Master of Service Design, Management and Leadership (MSDML)

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

Department Contacts

Benedict Asiedu Amankwah

Program Manager

Miriam Anowie

Program Advisor

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)

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