Department of Manufacturing & Mechanical Engineering Technology / Packaging Science

Service Leadership & Innovation

Overview

 Linda Underhill, Graduate Program Chair
(585) 475-7359, lmuism@rit.edu

Service leadership and innovation is a graduate program designed to provide students with the capability to transform their service organizations. Service is no longer a subset of manufacturing era thinking. Today, it is a thinking system that examines and produces change across the totality of organizational environments and the economy. The global environment imposes significant responsibility on leadership. Trends, drive the need for changes, include connectivity, information access, globalism, and more. In all, customers expect to receive value in all their service experiences. As such, the MS in service leadership and innovation fills an emerging need in the many service businesses and industries that focus on understanding various customer relationships.

The program is flexible and can be completed through either full- and part-time study. Courses are on-line and  in the evenings. Full-time students may complete the program within three or four quarters, or one academic year.

The degree requires completion of a minimum of 36 semester credit hours.

Students choose electives that best meet their career interests. Courses may be taken in other graduate-level programs at RIT, with permission. A limited number of credit hours (not counted toward another degree) may be considered for transfer credit from another college or university.

Upon matriculation, each student is assigned an advisor. Together, the student and adviser develop a plan of study. For specific questions about courses and a plan of study, the adviser or program chair should be consulted.

** This course selection applies to the traditional on-campus and on-line program. Cohort programs off-site do not have a choice of courses as they have defined plans of study arranged by the international location.**

Service Leadership and Innovation, MS degree, typical course sequence (semesters), effective fall 2013


Course Number Course Name Sem. Cr. Hrs.
SERQ 700 Research Design and Methods 3
SERQ 702 Graduate Writing Strategies 3
SERQ 710 Evolving Contexts in Service 3
SERQ 720 Service Scenarios & Strategy Development 3
SERQ 722 Customer Centricity 3
SERQ 723 Service Analytics 3
SERQ 770 Breakthrough Thinking: Methods 3
  Concentration Courses (see conc. section below) 9
  EXIT STRATEGIES (Option A,B,C)  
OPTION A    
SERQ 790 Thesis 6
OPTION B    
SERQ 797 Capstone Project 3
SERQ 711 Service Design, Implementation, and Execution 3
OPTION C    
SERQ 794 Intergrated Problem Solving 3
SERQ 795 Comprehensive Exam; 0
SERQ 711 Service Design, Implementation and Execution 3
  TOTAL SEMESTER CREDIT HOURS 36

Concentrations

Completion of one concentration is required. Three required courses are in each concentration, total required concentration is 9 semester credit hours. **A customized concentration of three courses may be developed, but requires department approval. A customized concentration cannot include additional business-related courses.**


CLICK ON A CONCENTRATION TITLE BELOW TO EXPAND AND VIEW REQUIRED CONCENTRATION COURSES

Course Number Course Name Sem. Cr. Hrs.
SERQ 750 The Student Experience in Higher Education 3
SERQ 751 Critical Systems in Higher Education 3
HRDE 755 Organization and Leadership in Higher Education 3
Course Number Course Name Sem. Cr. Hrs.
SERQ 740 Service Leadership Tools and Techniques 3
  CHOOSE TWO OF THE FOLLOWING THREE COURSES  
ISEE 682 Lean Six Sigma Fundamentals 3
ISEE 723 Global Facilities Planning 3
ISEE 771 Engineering of Systems I 3
Course Number Course Name Sem. Cr. Hrs.
SERQ 730 Project Management (NFP) 3
SERQ 732 Service Quality Process NFP 3
SERQ 735 Data Mining NFP 3

Prior to being admitted to the MS program, applicants must illustrate that their previous training, ability, practical experience, and education indicate a reasonable chance of success. The complete list of admission requirements includes the following:

  • Graduate application
  • Baccalaureate degree or equivalent from an accredited institution
  • Official undergraduate transcript(s) (in English)
  • Two professional recommendations
  • A resume
  • Undergraduate GPA of 3.0 or above, or evidence of relevant professional performance.
  • Foundation course work with grades of 3.0 or higher (if required)

The Test of English as a Foreign Language is required for international students. Applicants must achieve a minimum score of at least 570 (paper-based), 230 (computer-based), or 88-89 (Internet-based) to be considered for admission. Scores from the International English Language Testing System (IELTS) exam will be accepted in place of the TOEFL exam. The absolute minimum score for an unconditional acceptance is 6.5.