University of Colorado Colorado Springs: College of Business

Master of Business Administration (MBA)

MBA in Service Management (Campus)

9 hours (3 classes) + 6 hours (2 classes) electives

Service industries are expected to continue to grow at a rapid rate well into the next century. The Service Management emphasis is taught in an "interdisciplinary" fashion which allows MBA students to explore several different areas within the firm. This enables students to better understand how to manage a service organization properly.

Students concentrating on the Service Management emphasis complete three (3) courses in their area of emphasis beyond core courses plus two (2) business electives selected from other areas of emphasis.

Course Number (Campus/Online)

Course Title

BUAD 6700/6790

Service Management

MKTG 6400

Service Marketing

OPTM 6100

Customer-Focused Process: Quality Management & Metrics

In addition to the three (3) courses chosen from above, students take two (2) elective courses selected from other Areas of Emphasis or electives within the College of Business.

Course Number

Course Title

Elective 1

Graduate business elective of your choice

Elective 2

Graduate business elective of your choice

Course Descriptions

BUAD 6700/6790 - Service Management
Effective service management requires a multi-disciplinary approach involving marketing, management, human resource management, and information and production/operations management. This course provides a foundation in these areas as they pertain to service management. Content for each area will include a conceptual overview of its importance to service quality, specific tools representative of the area, and exercises to demonstrate practical application. The focus is on the integrative requirements of service quality.

MKTG 6400 - Service Marketing
This course builds and expands on the introductory marketing course by showing adaptations and applications of marketing ideas to the service setting. The service component of business requires a distinct approach to marketing strategy in both design and execution. This course focuses on the drivers of customer value and the unique challenges presented by services. Topics include the services marketing mix, customer expectations and satisfaction, service quality dimensions, service design, internal marketing and planning for services.

OPTM 6100 - Customer-Focused Processes: Quality Management and Metrics
Customer satisfaction provides the critical link of operations to the marketplace. This course examines service and manufacturing processes and their impact on quality. Students are provided with tools to document processes, diagnose problems, develop innovative process improvement solutions, and design metrics for process analysis. Through strategic quality management programs and techniques, students will develop an understanding of the critical link between productive systems and success in the marketplace. Prerequisites: OPTM 6000/6090.

Jeff Ferguson, PhD

It is the teacher's job to show passion for the course material so that students are inspired to use their new knowledge to achieve great things.

Jeff Ferguson
Professor of Marketing & Service Management

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