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2007:06 R

Evaluation of the Lund University Master´s programme in Service Management at Campus Helsingborg

This evaluation report contains the result of an evaluation of the Lund University Master´s programme in Service Management at Campus Helsingborg. The evaluation was carried out at the end of 2006 by an external Evaluation Group consisting of a professor, a professor emeritus and a postgraduate student. The report is in two parts. The first part is the decisions and reflections of Högskoleverket. The second part is the report by the Evaluation Group. The Evaluation Group is responsible for the content of the Evaluation Group report. The Högskoleverket decisions and reflections are based upon the Evaluation Group report.

According to the Evaluation Group, the interdisciplinary Service Management programme at Campus Helsingborg has struggled with various profiling problems. The programme started in 2000 with Business Economics as the main subject. From 2003 onwards, the main subject has been Service Management. According to the self-evaluation, the aim of the programme on the one hand is to maintain a clear focus upon leadership and management of service activities. The Bologna Accord will make this focus on services even clearer. On the other hand, again according to the self-evaluation, there is also an express aim to give the students more generalised knowledge. “The intention is that students should act as reflecting practitioners and problem-solving analysts in both the private and public sectors. The wide scope of the programme means that after completing it, students should be able to work successfully in other industries and areas than those the four specialisations focus upon". The lack of a clear profile can lead to problems with forming theories, methodology and progression. One of the things pointed out by the Evaluation Group is that the lack of clear quantitative methodology skills can make the students less competitive on the labour market.

The Evaluation Group also says that the programme needs to be more international in outlook. The students should be given greater opportunities and more help to do some of their studies abroad. In addition, a larger proportion of the teaching and course literature should be in English. More written work should also be required in English, says the Evaluation Group.

A third problem area pointed out by the Evaluation Group is a lack of contact between the programme and the world of research. An impressively high percentage of teachers at the Department of Service Management hold a PhD and this is extremely positive. In autumn 2005, Service Science was established as a postgraduate subject at the department. However, the major investment the department has put into the Service Management programme has meant that they have not been able to prioritise their own research. It is desirable that teachers be given greater opportunities to take part in different ways in various research contexts, for example, by publishing items in international science periodicals and by attending seminars, conferences and scientific symposia. It is also desirable that Campus Helsingborg continues to develop its contacts with other educational establishments with postgraduate and basic courses in Service Management in both Sweden and overseas.

Among the positive factors mentioned by the Evaluation Group are, apart from the large proportion of Ph D teachers, the successful efforts of the department to tie in with so-called partner companies. The department also has an easily understood and logical management structure. In their report, the Evaluation Group especially mentions the enthusiasm and commitment shown by the people involved in the programme in various ways. The student group which the Evaluation Group spoke to also mentioned the good contact between them and the department and the good formal opportunities they had to influence the programme.
Högskoleverket can state that, based on the report of the Evaluation Group, the Master´s programme in Service Management at Campus Helsingborg fulfils the quality requirements for higher education.

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