Rochester Institute of Technology, in partnership with The American College of Management and Technology, offers a unique graduate program leading to the degree of Master of Science in Professional Studies, with concentrations in Service Leadership and Project Management.
Context and Trends
This course introduces students to interdisciplinary thinking, problem solving and research techniques and also print and electronic information resources. This is a foundational course for professional studies degree program.
Elements of Service Management
A general systems framework is used to explore the major components of service management using a variety of service sectors—health care, banking, insurance, real estate and hospitality-tourism. The course examines the interactions, interdependencies, and interactivity of service systems—to learn about the synergistic effects of the current changeable markets. In addition to this organizational focus above, the course begins the process of examining the learning organization form a professional and personal focus. Lastly, the course provides insights and practical applications to the evolving e-commerce environment and to learn service principles.
Breakthrough Thinking, Creativity & Innovation
Learning to solve problems, create profound decisions, and continuously change our organizations has always been a function of leadership. Today’s fast-paced global business environment requires that we utilize equally insightful, aggressive, and distinctly new processes to change. This course examines the global phenomenon and builds in the learner new methods to achieve leadership in an age of change—breakthrough thinking, creativity, and innovation. The learner will become adept at true value innovation in a knowledge/service economy.
Service Performance Metrics
This course examines the various self-assessment processes associated with improving service quality. The seven Malcolm Baldrige National Quality Award categories, the eight President’s Award for Quality and Productivity categories (Federal Quality Institute), and the ISO 9000 categories are examined. These guidelines are oriented towards systems and are used to probe relationships that reach across departments and disciplines, with the goal of achieving and maintaining total quality service management.
Service Leadership
This is a capstone course that examines various personal and personnel leadership functions as applied to the delivery of service excellence. Current literature is used to explore the interrelationship of various conceptual paradigms. The goal is to enhance individual’s understanding and to augment his or her ability to interact in the service environment, and to critically understand strategies founded in continuous learning, change and learning organizations. Concepts discussed include: relationship management, empowerment, team building, corporate culture and opportunity management.
Strategic Process of Service Firms
An analysis of the organizational structure, operational procedures, corporate policies, financial growth and related factors of service firms. The course traces the evolution of various companies to reveal individual growth strategies. Service discovery, building service relationships, and understanding service as experiences are necessary skills that will be learned and used.
Customer Relationship Management
The customer relationship management (CRM) course develops learners’ ability to help their organizations manage interactions with customers across multiple channels, maximize revenue opportunities, build foundations to increase customer satisfaction and drive customer retention and loyalty.
Human Capital Strategy
This course examines how to develop a human capital strategy to acquire, retain, and engage the best available talent require for current and future success. It examines tools and techniques for human capital planning, sourcing, retention, and development. Students in this course examine benchmark practices from all industry types to derive effective strategies for their own organizations. They develop a human capital strategy and complete and integrated set of projects to implement selected components of the strategy.
Project Management
This graduate-level course addresses project management from a management perspective, covering the profession of project management, as well as the specific techniques required to manage projects. Topics include Project Framework, Project Selection, Planning, Conflict & Negotiation, Budgeting, Scheduling, Resource Allocation, Monitoring & Controlling, and Project Termination. It addresses the unique and demanding role of the project manager, the challenges of risk management, and the quantitative facets of project management. Students will learn work breakdown structures, risk management, budgeting, network scheduling, critical path method, PERT, and earned value analysis. They will be introduced to Crystal Ball and MS Project. Additionally, the course introduces the major areas of the Project Management Body of Knowledge (PMBOK) as defined by the Project Management Institute (PMI). Students are required to complete weekly assignments, a term project, and participate in weekly graduate group activities.
Advanced Project Management
Course covers the advanced project management topics necessary for implementation of and excellence in project management. It deals with turning the principles and theory of project management into practice. Addresses the best practices for project management in the world; project portfolio management; the project office; project risk management; multinational cultures and cultural failures; integrated project teams; and virtual project teams. Incorporates aspects of the Project Management Body of Knowledge (PMBOK).
International Project Management
With globalization, mergers, and acquisitions, international projects are more frequent. This course addresses a wide range of international projects—based in different industries and multiple countries. It deals with cultural and social differences within firms; cultural and social differences among countries and within countries; languages and dialect variations; religious practices; legal, regulatory, and reporting requirements; technology differences in different areas; and time zone differences. Incorporates aspects of the Project Management Body of Knowledge (PMBOK).
Capstone Project
This course is a supervised, hands-on experience in which the students apply the skills and knowledge developed through their individualized plans-of-study and concludes with a specific product and with an oral and written presentation.
The M.S. in Professional Studies degree program offers you the opportunity to get a master’s degree in Croatia from a leading U.S. university. Learn from experienced faculty who are internationally respected for their professional contributions. Your courses will provide you with the most up-to-date academic content, as well as the leadership and management skills that will help you succeed in today’s rapidly changing global environment.
The curriculum emphasizes project management, critical thinking and analytical skills which can be immediately applied to the workplace. In addition to learning theoretical fundamentals, the program targets practical aspects of techniques and application.
This is an intensive program consisting of 11 courses conducted over a 17 month period and an independent capstone project. Course schedules will cater to working professionals and be delivered in an intensive two-week model with class sessions in the evenings. Students will be provided with all reading and course materials in advance.
