Linda Underhill, Department Chair and Graduate Program Director
(585) 475-7359, lmuism@rit.edu
Program overview
Today’s global economy requires visionary management, a 360-degree view of customers, and breakthrough service strategies. Service leadership and innovation is a graduate program that allows those who work in any industry to transform their organization through novel ways of thinking, problem-solving, and projecting the future. By learning how to see and capitalize on opportunities that others miss, graduates of the program are positioned to take employees, and themselves, to new levels of success in a constantly changing world.
Plan of study
Thesis/Capstone/Exam options
All students must complete a thesis, capstone project, or comprehensive exam as a culminating experience, which allows for the 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 option 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 |
| SERQ-710 | Service Design Fundamentals | 3 |
| SERQ-720 | Service Scenarios and Strategy Development | 3 |
| SERQ-722 | Customer Centricity | 3 |
| SERQ-723 | Service Analytics | 3 |
| SERQ-712 | Breakthrough Thinking, Creativity and Innovation | 3 |
| Concentration Course | 3 | |
| Second Year | ||
| Concentration Courses | 6 | |
| SERQ-795 | Comprehensive Exam | 0 |
| SERQ-711 | Service Design, Implementation and Execution | 3 |
| Elective | 3 | |
| Total Semester Credit Hours | 33 | |
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 | Principles of Research Communication | 3 |
| SERQ-710 | Service Design Fundamentals | 3 |
| SERQ-720 | Service Scenarios and Strategy Development | 3 |
| SERQ-722 | Customer Centricity | 3 |
| SERQ-723 | Service Analytics | 3 |
| SERQ-712 | Breakthrough Thinking, Creativity and Innovation | 3 |
| Second Year | ||
| Concentration Courses | 9 | |
| SERQ-797 | Capstone Project | 3 |
| Total Semester Credit Hours | 33 | |
Service leadership and innovation (thesis option), MS degree, typical course sequence
| Course | Sem. Cr. Hrs. | |
|---|---|---|
| First Year | ||
| GRCS-701 | Research Methods | 3 |
| GRCS-702 | Principles of Research Communication | 3 |
| SERQ-710 | Service Design Fundamentals | 3 |
| SERQ-720 | Service Scenarios and Strategy Development | 3 |
| SERQ-722 | Customer Centricity | 3 |
| SERQ-723 | Service Analytics | 3 |
| SERQ-712 | Breakthrough Thinking, Creativity and Innovation | 3 |
| Second Year | ||
| Concentration Courses | 9 | |
| SERQ-790 | Thesis | 3 |
| Total Semester Credit Hours | 33 | |
Concentrations*
| Course | Sem. Cr. Hrs. | |
|---|---|---|
| Engineering services | ||
| SERQ-740 | Service Leadership | 3 |
| Choose two of the following: | ||
| ISEE-682 | Lean Six Sigma Fundamentals | 3 |
| ISEE-771 | Engineering of Systems I | 3 |
| ISEE-723 | Global Facilities Planning | 3 |
| Higher education | ||
| SERQ-750 | The Student Experience in Higher Education | 3 |
| SERQ-752 | Critical Systems in Higher Education | 3 |
| SERQ-755 | Organizational Leadership in Higher Education | 3 |
| Service systems | ||
| SERQ-730 | Project Management in the Service Sector | 3 |
| SERQ-732 | Assessment of Service Quality | 3 |
| SERQ-735 | The Service Sector | 3 |
* Students may also 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 from an accredited institution,
- Submit official transcripts (in English) of all previously completed undergraduate and graduate course work,
- Have a cumulative GPA of 3.0 or higher (or evidence of relevant professional performance),
- Submit two letters of reference,
- Submit a writing sample designated by the department,
- Participate in an interview with a faculty member (when required by department)
- Submit a graduate application.
- International applicants whose native language is not English must submit scores from the Test of English as a Foreign Language. Minimum scores of 570 (paper-based) or 88 (internet-based) are required. Scores from the International English Language Testing Systems (ILETS) and Pearson Test of English (PTE) will be accepted in place of the TOFEL. The absolute minimum score for consideration for admission is 6.5 for the IELTS and 62 for PTE. Upon arrival at RIT, international students may be asked to take an English language proficiency exam. Those who do not meet the minimum standard will 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 program.
Quarter Curriculum - For Reference Only
Effective fall 2013, RIT converted 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)
| Course | Qtr. 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.