國立中山大學 110學年度第2學期 課程教學大綱

National Sun Yat-sen University 110Academic year Course syllabus

中文名稱
Course name(Chinese)

服務科學與服務創新

課號
Course Code

MIS531

英文名稱
Course name(English)

SERVICE SCIENCE AND SERVICE INNOVATION

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

徐士傑    

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:

         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.服務體驗10%
2.服務設計10%
3.認知心理學報告10%
4.期中考20%
5.期末報告30%
6.課堂參與20%

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.)】

本課程的主要目的在建立學生對服務科學與創新的認識,將涵蓋下列幾個重要主題:
1.知識經濟與科技創新
2.服務的科學及服務創新模式
3.資訊科技帶動的服務創新
4.顧客分析與服務創新
5.服務流程的分析與改造
6.服務知識的管理與應用
7.Web services及服務創新的技術
8.資訊科技與不同產業的服務創新
9.服務創新的限制及未來創新方向
The main purpose of this course is to build students' understanding of service science and innovation and will cover the following important topics:
1. Knowledge Economy and Technology Innovation
2. Service science and service innovation model
3. Information technology-driven service innovation
4. Customer Analysis and Service Innovation
5. Analysis and transformation of service process
6. Management and application of service knowledge
7. Web services and service innovation technologies
8. Information Technology and Service Innovation in Different Industries
9. Limitations of service innovation and future direction of innovation

課程目標 Objectives

         ꖻ뷒땻ꪺꗘ볐Ꙣ뇐뻉뻇ꗍ꙰꛳ꕈꚳ꡴닎ꪺꓨꩫ꣓맯ꩁ냈ꪺꖻ뷨낵뉠ꑊꪺ셁룑ꅁꣃꕂ뙩ꑀꡂꪺ뻇닟ꩁ냈띾ꪺꖻ뷨ꅁꕈ꓎꙰꛳륂ꗎ뉻ꕎ곬꟞꣓녡냊ꩁ냈띾돐띳뭐뫞뉺ꅃഊ周攠杯慬映瑨楳⁣潵牳攠楳⁴漠瑥慣栠獴畤敮瑳⁨潷⁴漠獹獴敭慴楣慬汹⁵湤敲獴慮搠瑨攠湡瑵牥映瑨攠獥牶楣攠慮搠晵牴桥爠獴畤礠瑨攠湡瑵牥映瑨攠獥牶楣攠楮摵獴特⁡湤⁨潷⁴漠畳攠浯摥牮⁴散桮潬潧礠瑯⁤物癥⁩湮潶慴楯渠慮搠浡湡来浥湴⁩渠瑨攠獥牶楣攠楮摵獴特⸠ഊ

授課方式 Teaching methods

         本課程授課包括課堂講解,案例討論,小組討論,學生報告等多元的授課方式。
The course includes lectures, case discussions, group discussions, student reports and other multi-teaching methods.

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.服務體驗10%
2.服務設計10%
3.認知心理學報告10%
4.期中考20%
5.期末報告30%
6.課堂參與20%

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

         哈佛個案

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
WeekDateContent and topic
12022/02/13~2022/02/19Course introduction
22022/02/20~2022/02/26Service economic
32022/02/27~2022/03/05Service system
42022/03/06~2022/03/12Value co-creation
52022/03/13~2022/03/19Service innovation
62022/03/20~2022/03/26Service design theory
72022/03/27~2022/04/02Service design principle
82022/04/03~2022/04/09Spring break
92022/04/10~2022/04/16Mid-term
102022/04/17~2022/04/23Service design practices
112022/04/24~2022/04/30Service quality management - concepts
122022/05/01~2022/05/07Service quality management - practices
132022/05/08~2022/05/14Service capacity management
142022/05/15~2022/05/21Service personnel management
152022/05/22~2022/05/28Research in service issues
162022/05/29~2022/06/04Final presentation
172022/06/05~2022/06/11Final presentation
182022/06/12~2022/06/18Written report

課業討論時間 Office hours

         時段1 Time period 1:
時間 Time:星期一1400-1600
地點 Office/Laboratory:管4046
時段2 Time period 2:
時間 Time:星期三1400-1600
地點 Office/Laboratory:管4046

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.V VVVV     
3.具備解決資訊管理問題之能力 3. Capabilities to solve IT-related problems.V   V      
4.具備資訊管理之專業知識 4. Professional knowledge of information technology.VV         
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 skillsV VVV      
2.探究與批判思考能力。 2. Inquisitive and critical thinking abilitiesV V        
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 leadershipV   V      
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:

        
SDG1-消除貧窮(No Poverty)
SDG2-消除飢餓 (Zero Hunger)
SDG3-良好健康與福祉(Good Health and Well-being)
SDG4-教育品質(Quality Education)
SDG5-性別平等(Gender Equality)
SDG6-乾淨水源與公共衛生(Clean Water and Sanitation)
SDG7-可負擔乾淨能源(Affordable and Clean Energy)
SDG8-優質工作與經濟成長(Decent Work and Economic Growth)
SDG9-工業、創新和基礎建設(Industry,Innovation and Infrastructure)
SDG10-減少不平等(Reduced Inequalities)
SDG11-永續城市(Sustainable Cities and Communities)
SDG12-責任消費與生產(Responsible Consumption and Production)
SDG13-氣候行動(Climate Action)
SDG14-海洋生態(Life Below Water)
SDG15-陸域生態(Life on Land)
SDG16-和平、正義和穩健的制度(Peace,Justice And Strong Institutions)
SDG17-促進目標實現的全球夥伴關係(Partnership for the Goals)
本課程和SDGS無關

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

         本課程包含校外實習(本選項僅供統計使用,無校外實習者,得免勾記)
The course includes internship.(For statistical use only. If the course without internship, please ignore this item.)

實習定義:規劃具有學分或時數之必修或選修課程,且安排學生進行實務與理論課程實習,於實習終了取得考核證明繳回學校後,始得獲得學分;或滿足畢業條件者。(一般校內實習請勿勾選此欄位)

Internship: The required or elective courses should include credits and learning hours. Students should participate in the corporative company or institution to practice and learn the real skills. An internship certification must be handed in at the end of internship to get the credits or to fulfil the graduation requirements.

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