Online Study
Service Leadership and Innovation
Program Overview
This certificate has been developed to offer service professionals and organizations cutting edge skills, abilities, and applied service knowledge. More specifically, the certificate is for those seeking to achieve service leadership and change, build service performance packages and delivery systems, use multiple service metrics from feedback systems, employ creativity to achieve innovation, and construct and implement strategic direction. The certificate will heighten the student's capacity to function in today's highly competitive and quickly evolving service environment.
The certificate in service leadership and innovation combines five courses from the existing master's degree program in service management. Concepts mastered during the program include:
* understanding service performance system design and implementation parameters,
* understanding and using service value delivery system structures and processes,
* comprehending the evolving strategic environment of service-sector businesses,
* establishing and using service-system elements,
* building service metrics from feedback processes,
* understanding and implementing customer relationship management, and
* constructing innovative approaches to service and managing those changes.
Curriculum Review
Program Content (20 credits)
0625-750 Elements of Service Management
0625-825 Strategic Processes of Service Firms
0625-842 Customer Relationship Management
0625-844 Breakthrough Thinking
0625-849 Service Performance Metrics
Admission Requirements
The certificate is open to qualified students who meet the requirements for graduate study, and is offered through part-time on campus or online study. Certificate courses are introductory to graduate courses in each area and thus require no prerequisite course work. The certificate may be completed as a stand-alone credential, serve as an entry point for the MS program, or be used to fulfill the requirements for a professional concentration in the cross-disciplinary professional studies MS program. Qualified students may use individual courses, or the certificate, in other RIT graduate programs with the appropriate approvals.