Program Overview Services in both the private and public sectors are vital to the future of African economies and societies. Technical knowledge and skills will always be essential for service executives in banking and financial services, public and government services, and professional services (accounting, law, consulting, healthcare, etc.). However, service executives will not survive in the current environment of dynamic change and increasing sophistication of clients in Africa by simply being better technicians; they also have to be much better entrepreneurial service leaders and managers who deeply understand how services are designed, managed, and led. Working from this integrated perspective, this Program helps students develop an engaged understanding of service design, service management, and leadership that will underpin their capacity and career development as leaders of service-oriented enterprises. Program Objectives Upon completing the Program, you would have developed the knowledge and skills to: Profoundly understand how value is defined, created, and embedded in service delivery Design and implement quality processes to raise the level of employee and client service experience Develop and enhance appropriate leadership skills needed to deliver service strategies Lead teams to design and provide quality services that cater to clients’ and customers’ needs and expectations. Implement plans and processes for monitoring the delivery of a seamless service experience. Required Modules – 3 credits for each course – Total Credits = 40 Stage 1 – Duration: 4 months Module 1: Services Design and Management Service Management Service Design & Innovation Module 2: Service Quality & Business Models Digital Services Business Model & Strategy Service Quality Management Stage 2: Duration: 4 months Module 3: Service Experience Management Service Employee & Customer Experience Management Strategic Risk Management Module 4: Service Leadership Sustainability Leadership, Ethics, and CSR Leading Professional Services Stage 3: Duration: 4 months Module 5: Service Entrepreneurial Project Research Methods Program Certification Master of Service Design, Management & Leadership (MSDML) Certified Service Design & Strategy Professional (CSDSP)