Service Innovation and Management

Examines innovation in services and the internal management of business processes. Uses a framework of service/process redesign. Emphasizes strategic initiatives and key organizational change elements critical for improving services to customers; increasing profitability; and building long-term customer loyalty across multiple industry sectors, including information technology, health care, financial services, and government. Through guided project work, offers students an opportunity to apply these concepts to services and internal business processes at their own organizations.