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Place of teaching
Campus Rimini
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Language
English
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Degree Programme Class
LM-77 - Management
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Type of access
Restricted access - entrance exam
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International Programmes
Delivered entirely in English
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Years in which it is being held
II
Programme aims
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The second cycle degree programme in Service Management aims to train professionals who are able to manage, innovateand internationalise services offered by small, medium and large-sizedindustrial and professional service firms, focussing in particular on thepositions of business data analyst and organisational innovation processspecialist in the service context. This is achieved by acquiring knowledge andcompetencies in business administration and marketing, accounting, finance andbusiness organisation. In particular, Service Managers should be able toidentify the opportunities arising from collection, monitoring, analysis andmanagement techniques and tools involving data flows that have an impact onservice value creation processes. This is combined with the ability to liaisewith the technical professionals in charge of data analysis, in order to reportinformation and indications to the management that are useful for decisionmaking. Graduates from the second cycle degree programme in Service Managementcontribute specific competencies to the services offered by national andinternational businesses or to businesses that are willing to launchinternationalisation processes, in sensitive areas for service management suchas the adoption of artificial intelligence tools and the implementation andcommunication of environmental and social sustainability practices. To do so,graduates are required to be very teamwork oriented and able to present dataand models for decision-making purposes.
Businesses today have to deal withtechnological, social and cultural transformations that can be very fast paced,especially in the direct interaction with customers, in bothbusiness-to-consumer and business-to-business markets. As automation graduallyreplaces humans in routinary tasks and online collaboration tools call forgreater flexibility in the relationship between workplaces and tasks, newcompetencies become increasingly sought-after in the value creation processesthat involve services, and all businesses need to provide their employees intraditional positions with these skills too. To tackle these challenges, thesecond cycle degree programme in Service Management takes an interdisciplinaryand strongly applied approach to provide professionals with a global picture ofthe complex dynamics involved in service value creation and management – bothfor businesses that offer services on the market and for businesses thatincorporate significant service-related elements into their value chain. Thisapproach allows graduates to attract a wide audience of both for-profit andnon-profit businesses and public administrations.
The second cycle degree programme inService Management is able to train professionals with the most appropriatecompetencies and knowledge to access the job market of the future, supportinnovation processes linked to the digital revolution, and comprehensivelymanage the services offered by national or international businesses acrossvarious contexts.
The main areas of learning thatcharacterise training for graduates in Service Management cover Management andBusiness Analytics, Corporate and Finance, and Organisation. The contents oflearning activities are designed to match the current demand and consider theexisting international programme catalogue and sectoral studies, which show theneed for professionals that have management and technological innovationcompetencies and knowledge in the service industry, in a global dimension.
At the end of the programme, within theManagement and Business Analytics area, graduates in Service Management willpossess multidisciplinary knowledge and competencies and theoretical andpractical training in the strategic analysis of value creation mechanisms inthe service industry, with special focus on the management, monitoring andsupport of the analysis of data from service processes. From an internationalbusiness perspective, these skills will allow graduates to master a number oftools – from those of the economic and statistical area, with special focus onthe analysis of economic behaviour and data in the service context, to those ofthe service management area, at various levels in the marketing and strategicfield. The multidisciplinary knowledge acquired allow graduates to master theservice business across a number of contexts. Specialist competencies inservice marketing, service innovation, service management and digital servicesare also provided. The knowledge and competencies to draft business pitchesfocussing on data and information that are useful for decision making are alsosupplied.
Within the Corporate and Finance areas,graduates in Service Management will have knowledge of the internationalaccounting standards and measurement methodologies used to quantify the effectsof business decisions, as well as of international market, corporate and newtechnology regulations. They possess knowledge and competencies in financialreporting, financial performance measurement, social and environmental impactmeasurement, and strategic cost management. They are able to understand howcompanies can handle threats and opportunities arising from the society'sgrowing demand for greater social and environmental engagement. They are awareof and can apply various sustainable reporting models by choosing whichsustainability key performance indicators to monitor and disclose. Furthermore,graduates in Service Management have the competencies to assess an investmentproject's ability to create or destroy value, by simultaneously analysing theinteraction between a company's investment choices and funding choices, withreference in particular to service businesses, in terms of their specificoptimal financial structure, agency problems and asset/liability matching.
Finally, within the Organisation area,graduates in Service Management will possess knowledge and competencies in theareas of human resource management and organisation theory, specialising in themanagement of front-line staff in the service context. They supervise allorganisational process management phases, with reference in particular tomotivational processes for front-line staff in the organisation, who liaisedirectly with the customer, and service innovation and internationalisationprocesses. They are able to promote and embody the principles of leadership andto adopt an interdisciplinary and interfunctional approach across all levels ofthe organisation, with a view to facilitating and supporting the continuoustransformation process required of service businesses.
In addition to traditional lectures,workshops and seminars, the degree programme will carry out a number ofinnovative initiatives and activities, such as learning activities specificallydevoted to developing soft skills, business simulations, group projects, peerevaluation, business case studies, testimonials and study trips.
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Professional profiles
Service Business Analyst
Function in a professional context:
Service Business Analysts specialise inidentifying, organising and supporting the analysis of qualitative andquantitative data of service businesses. They are responsible for analysingproblems, supporting the management in representing value creation processeslinked to services, and identifying and implementing international developmentopportunities. They are able to identify, deploy and organise the resourcesthat work with the service company at different levels in order to monitorvertical – from/to demand – and horizontal – across the various corporatefunctions – data analysis processes, in both business-to-business andbusiness-to-consumer contexts.
Service Business Analysts are responsiblefor analysing problems, supporting the management in representing valuecreation processes linked to services, and identifying and implementinginternational development opportunities. As quantitative data analysis specialistsin the service context, they actively monitor vertical – from/to demand – andhorizontal – across the various corporate functions – data flows. The servicecontext requires data collection and measurement methods to focus specificallyon consumer behaviour, for business-to-customer firms, and on the management ofbusiness-to-business relations.
Competencies associated to the function:
Service Business Analysts possessmultidisciplinary knowledge and competencies and receive theoretical andpractical training in the strategic analysis of value creation mechanisms inthe service industry, specialising in particular in the management, monitoringand support of the analysis of data from service processes. From aninternational business perspective, these skills allow graduates to master anumber of tools – from those of the economic and statistical area, with specialfocus on the analysis of economic behaviour and data in the service context, tothose of the service management area, at various levels in the marketing andstrategic field. The multidisciplinary knowledge acquired allow graduates tomaster the service business across a number of contexts. Specialistcompetencies in service marketing, service innovation, service management anddigital services are also provided.
Service Business Analysts have theknowledge and competencies to draft business pitches focussing on data andinformation that are useful for decision making.
Service Business Analysts possess knowledgeand competencies in the areas of human resource management and organisationtheory. They specialise in the management of front-line staff in the servicecontext and supervise all organisational process management phases, withreference in particular to motivational processes for front-line staff in theorganisation, who liaise directly with the customer, and service innovation andinternationalisation processes. They are able to promote and embody theprinciples of leadership and to adopt an interdisciplinary and interfunctionalapproach across all levels of the organisation, with a view to facilitating andsupporting the continuous transformation process required of servicebusinesses.
Employment opportunities:
- Professional service and industrial firmsthat create or develop value in the service dimension.
- Non-profit firms, cultural and artisticorganisations or segments of the public administration.
- Medium and large-sized consulting firmsworking in various business areas.
- International organisations andinnovative sectors of the public administration.
Corporate Service Manager
Function in a professional context:
Corporate Service Managers promote andembody the principles of leadership and adopt an interdisciplinary andinterfunctional approach, with a view to facilitating and supporting thecontinuous transformation process required of service businesses. Asorganisational innovation process specialists in the service context, theysupervise all organisational process management phases, with reference inparticular to motivational processes for front-line staff in the organisation,who liaise directly with the customer, and service innovation andinternationalisation processes.
Corporate Service Managers specialise inorganisational innovation processes in the service context, promote and embodythe principles of leadership and adopt an interdisciplinary and interfunctionalapproach, with a view to facilitating and supporting the continuoustransformation process required of service businesses. Corporate ServiceManagers supervise all organisational process management phases, with referencein particular to motivational processes for front-line staff in theorganisation, who liaise directly with the customer, and service innovation andinternationalisation processes.
Competencies associated to the function:
Corporate Service Managers have knowledgeof the international accounting standards and measurement methodologies used toquantify the effects of business decisions, as well as of international market,corporate and new technology regulations. They also possess knowledge andcompetencies in financial reporting, financial performance measurement, socialand environmental impact measurement, and strategic cost management. They areable to understand how companies can handle threats and opportunities arisingfrom the society's growing demand for greater social and environmentalengagement. They are aware of and can apply various sustainable reportingmodels by choosing which sustainability key performance indicators to monitorand disclose. Furthermore, graduates in Service Management have thecompetencies to assess an investment project's ability to create or destroyvalue, by simultaneously analysing the interaction between a company'sinvestment choices and funding choices, with reference in particular to servicebusinesses, in terms of their specific optimal financial structure, agencyproblems and asset/liability matching.
Employment opportunities:
- Professional service and industrial firmsthat create or develop value in the service dimension.
- Non-profit firms, cultural and artisticorganisations or segments of the public administration.
- Consulting firms of all sizes, withinfunctions devoted to the identification, management and support of changeprocesses.
- International organisations andinnovative segments of the public administration.
Access to further study
It gives access to third cycle studies (Dottorato di ricerca/Scuole di specializzazione) and master universitario di secondo livello.
Course units
Admission requirements
Admission to the second cycle degree/twoyear master in Service Management requires possession of a bachelor's degree orthree-year university diploma, or any other degree obtained abroad, recognisedas suitable. Additionally, candidates must meet the curricular requirements andpass the assessment of personal knowledge and skills.
Curricula requirements:
Possession of a first cycle degree in thefollowing classes:
• L-8 Information Technology Engineering
• L-9 Industrial Engineering
• L-16 Administration
• L-18 Business Administration
• L-33 Economics
• L-36 Political Science and InternationalRelations
• L-41 Statistics
Alternatively, admission requirespossession of a degree belonging to a different class to those indicated and ofat least 40 University educational credits in the following subject groups:
• SECS-P/01 Political Economy,
• SECS-P/02 Economic Policy,
• SECS-P/03 Finance,
• SECS-P/05 Econometrics,
• SECS-P/07 Business Administration,
• SECS-P/08 Corporate Finance,
• SECS-P/09 Financial Management,
• SECS-P/10 Business Organisation,
• SECS-P/11 Economics of FinancialIntermediaries,
• SECS-S/01 Statistics,
• SECS-S/03 Statistics for Economics,
• SECS-S/04 Demographics,
• SECS-S/05 Social Statistics,
• SECS-S/06 Mathematics for Economics,Actuarial Studies and Finance,
• ING-IND/35 Engineering and Management,
• ING-INF/05 Data Processing Systems,
• INF/01 Computer Science,
• MAT/03 Geometry,
• MAT/05 Mathematical Analysis,
• IUS/04 Commercial Law,
• IUS/05 Law and Economics.
A specific Committee appointed by theDegree Programme Board will verify whether the above curricular requirementsare met in the case of a qualification obtained in Italy under previous degreeprogramme systems or obtained abroad and recognised as suitable.
• Assessment of personal competencies andskills
Admission to the master's degree programmerequires candidates to pass an assessment of personal competencies that will beheld according to the methods defined in the call for applications approvedeach year and published on the website of the degree programme. To pass theassessment of personal competencies, the student must achieve the thresholdscore indicated in the call for applications.
• Testing of language knowledge andcompetencies
Knowledge of the English language to CommonEuropean Framework of Reference for Languages level B2 is required foradmission to the second cycle degree programme. The Committee may waive thetesting of English language knowledge for students holding appropriate languagecertification to at least level B2.
Admission to the second cycle degreeprogramme is also subject to the possession of Italian language skills to atleast Common European Framework of Reference for Languages level B2. Foreignstudents who do not meet this requirement must include learning activities intheir study plan aimed at achieving the required level.
More details in the Teaching regulations.List of teachers
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