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CREATING BUSINESS VALUE BEYOND PRODUCTS
LEADING
A diploma programme of
MAASTRICHT UNIVERSITYSCHOOL OF BUSINESS AND ECONOMICS
and
ROTTERDAM SCHOOL OF MANAGEMENTERASMUS UNIVERSITY
The programme has been developed with thefinancial support of the Dutch Ministry of EconomicAffairs, Agriculture and Innovation and the Provinceof Limburg.
The programme has been initiated at the requestof Océ, Philips and Vanderlande Industries.
© 2014 Maastricht University, School of Businessand Economics / Rotterdam School of Management,Erasmus University
OF THE MANUFACTURING INDUSTRY,
MAASTRICHT UNIVERSITY SCHOOL OF BUSINESS AND ECONOMICS (SBE)
AND ROTTERDAM SCHOOL OF MANAGEMENT, ERASMUS UNIVERSITY
HAVE CO-CREATED A NEW DIPLOMA PROGRAMME FOR (FUTURE)
PROFESSIONALS IN BUSINESS SERVICES.
BEYOND PRODUCTS
1
MANUFACTURING COMPANIES
ARE CHANGING THEIR STRATEGIC FOCUS AND
BECOMING TRUE SERVICE PROVIDERS. FOR SOME
COMPANIES, THE REVENUES FROM SERVICES
ALREADY ACCOUNT FOR 50% OF THEIR TOTAL SALES. FOR MANY COMPANIES THIS MEANS
A REAL BREAK FROM THE PAST;
HAPPEN
Over time, industries discovered Business Services,
first as associated and reactive break-fix services,
later as more value-added service propositions, e.g.
per formance con sulting and training. In some cases
firms position themselves as providers of integrated
solutions and offer managed services. Business
Services are being discovered by manufacturers
as a growth area that provides profitable and stable
revenue streams and strengthens client relationships.
Becoming a true service provider is not an obvious
process. It is about finding new business models,
im ple menting new organisational structures and
changing the way performance is managed. It
is about changing the mind-set of the company.
This requires a clear vision and new leadership.
Leading companies invited us to develop this pro -
gramme Leading Business Services because we
Prof. Jos Lemmink, Co-chair
Professor of Marketing andBusiness Services InnovationMaastricht University, Schoolof Business and Economics
Prof. Jan van den Ende, Co-chair
Professor of Managementof Technology and InnovationRotterdam School of ManagementErasmus University
have a relevant network of experts and are able
to deliver an effective programme and diploma.
We believe that only a combined knowledge and
experience of academia and business will make
a difference. That is why we have joined forces.
We invite managers and professionals from the
manu facturing industry who are or will soon be
in leading positions to play a key role in the process
of bringing the soul of Business Services into
the company. A limited number of professionals
from other industries may also be accepted
to the programme. They will benefit from the
entrepreneurial spirit and the hands-on attitude
or our programme.
So feel welcome to join this learning journey and
make Business Services happen in your company!
2
TARGET GROUP
This programme is aimed at managers and professionals from manufacturing and technology industries
who are, or will soon be, in a position to play a leading role in growing Business Services within their
company. You need to have at least five years of relevant working experience. In general, most candidates
have a university degree and would like to deepen and broaden their knowledge of Business Services. We
expect participants to be interactive and open to co-create answers with experts and fellow participants.
FORMAT
The programme has an executive part-time format in which professionals and academics are brought
together to analyse, discuss and find solutions for their real-life challenges in the field of Business Services.
The programme demands a total study time of about 700 hours over one year. The programme is delivered
in English.
STRUCTURE
This programme consists of 6 modules, a Business Services Xperience workshop and a project kick off
meeting. Modules consist of two or three consecutive days of classes, between 08.30-18.30 hours.
Programme locations are: Rotterdam, Eindhoven, Venlo and Maastricht. Each educational module covers
a specific theme and calls for analytical, associative, social and leadership skills. Each module concludes
with an assignment in which you are asked to reflect on literature, compare activities in other companies,
relate your new experiences to issues in your own company, and make a plan for action in your own job.
3
IMMEDIATE VALUE
Given rapid developments in the market, investing in this executive programme
must generate immediate value for our participants as well as being a sound
investment for the long-term. Our programme provides:
An inspiring and challenging learning environ mentu
that enables you to learn new academic insights
and benefit from the experiences of other
participants.
Assignments that require you to apply youru
learning to your company’s activities.
A Business Services workshop that inspires you howu
to develop new Business Services propositions.
Discussions of newly developed Businessu
Services cases from leading companies such as
Océ, Philips and Vanderlande Industries, among
others, to deliver international know ledge of
examples of good practice.
A Business Services project focussing on youru
company’s challenge in Business Services,
coached by academic and business experts.
Permanent access to a network of Businessu
Services experts from academia and the
business world that will enable you to keep
up with the latest insights in Business Services.
A certificate awarded jointly from SBE and RSM,u
and an international network of more than
58.000 professionals, bringing together the
alumni of both schools.
DURATION: 1 year part time
STRUCTURE: six modules, a Business Services workshop and a project Kick Off day
LOCATIONS: Maastricht, Rotterdam, Eindhoven and Venlo
LEARNING PHILOSOPHY: experienced based learning (cases, problems, theory)
ASSESSMENT METHODS: presentations, blogs, assignment papers, workshops
CERTIFICATE: a certificate awarded jointly from Maastricht University, School of Business and Economics(SBE) and the Rotterdam School of Management, Erasmus University (RSM)
STUDY LOAD: total of 700 hours
START: 18 September 2014
COSTS: €12,995 (including tuition costs and learning material)
APPLICATION DEADLINE: five weeks before the start of the programme (14 August)
BUSINESSSERVICES LEADERS
4
MODULE 1
The Soul of Business Services (2 days)
From products to services, why?u
Services characteristicsu
IQ and EQ of servicesu
Strategy in services u
Service Science Xperienceu
Module Owner:
Prof. Jos Lemmink, Maastricht University,
School of Business and Economics
Location: Maastricht
Date: 18-19 Sep 2014
MODULE 4
Performance in Business Services, financial and IT perspectives (3 days)
Service strategy versus finance / accounting models in the value chainu
Balance between finance (look ahead) and accounting (look back)u
Marketing efforts and costs versus bottom-line services revenuesu
IT as competitive advantage in Business Servicesu
Business intelligenceu
IT maturityu
Module Owner:
Prof. Eric van Heck,
Rotterdam School of Management
Erasmus University
Location: Rotterdam
Date: 4-6 Mar 2015
MODULE 2
Managing Service Innovation (2 days)
Business model innovationu
Individual creativityu
Disruptive innovation (in relation to product-services)u
The innovation value chainu
Organisation of service innovation: u
local for local versus global innovation
Implementation of service innovationu
Module Owner:
Prof. Jan van den Ende, Rotterdam School of Management,
Erasmus University
Location: Eindhoven
Date: 6-7 Nov 2014
MODULE 3
Service Marketing and Sales (3 days)
Customer relationship management u
Services marketing mixu
Service profit chainu
Drivers of sales performanceu
The role of sales managersu
Service Science Xperienceu
Module Owner:
Prof. Gaby Odekerken, Maastricht University,
School of Business and Economics
Location: Venlo
Date: 6-8 Jan 2015
5
BUSINESS SERVICES XPERIENCEWe will draw upon the ideas from participants to explore Business Services
in the networks of the programme’s corporate partners, following a step-by-
step approach. The aim of this Xperience is to inspire you to work on a new
business services proposition within your company or with fellow students.
This Xperience can be used as a starter for the Business Services Project as
well. We will systematically inspect, construct and generate the new Business
Services proposition. We will explore the customer experience and define
the business model. Participants draw upon their own resources and the
experience of the Service Science Factory.
www.servicesciencefactory.com
THE BUSINESS SERVICES PROJECTEach participant will work on a real Business Services challenge. This can
be a new business services proposition or solves an issue that is hindering
a company from developing and implementing its Business Services strategy.
The project must meet academic and practical objectives.
Each project is documented in a written report, presented as a master class
to representatives of the subject company, and defended in front of a jury
of academics and business people.
MODULE 5
Excellence in Service Delivery (2 days)
Exploring the role and position of suppliersu
in the Business Services supply chain
Trade-off cost, value and risks in the Businessu
Services supply chain
Insourcing and outsourcing of Business Servicesu
Value-based sourcingu
Developing and managing engaged supplieru
relationships
Module Owner:
Prof. René de Koster, Rotterdam School of
Management, Erasmus University
Location: Rotterdam
Date: 22-23 Apr 2015
MODULE 6
Leading a Service Organisation (2 days)
Perspectives on leadershipu
Leading Change as a project or continuumu
Module Owner:
Prof. Marielle Heijltjes, Maastricht University,
School of Business and Economics
Location: Maastricht
Date: 11-12 Jun 2015
6
Maastricht University School of Business and
Economics (MUSBE) is a top-level European
business school in the fields of Economics
and International Business. MUSBE provides high-quality bachelor, master
and postgraduate education, conducts excellent research, and offers an
international perspective. All programmes are delivered in English, and use
small-scale learning methods supported by electronic learning environments.
Strong incentives for top-quality research connect to its four strategic profiles:
Quality of Life, Europe and a Globalizing World, Learning and Innovation.
Services, and in particular Services Marketing and Management, is one of
the main fields of expertise at MUSBE, distinguished by its excellent course
offerings and international academic research. In 2009 the school launched
the Service Science Factory, a place where researchers and students meet
with businesses to create new service-oriented solutions, or to re-think
existing services. Canon has recently established a chair at Maastricht
University to support the development of new services.
www.maastrichtuniversity.nl/sbe
www.servicesciencefactory.com
Rotterdam School of Management,
Erasmus University (RSM) is the
business school of Erasmus University
Rotterdam – one of Europe’s top research universities. It has a
world-wide reputation as a top business school and is well-known
among business leaders, international recruiters and academics.
This is reflected in its high international ranking – a 7th place in the
Financial Times Metaranking. The school attracts highly-qualified
students from all over the world. RSM has about 250 faculty. Some
7,000 executives and students attend classes annually. RSM has a
portfolio of programmes including its undergraduate programmes,
a flagship MBA programme, and executive education programmes.
Teaching focuses on real-world insights for real-world applications.
It prides itself for being ‘the business school that thinks and lives in
the future’.
www.rsm.nl
ACADEMIC EXCELLENCE INTERNATIONALLY ACCREDITED
INTERNATIONALLY ACCREDITED
Both schools have been recognised by several external organisations and international experts, students, alumni,
staff, faculty, corporate clients and employers, for the quality of their teaching staff, learning methodology, academic
research and facilities. Both schools belong to the select group of business schools (1% worldwide and the only two
business schools in the Netherlands) that are triple-crown accredited by the AACSB, Equis, and AMBA.
7
Océ is one of the leading providers of document management and printingfor professionals. The Océ offering includes office printing and copyingsystems, high speed digital production printers and wide format printingsystems for both technical documentation and color display graphics. Océis also a foremost supplier of document management outsourcing. In 2010Océ joined the Canon Group of companies with headquarters in Tokyo, Japan,to create the global leader in the printing industry. Océ establishedthe Business Services School, and established this programme amongothers. www.businessservicesschool.com
Vanderlande Industries provides automated materials handling forwarehouse automation, parcel & postal and baggage. Its excellent reputationis based on reliable delivery of projects and services, in close co-operationwith customers. www.vanderlande.com
Philips is a leading company in health and well-being. They serveprofessional and consumer markets through three overlapping sectors:Lighting, Healthcare and Consumer Lifestyle. Philips demonstrates itscapacity for innovation by translating customer insights into meaningfultechnology and applications that improve the quality of people’s lives.www.philips.com
SEVERAL COMPANIES
TO
THE DEVELOPMENT OF THIS
PROGRAMME. THEY ALL PURSUE
A STRATEGY TO STRENGTHEN AND GROW BUSINESS SERVICES,
AND ALL RECOGNISE THE NEED TO DEVELOP BUSINESS SERVICES
LEADERS THAT WILL ENABLE THEM TO IMPLEMENT THIS STRATEGY.
YOUR COMPANY IS
PARTNERS ‘Business Services is at thecore of our strategy for growth.
We need to grow a group of
Business Services Leaders that
help us get there.’
Mark Euwe, Executive Vice-President
SBU Business Services, Océ
‘Business Services will bring
additional valueto our customers and is at the
core of our client focus strategy.’
Eric Rondolat,
CEO of Philips Lighting
‘Business Services will help us to
stay ahead. Customers
are demanding that we deliver,
service and manage excellent
projects.’
Jan Hulsmann, Member of the Board
of Vanderlande Industries
8
The programme Leading Business Services is
intended for those with an ambition to become
Business Services Leaders. The admissions
procedure emphasises motivation, maturity
and creativity as well as a strong interest in
Business Services. Most candidates come
from manufacturing and technology industries
but the programme is also open to candidates
from other sectors.
ELIGIBILITY & REQUIREMENTS
To be considered for this programme,
candidates should:
submit a complete application form,u
downloadable at www.rsm.nl/lbs or
www.maastrichtuniversity.nl/lbs
have a minimum of five years relevantu
work experience
TUITION FEES AND FINANCING
The fee for the Leading Business Services
programme is €12,995. This covers tuition
costs and learning materials (readers, cases
and books). This does not include hotel
accommodation or transportation.
PROCEDURE
The deadline for submitting your application
is 14 August. The application can only be
processed when a completed application form
has been received.
When we receive your completed application,
you will be invited for an intake interview. This
gives you the opportunity to present yourself
as a suitable candidate for the programme.
APPLICATION AND ADMISSION
9
Rotterdam School of Management
Erasmus University
Henriëtte Cleton
RSM Leading Business Services
Admissions & Programme Manager
Phone: +31 10 408 1982 / 2222
E-mail: [email protected]
Klaas Wassens
RSM Leading Business Services
Programme Director
E-mail: [email protected]
Phone: +31 10 408 1975 / 2222
Maastricht University
School of Business and Economics
Marion Hameleers
SBE Leading Business Services
Programme Manager
Phone: +31 43 388 4939 / 4621
E-mail: [email protected]
Elisabeth (Lisa) Brüggen
SBE Leading Business Services
Programme Director
E-mail: [email protected]
Phone: +31 43 388 3851
FOR MORE INFORMATION YOU CAN CONTACT
ROTTERDAM SCHOOL OF MANAGEMENT
ERASMUS UNIVERSITY
Leading Business Services Office
Burgemeester Oudlaan 50 (J Building)
3062 PA Rotterdam
The Netherlands
Phone: +31 10 408 2222
Fax: +31 10 452 2137
E-mail: [email protected]
www.rsm.nl/lbs
MAASTRICHT UNIVERSITY
SCHOOL OF BUSINESS AND ECONOMICS
Leading Business Services Office
Tongersestraat 49
6211 LM Maastricht
The Netherlands
Phone +31 43 388 4939
E-mail: [email protected]
www.maastrichtuniversity.nl/lbs
FOLLOW US ON
Disclaimer. The information in this publication is correct as of January 2014. UM and RSM reserve the right to makechanges affecting policies, fees, curricula, or any other matter announced in this publication without further notice.No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means,electronic, mechanical, photocopying, recording or otherwise without written permission from UM and RSM.
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