What is service management?
As an evolving field, service management is a management approach in which management procedures are focused upon the characteristics of service and the nature of service competition. (Grönroos, 1990)
Service management is a total organizational approach that makes quality of service, as perceived by the customer, the number one driving force of the operation of the business. (Albrecht, 1988)
Why study service management?
Approximately 80 percent of the nation's Gross National Product (GNP) is generated by the service sector. More than 90 percent of the 33,200 jobs recently created in Wisconsin were from the service sector.
Are there jobs in service management?
Yes! Rapid changes in technology, the proliferation of information services, new distribution systems in transportation, banking, repair, utilities, health care, education, entertainment, travel, retailing, non-profit social/membership organizations and many others, all require a new generation of customer sensitive-service oriented managers.
The B.S. degree in Service Management is the first of its kind in the nation. The program has the unique feature of blending a service management core with a balance of business and finance, communication and information technologies with human development and relationship courses.
The program aims to prepare graduates who will provide the leadership talent necessary for entry careers as service managers in for profit/non-profit service sector organizations throughout Wisconsin, the Midwest, nation and world. Positions may include the management responsibilities of internal/external customer relations, complaint handling systems, service standards, benchmarking, call center management, quality standards, partnering, out-sourcing pricing, electronic commerce, reward systems, volunteer staffing, among others.
What competencies must a service manager have?
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Analyzes service system needs of internal and external customers, specifying service system solutions based upon the identified needs.
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Understands the human development and resource factors relative to the modern service workplace.
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Understands the role of services in the global economy.
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Understands the functional areas of service operations.
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Demonstrates an understanding of services marketing.
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Applies fundamental electronic data, voice and video communication systems to delivery of services.
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Understands the role of cultural diversity in managing services.
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Identifies basic hardware and software components of service management and how their functions interrelate to service delivery.
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Defines and identifies key organizational protocols and standards for effective service management operations.
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Identifies and applies evaluation criteria and measurement standards for quality systems in service management.
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Understands the service process and the interface between the customer as participant and provider.
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Understands customer demand and service response.
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Understands the system integration of the service package in relationship to supporting facilities, functional areas of service goods, explicit/implicit services and design of operation.
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Understands the quantitative principles, techniques and applications involved in service system design and analysis.
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Analyzes data, reasons for growth patterns and projections within the service sector.
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Demonstrates knowledge of the ethic of service.
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Understands service learning when applied to on/off campus service experiences.
Are service sector jobs all low paying?
No! The employment rate for program graduates in 2004–05 was 97 percent with entry salaries ranging from $19,000 to $44, 000. Researchers continue to debunk the idea that most future service careers will be menial, low paying and with few personal rewards.
Service Industry Starting Salaries
Consulting Services --- $36,789
Computer Software --- $35,889
Banking (Investment) --- $37,780
Communications --- $37,345
Financial Services --- $32,716
Merchandising --- $28,095
Banking (Commercial) --- $30,748
Insurance --- $27,273
Hospitality-Hotels --- $37,000
Hospitality-Fast Food --- $29,000
Real Estate --- $35,000
Transportation --- $31,500
Utilities --- $33,200
Other --- $28,900
Source: Fitzsimmons, J.A., 1998
What is the B.S. degree in Service Management?
To earn a degree, students take a number of classes from a service management core, a major studies for-profit or non-profit service sector organization concentration, and selectives from communication/information technology, and depending upon your concentration, courses from human development/relationships and business/financial management.
The service management core courses include introduction to global service management, services marketing, services operations management, electronic service management, intercultural services management and a service management field experience or internship.
The program does offer a program director approved, individualized concentration option for students with unique work/education experience or career plans.
Is financial aid available?
Yes! See the Financial Aid Office website for more information. University of Wisconsin-Stout Foundation scholarships and private scholarships are also available to service management majors.
How can I get work experience in service management?
Service management students may work as interns for service sector organizations. Students also have applied class projects for clients interested in finding solutions to service management problems.
Examples of recent cooperative education internships, field experiences and employment include:
| Employer | Service Area |
|---|---|
| American Eagle Outfitters (Minnesota) | Retail |
| American Family Insurance Co. (Wisconsin) | Insurance |
| American Red Cross (Minnesota) | Human Relief Services |
| Bergstrom Automotive (Wisconsin) | Automotive |
| Best Western International (Korea) | Lodging |
| BI (Minnesota) | Incentive Travel |
| Bravo! Development Corporation (Ohio) | Food Services |
| Camp Shamineau (Minnesota) | Leisure |
| City of St. Paul (Minnesota) | Public Administration |
| Deangelis Diamond Construction, Inc. (Florida) | Construction |
| Dunn County Health Care Center (Wisconsin) | Health Care |
| Economic Development Administration (Wisconsin) | Public Services |
| Galactic Travel (Texas) | Incentive Travel |
| Girl Scouts of America (Wisconsin) | Leisure |
| Group Publishing Company (Colorado) | Community Service |
| Harvey's (Nevada) | Gaming |
| 4-H/LEX Institute (Japan) | Student Exchange Education |
| Mayo Clinic (Wisconsin) | Health Care |
| McDonald's (Wisconsin) | Quick Service Food |
| Mills Fleet Farm (Wisconsin) | Home Improvement |
| Norstan (Minnesota) | Telecommunications |
| Northwest Mutual Life Insurance (Minnesota) | Insurance/Financial Services |
| People Serving People (Minnesota) | Homeless Shelter |
| Ritz Carlton (Washington, DC) | Lodging |
| Sam's Club (Wisconsin) | Retail |
| Shorewood Realty (Wisconsin) | Real Estate/Mortgage Services |
| Six Flags Great American (Illinois) | Amusement/Entertainment |
| Square D Company (Wisconsin) | Manufacturing |
| St. Paul Saints (Minnesota) | Sports/Entertainment |
| Target (Minnesota, Wisconsin) | Retail |
| United Way (Wisconsin) | Human Services |
| University of Wisconsin-Stout (Wisconsin) | Help Desk |
| Walgreens (Wisconsin) | Retail |
| Wal-Mart (Minnesota/Wisconsin) | Retail |
| Walt Disney World (Florida) | Retail/Entertainment |
| Westconsin Credit Union (Westconsin) | Banking |
| Xcel Energy (Wisconsin) | Utilities |
| Yonkers (Wisconsin) | Retail |
For answers to questions not addressed here, contact the program director at the address, telephone, or e-mail address listed on the home page.