(MA) InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS ...

Maik Böhmken, Demag Cranes AG, ISS-Absolvent 2013
InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS
M.A.
MASTER of ARTS (M.A.)
InTERnATIonAl MAnAgEMEnT And SERvIcE opERATIonS
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 MAnAgeMenT AnD ServICe OperATIOnS
Develop your company and career with an ISS Master‘s Degree.
regardless of the branch of industry, apart from the actual product, the supply of services
has become a topic of gradually increasing significance. In Germany alone, the service
sector contributes to the gross domestic product by 71%; worldwide the percentage
ranges at 62.8% according to the International Monetary Fund (2011).
Within a company, service and operations management is responsible to align internal
processes and systems in a way that ensures the delivery of the aspired solution for the
customer. ISS Hamburg focuses on increasing business performance and development
with services as well as on strengthening relationships for a long-lasting customer bonding
by satisfying customer value propositions in nearly all business sectors.
The M.A. “International Management and Service Operations”
- Highlights the importance of service and operations management
for corporate development, profitable growth and customer loyalty.
- Focuses on relationship management with customers, offering a
360° overview of this increasingly significant field of operation.
- Provides insights and up-to-date knowledge required to develop, market
and provide services – with a particular focus on service delivery.
Applicable knowledge and expertise throughout your career
The programme’s main objective is to qualify experts and executives for service and
operations management in an application-oriented and scientifically-based way. The ISS
aims to establish a globally recognisable and reputable qualification in service and operations
management, to enhance industry interaction and to offer an academic learning
platform for ISS students.
Curriculum: ISS study blocks in Hamburg (DE) / optional Karlstad (SE), Dublin (IE), New Delhi (IN) or Columbus (uS)
Business and Strategy Operations Performance Excellence
Global Economics,
Finance and Law
Business Development
International Business
Behaviour
Strategic Service Management
and Operations
Business Partners:
Design and Organise
the Delivery System
Service Orientation and
Culture for Corporations
Business Analytics and
Decision Support
Value Chain Management
Driving Performance
in Operations Management
Business Performance
Measurement
Service Factory
Service Productivity, Capacity
and Resource Management
Leadership and Management
Managing Services
prof. Dr. peter Weiß
professor Service Operations
Management
»The customer process and thus
generated added value and benefit
through innovative solutions and
usage of IT will be key to success for
future businesses.«
Operational Excellence
in Service
Information Systems in
Service Operations
IT-enabled Service
Operations
Business Excellence and
Service Analysis
Integrated Market and
Customer Management

generAl BUSIneSS SkIllS – FlexIBle STrUCTUre – SpeCIAlISeD knOWleDge
The ISS M.A. programme “International Management and Service Operations” assists
companies in developing and organising service distribution through the academic and
application-oriented qualification of their employees to deliver cutting-edge services
based on current research and best practices from leading service providers.
Business or non-business academic background
The M.A. programme is taught in English and offers a solid foundation of general business
knowledge. In addition, it gives persons from a multitude of industries and prior academic
backgrounds (e.g. in engineering, computer or medical science) the chance to professionalise
the service and operations management of the companies they are working for.
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 aim of the course with an explicit international bias is to provide qualifications for an
international service and operations management to qualify graduates for technical and
managerial positions in high-profile companies worldwide.
Advantages for companies
– Employees with the necessary know-how and skills
to develop holistic solutions for customers
– Integrated understanding of international service and
service operations management
– Fulfilment of the brand promise through a solid and
recommendable service and operations supply
– Competitive advantage through interrelating service
operations management and service engineering
– Graduates with relevant practical experience
– Knowledge transfer from students and research projects
– Successful tool to improve employee retention/loyalty
Benefits for students
prof. Dr. Odd gisholt
president ISS Hamburg
»Service management needs to focus
on a competitive and performance
delivering operations business, which
is innovative and delighting the
customer.«
– Flexible structure to meet the demands of professionals
– 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
Analytics
– Excellent professional perspectives on the labour market
People
Business
Operations
IT
Employee Customer
Triangle: Focus M.A. International
Management and Service Operations

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
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
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.
FIBAA-accredited
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 the following criteria: facilities,
care of participants, employability and internationality
of lecturers.
Business trainings and seminars
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
STuDy SMArT - STuDy SErvICE Status: October 2012. Alterations possible
STATE RECOGNISED
I S S H A M B U R G
Accredited

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