according to the design of someone other than the student and the student also worked under this person s direction and supervision, this other person will be considered the author of that work. Article 21 Legal protection 1. A student who disagrees with a Examination Committee s decision based on the articles in this chapter may lodge an objection with the Examination Committee of the programme. 2. It is possible for a student to appeal to the Examination Appeals Board (COBEX) against the Examination Committee s decision on the objection. 3. It is possible for a student to appeal against the decision by the COBEX to the Higher Education Appeals Tribunal in The Hague. Appendix Study & Disability Regulations Fraud and Plagiarism Regulations of Stenden University of Applied Science Teaching & Examination Regulations MISM

26 6 Study Career Advice and Recommendation on Continuation of Studies Higher Education and Research Act (WHW): art. 7.34, Article 1 Study career advice 1. Students can contact a study career advisor for problems directly connected with their studies. 2. In study career counselling, the Head of School must give special care to counselling of students with a functional limitation, whose participation in higher education substantially lags behind the participation of students who do not belong to this group. 3. On behalf of the Executive Board, the Head of School must give special care to the counselling of students belonging to an ethnic or cultural minority, whose participation in higher education substantially lags behind the participation of native Dutch people who do not belong to such a minority. 4. Students can contact a student counsellor for problems of a personal nature, whether or not directly connected with their studies. Teaching & Examination Regulations MISM

27 7 Examination Committee Higher Education and Research Act (WHW): 7.10,7.11,7.12,7.12b, 7.12c, 7.13, 7.28, 7.30, 7.42a, 7.61 Article 1 Formation and composition of the Examination Committee 1. Each programme or group of programmes has an Examination Committee. The Examination Committee is the body that determines in an objective and expert manner whether a student meets the conditions these regulations set with respect to knowledge, insight and skills that are necessary to obtain a degree as referred to in Article 4.2. The composition, manner of working, duties and powers of the Examination Committee are worked out in the Examination Committee Regulations of Stenden University. 2. The Exam Committee for this master programme is a special chamber of the Exam Committee of the School of Hospitality Management and School of Tourism and Leisure Management for MISM and MILTS. It consists of a teacher in the common core programme, a teacher of the domain specific MILTS programme, a teacher of the domain specific MISM programme. The Exam Committee will elect a chair person from their midst. By Dutch law (WHW, 7,12), the Exam Committee decides whether a student complies with the end qualification of a programme. For the London Metropolitan degree this responsibility is held by the Assessment Board. The responsibilities of the Exam Committee include confirmation of assessment outcomes, consideration of extenuating circumstances, re-assessment opportunities in case of failure. The Exam Committee will meet at least twice per unit. Appendix Examination Committee Regulations of the Schools of Stenden University. Teaching & Examination Regulations MISM

28 8 Final and implementing provisions Article 1 Hardship clause 1. The Examination Committee is authorised in certain cases to take account of exceptional cases of extreme unfairness that might result from application of the Teaching and Examination Regulations. Article 2 Unforeseen circumstances 1. In cases for which the Teaching and Examination Regulations do not provide and for which an immediate decision is necessary, the Examination Committee will decide on the basis of reasonableness and fairness. Article 3 Publication of the regulations 1. The Head of School will provide for appropriate and timely publication of these Teaching and Examination Regulations. Article 4 Official title, entry into effect 1. These Teaching and Examination Regulations which will be adopted by the Executive Board after having heard the Central Participation Council in accordance with Article WHW, replace the previous Teaching and Examination Regulations applicable to the programme and can be cited as the Teaching and Examination Regulations of the master programme International Service Management, Croho nr and will enter into effect on 1 September Teaching & Examination Regulations MISM

29 Appendix A Competencies of the programme After completing the programme, the student should be able to work as a professional practitioner independently and with a critical attitude, and the student should have the following competencies at higher professional education level: Master in International Service Management (MISM) Service provision is now an integral and vital part of all business activity. It has extended beyond applications such as banking, retailing, hospitality, insurance, and health care. You may count the media, logistics, leisure, tourism and also education to the service industries. More than 60% of the European workforce and 80% of the American workforce are now engaged in the service sector. Creating a service orientation is also high on the agenda of the public sector and traditional production industries. Customer orientation is vital in service management. The main challenge in service management is to build the organisation's structure, strategies, processes, and culture around the customer. Developing service management strategies involves a change of focus from products to customers. Understanding and creating customer expectations, creating employee commitment, and turning the physical environment into an effective 'servicescape' are all elements of effective service management. Cultural differences concerning service provision and quality of life add an extra dimension to international service organisations. The Master programme in International Service Management is designed to help organisations meet these challenges. It takes an integrated approach on service management, including marketing and communication, human resource management, quality management and the financial and technological aspects of service delivery. The programme takes a broad perspective on service delivery, including aspects of sustainability, intercultural communication and leadership skills. 1. Aims a. Academic aims To develop the student s intellectual skills and competencies i.e. to assist the student to develop, in the field of services, a way of independent thinking and working, based on academic, professional, and international expertise. The level of achievement required is that appropriate to a Master s degree of a Dutch University of Applied Sciences. b. Professional aims To provide students with in-depth knowledge and specialised skills necessary to prepare them for playing a significant role within the development of the international service industry. c. Personal aims To encourage the development of the student s personal qualities. This includes the development of above-average interpersonal skills, a high degree of self-confidence, initiative and enterprise, and an appropriate attitude to work. The personal development of the students is given special attention in the Personal Value Creation module for the fulltime Master and in the Action Learning module for the part-time Master. Course learning outcomes The Stenden university is gradually changing its education from a traditional setting aiming at knowledge, attitude and skills, into competence based learning in which knowledge, attitude and skills are combined into competencies (sometimes called 'complex skills'). In the current society in which knowledge is getting outdated rapidly and up-to-date knowledge can be easily found by means of ICT, the industry increasingly requires Teaching & Examination Regulations MISM

30 personnel who are competent in solving problems organisations or communities are faced with. Such competencies imply a mixture of knowledge, attitude and skills at the same time. Based on these requirements of the industry we have formulated 8 competencies instead of objectives for knowledge, attitude and skills. Those competencies are grouped into seven categories ('competence areas'). On completing the programme, students will have achieved the following competencies. 2. Competencies a. General objectives The ability to read critically and think independently about issues related to services and the service industry in order to develop future vision and make strategic choices. Internalisation of basic knowledge (relevant professional understanding), skills and attitudes (social skills and abilities, emotional resilience), metaqualities (creativity, mental agility, balance of learning habits and skills, self-knowledge) in order to decide upon his/her own guiding role in these choices. The ability to perform his/her job from a broader frame of reference and from a well-defined value orientation. b. Conceptual reasoning The student is able to think in concepts that explain the nature and development of the (international) service industry and apply these concepts to the contemporary context of this industry. In doing this the student will take into account the multidisciplinary and interdisciplinary character of services and the main disciplinary theories and perspectives towards the service industry. The ability to communicate ideas clearly and effectively in discussions, presentations and reports. c. Strategic analysis Critical understanding of strategy questions and strategic planning in the service industry from a multidisciplinary and interdisciplinary perspective. The ability to analyse, evaluate, and appreciate strategic policy documents accordingly. d. Quality questioning and social responsibility Understanding of the interwovenness of the service industry with human interests, the quality of (human) life and human well-being, with society and the natural environment. Awareness of the social responsibility of service companies and knowledge of important concepts and theories of business ethics. Understanding of the reflection on service quality as an essential subject in the scientific study of services and service industry. Developing a critical attitude towards existing quality concepts. The ability to apply these understandings to practical quality questions regarding service provision processes. e. Research competency The ability to understand, produce, and present academic evidence at a basic level. This includes the review of literature, the definition of a problem, development of research design, gathering data, and analysis of these data into a meaningful report. The ability to critically evaluate and analyse the results of research regarding services and interpret findings (seek, handle and interpret information). Teaching & Examination Regulations MISM

31 f. International orientation Ability to develop a critical vision on the globalisation process and the role of multinational service companies. The ability to develop communication skills in general and intercultural communication skills in particular. The ability to act in an international environment or organisation. g. Making a difference to practice The ability to use theoretical models as a tool to test decisions and the consequences of decisions before these are taken. This ability is combined with the ability to test theory to the practice and, if necessary, to fine-tune the theory so that it better fits the practice. h. Service Management competency Knowledge of the five management functions that are actively involved in creating and delivering services: marketing, operations, finance, technology and human resources. Although managers within each function may have specific responsibilities, effective coordination is the name of the game. They all must participate in strategic planning, and the execution of specific tasks must be well co-ordinated. Students have an understanding of the necessity of this co-ordination and are able to explain the requirements of this coordination process. Teaching & Examination Regulations MISM

32 Appendix B Further elaboration on units of study of the curriculum for the programme 1. Awards and study load (i) The Master award has a total credit point value of 60 European Credits. This represents a total volume of 1680 notional learning hours associated with the award, where 1 ECTS credit point is equivalent to 28 learning hours. For full-time students starting in the autumn term (September), a Master programme is taught over a 42-week full-time year, approximating to 40 hours per work week and indicative of the typical workload of a fulltime postgraduate course. Full-time entrants starting in the spring term (February) have a similar workload. For part-time students the master programme is taught over a period of 84 weeks with 20 hours per work week of study load. To obtain the Master of Arts degree from the London Metropolitan University an additional study trip equalling a study load of 120 hours, is required. (ii) The Master course will normally divide between a total of 45 EC (1260 hours at 28 hours per EC) for the taught elements and 15 EC (420 hours at 28 hours per EC) for the Master Thesis. Most postgraduate modules are equivalent to 5 or 10 EC, the credit points values attaching to your modules are indicated in the course specification. (iii) On most courses, the taught elements consist mainly of core modules which are compulsory to the study; the course may also include modules which are electives, which means the module can be chosen from a designated list of modules. (iv) The proportion of credit (one fourth) associated with the Master Thesis/project and its contribution to the final award is indicative of its importance within a Master programme, as evidence of the mastery of the chosen subject area at an advanced level. (v) As preparation for work on the Master Thesis, a core element of the taught programme (Research module) will be concerned with issues of research methodology, project development and practice, and related issues. (vi) All taught modules and the Master Thesis/project module are marked on a percentage scale, with a pass/fail threshold of 55%. The first specific module has to be passed on all components. (vii) Based on the final aggregate average (weighted mean) percentage result, and the grade for the master thesis, the overall Master award may be graded Master (55-64%), Master with Merit (65 74%), or Master with Distinction (75% plus). (viii) In addition to the Master award, all postgraduate courses normally offer the subsidiary awards of Postgraduate Certificate or Postgraduate Diploma. The full list of awards and their requirements in terms of credit points and modules passed is as follows: Award Credit Points Modules Required Master 60 European Credits All modules + Master Thesis Postgraduate Diploma Postgraduate Certificate 45 European Credits All modules except Master Thesis 15 European Credits Specific module in unit 1 + module Market Value Creation + module Sustainable Value Creation Teaching & Examination Regulations MISM

33 The Postgraduate Certificate and Diploma awards offer the opportunity to obtain a postgraduate qualification if a student is unable to complete the full programme of study leading to a Master award at the university. They are particularly useful for students in certain circumstances, for example when a student finds he/she has to curtail is/her postgraduate studies unexpectedly, for personal or employment reasons, or who find that their aims and ambitions change and wish to take a different direction. The Postgraduate Certificate and Diploma are not available with Merit or with Distinction grades. 2. Educational Approach The educational approach (constructivist education) focuses on competencies, which might be defined as high level skills where knowledge, attitudes and skills are not taught separately but integrated. This leads to a student centred approach that involves the challenge of self-development by means of an appropriate teaching, learning, and assessment strategy. The classroom hours and in-class activities are meant for facilitation of the self-study activities of the individual students. Besides, many of the learning activities of the students are designed for co-operative learning as expressed in team projects. The course focuses on the development of a critical understanding, attitude and vision in relation to academic, professional and international enhancement in the service industry. A mixture of teaching and learning methods is used. These methods are tailored to the key competencies in each module. a. Lectures Lectures provide a systematic introduction to the basic issues and to the relevant materials. The important function of the lectures is not necessarily to direct thinking but to provide parameters of relevance, to provide guidance in the choice of sources of information and reading. Most lectures will be interactive and will integrate the answering of questions as well. b. Seminars The seminars will enable the development of the depth of understanding necessary at Master's level. Students will develop their knowledge base regarding the important concepts, demonstrate synthesis of material examined and gain experience in sharing insights and justifying conclusions drawn from study of selected literature. Besides, seminars allow students and facilitators to share experience from their own and fellow participants experiences and to consider and interpret multiple viewpoints from sociocultural, personal (and professional) perspectives. Seminars are student-led discussions of issues and materials, which are supplementary to the basic issues and materials of the lectures. Group discussion and debate will analyse the seminar subject in a complementary relationship to the lecture subject. The diversity of the students professional and personal backgrounds will provide a dynamic context for discussion and debate reflecting the multidisciplinary character of services. c. Workshops/Skill labs During the workshops and skills labs practical skills will be trained. Students have to work actively in small groups or individually on some exercises, under supervision of an expert teacher. Teaching & Examination Regulations MISM

34 d. Action Learning Action Learning enables the participant to benefit from the interaction between his/her own working experience and the learning process. Central in Action Learning is an assignment in the working environment (project). In the Action Learning Set the discussion will focus on the progress of the project. e. Case Study A case study is an appropriate form for testing the student's ability of strategic analysis. f. Project In some cases a project is offered to provide students with a useful basis for applied research in an international context. They will be encouraged to develop their skills of interdisciplinary enquiry either in the field of leisure & tourism or in the field of services. g. Independent self-study Independent self-study can be seen as the most essential educational working form. It is the strongest expression of the challenge of self-development. It is also the condition for a successful participation in the other -aforementioned- teaching and learning methods. In consultation with the tutors, students are expected to manage their programmes of study by selecting and interpreting relevant academic and professional literature, planning seminars and presentations, and preparing material for assessment. This mode of learning will be supported and encouraged by (research) presentations. h. (Research) Presentations Research presentations will offer students the opportunity to share experiences and findings of research they are undertaking during the programme. It will assist the students thinking, allow them to test ideas and provide mutual support whilst undertaking the more individual study modes of the programme. Thus, the presentations can provide an opportunity for formative feedback. i. Role play The principal aim of a role-play is to teach participants to look at the same case from different points of view. In this way, participants enhance their sensitivity for other way of thinking and their analytical and social skills. j. Personal coaching/counselling As a part of the module Personal Value Creation, participants will have the opportunity to meet their coach individually. The coach and the student will meet a minimum of three times in a year. Central in these meetings will be the student and his of her personal progress in the Master programme. k. Completion of a Master Thesis The production of a theoretically informed and analytical Master Thesis will be the ultimate demonstration of the student s capacity to produce academic work at Master level. Teaching & Examination Regulations MISM

35 3. Course structure diagram Master in International Service Management fulltime (parttime programme marked in parentheses ) Award Sem Unit Code Title Status Credit points (lh = learning hours, EC =- European Credits) Notes Master 1 (1) 1 (1,2) SM1 Principles of Service Management 1 (2) 2 (3,4) SM2 Service Performance Improvement 2 (3) 3 (6, 7) SM3 Strategic Service Management 1 (1) 1 (1,2) C1 Market Value Creation 1 (1) 1 (1,2) C2 Sustainable Value Creation Core 140 lh, 5 EC Core 140 lh, 5 EC Core 140 lh, 5 EC Core 140 lh, 5 EC Core 140 lh, 5 EC The Master degree represents 60 EC 1 (2) 2 (3,4) C3 Research Core 280 lh, 10 EC 2 (3) 3 (6,7) C4 Personal Value Creation Core 140 lh, 5 EC 2, summer period (3,4, summer 3,4, 5 (6,7,8,9,10) C5 Master Thesis Core 420 lh, 15 EC Teaching & Examination Regulations MISM

36 period) 2 4 E1 Project Management 2 4 E2 International Management Project 2 4 E3 Critical Impacts in Tourism 2 4 E4 Change Management Elective 140 lh, 5 EC Elective 140 lh, 5 EC Elective 140 lh, 5 EC Elective 140 lh, 5 EC PD Dip All modules except Master Thesis (45 EC) PG Cert Specific module in unit 1 + module C1 + module C2 (15 EC) Postgraduate Award Titles Level PG Cert PG Dip Master (Stenden) Title of available award Post Graduate Certificate in International Service Management Post Graduate Diploma in International Service Management Master in International Service Management Master (LMU) Master of Arts International Service Management 2 2 To obtain the Master of Arts degree from the London Metropolitan University an additional study trip equalling a study load of 120 hours, is required. Teaching & Examination Regulations MISM

37 4.1 Master in International Service Management - specialisation modules SM1 Principles of Service Management The Master in International Service Management starts with an overview of the main issues in service management. One interesting thing about the service management discipline is that of necessity: it integrates operations, human resources, and marketing. This is different from manufacturing management, where manufacturing operations management, product marketing, and human resource management are commonly taught as distinct disciplines (which is not ideal, but the result of traditional functional specialisation). With service management, it is impossible to talk adequately about operations management, without addressing major human resource issues. Further, it is impossible to do justice to services marketing without discussing operations design and execution. That is why both in the introductory module and in the following modules a cross-functional approach will be used. Assessment: Exam and Assignment SM2 Service Performance Improvement Performance measurement focuses on three different levels: the organisation, the process, and the individual. A system s approach is adopted as a foundation of diagnosis. Several theories on performance are compared, contrasted and applied. Operations of the organization are analyzed using qualitative and quantitative models. Assessment: Exam & Report SM3 Strategic Service Management Optimal service performance requires a concerted effort by all people and systems involved to create and deliver a valuable and satisfying experience in an efficient and effective way. We describe five perspectives, which we call the quintessence of service management: 1. HRM perspective (all people involved) 2. Technological perspective (efficient and effective systems) 3. Operational perspective (to create and deliver efficient, effective) 4. Customer & Marketing perspective (a valuable and satisfying experience) 5. Financial perspective (efficient, effective). The main target of strategic service management is to balance these five perspectives and to realise a truly concerted effort by all parties involved. Special attention is paid to the potential of Electronic services in improving service performance. Assessment: Report & Presentation 4.2 Common Core Modules C1 Market Value Creation Together with the modules Principles of Service Management and Sustainable Value Creation, this module addresses issues related to the common core of all Stenden university-master programmes, i.e. the service society, quality of life and sustainability. This module focuses on different ways to enhance the service performance of an organisation, avoiding the pitfall of focussing only on financial indicators. Assessment: Exam and Assignment Teaching & Examination Regulations MISM

38 C2 Sustainable Value Creation Together with the modules Principles of Service Management and Market Value Creation, this module addresses issues related to the common core of the Stenden university-master programme, i.e. the service society, quality of life, and sustainability. This module focuses on the position of a company or organisation in its environment. The aim is to teach students to look at the same moral case from different points of view (e.g.: society; a specific community; government; NGO s; industry; a specific company). Assessment: Exam and Essay and Group Case C3 Research The first aim of this module is to help students develop a critical understanding of the main principles of research philosophy, methodology and design. The focus will be on the first stages of the research process: the choice of a topic, epistemology, research philosophy, the choice of a research paradigm, analysing and reviewing existing literature, development of a conceptual model, formulating an adequate research issue and problem statement, developing a quantitative and/or qualitative methodology and research design and research planning. This culminates in a Master Thesis proposal. Applying a research-based learning approach is further supposed to strengthen essential management competencies like problem analysis, schematising & conceptualising, reflection, project management, academic reading and writing, oral & written communication, relationship management, tenacity and flexibility. Research is best learnt by doing. The methods applied should contain both qualitative and quantitative data-collection and data-analysis techniques. This way, a comparison can be made between the relative strengths and weaknesses of the two approaches. The main target for the module is to have participants experience and manage all parts of a research project with a focus on data-collection, data-analysis and presentation of the outcomes. Assessment: Thesis Proposal C4 Personal Value Creation All sectors of the service industry are continuously developing under the influence of different factors. Companies and organisations are searching for employees, managers, and consultants who are able to take a pro-active approach to future developments and act with vision, ambition and creativity. This asks for special qualities and skills. In the module Personal Value Creation, we will focus on these qualities and skills without forgetting the person behind the employee or the manager. A special track will moreover guide the student in his process of writing a Master Thesis proposal. The main aim of this module is to encourage the development of the participant s personal qualities and professional (management) competencies, focusing on the achieving of a high degree of interpersonal skills, self-confidence, initiative and enterprise, and an appropriate attitude to work. The level of achievement with respect to the personal aims should satisfy the requirements mentioned in the personal learning plan and personal learner reports (journal). The group meetings and the individual counselling interviews are also intended as a firstline help for (study)-problems. Assessment: Journals and Essay Teaching & Examination Regulations MISM

39 C5 Master Thesis The Master Thesis writing is undertaken as the final part of the Master programme. It means the culmination of the student's course of study. Most of the acquired knowledge and skills of the previous modules will have a substantial function in this Masterwork. Given the research orientation of the degree, the purpose of the Master Thesis is to demonstrate the student's ability to conduct a piece of original research. Evidence is required of powers of reasoned exposition, logical structuring and scholarly presentation. The Master Thesis is prepared throughout the year and allows the student to develop a particular area of interest more in-depth. Staff assistance will be given by means of tutorials during the preparation phase and supervision during the Master Thesis writing itself. The maximum length of the Master Thesis is 20,000 +/- 10% words. The Board of Examiners will have the discretion to reject Master Thesis s that exceed this limit. Master thesis requirements (1) The master thesis is the last assessment to successfully pass the study. It shall prove that the student has the ability to self dependant work on a problem from the own specification of study according to academic methods and in a given time. (2) The master thesis can be supervised by a member of the School of Hospitality Management and School of Tourism and Leisure Management or any other member of Stenden university competent enough to do so. In case of a supervision by a person not related to Stenden university, the Exam Committee has to agree on the supervisor. The topic of the master thesis has to be announced by the student and to be accorded by the Exam Committee according to the research areas of the available supervisors. (3) The master thesis has to be conducted by only one student. (4) The master thesis may only be conducted and submitted when the complete tuition fee has been paid to Stenden university. (5) The deadline for registration to submit the master thesis will be defined by the Exam Committee. The registration to submit the master thesis is only allowed when the candidate has scored a pass (55% or higher) on all modules of the taught programme. (6) The deadline for the submission of the master thesis is twice a year. The exact date will be communicated by the Exam Committee at least three months in advance on the dedicated digital media. (7) The master thesis has to be handed in to the Masters Office with 2 bound copies, 1 loose leaf copy and 1 CD (no DVD) containing a Word file of the master thesis (no PDF) and all other relevant documents and data, including SPSS spreadsheet if applicable. (8) All 3 printed copies have to be personally signed by the candidate. (9) The candidate has to confirm in written that he/she has conducted the master thesis independently and has not used any other sources than the ones mentioned in master thesis. The candidate has to confirm in written that the master thesis has not been submitted to any other university or by any other person. Teaching & Examination Regulations MISM

40 4.3 Elective modules E1 Project Management This module will take an advanced perspective on the managerial aspects of project management, explaining not only the hows but also the whys of successful strategies. E2 International Management Project The project module offers the possibility for students to participate in a real project from the service industry. Usually there is a small portfolio that students can choose from. The module requires the application of project management methods and will be assessed in line with these. Note: the exact offering of Electives will be decided upon in the second semester of the Academic Year E3 critical Impacts in Tourism The impact of tourism on society is diverse and contains positive as well as negative consequences. A critical analysis of some controversies in tourism will be taught during the module. E4 Change Management This taught module addresses organisations and change. It approaches the aspects of and the perspectives on change management, change processes and the techniques applied in change processes. Teaching & Examination Regulations MISM

41 5. Marking and Assessment Assessment activities are scheduled on the base of continuous assessment and are directly in line with the teaching and learning strategy. This means that assessment instruments are designed to test knowledge, attitude and skills either separately or integrated (competencies testing). The assessment strategy might be based on a mix of student selfassessment, and group and individual assessment by the lecturer / teacher / facilitator. In some specific modules student peer-assessment is also used. Assessment instruments are supported by feedback procedures to students. In modules using Group assessment, the aggregate of the individual parts also has to be passed. Only one re-sit will be offered for every module. The grade on a re-sit can never by higher than 55%. 5.2 Marking and grades Assessments are marked by one of the staff members. Oral examinations (presentations) and the Master Thesis will be double marked. Only one re-sit is offered for every module. Re-sits cannot be used to improve a pass-mark. The dates of the re-sits are published in the year planning of the Master Department. The grade on a re-sit can never by higher than 55%. The classification threshold for each classification band is as follows: Postgraduate 75% and above Distinction 65% % Merit 55% % Pass 0% % Fail 5.3 Handing in Assessments When handing in assessments please be ensure that you have understood and followed all the information provided by the module coordinator. The front page of an assignment must contain the following; Name, student number, relation number, programme name, module name (the standard front page is available on Blackboard). Without these present the assignment will not be graded, the specifications per module can be found in the module books. Course work assessment has to be handed in in hard copy to the Front Desk or other designated Office (if required to be posted on Blackboard). 5.4 Examination Timetable The examination schedule is included in the year planning which is published on Blackboard. Teaching & Examination Regulations MISM

42 5.5 Mitigating circumstances The student can submit details of mitigating circumstances if you experience personal or other difficulties with your studies which you feel may have seriously inhibited your performance or are ill at the time of a scheduled examination or the deadline for submission of coursework. You will need to write a letter to the Examination Committee providing details and supporting evidence of the particular circumstances that affected your studies (see section 13, regulations). Please refer to the year planning for the dates of the exam Committee. 5.6 Publication of Results All results are published on Blackboard and Progress. In both cases the results will only be published by student number and not by name to protect the student privacy. 5.7 Action in the event of failure If a student fails the assessment of a module twice this module cannot be passed in the same academic year unless the Examination Committee decides otherwise. For re-doing a module the following academic year, a proportionate part of the tuition fee has to be paid. The thesis may only be handed in if all taught modules have been passed. 5.8 Awards In addition to the Master award, all postgraduate courses normally offer the subsidiary awards of Postgraduate Certificate or Postgraduate Diploma. The full list of awards and their requirements in terms of credit points and modules passed is as follows: Award Credit Points Modules Required Master 60 European Credits All modules + Master Thesis Postgraduate Diploma Postgraduate Certificate 45 European Credits All modules except Master Thesis 15 European Credits Specific module in unit 1 + module C1 + module C2 Based on the final aggregate average (weighted mean) percentage result, the overall Master award may be graded Master (55-64%), Master with Merit (65 74%), or Master with Distinction (75% plus). Teaching & Examination Regulations MISM

43 6. Course structure The programme consists of 5 units of 10 weeks. (8 teaching weeks and 1 study/ vacation week and 1 exam week). Every week has 40 study hours. Each Unit has a compilation of modules varying in length has 140 or 280 study hours. Every study hour equals 28 European Credits and, depending on the length of the module, the worth of a module in credits is as followed. Module length ECTS in learning hours The programmes are offered in 2 modes, a full time mode and one adjusted mode: part time standard mode. Full time mode: classes are offered regularly during the weeks of the units. Part time standard mode: the programme is basically the same as the full time mode, but the classes are given irregularly at time intervals as condensed classes during a number of adjacent days and evenings. In most cases the participants have a regular job. At least 3 years working experience at managerial level is required. For a diagrammatic overview see the following pages. Teaching & Examination Regulations MISM

44 Master programme (fulltime standard mode) Week Unit 1: Setting the Framework Specific Module 1 Common Core Module Common Core Module EC (MVC) 5 EC (SVC) 5 EC Week Unit 2: Making the Framework operational Specific Module 2 5 EC Common Core Module (Research) 10 EC Teaching & Examination Regulations MISM

45 Week Unit 3: Making the Framework operational Specific Module 3 5 EC Common Core Module (PVC) 5 EC Master Thesis (MT) 5 EC Week Unit 4 : Electives & Master Thesis 1 till 10 Elective module 5 EC Master Thesis 10 EC Each block is 140(5 EC) or 280 (10 EC) learning hours. Each unit is 10 weeks (including 1 self study week and assessments week) Unit 1 and 2: semester 1 Unit 3 and 4: semester 2 Unit 5: summer period Teaching & Examination Regulations MISM

46 Appendix C Links between London Metropolitan University and Stenden University Students on programmes that have been validated by, or are franchises of, London Metropolitan University, are registered with London Metropolitan University and will receive an award of London Metropolitan University. London MetropolitanUniversity accepts responsibility for the quality assurance of these programmes and employs a number of mechanisms to ensure quality, these are: programme validation and review; the employment of an external examiner; annual programme monitoring; assessment boards and most importantly, good communication between the two institutions. London Metropolitan University and Stenden university signed a Memorandum of Agreement (a type of contract) whereby each party agrees the remit of the collaboration and in so doing; the University devolves responsibility for the delivery of the programme to Stenden university. (a) The programme This programme is validated by London Metropolitan University. Students enrol with Stenden University and with London Metropolitan University. This means that on successful completion of all parts of the Stenden University programme they will be awarded the M in International Service Management by Stenden University. If students participate in an additional study trip (equalling a study load of 120 hours) students shall also be awarded the MA International Service Management by London Metropolitan University. They shall be invited to attend the London Metropolitan University s awards ceremony at the Barbican in London. The Assessment Board is responsible for approving the London Metropolitan University awards to the participants. It decides whether a student complies with the end qualification of the programme. It consists of the chair person of the Stenden University s Exam Committee, the course leaders of the programme, the staff of the programme (on request), the Liaison Course Leader of London Metropolitan University, the External Examiner(s) of London Metropolitan University. The Assessment Board will meet at least once a year. If students do not complete the programme, they will be awarded credit for the parts of the programme they have passed. If students have accumulated enough credit they may be entitled to an alternative award. For further information students are referred to the Academic Regulations on the University website at: (b) London Metropolitan University s Regulations London Metropolitan University s Academic Regulations are available to students on the site recommended above. It is also important that students are aware of the regulations governing assessment, certification, appeals and academic misconduct (cheating, collusion and plagiarism). The academic regulations governing your programme have been determined by Stenden University and have been considered by London Metropolitan University as part of its validation of the programme. However, they do not differ from the London Metropolitan University s regulations to the extent that it will be easier or harder for students to complete the award than it is for London Metropolitan University-based students. Where regulations differ, it is because they have been adapted to suit the subject discipline or the Stenden organisation in which the teaching and assessment takes place. On matters of principle however, such as appeals against assessment decisions and academic misconduct, Stenden University s regulations and those of the London Metropolitan University do not differ. Teaching & Examination Regulations MISM

47 (c) British and Dutch validation Apart from the British validation by the London Metropolitan University, the two Master programmes are validated and accredited by the Dutch NVAO as well. This validation/accreditation in the Netherlands is important to be acknowledged by the Dutch Ministery for Higher Education. It means that the programmes are formally registered as professional master programmes and will be taken into account in future political decisions (e.g. funding). Direct advantage for students is that they will receive a Dutch Stenden university as well as a London Metropolitan certificate. For a complete list of registered Master programmes see: Choose accreditatie in the orange bar and chosse the last option beoordeelde opleidingen. Choose studiegebied: economie Choose land: Nederland Choose niveau: HBO-master Choose status: postitief besluit accreditatie (these are programmes accredited at least for the 2nd time) Choose status: positief gestoetste nieuwe opleiding (these are the programmes accredited for the 1st time The Dutch CROHO registration numbers are: Master in International Leisure and Tourism Studies Master in International Service Management For more details about the accredited Stenden university programmes see: choose: raadplegen CROHO op internet in the blue bar. Click start. Type BRIN-number: 22EX (number of Stenden university) Click zoek opleidingen at the bottom of the screen A list will be provided with all accredited Stenden university programmes in the Netherlands. Teaching & Examination Regulations MISM