課程資訊
課程名稱
 服務創新與全面品質管理
SEVICE INNOVATION AND TOTAL QUALITY MANAGEMENT 
開課學期
 96-2 
授課對象
 工學院  工業工程學研究所  
授課教師
 王銘宗 
課號
 IE7010 
課程識別碼
 546 M3010 
班次
  
學分
 3 
全/半年
 半年 
必/選修
 選修 
上課時間
 星期三9,A,B(16:30~20:10) 
上課地點
 國青101 
備註
 合開教師：陳啟明、李旭華
限碩士班以上
總人數上限：40人 
Ceiba 課程網頁
 http://ceiba.ntu.edu.tw/962w01 
課程簡介影片
 
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課程概述

In the advent of 21st century, service innovation and total quality management get increasing awareness in no matter public sectors or private companies. Services touch the lives of every person: food services, communication services, emergencies services and etc, and total quality management (TQM) is a hot topic in business and academic circles. Business managers and academicians are fervently trying to figure out what it is and utilize it in any settings. Reading journal papers and books, doing presentations, and reading Internet materials are the core of this course. The instructor will serve as a mentor, a facilitator, and an advisor. Students and class interactions have to play the major role in this course.  

課程目標
 This course is addressed to those graduate students who wish to understand service innovation and total quality management. The basics and related theories of service innovation and TQM will be absorbed through reading journal papers and books.  
課程要求
  
預期每週課後學習時數
  
Office Hours
  
指定閱讀
  
參考書目
 1) Book: Total Quality Management toward the
emerging paradigm, by Greg Bounds, Lyle Yorks, Mel Adams,
Gipsie Ranney, 1994, McGRAW-HILL
2) Book: Service Management, by James A.
Fitzsimmons, Mona J. Fitzsimmons, 2001, McGRAW-HILL
3) Journal: Technovation, ISBN:0166-4972
4) Journal: TQM & Business Excellence, ISBN: 1478-
3371
5) Journal: Journal of Technology Management, ISBN:
0267-5730
6) Journal: European Journal of Operational
Research, ISBN: 0377-2217
7) Journal: Advanced in Services Marketing and
Management, ISSN: 1067-5671
8) Journal: International Journal of Service
Industry Management, ISSN: 0956-4233
9) Journal: Journal of Product Innovation
Management, ISSN: 0737-6782
10) Internet:
http://en.wikipedia.org/wiki/Service_innovation
11) Internet: http://www.isixsigma.com/me/tqm/
 
評量方式
(僅供參考)
    
課程進度
週次
日期
單元主題
Week 1
 2/20  Introduction 
Week 2
 2/27  Part I: Service Innovation and Management
1) Understanding Services: the role of services in an economy, the nature of services, service quality, service strategy 
Week 3
 3/05  2) Designing the service enterprise: new service development and process design, the supporting facility, service facility location, the service encounter, internet service 
Week 4
 3/12  3) Managing service operations: forecasting demand for services, managing waiting line, queuing models and capacity planning, managing capacity and demand, managing facilitating goods, service supply chain management, managing service projects, linear programming applications in services 
Week 5
 3/19  4) Toward world-class service: Productivity and quality improvement, growth and expansion 
Week 6
 3/26  Part II: Total Quality Management
1) Global competitiveness and the emerging paradigm 
Week 7
 4/02  2) TQM and the foundation of the emerging paradigm 
Week 8
 4/09  3) Organizational culture and paradigm shift 
Week 9
 4/16  Mid-term exam 
Week 10
 4/23  4) Management role responsibilities 
Week 11
 4/30  5) Concepts of customer value 
Week 12
 5/07  6) Strategic management and the emerging paradigm 
Week 13
 5/14  7) Measuring customer value 
Week 14
 5/21  8) Organizing to improve system 
Week 15
 5/28  9) Variation: interpreting its meaning 
Week 16
 6/04  10) Variation: understanding causes
11) Strategic linkage of operations through employee
12) Cultural change and organizational learning 
Week 17
 6/11  Final-term Exam