國立中山大學 109學年度第1學期 課程教學大綱
National Sun Yat-sen University 109Academic year1st Semester Course syllabus
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中文名稱 Course name(Chinese) |
服務作業管理 |
課號 Course Code |
BM666 |
英文名稱 Course name(English) |
SERVICE OPERATIONS MANAGEMENT |
課程類別 Type of the course |
講授類 | 必選修 Required/Selected | 選修 |
系所 Dept./faculty |
企業管理學系企業管理碩士班 |
授課教師 Instructor |
郭倉義
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學分 Credit |
3 |
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: |
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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: |
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1.期中報告 (線上):50% 2.期末報告 (線上):50%
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課程大綱 Course syllabus |
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課程目標 Objectives |
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This seminar will study service management from an integrated viewpoint with a focus on customer satisfaction. The material will integrate operations, marketing, strategy, information technology and organizational issues. Finally, because the service sector is the fastest-growing sector of the economy, this course is intended to help students discover entrepreneurial opportunities.
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授課方式 Teaching methods |
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講授 官方網頁 http://bm.nsysu.edu.tw/tutorial/kuo/serviceOM.html
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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
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1.每週例行 mini cases:40% 2.期末報告:40% 3.課程參與:20%
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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
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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 | Fitzsimmons, James A., and Mona J. Fitzsimmons | Service Management: Operations, Strategy, and Information Technology, 8th Ed | 華泰 | 2014 | | | 2 | 周瑛琪、顏炘怡編譯 | 服務管理(第八版) | 華泰 | 2014 | | |
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彈性暨自主學習規劃 Alternative learning periods
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每週課程內容及預計進度 Weekly scheduled progress |
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週次 | 日期 | 授課內容及主題 | Week | Date | Content and topic | 1 | 2020/09/06~2020/09/12 | 課程簡介 (非同步網路教學) | 2 | 2020/09/13~2020/09/19 | 服務經濟(Ch. 1) | 3 | 2020/09/20~2020/09/26 | 服務策略(Ch. 2) | 4 | 2020/09/27~2020/10/03 | 開發新服務(Ch. 3) | 5 | 2020/10/04~2020/10/10 | 服務接觸(Ch. 4) | 6 | 2020/10/11~2020/10/17 | 支援設施與服務流程(Ch. 5) | 7 | 2020/10/18~2020/10/24 | 服務品質(Ch. 6) | 8 | 2020/10/25~2020/10/31 | 服務設施位置(Ch. 7) | 9 | 2020/11/01~2020/11/07 | 期中考 | 10 | 2020/11/08~2020/11/14 | 服務供應關係(Ch. 8) | 11 | 2020/11/15~2020/11/21 | 服務全球化(Ch. 9) | 12 | 2020/11/22~2020/11/28 | 管理產能與需求(Ch. 10) | 13 | 2020/11/29~2020/12/05 | 管理等候線(Ch. 11) | 14 | 2020/12/06~2020/12/12 | "Implementing successful self-serve technologies," Mary Jo Bitner, Amy L. Ostrom, and Matthew L. Meuter, Academy of Management Executive, vol. 16, no. 4, 2002, 96-109. | 15 | 2020/12/13~2020/12/19 | "The Mismanagement of Customer Loyalty," Werner Reinartz and V. Kumar., Harvard Business Review, July. 2002, 86-94. | 16 | 2020/12/20~2020/12/26 | 期末報告 | 17 | 2020/12/27~2021/01/02 | 期末報告 | 18 | 2021/01/03~2021/01/09 | 期末報告 |
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課業討論時間 Office hours |
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時段1 Time period 1: 時間 Time:星期四15:00~ 17:00 地點 Office/Laboratory:管 3053 時段2 Time period 2: 時間 Time:星期五15:00~ 17:00 地點 Office/Laboratory:管 3053
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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 |
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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 | |
溝通能力與團隊合作(Communication ability and team cooperation) 1. Communication ability and team cooperation. | V | | V | V | V | V | V | | | | V | 進階管理知識(Advanced knowledge of management) 2. Advanced knowledge of management. | V | | V | V | V | V | V | | | | V | 倫理觀與社會責任實踐(Ethics and social responsibilities) 3. Ethics and social responsibilities. | V | | V | V | V | V | V | | | | V | 問題分析與解決能力(Ability of problem analysis and solution) 4. Ability of problem analysis and solution. | V | | V | V | V | V | V | | | | V | 國際觀與外語能力(Global perspective and foreign language ability) 5. Global perspective and foreign language ability. | | | | | | | | | | | | ※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 | V | | V | V | V | V | V | | | | V | 2.探究與批判思考能力。 2. Inquisitive and critical thinking abilities | V | | V | V | V | V | V | | | | V | 3.終身學習能力。 3. Lifelong learning | V | | V | V | V | V | V | | | | V | 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 | V | | V | V | V | V | V | | | | V | 9.山海胸襟與自然情懷。 9. Broad-mindedness and the embrace of nature | | | | | | | | | | | |
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本課程與SDGs相關項目:The course relates to SDGs items: |
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本課程校外實習資訊: This course is relevant to internship: |
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