Master of Science in

Service Management

Rochester Institute of TechnologyRochester, NY

and

PUCMMSanto Domingo, DR

2006/2007

A C

M T

Vision“RIT will lead higher education in preparing students for successful

career development over their lifetimes.”Founded in 1829

A privately endowed co-educational university 15th largest private university in the US

15,000+ students8 Colleges – 179 undergraduate & 69 graduate degrees

Internationally recognized global connectionOver 95 countries represented

Over 1340 international studentsUS News & World Reports ranks RIT among top

Master’s schoolsChartered by the legislature of New York State

Accreditation by Middle States

Rochester Institute of Technology

Pontificia Universidad Catolica Madre y Maestra

International cooperation model - Rochester Institute of Technology, Tompkins-Cortland Comm. College & PUCMMEffective communication, contact, and partnering with business, alumni, industry, government, and the community. Programs began in 1997.

Driving Forces In Today’s Competitive Environment

Evolving service sector scale and scope

Affluent consumer

Technology Implications

Changing markets – networked, customized, flexible

Competitive architecture today: a need for…Leadership

Innovation and creativity

Transformation

TheOrganization

TheCustomer

Zone of Engagement

Create Immediate SatisfactionDrive Customer RevenueBuild LoyaltySustain Long Term Value

The Master of Science in Service Management

Service Management Degree – Major Content Areas

Change to service environmentsService Strategy – Relationship buildingHuman Capital DevelopmentService Systems and Process MappingPerformance Metrics- evaluation of service systems

Course Titles and Highlights0625-844 Breakthrough Thinking, Creativity & Innovation 4crCreating and implementing organizations that learnBuilding effective service teams

Breakthrough Thinking by Nadler and HibinoThe Fifth Discipline Fieldbook by P. SengeBreakthrough Thinking, Harvard Business SchoolBuilding Excellence Self Assessment

0625-750 Elements of Service Management: A Systems Approach 4crService Leadership and change in service environmentsElements in service practiceSystems thinking and mapping service systemsPerformance systems, value delivery systems and value propositions

Service Management by J.A. FitzsimmonsBlur by S. DavisFuture Perfect by S. DavisDelivering Profitable Values by M. Lanning

0625 Workforce Development 4crOrganizations share many fundamental issues; of critical importance is how to ensure that their employees are adequately prepared, organized, and managed to support common goals with flexibility. Workforce Development examines human capital development issues from strategic, managerial, and learning perspectives.  Students will examine various readings, analyze case studies and reflect on personal work experience in order to identify the myriad forces affecting global work environments.  Small group discussion will serve as a forum for comments and feedback for students and the instructor.

Course Titles and Highlights0624-825 Strategic Process of Service Firms 4cr

Developing and transforming the service organization

Building strategic processes and metrics

Relationship management as a service concept

Experience economy

The Experience Economy by Pine and Gilmore

Strategy and Enterprise Value in the Relationship Economy by B. Morgan

0625-849 Service Performance Metrics 4cr

Service performance measurement and improvement

Evaluation and measurement tools & techniques

Innovation tools and techniques

Various Handouts

625-846 Service Leadership Futures 4cr

Use scenario Planning as a strategic tool

Simulate current & future service environments

Develop several plausible service futures

Learning from the Future by L. Fahey

Course Titles and Highlights

0625-842 Customer Relationship Management (CRM) 4cr

CRM business models

Life cycle customer management tools and models

Designing and implementing CRM systems

Customer Revolution by P. Seybold

Accelerating Customer Relationships: Using CRM and Relationship Technologies by R. Swift

0624-770 Service Leadership: Examining & Implementing Change 4cr

Principle-centered leaders and organizations

Change in service organizations and systems

Current lessons in leadership

Lessons from the Top by T. Neff

Dance of Change by P. Senge

Synchronicity by J. Jaworski

Who Moved My Cheese by S. Johnson

Program Highlights

Executive Leader DeliveryIn-depth discussion of contentApplied team work and projectsIndustry partnering

Executive Leader Format – Total Degree 48 credits1 course per week every other 2 months approx.8 courses (32 credits) plus applied project (4

credits) Credit for Life Experience (12 credits)

Schedule: Monday, Tuesday and Wednesday 6:00PM- 10:00PM

Thursday, Friday and Saturday: 8:00 AM-5:00PM

Service Management:

Leadership, Transition and Recovery Examples of projects

Free Agency and the OrganizationGregg Chalmers *

A Transformation Framework for Services in the Hospitality IndustryGuillermo J. Graglia *

Quest for Survival: What Comprises an Effective Team?Kathleen M. Brayer *

Managing in a Post-merger/Post-acquisition Period in Service Industry: Focus on Bank Industry in the Rochester AreaDilyara B. Daminova

The Impact of Socio-economic Strategies on Crime and Service in Developing Countries: A Focus on South AfricaMarna van Deventer

Achieving Customer Delight through Employee Driven TeamsPhil Guarno *

The Influences of Customer Attitudes and Perceptions about Pesticides and Produce Quality on Technology TransferWilliam M. Pool*

Service Management:

Leadership, Transition and Recovery * Executive Leader

Technology Delivery: Are We Doing All We Can?Scott V. Greene *

Employee Surveys: A Case StudyTina Elwood Meyers *

Benchmarking Cross-Functional Teams in the Car Rental IndustryIris C. Wolfson

Temporary Labor: Issues of Training, Motivating and Retraining a Temporary WorkforceKerry Beadle *

Designing a Service Recovery Training ProgramHector J. Garcia

Post Service Customer Satisfaction MeasuresJason H. Karr

Service Management:

Leadership, Transition and Recovery * Executive Leader

Team Learning in an Undergraduate Setting in CroatiaMarvin Deitz *

Leadership Characteristics in an Organizational TransformationEdward W. Keyes *

Corporate Universities: Partnering with Higher EducationStacy A. Siegel

Researching Potential Partners for an Equestrian Leaning Center in Frankenmuth, MITracey A. Weber *

Ontario Superhost: What is the Value to Service Providers?Susan E. Hamer *

A Model: An Organization that Fosters Internal Motivation: A Systems PerspectiveSheila A. Barber

An Examination of Service Quality: An Internal StudyAndrea Wolak *

Program Benefits

High relevance to evolving global, regional & local service economiesFuture-focused content and application examplesValuable expertise from faculty, group of colleagues, and industry partnersIntensive and focused schedule – 15 monthsTeam learning cohort

Program Requirements

Costs - $11,500 USD (including books, coffee breaks and Graduation dinner)

5 years of experience upon admission evaluation

Admissions application

Bachelor's degree transcript in English

Interview, resume, and 2 letters of recommendation (in English)

Michigan Test of English or Interview in English

Example of Industry Partners 2002-2005

Siewert Equipment Co.Greg Chalmers

The Greening GroupBud Rusitzky

LucentClaudia Guerrero

VerizonMaril NunezMario Boeri

Xerox Corp.Scott Greene

Strong Memorial HospitalJames Fredrickson

Casa de CampoPatricia O´Rourke

MarriottPhil Guarno

HiltonPeter Roland

HeinzJason Rowland

American CasinosTony Tognarelli

ITLAKatty García

American Chemical SocietyPeter Huggins

SheratonChuck Simon

Sysco FoodsZeneida Granados

Charter One BankMichelle Fairbrother

Banco PopularMaximo Galván

American AirlinesKathleen Muldermans

Hyatt RegencyJennifer Schuler

E. León JiménezMa. Eugenia Castillo

Wegmans Food & PharmacyTina Meyers

Christopher Scott

First Source BankWilliam Hobing

Rochester Riverside Convention Center

David Killion

RIT Inn & Conference CenterJanice Emerson

Contact ListGuillermo Graglia

PUCMMEmail: ggraglia@pucmm.edu

James W. Jacobs, Jr.Rochester Institute of Technology585 475 6017Email: JWJISM@rit.edu