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12 Months, 33 Credits

Today’s global economy requires visionary management, a 360-degree view of customers, and breakthrough service strategies. The MS degree in service leadership and innovation allows those who work in any industry to transform their organization through novel ways of thinking, problem-solving, and projecting the future. By learning how to see and capitalize on opportunities that others miss, graduates of the program are positioned to take employees, and themselves, to new levels of success in a constantly changing world.

Curriculum Resources

The latest curricula for incoming students is provided below. Current students and alumni – please visit the Office of the Registrar for a History of Course Catalogs to view and download official degree requirements pertaining to the academic year you began your degree.

*Transitioning from the College of Engineering Technology; to be completed July 1, 2019. See story for more information.

Curriculum

Service leadership and innovation (comprehensive exam option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701
Research Methods
This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments.
3
SERQ-710
Service Design Fundamentals
Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines.
3
SERQ-720
Service Scenarios and Strategy Development
The service world has many examples of once-successful companies that failed to accomplish the primary goal of every organization: consistently design, deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. Today’s organizational leaders must be able to develop and implement strategies that ensure the continued competitiveness of their organizations, and identify and leverage opportunities for growth and innovation brought about by change. Firmly grounded in the fundamentals of strategy development this course prepares students to create and sustain competitive advantage; and to apply key foresight techniques including scenario planning to anticipate future opportunities.
3
SERQ-740
Leading Innovation
Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission.
3
SERQ-723
Service Analytics
Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles.
3
SERQ-712
Breakthrough Thinking, Creativity and Innovation
This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations.
3
Concentration Course
3
Second Year
SERQ-795
Comprehensive Exam
Students will demonstrate synthesis and integration of the theories and foundation principles of their discipline to respond to questions found in the comprehensive examination. This demonstration will apply core knowledge to problem situations to be successful students must receive a passing grade of at least 80 percent. (12 semester hours or less of coursework remaining to complete the program; completion of all core courses in the discipline; currently enrolled in the program; possess a program GPA of 3.0 or higher; no outstanding incomplete grades; student cannot be on academic/disciplinary probation; for disciplines requiring integrative problem solving successful completion of that course.)
0
SERQ-787
Service Design Implementation
Internally driven service businesses have been the norm for many years, at best, customer-compelled companies understand the value of co-creation and customer centricity. In this course, students research and select design theories and customer centric processes to construct a customer co-created service system/process. This future-oriented approach allows the learner to apply foundation principles of service design and innovation to invent strategies to resolve customer problems.
3
Concentration Courses
6
Elective
3
Total Semester Credit Hours
33

Service leadership and innovation (capstone project option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701
Research Methods
This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments.
3
GRCS-702
Principles of Research Communication
Conducting research requires language skills to express the research concept, explain methodology and summarize the results. This course will focus on written communication skills including critical thinking, scholarly writing skills and the ability to synthesize research results to draw conclusions. Key to this course is the establishment of a defensible argument through which the student explains, convinces and establishes boundaries for the research subject. The focus of this course is to have students learn the mechanics of research writing and at the conclusion of the course to have generated elements of their final research thesis or capstone which can be used as a basis for further work with their home department or thesis/capstone faculty advisor.
3
SERQ-710
Service Design Fundamentals
Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines.
3
SERQ-720
Service Scenarios and Strategy Development
The service world has many examples of once-successful companies that failed to accomplish the primary goal of every organization: consistently design, deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. Today’s organizational leaders must be able to develop and implement strategies that ensure the continued competitiveness of their organizations, and identify and leverage opportunities for growth and innovation brought about by change. Firmly grounded in the fundamentals of strategy development this course prepares students to create and sustain competitive advantage; and to apply key foresight techniques including scenario planning to anticipate future opportunities.
3
SERQ-740
Leading Innovation
Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission.
3
SERQ-723
Service Analytics
Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles.
3
SERQ-712
Breakthrough Thinking, Creativity and Innovation
This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations.
3
Second Year
SERQ-797
Capstone Project
The purpose of this course is to provide students the opportunity to conduct research, develop a plan and evaluation components and submit the project as a demonstration of final proficiency in the program. The topic selected by the student will be guided by the faculty teaching the class and it will require the student to coalesce and incorporate into the final project a culmination of all their course work in the program to date.
3
Concentration Courses
9
Total Semester Credit Hours
33

Service leadership and innovation (thesis option), MS degree, typical course sequence

Course Sem. Cr. Hrs.
First Year
GRCS-701
Research Methods
This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments.
3
GRCS-702
Principles of Research Communication
Conducting research requires language skills to express the research concept, explain methodology and summarize the results. This course will focus on written communication skills including critical thinking, scholarly writing skills and the ability to synthesize research results to draw conclusions. Key to this course is the establishment of a defensible argument through which the student explains, convinces and establishes boundaries for the research subject. The focus of this course is to have students learn the mechanics of research writing and at the conclusion of the course to have generated elements of their final research thesis or capstone which can be used as a basis for further work with their home department or thesis/capstone faculty advisor.
3
SERQ-710
Service Design Fundamentals
Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines.
3
SERQ-720
Service Scenarios and Strategy Development
The service world has many examples of once-successful companies that failed to accomplish the primary goal of every organization: consistently design, deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. Today’s organizational leaders must be able to develop and implement strategies that ensure the continued competitiveness of their organizations, and identify and leverage opportunities for growth and innovation brought about by change. Firmly grounded in the fundamentals of strategy development this course prepares students to create and sustain competitive advantage; and to apply key foresight techniques including scenario planning to anticipate future opportunities.
3
SERQ-740
Leading Innovation
Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission.
3
SERQ-723
Service Analytics
Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles.
3
SERQ-712
Breakthrough Thinking, Creativity and Innovation
This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations.
3
Second Year
SERQ-790
Thesis
A thesis is based on experimental evidence obtained by the candidate in an appropriate topic demonstrating the extension of theory into practice. A written proposal which is defended and authorized by the faculty adviser/committee followed by a formal written thesis and oral presentation of findings are required. Typically the candidate will have completed research methods, data analysis, and graduate writing strategies prior to enrolling in this course and will start the thesis process by taking thesis planning as soon as they have completed the prerequisites to allow them to finish the thesis when they have finished their coursework. The candidate must obtain the approval of their graduate adviser who will guide the thesis before registering for this course.
3
Concentration Courses
9
Total Semester Credit Hours
33

Concentration*

Course Sem. Cr. Hrs.
Higher education 
SERQ-750
The Student Experience in Higher Education
This course explores the student experience in higher education. Since students are, arguably, a university’s most important customer, how should institutions approach the student experience on and off campus? This course will prompt students to consider the wide range and types of colleges and universities around the world and the models used that form the college experience. These approaches impact students perceptions of the higher education university reputation, marketability, alumni giving, and retention. Topics for investigation include: (1) campus facilities and third places; (2) student services; (3) student activities and athletics; (4) teaching and learning; (5) campus traditions; (6) assessment strategies.
3
SERQ-752
Critical Systems in Higher Education
3
SERQ-755
Organizational Leadership in Higher Education
This course examines features of core functional areas of modern higher education. The course focuses on the administration of higher education institutions and includes (1) historical contexts for higher education; (2) student experience; (3) academic and administrative issues; (4) infrastructural concerns, including planning, technology, and facilities management. This course uses a survey perspective of these areas to provide a foundation for understanding the dimensions found within higher education.
3

* Students may also customize a concentration with the approval of the department. Please note: customized concentrations cannot include additional business related courses.

MS in Service Leadership and Innovation