Service Leadership and Innovation MS

Professionals who have a visionary mindset, a 360-degree view of customers, and the ability to formulate and execute strategic initiatives become valuable assets for a company. These are the skills you'll gain in the master's degree in service leadership and innovation.

Overview for Service Leadership and Innovation MS

This program is no longer accepting new student applications.

Today’s global economy requires visionary management, a 360-degree view of customers, and breakthrough strategies that lead to product and service innovation. The MS degree in service leadership and innovation enables professionals in any industry to transform their organizations through novel ways of thinking, efficient problem-solving, and projecting current and future needs. By learning how to see and capitalize on opportunities that others miss, graduates of the program are positioned to take employees, products and services, and their own career, to new levels of success.

What is Service Innovation?

Service innovation refers to developing or modifying services, or the ways in which companies deliver services, by creating or implementing technologies that add value for customers. Service leadership is important because it can help companies and organizations design services or products that address unmet customer needs and stay competitive in the marketplace. An electric car is an example of a service innovation. Customers were looking for vehicles that were more sustainable and environmentally friendly. An electric car is an innovative product that met a customer need. As electric cars grew in demand, companies realized that they must continue to differentiate their electric cars to stay competitive and to meet evolving customer demand. As a result, longer battery life and other innovations became crucial product and service differentiators that added value for customers.

Service Innovation Course Work

Achieving competitive advantage demands that organizations know how to innovate, and do so not once, but repeatedly over the life of a product or service. Customer demands and expectations evolve, and products and services must continue to meet these changing expectations. Creativity and innovation in product and service development, rapid learning through continuous analysis and improvement, and the ability to turn ideas into action, products, processes, and services are crucial.

In the MS degree in service innovation and leadership, course work emphasizes processes that provide value and service differentiators that create unique experiences for the customer. You'll complete courses that help you master concepts for creating new services or for improving existing services in efficient and effective ways. You'll also learn how individual, team, and organizational dynamics impact innovation across an organization, and how to foster a culture that is conducive to creative innovation.

As part of the program, you'll complete a thesis, a capstone project, or a comprehensive exam as a culminating experience, which allows you to demonstrate your ability to apply the theories and concepts learned throughout the program. Program advisors and/or program faculty will work with you to determine which option is most appropriate based on your career goals and objectives.

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Curriculum for 2024-2025 for Service Leadership and Innovation MS

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Service Leadership and Innovation (comprehensive exam option), MS degree, typical course sequence

Course		Sem. Cr. Hrs.
First Year
GRCS-701	Research Methods This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments. Lecture 3 (Fall, Spring).	3
SERQ-710	Service Design Fundamentals Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines. (SVCLED-MS, HSPT-MS) Lecture 3 (Fall, Spring).	3
SERQ-712	Breakthrough Thinking, Creativity, and Innovation This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations. Lecture 3 (Fall, Summer).	3
SERQ-720	Strategic Foresight and Innovation This course introduces the concepts, principles, and practices necessary to lead into the future and avoid organizational mis-steps by taking an action-oriented approach to planning, implementing, evaluating, and revising competitive strategy in service firms. The course will address basic concepts and principles of competitive strategy, the process of developing and implementing strategy in organizations, development of robust, future-oriented strategies using learning scenarios, strategy mapping, and tools for strategy evaluation such as performance metrics, scorecards and dashboards. (Prerequisites: SERQ-710 or equivalent course.) Lecture 3 (Spring).	3
SERQ-723	Service Analytics Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles. Lecture 3 (Fall, Summer).	3
SERQ-740	Leading Innovation Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission. (Prerequisite: SERQ-712 or equivalent course.) Lecture 3 (Fall, Spring).	3
	Concentration Course or elective	3
Second Year
SERQ-787	Service Design and Implementation Internally driven service businesses have been the norm for many years, at best, customer-compelled companies understand the value of co-creation and customer centricity. In this course, students research and select design theories and customer centric processes to construct a customer co-created service system/process. This future-oriented approach allows the learner to apply foundation principles of service design and innovation to invent strategies to resolve customer problems. (Prerequisite: SERQ-710 and SERQ-720 and SERQ-712 and SERQ-723 and SERQ-740 or equivalent courses.) Lecture 3 (Fall, Spring, Summer).	3
SERQ-795	Comprehensive Exam Students will demonstrate synthesis and integration of the theories and foundation principles of their discipline to respond to questions found in the comprehensive examination. This demonstration will apply core knowledge to problem situations to be successful students must receive a passing grade of at least 80 percent. (12 semester hours or less of coursework remaining to complete the program; completion of all core courses in the discipline; currently enrolled in the program; possess a program GPA of 3.0 or higher; no outstanding incomplete grades; student cannot be on academic/disciplinary probation; for disciplines requiring integrative problem solving successful completion of that course.) (Enrollment in this course requires permission from the department offering the course.) Comp Exam (Fall, Summer).	0
	Concentration Courses or electives	6
	Elective	3
Total Semester Credit Hours		33

Service Leadership and Innovation (capstone project option), MS degree, typical course sequence

Course		Sem. Cr. Hrs.
First Year
GRCS-701	Research Methods This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments. Lecture 3 (Fall, Spring).	3
SERQ-710	Service Design Fundamentals Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines. (SVCLED-MS, HSPT-MS) Lecture 3 (Fall, Spring).	3
SERQ-712	Breakthrough Thinking, Creativity, and Innovation This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations. Lecture 3 (Fall, Summer).	3
SERQ-720	Strategic Foresight and Innovation This course introduces the concepts, principles, and practices necessary to lead into the future and avoid organizational mis-steps by taking an action-oriented approach to planning, implementing, evaluating, and revising competitive strategy in service firms. The course will address basic concepts and principles of competitive strategy, the process of developing and implementing strategy in organizations, development of robust, future-oriented strategies using learning scenarios, strategy mapping, and tools for strategy evaluation such as performance metrics, scorecards and dashboards. (Prerequisites: SERQ-710 or equivalent course.) Lecture 3 (Spring).	3
SERQ-723	Service Analytics Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles. Lecture 3 (Fall, Summer).	3
SERQ-740	Leading Innovation Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission. (Prerequisite: SERQ-712 or equivalent course.) Lecture 3 (Fall, Spring).	3
	Elective	3
Second Year
SERQ-797	Capstone Project The purpose of this course is to provide students the opportunity to conduct research, develop a plan and evaluation components and submit the project as a demonstration of final proficiency in the program. The topic selected by the student will be guided by the faculty teaching the class and it will require the student to coalesce and incorporate into the final project a culmination of all their course work in the program to date. (Enrollment in this course requires permission from the department offering the course.) Project 3 (Fall, Spring, Summer).	3
	Concentration Courses or electives	9
Total Semester Credit Hours		33

Service Leadership and Innovation (thesis option), MS degree, typical course sequence

Course		Sem. Cr. Hrs.
First Year
GRCS-701	Research Methods This is an introductory graduate-level survey course on research design/methods and analysis. The course provides a broad overview of the process and practices of research in applied contexts. Content includes principles and techniques of research design, sampling, data collection, and analysis including the nature of evidence, types of research, defining research questions, sampling techniques, data collection, data analysis, issues concerning human subjects and research ethics, and challenges associated with conducting research in real-world contexts. The analysis component of the course provides an understanding of statistical methodology used to collect and interpret data found in research as well as how to read and interpret data collection instruments. Lecture 3 (Fall, Spring).	3
SERQ-710	Service Design Fundamentals Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines. (SVCLED-MS, HSPT-MS) Lecture 3 (Fall, Spring).	3
SERQ-720	Strategic Foresight and Innovation This course introduces the concepts, principles, and practices necessary to lead into the future and avoid organizational mis-steps by taking an action-oriented approach to planning, implementing, evaluating, and revising competitive strategy in service firms. The course will address basic concepts and principles of competitive strategy, the process of developing and implementing strategy in organizations, development of robust, future-oriented strategies using learning scenarios, strategy mapping, and tools for strategy evaluation such as performance metrics, scorecards and dashboards. (Prerequisites: SERQ-710 or equivalent course.) Lecture 3 (Spring).	3
SERQ-740	Leading Innovation Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission. (Prerequisite: SERQ-712 or equivalent course.) Lecture 3 (Fall, Spring).	3
SERQ-723	Service Analytics Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles. Lecture 3 (Fall, Summer).	3
SERQ-712	Breakthrough Thinking, Creativity, and Innovation This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations. Lecture 3 (Fall, Summer).	3
	Elective	3
Second Year
SERQ-790	Research Thesis A thesis is based on experimental evidence obtained by the candidate in an appropriate topic demonstrating the extension of theory into practice. A written proposal which is defended and authorized by the faculty adviser/committee followed by a formal written thesis and oral presentation of findings are required. Typically the candidate will have completed research methods, data analysis, and graduate writing strategies prior to enrolling in this course and will start the thesis process by taking thesis planning as soon as they have completed the prerequisites to allow them to finish the thesis when they have finished their coursework. The candidate must obtain the approval of their graduate adviser who will guide the thesis before registering for this course. (Enrollment in this course requires permission from the department offering the course.) Thesis (Fall, Spring, Summer).	3
	Concentration Courses or electives	9
Total Semester Credit Hours		33

Concentration

Course		Sem. Cr. Hrs.
Higher Education
EDLI-753	The Student Experience in Higher Education This course explores the student experience in higher education. Since students are, arguably, a university’s most important customer, how should institutions approach the student experience on and off campus? This course will prompt students to consider the wide range and types of colleges and universities around the world and the models used that form the college experience. These approaches impact students perceptions of the higher education university reputation, marketability, alumni giving, and retention. Topics for investigation include: (1) campus facilities and third places; (2) student services; (3) student activities and athletics; (4) teaching and learning; (5) campus traditions; (6) assessment strategies. Lecture 3 (Fall).	3
EDLI-754	Critical Systems in Higher Education Higher education is a vital societal component in American and global societies and must be accessible to citizens. This course examines current and historical perspectives of the critical systems in higher education to fund, manage risk, and adhere to lawful practices and lead. All of these systems affect students in areas of accessibility, value, customer service, and the higher education experience. Included is an exploration of how price, cost, and value shape what is provided by and who attends college as well as reviewing current practices and events that continue to shape higher education. Lecture 3 (Summer).	3
EDLI-757	Organization and Leadership in Higher Education This course examines features of core functional areas of modern higher education. The course focuses on the administration of higher education institutions and includes (1) historical contexts for higher education; (2) student experience; (3) academic and administrative issues; (4) infrastructural concerns, including planning, technology, and facilities management. This course uses a survey perspective of these areas to provide a foundation for understanding the dimensions found within higher education. This course is open to RIT students with a graduate status, or those with department permission. Lecture 3 (Spring).	3

Electives

Course
GRCE-701	Research Methods
HRDE-735	Leading Human Resources The goal of this course is to develop knowledge of Human Resource Development and Management practices for the purpose of analyzing, communicating, evaluating, and leading the development of strategic human resource initiatives that react to emerging organizational concerns. This course is a foundation course for those seeking a leadership opportunity in Human Resources in which students will demonstrate their ability to analyze and lead the alignment of strategic organizational goals into HR functions. Lecture 3 (Spring).
HRDE-765	Diversity in Global Workspace As strategic partners in global workforce development, human resource development professionals guide organizations to build and maintain a diverse workforce. Diversity and inclusion exploit the natural synergies of a multicultural workforce. This course will examine dimensions of diversity beyond race, ethnicity, and gender and create opportunities to develop an understanding about how these dimensions intersect and play out in the workplace. The purpose of this course is to provide HRD professionals the knowledge required to manage these dynamics in an organizational setting and lead initiatives that will create and maintain an inclusive workplace. Project work will allow for the in-depth ability to assess the current state of diversity within a defined organization, conduct research and benchmarking to build a diverse workforce, and develop a diversity strategic plan with an on-going evaluation component to assess the success of diversity initiatives. Lecture 3 (Spring).
MGMT-755	Negotiations This course is designed to teach the art and science of negotiation so that one can negotiate successfully in a variety of settings, within one's day-to-day experiences and, especially, within the broad spectrum of negotiation problems faced by managers and other professionals. Individual class sessions will explore the many ways that people think about and practice negotiation skills and strategies in a variety of contexts. Lecture 3 (Fall, Spring).
MGMT-775	Ethical Decision Making and Corporate Social Performance This course is designed to equip business practitioners with scientifically supported frameworks and methods for recognizing, analyzing, deciding on, and implementing ethical courses of action in business. Selected topics include stakeholders needs analysis, the science of decision-making, corporate social performance, issues involved with emerging technologies, and doing business in a global context. Lecture 3 (Fall, Spring).
MGIS-650	Introduction to Data Analytics and Business Intelligence This course serves as an introduction to data analysis including both descriptive and inferential statistical techniques. Contemporary data analytics and business intelligence tools will be explored through realistic problem assignments. Lecture 3 (Fall).
SERQ-710	Service Design Fundamentals Service design is a holistic design process. It uses skills from a variety of disciplines (design, management and process engineering) to develop models to create new services or to improve existing services in the most efficient and effective manner possible. The emphasis of the process is to provide value to the customer; as a service differentiator or create unique experiences for the customer. Service design uses methods and tools from a variety of disciplines to assist with the analysis and creation of enhanced systems. These tools include; mapping, blueprinting, analysis of customer behavior, market analysis, service marketing, and service recovery. The outcome of this course is to provide students with the fundamentals of service design thinking to allow them to lead the efforts of systematic design in a variety of disciplines. (SVCLED-MS, HSPT-MS) Lecture 3 (Fall, Spring).
SERQ-712	Breakthrough Thinking, Creativity, and Innovation This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations. Lecture 3 (Fall, Summer).
SERQ-722	Customer Centricity The Customer Centricity course develops the learners ability to help their organization manage its interactions with its valued customers across multiple channels, maximize revenue opportunities, build foundations to increase customer satisfaction, and drive customer retention and loyalty. Lecture 3 (Spring).
SERQ-723	Service Analytics Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles. Lecture 3 (Fall, Summer).
SERQ-735	Data Mining in the Service Sector To gather and analyze public/private service sector information to inform decisions is the goal of every public/private sector administration. Data can drive success of governments and organizations or lead to their downfall. This course will explore data mining used in the public/private sector, how to gather it and utilize the results of the data collections to inform decisions that reflect the needs and desires of the stakeholders in this sector. Lecture 3 (Fall).
SERQ-740	Leading Innovation Achieving competitive advantage in today’s world demands that organizations know how to innovate, and do so not once, but repeatedly. Creativity, rapid learning through continuous improvement, and the ability to turn ideas into action, products, processes and services are crucial. How do leaders foster and sustain a culture of innovation? What unique competencies and skills do you need as a leader and what skills do your teams need? How is managing an innovation team different than managing other kinds of teams within an organization? Through this course, service leadership students will leverage and build on their growing knowledge about innovation, the individual and group skills required for innovating gained in SERQ-712. Students will gain deeper insights into innovation leadership requirements for creating, managing and curating a thriving environment in which cutting edge ideas are encouraged, born and grown. Open to students in the service leadership and innovation MS program and non-majors on a space available basis with department permission. (Prerequisite: SERQ-712 or equivalent course.) Lecture 3 (Fall, Spring).
SERQ-747	Design Thinking and Creativity The use of creative problem solving to discover new alternatives in the design of products and services is the essence of design thinking. The innovation design thinking process seeks creative inspiration to solve a problem, generating and selecting ideas to develop a path from design to market. Design thinking tools and strategies are discussed as are “Wicked Problems” and the impact design thinking can have on developing a solution for these problems. An in-depth approach uses stories and prototypes to design products/ services in an effort to solve problems in an innovative and sustainable manner. Lecture 3 (Fall).

Service Leadership and Innovation Master of Science Degree