ma - ISS International Business School of Service Management

Daniela Sembol, Sixt AG, ISS-Absolventin 2012
InternatIonal MarKetInG, SaleS and relatIonSHIP ManaGeMent
M.A.
MaSter of artS (M.a.) InternatIonal MarKetInG,
SaleS and relatIonSHIP ManaGeMent
PoStGraduate buSIneSS deGree In enGlISH (dual or Part-tIMe)
unIverSIty of aPPlIed ScIenceS for ManaGeMent and buSIneSS develoPMent
State-recoGnISed and fIbaa-accredIted
State-recognised
business school
www.iss-hamburg.de
M.a. Mba
b.a.
acadeMy
conSultInG
reSearcH
excellence

M.A. InternAtIOnAl MArketInG, SAleS AnD relAtIOnSHIP MAnAGeMent
Develop your company and career with an ISS Master‘s Degree.
Over the last thirty years, the service sector has become the largest sector of economy in
the Western World and also its fastest-growing sector.
Being acutely aware of the fact that marketing and sales constitute a considerable element
in today‘s service economy, the ISS Hamburg created a study programme that not
only deals with sales, product and services marketing, but also integrates relationship
management, another distinct feature for stabilising and securing sales figures and customer
loyalty on a long-term basis.
the M.A. “International Marketing, Sales and
relationship Management”
- Qualifies experts and executives in a competent, application-oriented way for
successful international marketing activities.
- Aims at the development and commercialisation of products and services
according to the specific needs of the targeted countries.
- Provides relevant know-how in brand marketing and sales management to
promote brands and ensure their value proposition on a worldwide scale.
- Is based on current research and best practices from leading service providers.
Applicable knowledge and expertise throughout your career
Graduates are qualified for working for international companies with a worldwide operation
span as well as implementing international marketing, sales and services strategies
in companies operating in a specific country/market.
Curriculum: ISS study blocks in Hamburg (DE) / optional Karlstad (SE), Dublin (IE), New Delhi (IN) or Columbus (US)
Marketing, Services
and Relationship
International Marketing Research
Global Marketing and Sales Strategy
Brand, Product- and
Services Management
Sales Distribution and Pricing
Promotion
Value Chain Management
Controlling and Quality Management
Business Partners:
International Business
Management and Skills
Global Economics
Business Development
Service Orientation and Culture
for Corporations
Leadership and Management
International Business Behaviour
Driving Performance in
Marketing and Sales
Prof. Dr. Odd Gisholt
President ISS Hamburg
»Marketing is market-oriented leadership
– and marketing is about value
creation for the customer. Building
and enhancing the customer relationship
are core competencies for
each company’s success.«
Sales, Service
and Relationship
Sales and Service Strategy
Global Account and
Customer Relationship Management
Integrated Market and Customer
Management
Customer Touch Point Management

GenerAl BUSIneSS SkIllS – FlexIBle StrUCtUre – SPeCIAlISeD knOWleDGe
With the M.A. programme “International Marketing, Sales and Relationship Management”
the ISS Hamburg assists companies and enterprises in staying competitive in national
and international markets through corporate development with qualified specialists,
executives and leaders.
Business or non-business academic background
The M.A. programme offers a solid foundation of general business knowledge to people
from a multitude of industries and prior academic backgrounds (e.g. industry or services
business). In addition, it gives graduates who wish to broaden their knowledge and to
enhance their personal competencies the chance to specialise in the fields of marketing,
sales and relationship management.
Choosing between two study options
The postgraduate programme is available on a dual and on a part-time basis (both 120
ECTS credits). The latter one is designed for 32 months and includes practical work project,
while the “Dual Master” with a study-integrated traineeship in Germany or a country
abroad is completed within 24 months.
Blended learning approach - room for individual priorities
Postgraduate core modules and elective specialisations at ISS are taught during on-campus
study phases, which are each preceded and succeeded by mandatory webinar sessions.
The efficient programme structure of just 2 on-campus study blocks of 6-8 days per
semester allows students to spend more practical time with their employers.
ISS modules are not designed to take place in a consecutive order. Hence the students
can set up an individual study schedule according to their personal needs.
Module: Webinar I On-campus lecture Webinar II
International focus
The Master‘s programme has an explicit international focus aiming to impart skills for
international marketing and sales management, which qualify graduates for technical
and managerial positions in multinational companies.
Advantages for companies
– Employees with the necessary know-how and skills
to develop holistic solutions for customers
– Interdisciplinary insights into business processes
– Interrelated understanding of product and services
marketing, and sales and service execution for global
brand management
– Country-specific marketing, sales and service concepts
– Competitive advantage through the combination of
service, marketing and sales
– Graduates with relevant practical experience
– Knowledge transfer from student and research projects
– Successful tool to improve employee retention/loyalty
Benefits for students
Prof. Dr. Bo edvardsson
karlstad University, Sweden
(ISS Partner University)
– Holistic understanding of customer demands and
markets, products and services, software and systems
– Multitude of industries and academic backgrounds
– Various different elective specialisations
– Practical experience through traineeship and project work
– Personal development through skills training
– Individual student advisory service and support
– Intense mentoring during the composition of the
Master‘s Thesis
– Long-established international networks
»In a globalised world we need to
concentrate on the “new” product of
hardware, software and service in the
solution business with regard to our
clients.«
Brand Promise
Marketing
Customer
Business Models
Brand Fulfilment
Sales Channels Service
triangle: Focus M.A. International Marketing,
Sales and relationship Management
– Excellent professional perspectives on the labour market

ISS Hamburg - University of Applied Sciences for
Management and Business Development
The ISS Hamburg is a state-recognised, private university of applied
sciences, which runs officially accredited B.A., M.A. and MBA
programmes, pursues international research activities and excels
in corporate development programmes. ISS Hamburg distinguishes
itself from other business schools by its special focus on the
field of service management, its thorough application-oriented
and innovative teaching methods as well as its genuine international
approach.
The ISS Hamburg offers a unique study structure for all its programmes
with flexible entrance dates, the possibility to commence
and combine study modules according to individual needs
and interests, a combination of webinars and on-campus study
time as well as personal student advisory services and support.
Why ISS Hamburg?
- Dual Master (24 month): parallel M.A. and traineeship programme
- Part-time option (32 months): work full-time, study part-time
- Renown experience in how to drive business with services since 1988
- Understanding of customers’ opportunities and challenges
- Delivering business solutions to meet customer demands
- Innovation with new business models
- Compact study structure for every time budget
- Interdisciplinary qualifications: business administration, economics,
engineering, business informatics, communication skills
- All modules taught by academics with relevant professional experience
- Access to latest research and analysis of case studies and project works
- Range of scholarships opportunities for all academic programmes
- International network of over 200 companies worldwide
- Central location in Hamburg – “Germany’s most beautiful city”
- Possibility to complete study modules in international locations
Contact
ISS International Business School of Service Management
Hans-Henny-Jahnn-Weg 9, 22085 Hamburg (DE)
Tel.: +49 40 53 69 91 -55
Fax: +49 40 53 69 91 -66
www.iss-hamburg.de
contact@iss-hamburg.de
www.facebook.com/ISS.Hamburg
STUDy SMART - STUDy SERVICE
Waterfront view on ISS campus centrally located in Hamburg
– Germany’s second largest city with 1.8 million inhabitants.
Officially approved
ISS Hamburg is a state-recognised university of
applied sciences for management and business
development by the Free and the Hanseatic
City of Hamburg since 2007, focusing on research-based,
application-oriented learning, consulting and corporate
programmes.
AFSMI-zertifiziert:
FIBAA-accredited
Alle Absolventen des Studiengangs B.A.
All B.A., M.A. Service and MBA Management programmes erhalten at ISS
Hamburg are ein accredited Zertifikat der by Association
the Foundation
for International for Service Business Management Administration
Accreditation. International, According to dem FIBAA, führenden ISS programmes exceeded
quality internationalen requirements Verband in the following für industrielles criteria:
facilities, care Service of participants, Management. employability and internationality
of lecturers.
Business trainings and seminars
STATE RECOGNISED
I S S H A M B U R G
Accredited
Besides academic study programmes,
ISS Hamburg offers certified further trainings, intensive
seminars and application-oriented courses to specialists,
managers and executives. For open seminars and
customised corporate programmes in service, marketing
and sales please contact the ISS ServiceAcademy:
Tel.: +49 40 53 69 91 -39 • academy@iss-hamburg.de
Status: October 2012. Alterations possible

Study programme information
MASTER OF ARTS (M.A.)
INTERNATIONAL MARKETING, SALES AND
RELATIONSHIP MANAGEMENT (12 0 ECTS)
INTERNATIONAL MANAGEMENT AND
SERVICE OPERATIONS (12 0 ECTS)
Dual (incl. traineeship) / part- time (work & study)
Start: Entry is possible every 3 months
Last update: October 2012 (alterations possible)
ISS International Business School of Service Management
University of Applied Sciences for Management and Business Development
www.iss-hamburg.de � contact@iss-hamburg.de � www.facebook.com/ISS.Hamburg

1 Overview – M.A. International Marketing, Sales and Relationship Management (IMS)
Title Master of Arts (M.A.) International Marketing, Sales and
Relationship Management
Target group � Students: Graduates, professionals and experts aiming to enhance their
business competencies focusing on Marketing, Sales and Relationship
Management as a core business or driver for corporate development.
� Industries: Technical/Industrial Service, Facility Management,
Maintenance, Media, IT, Gaming, Customer Service, Medical Technology,
Commerce, Renewable Energies, Hospitality, Aviation, Consumer Goods,
FMCG, Sports, Event and Health Management
Programme start Entry is possible every 3 months (next start September)
Tuition language English
Mode of study � Dual Master (paid traineeship in one or more companies in Germany or a
country abroad)
� Part-time (work and study, berufsbegleitend)
Duration/ECTS � Dual Master: 24 months / 4 semesters / 120 ECTS
� Part-time: 32 months / 6 semesters / 120 ECTS
Study fees Dual Master: EUR 18,000 / EUR 4,500 per semester / EUR 770 per month
Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 620 per month
Admission fee: EUR 280 / scholarships available (see page 4)
Admission
requirements
Page 2
� Accredited Diploma, Master’s or Bachelor’s degree (min. 180 ECTS)*
* Minimum of 300 ECTS is required for the M.A. title.
� Passing ISS assessments (written test / admission interview)
� TOEFL minimum score 80 (internet-based), equivalent certificate or
achievement demonstrating the applicant’s fluency in English
On-campus lectures 2 study blocks of 6-8 days per semester; 1 study block = 2 modules -> total of
20 modules including study-integrated traineeship (dual) or project work
(part-time) and Master’s Thesis
Attendance days On-campus (present at ISS): total of 46 working days and 17 Saturdays
Online (webinar sessions): total of 36 Saturdays in 24/32 months
Place of study Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden),
Dublin (Ireland) and New Delhi (India)
Study programme
(Modules 1-20)
(1) International Marketing Research
(2) Global Marketing and Sales Strategy
(3) Brand, Product and Service Management
(4) Sales Distribution and Pricing
(5) Promotion
(6) Customer Touch Point Management
(7) Value Chain Management
(8) Controlling and Quality Management
(9) Global Economics
(10) Business Development
(11) Service Orientation and Culture for Corporations
(12) Leadership and Management
(13) International Business Behaviour
(14) Driving Performance in Marketing and Sales
(15) Sales and Service Strategy
(16) Global Account and Customer Relationship Management
(17) Specialisation (see page 4 for complete list of specialisations)
(18) Integrated Market and Customer Management
(19) Study-Integrated Traineeship (dual) or Project Work (part-time)
(20) Master’s Thesis
Factsheet MASTER OF ARTS @ ISS HAMBURG

2 Overview – M.A. International Management and Service Operations (IMO)
Title Master of Arts (M.A.) International Management and
Service Operations
Target group � Students: Graduates, professionals and experts aiming to enhance their
business competencies focusing on Management and Service
Operations as a core business or driver for corporate development.
� Industries: Technical/Industrial Service, Facility Management,
Maintenance, Media, IT, Gaming, Customer Service, Medical
Technology, Commerce, Renewable Energies, Hospitality, Aviation,
Consumer Goods, FMCG, Sports, Event and Health Management
Programme start Entry is possible every 3 months (next start September)
Tuition language English
Mode of study � Dual Master (paid traineeship in one or more companies in Germany or
a country abroad)
� Part-time (work and study, berufsbegleitend)
Duration/ECTS � Dual Master: 24 months / 4 semesters / 120 ECTS
� Part-time: 32 months / 6 semesters / 120 ECTS
Study fees Dual Master: EUR 18,000 / EUR 4,500 p. semester / EUR or 770 p. month
Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 620 per month
Admission fee: EUR 280 / scholarships available (see page 4)
Admission
requirements
� Accredited Diploma, Master’s or Bachelor’s degree (min. 180 ECTS)
� Passing ISS assessments (written test / admission interview)
� TOEFL minimum score 80 (internet-based), equivalent certificate or
achievement demonstrating the applicant’s fluency in English
On-campus lectures 2 study blocks of 6-8 days per semester; 1 study block = 2 modules -> total
of 20 modules including study-integrated traineeship (dual) or project
work (part-time) and Master’s Thesis
Attendance days On-campus (present at ISS): total of 46 working days and 12 Saturdays
Online (webinars): total of 36 Saturdays in 24/32 months
Place of study Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden),
Dublin (Ireland) and New Delhi (India)
Study programme
(Modules 1-20)
(1) Global Economics, Finance and Law
(2) Business Development
(3) International Business Behaviour
(4) Strategic Service Management and Operations
(5) Design and Organise the Delivery System
(6) Service Orientation and Culture for Corporations
(7) Value Chain Management
(8) Driving Performance in Operations Management
(9) Business Performance Measurement
(10) Service Factory
(11) Service Productivity, Capacity and Resource Management
(12) Leadership and Management
(13) Managing Services
(14) Operational Excellence in Service
(15) Information Systems in Service Operations
(16) IT-enabled Service Operations
(17) Specialisation (see page 4 for complete list of specialisations)
(18) Integrated Market and Customer Management
(19) Study-Integrated Traineeship (dual) or Project Work (part-time)
(20) Master’s Thesis
Factsheet MASTER OF ARTS @ ISS HAMBURG
Page 3

3 ISS International Business School for Service Management (Hamburg, Germany)
Specialisations
M.A. IMS (Module 17)
Specialisations
M.A. ISOM (Module 17)
Page 4
Business Fundamentals / Functions: Event Marketing / Neuro Marketing /
Social Media Marketing / Internal Marketing (Shared Service Marketing) / Sales
Excellence / Sectors: Sports Marketing / NPO Marketing / International Retail
Management / Regions: Business US / Business India
Business Fundamentals / Functions: IT-Service Management / Industrial
Maintenance / Service Benchmarking / Quality Benchmarking /
E-Commerce II / Presales and Consulting / IT-Specialist (Certificate) /
Call Centre Management and Remote Services / Update, Upgrade, End
of Life Policy /Multi Vendor and General Maintenance / Customer and
User Training /Service Engineering / Sectors: Hospitality / Health Care System
and Service / Regions: Business US / Business India
Teaching methods Lectures, webinars, blended learning, group work, guest speakers, etc.
Scholarships Available for all B.A., M.A. and MBA programmes at ISS. Contact our Career
Centre for details and current scholarship opportunities.
Benefits � Study material supporting the lectures
� Intensive mentoring of case studies and projects
� Individual student advisory service and support
� Supervision of Master’s Thesis
� Use of the e-Learning platform / WebCampus
� Contact organisation Alumni and Service Network
Partner universities � Studienzentrum Hohe Warte Vienna (Austria)
� Karlstad University (Sweden)
� Dublin Business School (Ireland)
� Amity University Uttar Pradesh, Noida (India)
Cooperations � Norddeutscher Unternehmensverband Dienstleistung e.V. (AGA)
� Association for Services Management International (AFSMI)
� Confederation for Services Management International (CFSMI)
� Forum Vision Instandhaltung e.V. (FVI)
� Hamburg@work e.V.
� Hamburg Athletics Association e.V.
� Fraunhofer Institute for Material Flow & Logistics (IML)
� MarketingAkademie Hamburg (www.marketingakademie.de)
� German Hightech Industry Association (SPECTARIS)
� Weiterbildung Hamburg e.V.
� Wirtschaftsverband für Industrieservice e.V. (WVIS)
Other ISS study
programmes
� Bachelor of Arts (B.A.) Service Management (180 ECTS, in German)
� MBA Service Management (in English, 60 ECTS: full-time or part-time)
� MBA Service Management (in English, 120 ECTS: dual or part-time)
Approval State-recognised University of Applied Sciences for Management and
Business Development by the Free and the Hanseatic City of Hamburg
since 2007.
Accreditation All B.A., M.A. and MBA programmes at ISS Hamburg are accredited by the
Foundation for International Business Administration Accreditation.
According to FIBAA ISS programmes exceeded quality requirements in:
- "Facilities" - "Care of participants"
- "Employability" - “Internationality of lecturers”
Factsheet MASTER OF ARTS @ ISS HAMBURG