(MA) InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS ...
(MA) InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS ...
(MA) InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS ...
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Maik Böhmken, Demag Cranes AG, ISS-Absolvent 2013<br />
<strong>InTERnATIonAl</strong> <strong>MA</strong>nAgEMEnT <strong>And</strong> <strong>SERvIcE</strong> <strong>opERATIonS</strong><br />
M.A.<br />
<strong>MA</strong>STER of ARTS (M.A.)<br />
<strong>InTERnATIonAl</strong> <strong>MA</strong>nAgEMEnT <strong>And</strong> <strong>SERvIcE</strong> <strong>opERATIonS</strong><br />
poSTgRAduATE buSInESS dEgREE In EnglISh (duAl oR pART-TIME)<br />
unIvERSITy of ApplIEd ScIEncES foR <strong>MA</strong>nAgEMEnT <strong>And</strong> buSInESS dEvElopMEnT<br />
STATE-REcognISEd <strong>And</strong> fIbAA-AccREdITEd<br />
State-recognised<br />
business school<br />
www.iss-hamburg.de<br />
M.A. MbA<br />
b.A.<br />
AcAdEMy<br />
conSulTIng<br />
RESEARch<br />
ExcEllEncE
M.A. InTernATIOnAl <strong>MA</strong>nAgeMenT AnD ServICe OperATIOnS<br />
Develop your company and career with an ISS Master‘s Degree.<br />
regardless of the branch of industry, apart from the actual product, the supply of services<br />
has become a topic of gradually increasing significance. In Germany alone, the service<br />
sector contributes to the gross domestic product by 71%; worldwide the percentage<br />
ranges at 62.8% according to the International Monetary Fund (2011).<br />
Within a company, service and operations management is responsible to align internal<br />
processes and systems in a way that ensures the delivery of the aspired solution for the<br />
customer. ISS Hamburg focuses on increasing business performance and development<br />
with services as well as on strengthening relationships for a long-lasting customer bonding<br />
by satisfying customer value propositions in nearly all business sectors.<br />
The M.A. “International Management and Service Operations”<br />
- Highlights the importance of service and operations management<br />
for corporate development, profitable growth and customer loyalty.<br />
- Focuses on relationship management with customers, offering a<br />
360° overview of this increasingly significant field of operation.<br />
- Provides insights and up-to-date knowledge required to develop, market<br />
and provide services – with a particular focus on service delivery.<br />
Applicable knowledge and expertise throughout your career<br />
The programme’s main objective is to qualify experts and executives for service and<br />
operations management in an application-oriented and scientifically-based way. The ISS<br />
aims to establish a globally recognisable and reputable qualification in service and operations<br />
management, to enhance industry interaction and to offer an academic learning<br />
platform for ISS students.<br />
Curriculum: ISS study blocks in Hamburg (DE) / optional Karlstad (SE), Dublin (IE), New Delhi (IN) or Columbus (uS)<br />
Business and Strategy Operations Performance Excellence<br />
Global Economics,<br />
Finance and Law<br />
Business Development<br />
International Business<br />
Behaviour<br />
Strategic Service Management<br />
and Operations<br />
Business Partners:<br />
Design and Organise<br />
the Delivery System<br />
Service Orientation and<br />
Culture for Corporations<br />
Business Analytics and<br />
Decision Support<br />
Value Chain Management<br />
Driving Performance<br />
in Operations Management<br />
Business Performance<br />
Measurement<br />
Service Factory<br />
Service Productivity, Capacity<br />
and Resource Management<br />
Leadership and Management<br />
Managing Services<br />
prof. Dr. peter Weiß<br />
professor Service Operations<br />
Management<br />
»The customer process and thus<br />
generated added value and benefit<br />
through innovative solutions and<br />
usage of IT will be key to success for<br />
future businesses.«<br />
Operational Excellence<br />
in Service<br />
Information Systems in<br />
Service Operations<br />
IT-enabled Service<br />
Operations<br />
Business Excellence and<br />
Service Analysis<br />
Integrated Market and<br />
Customer Management
generAl BUSIneSS SkIllS – FlexIBle STrUCTUre – SpeCIAlISeD knOWleDge<br />
The ISS M.A. programme “International Management and Service Operations” assists<br />
companies in developing and organising service distribution through the academic and<br />
application-oriented qualification of their employees to deliver cutting-edge services<br />
based on current research and best practices from leading service providers.<br />
Business or non-business academic background<br />
The M.A. programme is taught in English and offers a solid foundation of general business<br />
knowledge. In addition, it gives persons from a multitude of industries and prior academic<br />
backgrounds (e.g. in engineering, computer or medical science) the chance to professionalise<br />
the service and operations management of the companies they are working for.<br />
Choosing between two study options<br />
The postgraduate programme is available on a dual and on a part-time basis (both 120<br />
ECTS credits). The latter one is designed for 32 months and includes practical work project,<br />
while the “Dual Master” with a study-integrated traineeship in Germany or a country<br />
abroad is completed within 24 months.<br />
Blended learning approach - room for individual priorities<br />
Postgraduate core modules and elective specialisations at ISS are taught during on-campus<br />
study phases, which are each preceded and succeeded by mandatory webinar sessions.<br />
The efficient programme structure of just 2 on-campus study blocks of 6-8 days per<br />
semester allows students to spend more practical time with their employers.<br />
ISS modules are not designed to take place in a consecutive order. Hence the students<br />
can set up an individual study schedule according to their personal needs.<br />
Module: Webinar I On-campus lecture Webinar II<br />
International focus<br />
The aim of the course with an explicit international bias is to provide qualifications for an<br />
international service and operations management to qualify graduates for technical and<br />
managerial positions in high-profile companies worldwide.<br />
Advantages for companies<br />
– Employees with the necessary know-how and skills<br />
to develop holistic solutions for customers<br />
– Integrated understanding of international service and<br />
service operations management<br />
– Fulfilment of the brand promise through a solid and<br />
recommendable service and operations supply<br />
– Competitive advantage through interrelating service<br />
operations management and service engineering<br />
– Graduates with relevant practical experience<br />
– Knowledge transfer from students and research projects<br />
– Successful tool to improve employee retention/loyalty<br />
Benefits for students<br />
prof. Dr. Odd gisholt<br />
president ISS Hamburg<br />
»Service management needs to focus<br />
on a competitive and performance<br />
delivering operations business, which<br />
is innovative and delighting the<br />
customer.«<br />
– Flexible structure to meet the demands of professionals<br />
– Multitude of industries and academic backgrounds<br />
– various different elective specialisations<br />
– Practical experience through traineeship and project work<br />
– Personal development through skills training<br />
– Individual student advisory service and support<br />
– Intense mentoring during the composition of the<br />
Master‘s Thesis<br />
– Long-established international networks<br />
Analytics<br />
– Excellent professional perspectives on the labour market<br />
People<br />
Business<br />
Operations<br />
IT<br />
Employee Customer<br />
Triangle: Focus M.A. International<br />
Management and Service Operations
ISS Hamburg - University of Applied Sciences for<br />
Management and Business Development<br />
The ISS Hamburg is a state-recognised, private university of applied<br />
sciences, which runs officially accredited B.A., M.A. and MBA<br />
programmes, pursues international research activities and excels<br />
in corporate development programmes. ISS Hamburg distinguishes<br />
itself from other business schools by its special focus on the<br />
field of service management, its thorough application-oriented<br />
and innovative teaching methods as well as its genuine international<br />
approach.<br />
The ISS Hamburg offers a unique study structure for all its programmes<br />
with flexible entrance dates, the possibility to commence<br />
and combine study modules according to individual<br />
needs and interests, a combination of webinars and on-campus<br />
time as well as personal student advisory services and support.<br />
Why ISS Hamburg?<br />
- Dual Master (24 month): parallel M.A. and traineeship programme<br />
- Part-time option (32 months): work full-time, study part-time<br />
- renown experience in how to drive business with services since 1988<br />
- understanding of customers’ opportunities and challenges<br />
- Delivering business solutions to meet customer demands<br />
- Innovation with new business models<br />
- Compact study structure for every time budget<br />
- Interdisciplinary qualifications: business administration, economics,<br />
engineering, business informatics, communication skills<br />
- All modules taught by academics with relevant professional experience<br />
- Access to latest research and analysis of case studies and project works<br />
- range of scholarships opportunities for all academic programmes<br />
- International network of over 200 companies worldwide<br />
- Central location in Hamburg – “Germany’s most beautiful city”<br />
- Possibility to complete study modules in international locations<br />
Contact<br />
ISS International Business School of Service Management<br />
Hans-Henny-Jahnn-Weg 9, 22085 Hamburg (DE)<br />
Tel.: +49 40 53 69 91 -55<br />
Fax: +49 40 53 69 91 -66<br />
www.iss-hamburg.de<br />
contact@iss-hamburg.de<br />
www.facebook.com/ISS.Hamburg<br />
Waterfront view on ISS campus centrally located in Hamburg<br />
– Germany’s second largest city with 1.8 million inhabitants.<br />
Officially approved<br />
ISS Hamburg is a state-recognised university of<br />
applied sciences for management and business<br />
development by the Free and the Hanseatic<br />
City of Hamburg since 2007, focusing on research-based,<br />
application-oriented learning, consulting and corporate<br />
programmes.<br />
FIBAA-accredited<br />
All B.A., M.A. and MBA programmes at ISS<br />
Hamburg are accredited by the Foundation for<br />
International Business Administration Accreditation.<br />
According to FIBAA, ISS programmes exceeded<br />
quality requirements in the following criteria: facilities,<br />
care of participants, employability and internationality<br />
of lecturers.<br />
Business trainings and seminars<br />
Besides academic study programmes,<br />
ISS Hamburg offers certified further trainings, intensive<br />
seminars and application-oriented courses to specialists,<br />
managers and executives. For open seminars and<br />
customised corporate programmes in service, marketing<br />
and sales please contact the ISS ServiceAcademy:<br />
Tel.: +49 40 53 69 91 -39 • academy@iss-hamburg.de<br />
STuDy S<strong>MA</strong>rT - STuDy SErvICE Status: October 2012. Alterations possible<br />
STATE RECOGNISED<br />
I S S H A M B U R G<br />
Accredited
Study programme information<br />
<strong>MA</strong>STER OF ARTS (M.A.)<br />
INTERNATIONAL <strong>MA</strong>RKETING, SALES AND<br />
RELATIONSHIP <strong>MA</strong>NAGEMENT (12 0 ECTS)<br />
INTERNATIONAL <strong>MA</strong>NAGEMENT AND<br />
SERVICE OPERATIONS (12 0 ECTS)<br />
Dual (incl. traineeship) / part- time (work & study)<br />
Start: Entry is possible every 3 months<br />
Last update: October 2012 (alterations possible)<br />
ISS International Business School of Service Management<br />
University of Applied Sciences for Management and Business Development<br />
www.iss-hamburg.de � contact@iss-hamburg.de � www.facebook.com/ISS.Hamburg
1 Overview – M.A. International Marketing, Sales and Relationship Management (IMS)<br />
Title Master of Arts (M.A.) International Marketing, Sales and<br />
Relationship Management<br />
Target group � Students: Graduates, professionals and experts aiming to enhance their<br />
business competencies focusing on Marketing, Sales and Relationship<br />
Management as a core business or driver for corporate development.<br />
� Industries: Technical/Industrial Service, Facility Management,<br />
Maintenance, Media, IT, Gaming, Customer Service, Medical Technology,<br />
Commerce, Renewable Energies, Hospitality, Aviation, Consumer Goods,<br />
FMCG, Sports, Event and Health Management<br />
Programme start Entry is possible every 3 months (next start September)<br />
Tuition language English<br />
Mode of study � Dual Master (paid traineeship in one or more companies in Germany or a<br />
country abroad)<br />
� Part-time (work and study, berufsbegleitend)<br />
Duration/ECTS � Dual Master: 24 months / 4 semesters / 120 ECTS<br />
� Part-time: 32 months / 6 semesters / 120 ECTS<br />
Study fees Dual Master: EUR 18,000 / EUR 4,500 per semester / EUR 770 per month<br />
Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 620 per month<br />
Admission fee: EUR 280 / scholarships available (see page 4)<br />
Admission<br />
requirements<br />
Page 2<br />
� Accredited Diploma, Master’s or Bachelor’s degree (min. 180 ECTS)*<br />
* Minimum of 300 ECTS is required for the M.A. title.<br />
� Passing ISS assessments (written test / admission interview)<br />
� TOEFL minimum score 80 (internet-based), equivalent certificate or<br />
achievement demonstrating the applicant’s fluency in English<br />
On-campus lectures 2 study blocks of 6-8 days per semester; 1 study block = 2 modules -> total of<br />
20 modules including study-integrated traineeship (dual) or project work<br />
(part-time) and Master’s Thesis<br />
Attendance days On-campus (present at ISS): total of 46 working days and 17 Saturdays<br />
Online (webinar sessions): total of 36 Saturdays in 24/32 months<br />
Place of study Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden),<br />
Dublin (Ireland) and New Delhi (India)<br />
Study programme<br />
(Modules 1-20)<br />
(1) International Marketing Research<br />
(2) Global Marketing and Sales Strategy<br />
(3) Brand, Product and Service Management<br />
(4) Sales Distribution and Pricing<br />
(5) Promotion<br />
(6) Customer Touch Point Management<br />
(7) Value Chain Management<br />
(8) Controlling and Quality Management<br />
(9) Global Economics<br />
(10) Business Development<br />
(11) Service Orientation and Culture for Corporations<br />
(12) Leadership and Management<br />
(13) International Business Behaviour<br />
(14) Driving Performance in Marketing and Sales<br />
(15) Sales and Service Strategy<br />
(16) Global Account and Customer Relationship Management<br />
(17) Specialisation (see page 4 for complete list of specialisations)<br />
(18) Integrated Market and Customer Management<br />
(19) Study-Integrated Traineeship (dual) or Project Work (part-time)<br />
(20) Master’s Thesis<br />
Factsheet <strong>MA</strong>STER OF ARTS @ ISS HAMBURG
2 Overview – M.A. International Management and Service Operations (IMO)<br />
Title Master of Arts (M.A.) International Management and<br />
Service Operations<br />
Target group � Students: Graduates, professionals and experts aiming to enhance their<br />
business competencies focusing on Management and Service<br />
Operations as a core business or driver for corporate development.<br />
� Industries: Technical/Industrial Service, Facility Management,<br />
Maintenance, Media, IT, Gaming, Customer Service, Medical<br />
Technology, Commerce, Renewable Energies, Hospitality, Aviation,<br />
Consumer Goods, FMCG, Sports, Event and Health Management<br />
Programme start Entry is possible every 3 months (next start September)<br />
Tuition language English<br />
Mode of study � Dual Master (paid traineeship in one or more companies in Germany or<br />
a country abroad)<br />
� Part-time (work and study, berufsbegleitend)<br />
Duration/ECTS � Dual Master: 24 months / 4 semesters / 120 ECTS<br />
� Part-time: 32 months / 6 semesters / 120 ECTS<br />
Study fees Dual Master: EUR 18,000 / EUR 4,500 p. semester / EUR or 770 p. month<br />
Part-time: EUR 19,360 / EUR 3,227 per semester / EUR 620 per month<br />
Admission fee: EUR 280 / scholarships available (see page 4)<br />
Admission<br />
requirements<br />
� Accredited Diploma, Master’s or Bachelor’s degree (min. 180 ECTS)<br />
� Passing ISS assessments (written test / admission interview)<br />
� TOEFL minimum score 80 (internet-based), equivalent certificate or<br />
achievement demonstrating the applicant’s fluency in English<br />
On-campus lectures 2 study blocks of 6-8 days per semester; 1 study block = 2 modules -> total<br />
of 20 modules including study-integrated traineeship (dual) or project<br />
work (part-time) and Master’s Thesis<br />
Attendance days On-campus (present at ISS): total of 46 working days and 12 Saturdays<br />
Online (webinars): total of 36 Saturdays in 24/32 months<br />
Place of study Hamburg (Germany) / optional: Vienna (Austria), Karlstad (Sweden),<br />
Dublin (Ireland) and New Delhi (India)<br />
Study programme<br />
(Modules 1-20)<br />
(1) Global Economics, Finance and Law<br />
(2) Business Development<br />
(3) International Business Behaviour<br />
(4) Strategic Service Management and Operations<br />
(5) Design and Organise the Delivery System<br />
(6) Service Orientation and Culture for Corporations<br />
(7) Value Chain Management<br />
(8) Driving Performance in Operations Management<br />
(9) Business Performance Measurement<br />
(10) Service Factory<br />
(11) Service Productivity, Capacity and Resource Management<br />
(12) Leadership and Management<br />
(13) Managing Services<br />
(14) Operational Excellence in Service<br />
(15) Information Systems in Service Operations<br />
(16) IT-enabled Service Operations<br />
(17) Specialisation (see page 4 for complete list of specialisations)<br />
(18) Integrated Market and Customer Management<br />
(19) Study-Integrated Traineeship (dual) or Project Work (part-time)<br />
(20) Master’s Thesis<br />
Factsheet <strong>MA</strong>STER OF ARTS @ ISS HAMBURG<br />
Page 3
3 ISS International Business School for Service Management (Hamburg, Germany)<br />
Specialisations<br />
M.A. IMS (Module 17)<br />
Specialisations<br />
M.A. ISOM (Module 17)<br />
Page 4<br />
Business Fundamentals / Functions: Event Marketing / Neuro Marketing /<br />
Social Media Marketing / Internal Marketing (Shared Service Marketing) / Sales<br />
Excellence / Sectors: Sports Marketing / NPO Marketing / International Retail<br />
Management / Regions: Business US / Business India<br />
Business Fundamentals / Functions: IT-Service Management / Industrial<br />
Maintenance / Service Benchmarking / Quality Benchmarking /<br />
E-Commerce II / Presales and Consulting / IT-Specialist (Certificate) /<br />
Call Centre Management and Remote Services / Update, Upgrade, End<br />
of Life Policy /Multi Vendor and General Maintenance / Customer and<br />
User Training /Service Engineering / Sectors: Hospitality / Health Care System<br />
and Service / Regions: Business US / Business India<br />
Teaching methods Lectures, webinars, blended learning, group work, guest speakers, etc.<br />
Scholarships Available for all B.A., M.A. and MBA programmes at ISS. Contact our Career<br />
Centre for details and current scholarship opportunities.<br />
Benefits � Study material supporting the lectures<br />
� Intensive mentoring of case studies and projects<br />
� Individual student advisory service and support<br />
� Supervision of Master’s Thesis<br />
� Use of the e-Learning platform / WebCampus<br />
� Contact organisation Alumni and Service Network<br />
Partner universities � Studienzentrum Hohe Warte Vienna (Austria)<br />
� Karlstad University (Sweden)<br />
� Dublin Business School (Ireland)<br />
� Amity University Uttar Pradesh, Noida (India)<br />
Cooperations � Norddeutscher Unternehmensverband Dienstleistung e.V. (AGA)<br />
� Association for Services Management International (AFSMI)<br />
� Confederation for Services Management International (CFSMI)<br />
� Forum Vision Instandhaltung e.V. (FVI)<br />
� Hamburg@work e.V.<br />
� Hamburg Athletics Association e.V.<br />
� Fraunhofer Institute for Material Flow & Logistics (IML)<br />
� MarketingAkademie Hamburg (www.marketingakademie.de)<br />
� German Hightech Industry Association (SPECTARIS)<br />
� Weiterbildung Hamburg e.V.<br />
� Wirtschaftsverband für Industrieservice e.V. (WVIS)<br />
Other ISS study<br />
programmes<br />
� Bachelor of Arts (B.A.) Service Management (180 ECTS, in German)<br />
� MBA Service Management (in English, 60 ECTS: full-time or part-time)<br />
� MBA Service Management (in English, 120 ECTS: dual or part-time)<br />
Approval State-recognised University of Applied Sciences for Management and<br />
Business Development by the Free and the Hanseatic City of Hamburg<br />
since 2007.<br />
Accreditation All B.A., M.A. and MBA programmes at ISS Hamburg are accredited by the<br />
Foundation for International Business Administration Accreditation.<br />
According to FIBAA ISS programmes exceeded quality requirements in:<br />
- "Facilities" - "Care of participants"<br />
- "Employability" - “Internationality of lecturers”<br />
Factsheet <strong>MA</strong>STER OF ARTS @ ISS HAMBURG