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

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.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%

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.AutherTitlePublisherYear of
publish
Publisher
place
ISBN#
1Foster, S.T.Managing Quality-Integrating the Supply Chain, 3rd Ed.Prentice Hall2007USA
2Grant, E.L.Statistical Quality Control, 6th Ed.McGraw-Hill1996USA
3Hakserver, C., B. Render, R.S. Russell, and R.G. MurdickService Management and Operations, 2nd Ed.Prentice-Hall2000USA
4Lovelock, H., J. Wirtz, and P.C. PengEssentials of Services MarketingPrentice-Hall2009USA
5Montgomery, D.C.Introduction to Statistical Quality Control, 5th Ed.John Wiley & Sons, Inc.2005USA
6Fitzsimmoms, J.A., and M.J. FitzsimmomsService Management, 7th editionMcGraw-Hill2011USA
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
WeekDateContent and topic
12022/02/13~2022/02/19Introduction to Service Quality Management
22022/02/20~2022/02/26The Nature of Service
32022/02/27~2022/03/05Service Strategy and Competitiveness
42022/03/06~2022/03/12Service Quality and Productivity
52022/03/13~2022/03/19Introduction to Major Quality Theories
62022/03/20~2022/03/26Extracurricular activities
72022/03/27~2022/04/02Strategic Quality Planning/The Costs of Quality
82022/04/03~2022/04/09Workshop (I)
92022/04/10~2022/04/16Managing Demand and Supply in Service/Process Design and Development of Services
102022/04/17~2022/04/23Process Redesign & Service Guarantee
112022/04/24~2022/04/30Balancing Demand Against Productive Capacity
122022/05/01~2022/05/07Service Environment
132022/05/08~2022/05/14Improving Service Quality Systems
142022/05/15~2022/05/21Tools of Service Improvement (IV)
152022/05/22~2022/05/28Deployment of Quality Control
162022/05/29~2022/06/04Workshop (II)
172022/06/05~2022/06/11Statistical Process Control/Quality Control Seven Tools
182022/06/12~2022/06/18Final 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.V VVVVVV VV
2.具備溝通能力 2. Communication Skills.V V VVVV VV
3.具備解決資訊管理問題之能力 3. Capabilities to solve IT-related problems.VVVVVVVV VV
4.具備資訊管理之專業知識 4. Professional knowledge of information technology.VVVVVVVV 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 VVVVVV VV
2.探究與批判思考能力。 2. Inquisitive and critical thinking abilitiesVVVVVVVV VV
3.終身學習能力。 3. Lifelong learningVVVVVVVV VV
4.倫理與社會責任。 4. Ethnics and social responsibility           
5.美感品味。 5. Aesthetic appreciationVVVVVVVV VV
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:

        
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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