A recent article in The Chronicle of Higher Education date August 31, 2009 talks about the 5 College Majors on the Rise. The first one listed is Service science. Click here to see more.

Welcome to a unique comprehensive graduate program in Service Management

About the program:

The United States, and indeed the global economy, has moved from a goods producing economy to a services producing economy.  A services driven world requires differences in how to design, develop, deliver and manage.  Almost all the expected growth in jobs and increases in the Gross National Product (GNP) will come within the services industries.

The Howe School of Technology Management in collaboration with the School of Systems and Enterprise here at Stevens Institute of Technology have created a unique Service Management graduate program to address the services market and provide you and your organization with the skills to meet the needs of today and tomorrow. The Service Management program is a multi-disciplinary program that is designed for professionals who wish to improve the predictability, productivity and quality of services by applying management, scientific and engineering disciplines to service.

Core to the growth in services are the premises of a global world that is customer centric.  In this world, technology plays an ever increasing role. Within Stevens, the Howe School of Technology Management and the School of Systems and Enterprises, with their tradition of focusing on technology to deliver solutions that marry technology and business, are in a unique position to help lead how the workforce of the present and future needs to be educated.

A Masters Degree; three graduate certificates in Strategic Service Management, Service Management Operations, or System Engineering and Architecture; targeted short courses.

Degree requirements and Duration:

• Twelve courses (36 credits) are required
• Typically full-time students complete the program in one or two years; part-time students in two to three years

Current students who are interested in the global service industry; as well as people in the work force that are increasing their responsibilities and moving into more managerial and cross-functional positions, with the requisite responsibility to improve business results; and also those that are interested in changing their careers and entering a market with a broad set of needs. Students are those that wish to/are manage in organizations and deal with issues that allow their organization to integrate and manage its people, process, information, and technology to procure or deliver services for their customers in and effective and efficient way.

There are a wide variety of positions that the Service Management Program will prepare its students for. They are:

• Consultants
• Strategists
• Entrepreneurs
• Business Analysts
• Business Development
• Solution Designers
• System Integrators Infrastructure Managers
• Operations Managers
• Program/Project Managers
• Developers
• System Engineers
• System Architects

The Service Management program will meet the busy work place any where and any time to meet the needs of the customer.  Because of this philosophy, the delivery methods are very flexible and can be tailored to meet the needs of the customers.  A few of the delivery methods available are:

• The traditional 13 weeks on campus, either during the day, at night or on Saturday
• 13 weeks on customer sites, either during the day, at night or on Saturday
• 5 day concentrated on customer's site with follow-up over the next 10 weeks
• Web Campus award winning distance learning on the Web

Other hybrid options will be considered as the need arises.

The principle objectives of the Service Management Program are:

• Produce customer oriented business leaders
• Produce T-shaped professionals
• Help to develop skills to thrive in and contribute to the services economy
• Help companies move from optimization to innovation
• Identify the critical elements of customer relationship management
• Understand the capabilities of Business Process Management (BPM)
• Prepare students to analyze and redesign business processes using industry best practices

Admissions are based on a number of factors including:

• Undergraduate major
• Overall undergraduate GPA (3.0)
• Graduate course work (if applicable)
• Work experience (if applicable)
• And two letters of recommendation

• The new course SME 710 - Service Strategy and Design is added to curriculum. Download Flyer here.
  
• Service Management and Engineering program to collaborate with the University of Pretoria in South Africa on Service Science research and curriculum.
  
• New course in Customer Relationship Management launched in January 2009 term. It is now ready for full deployment
• New course in Service Management in the Global World now ready for Summer A
• The unique masters curriculum for the Service Management and Engineering was approved by the gradate school curriculum committee. It is now ready for enrollment.
• A certificate in Strategic Service Management was approved by the graduate school curriculum committer. It is now ready for enrollment starting in summer A.
• A certificate in Service Management Operations was approved by the graduate school curriculum committer. It is now ready for enrollment in the Fall 2009.
• Program Director, Michael Parfett was interviewed about the new Service management program - see YouTube clip.

Download Service Management Brochure