南台課程大綱
學年度 99學年第一學期 系所 工管所
課程名稱 服務品質管理 班級 碩研工管一甲,碩研工管二甲
授課教師 廖顯宗 點 閱 次 數 122
選修
選修
課程概述
This course emphasizes the philosophy, strategy and style of management that service organizations can use to gain competitive advantage. The focus is on service management, customer satisfaction and developing service/quality solutions for service-providers.
課程目標
1. Knowledge.
The student will be able to develop an understanding of the concepts, principles, problems, and practices of successful service quality management.
2. Skill.
The student will be able to identify and apply appropriate management processes to ensure efficient, effective, and quality oriented service operations, while achieving operational excellence.
3. Behavioral.
The student will be able to understand the basic theory and precepts of the service management process. These concepts include the service management approach to building quality and competitive advantage.
4. Additional Skills
The student will be provided an opportunity to analyze service businesses and enhanced their written and oral communication skills.
課程大綱
1. 了解服務
2. 設計服務企業
3. 管理服務行動
英文大綱
1. Understanding Services
(1). The Role of Services in an Economy
(2). The Nature of Services
(3). Service Strategy
2. Designing the Service Enterprise
(1). New Service Development
(2). The Service Encounter
(3). Service Quality
(4). The Supporting Facility and Process Flow
(5). Process Improvement
(6). The Service Encounter
(7). Service Facility Location
3. Managing Service Operations
(1). Managing Supply and Demand
(2). Managing Waiting Lines
(3). Managing Service Supply Relationships
(4). Globalization of Services
(5). Managing Service Projects
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