Course Descriptions - Service Leadership and Innovation

GRCS 701 - Research Methods

This is an introductory graduate-level survey course on research design/ methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defi¬ning research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments. CAST and HLTH graduate students only. Dept. approval. Credit 3.

SERQ 710 - Evolving Contexts In Service

In this initial course in the Service Leadership & Innovation graduate program systems thinking is used to explore the concepts of service in a theoretical, future oriented and practical framework. Service systems are examined from a relationship building framework emphasizing the customer-centric view, human and intellectual capital, asset management, technical interactivity and connectivity, and the process and experiential effects of service. Credit 3.

SERQ 711 - Service Design and Implementation

This course implements the use of selected design theories and processes to construct a customer co-created service system/process. Interactive design shapes and mediates the relationships in the service provisions. In the course, students become experienced innovators in a service system environment using design. Credit 3.

SERQ 712 - Breakthrough Thinking, Creativity, and Innovation

This is an introductory survey course on the dynamics of innovation. The course focuses on individual, team and organization level human and systems dynamics that impact organizational innovation. Students gain awareness of, understanding and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders and team leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for this class to pay for the administration of the ISPI and IDNA evaluation instruments. Credit 3.

SERQ 720 - Service Scenario and Strategy Development

The service world has many failures of large, once-successful companies that failed to accomplish the primary goal of every organization: consistently design and deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. This course introduces the concepts, principles, and practices necessary to avoid failure by taking an action-oriented approach to planning, implementing, evaluating, and revising competitive strategy in service -rms. The course will address basic concepts and principles of competitive strategy, the process of developing and implementing strategy in service-centered fi¬rms, development of robust, future-oriented strategies using learning scenarios, strategy mapping, and tools for strategy evaluation such as performance metrics, scorecards and dashboards. Credit 3.

SERQ 722 - Customer Relationship Management/Customer Centricity

The Customer Centricity course allows the learner to manage within their organization interactions with valued customers across multiple channels, and provide options to maximize revenue, build foundations to increase customer experience/value and drive customer retention and commitment. The student will learn to identify strategies and implement beneficial relationships with customers by learning about service elements that are critical to consumers. Credit 3.

SERQ 723 - Service Performance Metrics/Service Analytics

Service Analytics is a specialization graduate course designed to build on the foundation of quantitative and qualitative skills necessary to ensure high levels of service quality, efficiencies and effectiveness in service organizations. The class will synthesize both current metrics and analytics, and develop new analytics associated with continuous improvement using a new set of Key Performance Indicators (KPI's) and will devise a service measurement scorecard utilizing and integrating best practices, metrics, analytics and other reporting methods us from many different industries and service sectors. Credit 3.

SERQ 730 - Project Management in NFP

Managing public sector projects is a complex, demanding process involving ethical considerations, leadership, the ability to understand complex rules and regulations, the politics of the administration and the vagaries of the budget process. This conceptual framework will address planning, selection of team members, contracts and agreements, monitoring and adjusting the project progress and completion of the project through turnkey stages. The end result of this process is to contribute to establishment of trust of the public, minimize failure and maximize success. Credit 3.

SERQ 740 - Leadership Tools & Techniques

This course will allow students to be aware of and utilize tools and techniques to build and sustain leadership skills. The course approaches leadership development from a systems perspective examining and mastering proactive leadership approaches, understanding and using team building and team learning, examining various leadership techniques including, benchmarking, continuous improvement, six sigma and lean, gap analysis and more. Dialog and case analysis are used to enable all students to comprehend the myriad of tools available and be able to construct a stronger service organization. Credit 3.

SERQ 794 - Integrative Problem Solving

Students will demonstrate synthesis and integration of the theories and foundation principles of their discipline. This will be achieved through application of core knowledge in a series of progressive problem situations culminating in a comprehensive examination. To be successful students must receive a passing grade of at least

80% in the course. Students will have one additional opportunity to register for and pass the Integrative problems solving course if their initial attempt result in a failing grade. (No more than 12 semester hours of coursework remaining to complete the program; completion of all core courses in their program; be currently enrolled in the program; possess a program GPA of 3.0 or higher; No outstanding incomplete grades, nor can the student be on academic/disciplinary probation.

SERQ 795 - Comprehensive Exam

Students will demonstrate synthesis and integration of the theories and foundation principles of their discipline to respond to questions found in the comprehensive examination. This demonstration will apply core knowledge to problem situations to be successful students must receive a passing grade of at least 80%. (12 semester hours or less of coursework remaining to complete the program; completion of all core courses in the discipline; currently enrolled in the program; possess a program GPA of 3.0 or higher; No outstanding incomplete grades; student cannot be on academic/disciplinary probation; For disciplines requiring Integrative problem solving successful completion of that course. Credit 0.

SERQ 797 - Capstone Project

The purpose of this course is to provide students the opportunity to conduct research, develop a plan and evaluation components and submit the project as a demonstration of ¬final proficiency in the program. The topic selected by the student will be guided by the faculty teaching the class and it will require the student to