Course Schedule and Study Plan
Course Schedule
The ISS Program includes on-campus modules and additional studies. The focus is on efficient teaching and learning: Small study groups, work in seminars, project-based lectures, self-guided learning by highly-motivated students and use of modern media (E-learning).
The MBA Service Management Program lasts 2 years (4 semesters). In each semester, 3 to 4 on-campus study modules are offered, each lasting 7–10 days. The period of time in between these modules is about 4 weeks. The off-campus periods are reserved for the additional studies and self study.
In many cases, the additional studies, e.g. seminar papers, case studies, business games or software exercises can be accomplished by students individually, out-side the classroom lectures. Support from the ISS is available via Internet.
The Master Thesis is prepared during the fourth semester; individual support is provided by the ISS faculty. For that reason, only two on-campus modules are planned in the 4th semester.
The total work load of the MBA Service Management Program is 1.957 h (for a 2-year study timeframe), with 570 lessons of classroom teaching (1 lesson = 0.75 hours) and 269 lessons for additional studies.
For their self-studies, students can access the teaching materials of the ISS-E-Learning platform, the HSU library with its comprehensive collection of text and reference books, its worldwide online search routine and interlending network.
Study Plan MBA Service Manager
| Modul | Inhalte | Credit points | |
|---|---|---|---|
| 1 | Business Fundamentals for International Service | Business Administration, Economics, international Economics, Statistics, Managerial Decisions | – |
| Business Management | Business Mgt, Enterprise IT–Systems | 3 | |
| Service Management I | Strategic Mgt, Operational Mgt, Service Engineering I, Business Cases/Project Work | 6 | |
| Service Marketing I | Strategic Service Marketing, Operational Service Marketing, Business Cases | 3 | |
| Skills I | Teambuilding, Potential
Analysis, Time and Resource Mgt, Presentation Skills |
1 | |
| 2 | Finance and Controlling of Services | Finance and Investment in Services, Service Controlling, Business Cases | 4 |
| Service Management II | Workshop Mgt, Field and Support Mgt, Service Logistics and Supply Chain Mgt | 4 | |
| Legal Aspects | National and International Business Law, Company Law and Labour Law, Legal Aspects in Service Mgt | 4 | |
| Human Resources Mgt and Organisation | National and International HR–Mgt, Service Organisation, Business Cases | 4 | |
| Skills II | Teamcoaching, Corporate Governance and Ethics | 1 | |
| 3 | Process and Project Management | Efficient Process and Project Mgt, IT–Systems in P+P Mgt, Quality Mgt in Service Business, Partner Mgt and Auditing | 4 |
| Service Management III | Service Sales Mgt, Consultative Selling, Complaint Mgt | 5 | |
| Service Management IV | Compulsatory
optional: Call Center Mgt and Remote Service, Knowledge–Database, Update, Upgrade and EOL–Policy, Multi Vendor and General Maintenance Mgt, Root Cause Analysis and Decision Making, Business Cases |
3 | |
| Service Marketing II | Compulsatory
optional: Internal Marketing, International Communication for Services, eCommerce, Customer and User Training, Service Engineering II, Business Cases |
3 | |
| Innovation and Change Management | Innovation and Change Mgt, Innovation and Change Mgt in Services, Seminar | 4 | |
| Skills III | Teamcoaching,
Negotiation Skills, Conflict Mgt, Creativity Techniques |
1 | |
| 4 | International Service | International Service Strategies, International Service Operations, Business Cases/Project Work | 4 |
| Skills IV | Teamcoaching, Intercultural Training, Leadership of Intercultural Teams | 1 | |
| Master–Thesis | Work Load 400–500 h | 15 | |
| 70 |
