課程大綱 Syllabus |
學生學習目標 Learning Objectives |
單元學習活動 Learning Activities |
學習成效評量 Evaluation |
備註 Notes |
序 No. | 單元主題 Unit topic |
內容綱要 Content summary |
1 | Understanding Services |
The Service Economy
本土個案1.1 |
了解服務經濟的重要性與服務本質 |
|
|
|
2 | Understanding Services |
Service Strategy |
服務策略的探討與應用 |
|
|
|
3 | Understanding Services |
Service Strategy
本土個案2.1 |
服務策略的探討與應用 |
|
|
|
4 | Designing the Service Enterprise |
New Service Development
本土個案3.2 |
了解新服務發展的過程與探用的方法 |
|
|
|
5 | Designing the Service Enterprise |
The Service Encounter
本土個案4.1 |
學習服務提供過程中與顧客互動和接觸的技巧 |
|
|
|
6 | Designing the Service Enterprise |
The Supporting Facility and Process Flows
本土個案5.1 |
了解環境設施與流程規劃對服務提供的重要性 |
|
|
|
7 | Designing the Service Enterprise |
Service Quality
本土個案6.2 |
了解服務品質的意涵 |
|
|
|
8 | Designing the Service Enterprise |
Service Facility Location |
了解服務設施位置的規劃對服務提供的重要性 |
|
|
|
9 | Designing the Service Enterprise |
Service Facility Location
本土個案7.1 |
了解服務設施位置的規劃對服務提供的重要性 |
|
|
|
10 | 期中考 |
期中考 |
服務管理與服務科學期中檢測 |
|
|
|
11 | Managing Service Operations |
Service Supply Relationships |
了解服務供應管理的過程 |
|
|
|
12 | Managing Service Operations |
Service Supply Relationships
本土個案8.1 |
了解服務供應管理的過程 |
|
|
|
13 | Managing Service Operations |
Globalization of Services |
了解服務全球化的重要性 |
|
|
|
14 | Managing Service Operations |
Managing Capacity and Demand |
了解服務的能量與需求管理 |
|
|
|
15 | Managing Service Operations |
Managing Capacity and Demand
本土個案10.1 |
了解服務的能量與需求管理 |
|
|
|
16 | Managing Service Operations |
Managing Waiting Lines |
學習應用策略解決等待線的問題 |
|
|
|
17 | Managing Service Operations |
Managing Waiting Lines
本土個案11.1 |
學習應用策略解決等待線的問題 |
|
|
|
18 | 期末考 |
期末考 |
服務管理與服務科學期末檢測 |
|
|
|