→ vriel:感覺就是很操 推218.167.202.202 01/12
→ restless:感覺上課會一直兜同樣的圈子=.= 推140.112.252.125 01/12
因為好像有很多企管組的在問服務品管的課程大綱
我寫信去問了結果如下 供大家參考囉 :)
(對不起我等下要考試...>< 所以就不仔細排版了!!!!)
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Services Management (741 U7800)
Instructor: 黃崇興教授
e-mail: chhuang@mba.ntu.edu.tw
class hour: Tuesday 2:30 p.m. - 5:30 p.m. @ room 301 管院一館
class size: 30 students
Prerequisite: 作業管理（擋修）
Rationale and Objectives
Services have come to dominate our economy. Yet there remains some
belief that service production and management is a simple adaptation
of goods production and management. Unlike physical goods, services
are co-produced with customers at a time, and in a place, of the customer's
choosing. And this co-production directly involves an organization's
front-line employees. As a result, services can not be inventoried and
checked for quality assurance.
The purpose of this course is to provide you with a thorough understanding
of the management and continuous improvement of service operations.
This includes a thorough understanding of the service customer and experience,
the service operation, service employees, service strategies,
and new technology applications to service development and innovation.
The course begins by describing the service revolution and how services
compete in the market place. We then study, in turn, the service customer,
the service operation, the service employee and the service culture.
In the second part of this semester, we will learn a systematic approach
to developing a service quality, satisfaction and loyalty measurement
system. We then explore service recovery practices and service guarantees
using local case examples.
Textbook
" "Service Management - Operations, Strategy and Information Technology"
, 4th ed. James A. Fitzsimmons, Mona J. Fitzsimmons, McGraw Hill, 2001.
（華泰書局）
" There are readings that will be available in class as handouts.
Required non-textbook reading (in first four weeks)
￠ 天下第一店（Sam Walton, made in America: my story）
作者：山姆．威頓，約翰．惠伊/著，譯者：李振昌，出版社：智庫
￠ 聯邦快遞：準時快遞全球的頂尖服務
（The World On Time: the 11 management principles that made FedEx an
overnight sensation）作者：詹姆斯．魏樂比著，譯者：張瑞林譯，出版社：智庫
￠ ㄅㄚˊ ㄅㄚˊ我要去迪士尼！：迪士尼創造歡樂的七大秘訣
（Inside the Magic Kingdom: Seven keys to Disney's success）
作者：湯瑪斯．康奈蘭 著，譯者：黃碧惠，出版社：智庫
￠ 西南航空：讓員工熱愛公司的瘋狂處方
（NUTS! Southwest Airlines' Crazy Recipe for Business and Personal Success）
作者：凱文．傅萊博 & 賈姬．傅萊博著，譯者：董更生譯，出版社：智庫
￠ 顧客服務心：諾斯壯如何讓員工、顧客與老闆三贏
（The Nordstrom way: the inside story of America's #1 customer service
company）作者：羅伯特．史派特，派屈克．麥卡西著，譯者：李佳霖譯，出版社：智庫
￠ 探索服務靈魂：跳脫傳統服務企業框架的經典之作
（Discovering the Soul of Service: the nine drivers of sustainable business
success）作者：李奧那貝瑞著，譯者：方華恩譯，出版社：高寶
￠ 關鍵時刻（Moment of Touch）作者：卡爾森著，譯者：李田樹譯，出版社：長河
Grading, Evaluation and Course Projects
Grading is based on three projects, two exams and class participation
as follows:
Project #1, #2, #3 30%
Class Participation (presentation) 40%
Exams 30%
Course description:
I am looking for students who are thinking to take this course
expressing their strong commitment, and having willingness to contribute
to and work with the whole class. In this class each of you will be
expected to show your enthusiasm in participating classes' lecturing,
discussions, homework assignments, workshops, and outside trip teaching.
The amount of resources available to this class is positively related to
the response and eagerness of learning from students.
The class participation measures your contributions in the class
and your preparation for each class meeting. It takes 40% and I mean it.
For those students who have no background of business, management, and
operations management, this class will be no value added to you at all.
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