國立中山大學 109學年度第2學期 課程教學大綱

National Sun Yat-sen University 109Academic 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

梁定澎    

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:

         尚未建立傳染性肺炎(武漢肺炎)課程評分方式﹝評分標準及比例﹞

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꟞꣓녡냊ꩁ냈띾돐띳뭐뫞뉺ꅃ‍੔桥⁧潡氠潦⁴桩猠捯畲獥⁩猠瑯⁴敡捨⁳瑵摥湴猠桯眠瑯⁳祳瑥浡瑩捡汬礠畮摥牳瑡湤⁴桥慴畲攠潦⁴桥⁳敲癩捥⁡湤⁦畲瑨敲⁳瑵摹⁴桥慴畲攠潦⁴桥⁳敲癩捥⁩湤畳瑲礠慮搠桯眠瑯⁵獥潤敲渠瑥捨湯汯杹⁴漠摲楶攠楮湯癡瑩潮⁡湤慮慧敭敮琠楮⁴桥⁳敲癩捥⁩湤畳瑲礮ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†ഊ†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.課程參與(Course particpation)20%
2.作業(Homework)40%
3.期末報告(Final Project)40%

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#
1台灣服務科學學會(Service Science Society of Taiwan)服務科學(Service Science )前程文化(Future Career Publishing Corporation, FCPC)2015台北(Taipei)9789865774417
2Fitzsimmons, F.AService Management: Operations, Strategy, Information Technology, Seventh International EditionMcGraw-Hill2011New York
3Lsterwalder, A. and Pigneur, Y.Business Model GenerationJohn Wiley2010New Jersey
4楊振甫(Kevin Yang)/ 黃則佳 (Joyce Huang)、黃則佳打開服務設計的秘密(Service Design Tools and Methods)財團法人台灣創意設計中心(Taiwan Design Center, TDC)2011台北(Taipei)9789868281721

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
12021/02/21~2021/02/27知識經濟與科技創新(Knowledge Economy and Technology Innovation)
22021/02/28~2021/03/06No class
32021/03/07~2021/03/13服務的科學及服務創新模式(Service science and service innovation model)
42021/03/14~2021/03/20創新的本質與方法(The essence and method of innovation)
52021/03/21~2021/03/27資訊科技帶動的服務創新(Information technology-driven service innovation)
62021/03/28~2021/04/03顧客面的服務創新(Customer service innovation)
72021/04/04~2021/04/10No class
82021/04/11~2021/04/17產品面的服務創新(Product service innovation)
92021/04/18~2021/04/24期中報告(Midterm report)
102021/04/25~2021/05/01服務品質的評估(Service quality assessment)
112021/05/02~2021/05/08服務知識的管理與應用(Management and application of service knowledge)
122021/05/09~2021/05/15Web services及服務創新的技術(Web services and Service Innovation Technology)
132021/05/16~2021/05/22服務流程的分析與改造(Analysis and transformation of service processes)
142021/05/23~2021/05/29服務創新的方法(Service innovation approach)
152021/05/30~2021/06/05服務創新的限制及未來創新方向(Research on service innovation and future innovation direction)
162021/06/06~2021/06/12服務創新的研究(Research on service innovation)
172021/06/13~2021/06/19案例討論(Case Study)
182021/06/20~2021/06/26期末報告(Final Report)

課業討論時間 Office hours

         時段1 Time period 1:
時間 Time:星期一17:00-18:00
地點 Office/Laboratory:管1018 (CM1018)
時段2 Time period 2:
時間 Time:星期五17:00-18:00
地點 Office/Laboratory:管1018 (CM1018)

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.
課外閱讀 Outside reading.
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.培養宏觀國際視野 3. Global perspective.            
4.培養邏輯思考與問題解決能力 4. Capabilities to solve IT-related problems.           
5.培養處理公共事務問題之專業技能 5. Professional knowledge of information technology.           
※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

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