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 |
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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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核心能力關聯 |
核心能力與課程規劃關聯圖 |
課程大綱
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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 |
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預期每週課後學習時數 |
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Office Hours |
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指定閱讀 |
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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/
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評量方式 (僅供參考) |
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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 |
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