|
週次 |
日期 |
單元主題 |
|
第1週 |
2/18 |
Part 1: Understanding Services
1. The Service Economy |
|
第2週 |
2/25 |
2. Service Strategy |
|
第3週 |
3/04 |
Part 2: Designing the Service Enterprise
3. New Service Development |
|
第4週 |
3/11 |
4. The Service Encounter |
|
第5週 |
3/18 |
5. Supporting Facility and Process Flows |
|
第6週 |
3/25 |
6. Service Quality |
|
第7週 |
4/01 |
7. Process Improvement |
|
第8週 |
4/08 |
8. Service Facility Location |
|
第9週 |
4/15 |
Part 3: Managing Service Operations
9. Service Supply Relationships |
|
第10週 |
4/22 |
10. Globalization of Services |
|
第11週 |
4/29 |
11. Managing Capacity and Demand |
|
第12週 |
5/06 |
12. Managing Waiting Lines |
|
第13週 |
5/13 |
13. Capacity Planning and Queuing Models |
|
第14週 |
5/20 |
Part 4: Quantitative Models for Service Management
14. Forecasting Demand for Services |
|
第15週 |
5/27 |
15. Managing Service Inventory |
|
第16週 |
6/03 |
16. Managing Service Projects |
|
第17週 |
6/10 |
Final Exam |