Focus on crafting systems and strategies to achieve growth in your organization.
The advanced certificate in service leadership and innovation provides a curriculum that focuses on the elements of system design and future scenarios to develop strategy, and on organizing plans to achieve future aspirations. This certificate is appropriate for CEO and COO’s oriented to helping their organizations achieve sustainable growth capitalizing on their human potential as well as those interested in evolving into these roles within a human resource department.
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Service Leadership and Innovation, advanced certificate, typical course sequence
Sem. Cr. Hrs.
Service Design Fundamentals
Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines.
Service Scenario and Strategy Development
The service world has many examples of once-successful companies that failed to accomplish the primary goal of every organization: consistently design, deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. Today’s organizational leaders must be able to develop and implement strategies that ensure the continued competitiveness of their organizations, and identify and leverage opportunities for growth and innovation brought about by change. Firmly grounded in the fundamentals of strategy development this course prepares students to create and sustain competitive advantage; and to apply key foresight techniques including scenario planning to anticipate future opportunities.
Project Management in the Service Sector
Managing public and private 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 stakeholders, minimize failure and maximize success.
Data Mining in the Service Sector
To gather and analyze public/private service sector information to inform decisions is the goal of every public/private sector administration. Data can drive success of governments and organizations or lead to their downfall. This course will explore data mining used in the public/private sector, how to gather it and utilize the results of the data collections to inform decisions that reflect the needs and desires of the stakeholders in this sector.
Total Semester Credit Hours
To be considered for admission to the advanced certificate in service leadership and innovation, candidates must fulfill the following requirements:
Hold a baccalaureate degree (or equivalent) from an accredited university or college.
Submit official transcripts (in English) of all previously completed undergraduate and graduate course work.
Have a minimum cumulative GPA of 3.0 (or equivalent).
Submit a personal statement and writing sample.
Submit a current resume or curriculum vitae.
Submit two letters of recommendation from academic or professional sources.
International applicants whose native language is not English must submit scores from the TOEFL, IELTS, or PTE. A minimum TOEFL score of 88 (internet-based) is required. A minimum IELTS score of 6.5 is required. The English language test score requirement is waived for native speakers of English or for those submitting transcripts from degrees earned at American institutions.