Site-wide links

Service Leadership and Innovation MS

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

http://www.rit.edu/cast/servicesystems/service-leadership-and-innovation.php

Program overview

The service leadership and innovation program provides students with the capability to transform their service organizations. Service is no longer a subset of manufacturing era thinking. The program includes core courses, concentration courses, and a comprehensive exam. Students may choose among three concentrations: engineering services, higher education, or service systems. Students, with permission, may complete a capstone project or thesis in place of the exam. These options require faculty and department chair approval.

Thesis/Capstone/Exam options

All students must complete a thesis, capstone project, or comprehensive exam as a culminating experience allowing for demonstration of competencies for theory and application material for the discipline. Students will be informed by the program adviser and/or program faculty as to which option is most appropriate based on career goals and objectives. In the program the default is to complete the comprehensive examination upon completion of required and elective course work. If a student seeks to complete a thesis or capstone project, this alternative strategy is possible if the faculty adviser and department chair agrees with the student in their ability to complete this strategy.

Curriculum

Service leadership and innovation (comprehensive exam option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701 Research Methods 3
GRCS-702 Graduate Writing Strategies 3
SERQ-710 Evolving Contexts in Service 3
SERQ-720 Service Scenarios and Strategy Development 3
SERQ-722 Customer Centricity 3
SERQ-723 Service Analytics 3
SERQ-770 Breakthrough Thinking, Creativity and Innovation 3
Second Year
  Concentration Courses 9
SERQ-795 Comprehensive Exam* 0
SERQ-711 Service Design and Implementation 3
SERQ-794 Integrated Problem Solving 3
Total Semester Credit Hours 36

Service leadership and innovation (capstone project option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701 Research Methods 3
GRCS-702 Graduate Writing Strategies 3
SERQ-710 Evolving Contexts in Service 3
SERQ-720 Service Scenarios and Strategy Development 3
SERQ-722 Customer Centricity 3
SERQ-723 Service Analytics 3
SERQ-770 Breakthrough Thinking, Creativity and Innovation 3
Second Year
  Concentration Courses 9
  Capstone Project  
SERQ-711 Service Design and Implementation 3
SERQ-794 Integrated Problem Solving 3
Total Semester Credit Hours 36

Service leadership and innovation (thesis option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701 Research Methods 3
GRCS-702 Graduate Writing Strategies 3
SERQ-710 Evolving Contexts in Service 3
SERQ-720 Service Scenarios and Strategy Development 3
SERQ-722 Customer Centricity 3
SERQ-723 Service Analytics 3
SERQ-770 Breakthrough Thinking, Creativity and Innovation 3
Second Year
  Concentration Courses 9
  Thesis 6
Total Semester Credit Hours 36

Concentrations

Course Sem. Cr. Hrs.
Engineering services
SERQ-740 Service Leadership Tools and Techniques 3
Choose two or three of the following:  
   CQAS-682    Lean Six Sigma Fundamentals 3
   ISEE-771    Engineering of Systems I 3
   ISEE-723    Global Facilities Planning 3
Service systems
SERQ-730 Managing Not-For-Profit, Public Sector Projects 3
SERQ-732 Service Quality Process in the Not-For-Profit, Public Sector 3
SERQ-735 Data Mining in Not-For-Profit, Public Sector 3

Students may customize a concentration with the approval of the department. Please note: customized concentrations cannot include additional business related courses.

Admission requirements

To be considered for admission to the MS in service leadership and innovation, candidates must fulfill the following requirements:

  • Hold a baccalaureate degree (or equivalent) from an accredited institution,
  • Submit official transcripts (in English) of all previously completed undergraduate and graduate course work,
  • Submit two professional recommendations,
  • Submit a current resume,
  • Have a minimum undergraduate GPA of 3.0 and evidence of relevant professional performance,
  • Have completed foundation course work with a GPA of 3.0 or higher (if required), and
  • Complete a graduate application.
  • International applicants whose native language is not English must submit scores from the Test of English as a Foreign Language (TOEFL). Minimum combined scores of 570 (paper-based) or 88-89 (Internet-based) are required. Scores from the International English Language Testing System (IELTS) are accepted in place of the TOEFL exam. Minimum acceptable scores will vary; however, the absolute minimum score for unconditional acceptance is 6.5. Those who do not meet the minimum standards may be required to take additional English language courses.

All required admission materials must be submitted and reviewed by faculty prior to the completion of 9 semester credit hours of graduate course work in the progam.

[arrow] Click to view program requirements in the Quarter Calendar

Quarter Curriculum - For Reference Only

Effective fall 2013, RIT will convert its academic calendar from quarters to semesters. The following content has been made available as reference only. Currently matriculated students who began their academic programs in quarters should consult their academic adviser for guidance and course selection.

Program overview

Service leadership and innovation is a 48 quarter credit hour program designed to provide students with the capability to transform their service organizations. Service is no longer a subset of manufacturing era thinking. The program includes core courses, professional electives and concentrations, and a comprehensive exam. Students, with permission may complete a capstone capstone project or thesis in place of the exam.

Curriculum

Service leadership and innovation, MS degree, typical course sequence (quarters)

CourseQtr. Cr. Hrs.
First Year
0625-708 Library Research 1
0624-770 Service Leadership 4
0625-750 Elements of Service Management: A Systems Approach 4
0625-790 Research Methods 4
0624-825 Strategic Process of Service Firms 4
0626-735 Human Capital Strategies 4
0625-849 Service Performance Metrics 4
0626-755 Graduate Writing 3
  Professional Electives 12
0625-895 Comprehensive Exam* 0
0625-794 Integrated Problem Solving 4
0625-844 Breakthrough Thinking, Creativity and Innovation 4
Total Quarter Credit Hours 48

* Students typically complete the Comprehensive Exam (0625-895), Intergrated Problemsolving (0625-794), and Breakthrough Thinking, Creativity and Innovation (0625-844). However, with department approval, students may request to complete a capstone project plus Breakthrough Thinking, Creativity and Innovation (0625-844), or a thesis (which requires no additional course work).

Electives

Electives may be chosen from human resource development, hospitality-tourism management, or technical electives. Electives must be approved in advance and students must meet all prerequisite requirements.

Students may customize a concentration with the approval of the department. Please note: customized concentrations cannot include additional business related courses.

Admission requirements

To be considered for admission to the MS in service leadership and innovation, candidates must fulfill the following requirements:

  • Hold a baccalaureate degree (or equivalent) from an accredited institution,
  • Submit official transcripts (in English) of all previously completed undegraduate and graduate course work,
  • Submit two professional recommendations,
  • Submit a current resume,
  • Have an undergraduate GPA of 3.0 or above, or evidence of relevant professional performance,
  • Have completed foundation course work with a GPA of 3.0 or higher (if required), and
  • Complete a graduate application.
  • International applicants whose native language is not English must submit scores from the Test of English as a Foreign Language (TOEFL). Minimum scores of 550 (paper-based), or 79 (Internet-based) are required. Scores from the International English Language Testing System (IELTS) are accepted in place of the TOEFL exam. Minimum acceptable scores will vary; however, the absolute minimum score for an unconditional acceptance is 6.5.  

Additional information

Study options

The program is flexible and can be completed through either full- and part-time study. Courses are offered in the evenings, on weekends, or through a weeklong format. Many of the program's courses may be completed online. Full-time students may complete the program within three quarters, or one academic year.

The executive leader option may be completed in one academic year for candidates whose schedules can accommodate two courses per quarter. The program typically begins in the fall quarter, enabling a class of students to progress through the program together as a group.

Thesis/Capstone/Exam options

All students must complete a thesis, capstone project, or comprehensive exam as a culminating experience allowing for demonstration of competencies for theory and application material for the discipline. Students will be advised by the program adviser and/or program faculty as which option is most appropriate based on career goals and objectives. In the program the default is to complete the comprehensive examination upon completion of required and elective course work unless a student seeks to complete a thesis or capstone project. This alternative strategy is possible if the faculty adviser and department chair agrees with the student in their ability to complete this strategy.