1. Minor International Services Management

2. Welcome Co-ordinator: Annemarie Peters Lecturer Management of Services: Bart van Hasselt

3. Why International Services Management? 1.Over two-thirds of all employment in developed countries is in the services sector 2.(Production) companies need to distinguish themselves from the competition by the quality of their services both nationally and internationally

4. 3. Services play an important role in almost every sector of society (facility management, industrial management, ict, engineering, construction engineering, logistics, leisure industry, hospitals, banks)

5. What kind of course is the minor International Services Management? An international programme that deals with the management of services: designing, delivering, monitoring, evaluating and improving services

6. Service Concept Integrated framework which defines what service customers can expect and what service employees should deliver Design of service delivery It covers all aspects of a service organisation: such as, marketing, operations management, HRM

7. What will you learn? Entrepreneurship: initiating and creating services Delivering, monitoring and improving services Analysing economic, financial and legal aspects English business communication Cross-cultural communication

8. Course Description (30 Ects) 15 ects international services management 15 ects additional programme (not necessarily services related) In the near future services related courses will also be offered in the additional programme.

9. 2 courses on the Management of Services including lectures and workshops: theory linked to practical assignment from external customer (2x4 ects)

10. 2 knowledge oriented modules International Risk Management (2 ects) Investment risks, credit risks, exchange rate risks International Law and Developments (2 ects): service level agreements

11. 1 Skills module (2 ects) Services Skills negotiating, dealing with complaints, writing customer oriented e-mails, telephoning skills 1 buddy programme module (1 ects) Dutch students organize workshops, field trips, etc. for foreign students. Foreign students give presentations about their courses, cultural differences, relevant developments in their country, etc.

12. Additional programme Dutch language and culture (4 ects) International Trade and cooperation (8 ects) Globalisation (credit crisis) (3 ects)

13. For whom? Dutch and foreign students of the undergraduate courses in Facilities Management, Industrial Management, ICT, Logistics, Construction Engineering or a related course Third or fourth year students of the courses mentioned above Intermediate level of English Specific interest in Services Management Specific interest in studying abroad

14. Start and duration February 2010: start course 20 weeks (3rd + 4th study quarters).

15. Is this the course for you? Would you like to learn how to manage services in national and international organisations? Would you like to prepare for a career at an internationally oriented company by having done an international course? Do you want to distinguish yourself from other students by studying abroad for 6 months?

16. yes? Then the minor International Services Management is the course for you.