國立中山大學108學年度第2學期服務品質管理課程大綱

國立中山大學 108學年度第2學期課程教學大綱

National Sun Yat-sen University 108Academic year Course syllabus

中文名稱
Course name(Chinese)

服務品質管理

課號
Course Code

MIS535

英文名稱
Course name(English)

SERVICE QUALITY MANAGEMENT

課程類別
Type of the course

講授類

必選修
Required/Selected

選修

系所
Dept./faculty

資訊管理學系碩士班

授課教師
Instructor

劉賓陽

學分
Credit

因應嚴重特殊傳染性肺炎(武漢肺炎)，倘若後續需實施遠距授課，授課方式調整如下：

同步遠距【透過網路直播技術，同時進行線上教學，得採Microsoft Teams、Adobe connect等軟體進行】
同步遠距含錄影【透過網路直播技術，同時進行線上教學並同時錄影，課程內容可擇日再重播，得採Microsoft Teams、Adobe connect等軟體進行】
非同步遠距【課堂錄影或錄製數位教材放置網路供學生可非同時進行線上學習，得採EverCam、PPT簡報錄影、錄音方式進行】
實作類課程，經評估無法採遠距課程教學，後續復課後密集補課

★遠距教學軟體操作說明連結

因應嚴重特殊傳染性肺炎(武漢肺炎)，倘若後續需實施遠距授課，評分方式調整如下：

1.平時成績（含網大討論、線上測驗、作業、議題討論）：40%
2.期中評鑑（Workshop）：20%
3.期末專案：40%

課程大綱 Course syllabus

本課程教學大綱已提供完整英文資訊（本選項僅供統計使用，未提供完整英文資訊者，得免勾記）【Provide information of course syllabus in English.(This is for statistical use only. For those who do not provide information of course syllabus in English, do not check this field.)】

服務品質管理為企業因應產業結構變遷與的重要議題，本課程將就企業在服務品質管理方面，由策略、計畫、執行及控管等層面，介紹探討其主要理念發展、模式系統及工具技術之應用，以促成服務品質之全方位推動。

◎Introduction to Service Quality Management
─The Nature of Service
─Service Strategy and Competitiveness
─Service Quality and Productivity
◎Operating the Service Systems
─Managing Demand and Supply in Service
─Process Design and Development of Services
─Technology and Innovation Impact on Services
◎Service Quality Measurement
─Service Satisfaction
─Service Guaranty
─Service Productivity and Performance Measurements
◎Tools of Service Improvement
─Introduction of ISO & QSO
─QC 7 Tools
─Quality Function Deployment
─Statistical Quality Control
─Six Sigma Quality Management
─Total Quality Service*
─Queueing and Simulation*
─Taguchi Experimental Design*
◎Field Study & Cases Study
◎Discussion and Feedback

課程目標 Objectives

修課對象：研究所一般生及碩士在職專班生（大學部高年級生亦可）
本課程將就存在於產業、企業及部門間之服務機能，講授相關管理理論基礎、探究析其運作模式；針對服務品質之維護與提升，期使得修課學生能：
1. 具備品質管理領域之基本學理與實務基礎；
2. 對服務品質具有策略層次之素養；
3. 習得服務機能之品質控管方面，包含運作模式規劃、服務流程設計、監控機制擬定…等之技能及相關管理手法。
This course is focused on the mechanism of improving the service quality, and the students can：
1. learn the major theories and techniques of quality management,
2. establish the domain knowledge and the strategical thinking for the service quality, and
3. be able to solve the problems while upgrading the service quality levels.

授課方式 Teaching methods

學理講授 Lectures for the Major Theories
產業參訪分析 Filed Study and Analysis
服務管理個案討論 Case Study
品管手法操作 Techniques of the Quality Control

評分方式﹝評分標準及比例﹞Evaluation (Criteria and ratio)等第制單科成績對照表 letter grading reference

1.平時成績 (Online Discussion, Homework, Quiz, Topic Discussion)：40%
2.期中評鑑 (Workshop & Lecture)：30%
3.期末報告 (Final Report)：30%

參考書/教科書/閱讀文獻 Reference book/ textbook/ documents
〔請遵守智慧財產權觀念，不可非法影印。教師所提供之教材供學生本人自修學習使用,不得散播及做為商業用途〕
No copies for intellectual property rights. Textbooks provided by the instructor used only for self-study, can not broadcast or commercial use

序號	作者	書名	出版社	出版年	出版地	ISBN#
No.	Auther	Title	Publisher	Year of publish	Publisher place	ISBN#
1	Foster, S.T.	Managing Quality-Integrating the Supply Chain, 3rd Ed.	Prentice Hall	2007	USA
2	Grant, E.L.	Statistical Quality Control, 6th Ed.	McGraw-Hill	1996	USA
3	Hakserver, C., B. Render, R.S. Russell, and R.G. Murdick	Service Management and Operations, 2nd Ed.	Prentice-Hall	2000	USA
4	Lovelock, H., J. Wirtz, and P.C. Peng	Essentials of Services Marketing	Prentice-Hall	2009	USA
5	Montgomery, D.C.	Introduction to Statistical Quality Control, 5th Ed.	John Wiley & Sons, Inc.	2005	USA
6	Fitzsimmoms, J.A., and M.J. Fitzsimmoms	Service Management, 7th edition	McGraw-Hill	2011	USA
7	顧志遠與薄榮薇	服務業─系統設計與作業管理	華泰書局	2012	中華民國
8	楊錦洲	服務品質管理─從學理到應用	華泰書局	2009	中華民國
9	戴久永	品質管理	滄海書局	2006	中華民國
10	劉賓陽	作業研究	三民書局	2000	中華民國

彈性暨自主學習規劃 Alternative learning periods

本門課程是否有規劃實施學生彈性或自主學習內容（每1學分2小時）

Is any alternative learning periods planned for this course (with each credit corresponding to two hours of activity)?

否：教師需於「每週課程內容及預計進度」填寫18週課程進度（每1學分18小時之正課內容）。
No：The instructor will include an 18-week course plan in the weekly scheduled progress (each credit corresponds to 18 hours of instruction)

是：教師需於「每週課程內容及預計進度」填寫16週課程內容（每1學分16小時之正課內容），並於下列欄位填寫每1學分2小時學生彈性或自主學習內容。
Yes：The instructor will include a 16-week course plan in the weekly scheduled progress (each credit corresponds to 16 hours of instruction);the details of the planned alternative learning periods are provided below (each credit corresponds to two hours of activity).

學生彈性或自主學習活動 Alternative learning periods	勾選或填寫規劃內容 Place a check in the appropriate box or provide details	時數 Number of hours
學生分組實作及討論 Group work and discussion
參與課程相關作業、作品、實驗 Participation in course-related assignments, work, or experiments
參與校內外活動（研習營、工作坊、參訪）或競賽 Participation in on- or off-campus activities (e.g., seminars, workshops, and visits) or competitions
課外閱讀 Extracurricular reading
線上數位教材學習 Learning with online digital learning materials
其他（請填寫規劃內容） Other (please provide details)

每週課程內容及預計進度 Weekly scheduled progress

週次	日期	授課內容及主題
Week	Date	Content and topic
1	2020/02/27~2020/02/29	Introduction to Service Quality Management
2	2020/03/01~2020/03/07	The Nature of Service
3	2020/03/08~2020/03/14	Service Strategy and Competitiveness
4	2020/03/15~2020/03/21	Service Quality and Productivity
5	2020/03/22~2020/03/28	Introduction to Major Quality Theories
6	2020/03/29~2020/04/04	Extracurricular activities
7	2020/04/05~2020/04/11	Strategic Quality Planning/The Costs of Quality
8	2020/04/12~2020/04/18	Workshop (I)
9	2020/04/19~2020/04/25	Managing Demand and Supply in Service/Process Design and Development of Services
10	2020/04/26~2020/05/02	Process Redesign & Service Guarantee
11	2020/05/03~2020/05/09	Balancing Demand Against Productive Capacity
12	2020/05/10~2020/05/16	Service Environment
13	2020/05/17~2020/05/23	Improving Service Quality Systems
14	2020/05/24~2020/05/30	Tools of Service Improvement (IV)
15	2020/05/31~2020/06/06	Deployment of Quality Control
16	2020/06/07~2020/06/13	Workshop (II)
17	2020/06/14~2020/06/20	Statistical Process Control/Quality Control Seven Tools
18	2020/06/21~2020/06/24	Final Report & Discussion

課業討論時間 Office hours

時段1 Time period 1:
時間 Time：星期一12:00~14:00
地點 Office/Laboratory：管3054
時段2 Time period 2：
時間 Time：星期二12:00~14:00
地點 Office/Laboratory：管3054

系所學生專業能力/全校學生基本素養與核心能力 basic disciplines and core capabilitics of the dcpartment and the university

系所學生專業能力/全校學生基本素養與核心能力
basic disciplines and core capabilities of the department and the university

課堂活動與評量方式
Class activities and evaluation

本課程欲培養之能力與素養 This course enables students to achieve.

紙筆考試或測驗 Test.

課堂討論︵含個案討論︶ Group discussion (case analysis).

個人書面報告、作業、作品、實驗 Indivisual paper report/ assignment/ work or experiment.

群組書面報告、作業、作品、實驗 Group paper report/ assignment/ work or experiment.

個人口頭報告 Indivisual oral presentation.

群組口頭報告 Group oral presentation.

課程規劃之校外參訪及實習 Off-campus visit and intership.

證照/檢定 License.

參與課程規劃之校內外活動及競賽 Participate in off-campus/ on-campus activities and competitions.

課外閱讀 Outside reading.

※系所學生專業能力 Basic disciplines and core capabilities of the department

1.具備資訊倫理與社會責任實踐的能力 1. Awareness of information ethics.

2.具備溝通能力 2. Communication Skills.

3.具備解決資訊管理問題之能力 3. Capabilities to solve IT-related problems.

4.具備資訊管理之專業知識 4. Professional knowledge of information technology.

5.具備國際觀 5. Global perspective.

※全校學生基本素養與核心能力 Basic disciplines and core capabilities of the university

1.表達與溝通能力。 1. Articulation and communication skills

2.探究與批判思考能力。 2. Inquisitive and critical thinking abilities

3.終身學習能力。 3. Lifelong learning

4.倫理與社會責任。 4. Ethnics and social responsibility

5.美感品味。 5. Aesthetic appreciation

6.創造力。 6. Creativity

7.全球視野。 7. Global perspective

8.合作與領導能力。 8. Team work and leadership

9.山海胸襟與自然情懷。 9. Broad-mindedness and the embrace of nature　

本課程與SDGs相關項目：The course relates to SDGs items:

尚未建立SDGS資料

本課程校外實習資訊: This course is relevant to internship:

本課程無註記包含校外實習