科技化服務創新 (2010)
Professor: 李有仁/苑守慈
Class Hours: 7:00pm-9:00pm Friday
Aims
In the era of service/experience economy, the role of information technologies has been extended
from automating processes, producing high quality and reliable product, to enabling innovative
services. The focus of this course is on leveraging the capabilities of information technologies in
designing and managing innovated service enterprises that are composed of people, technologies,
methods/models and organizations.
Approach:
The course will be taught through a combination of lectures, group discussion, class case
participation & discussion, and group projects. The roles of students include: (1) Read cases and
describe the issues, perceptions, and possible courses of action. (2) Actively participate in the
discussion. (3) Review literature relevant to the case. (4) Continually evaluate the proposed
solutions and reflect on what is learned and what needs to be learned. (5) Work collaboratively
with peers. (6) Well engage generative activities as the written & oral presentations on the group
project.
Subject outline
Meeting Date
Professor
Topic (2 hours each session)
1
2/26
李有仁/苑守慈
Introduction
2
3/12
李有仁
(1) Business models & ICT leverage
(2) HBS Case
3
3/26
李有仁
(1) Service technology & business innovation
(2) HBS Case
4
4/16
李有仁
(1) ICT-enabled service innovation and value creation
(2) HBS Case / Speaker
5
4/23
李有仁
Your
turn:
Service
innovations
utilizing
(Group-based oral proposal competition)
6
5/7
苑守慈
(1) Service Design & Innovation
ICT
services
(2) Introduction of the project’ requirements
7
5/21
苑守慈
(1) Managing customer variability & operational efficiency
HBS Case: Zipcar: Influencing Customer Behavior
(2) Project Review
8
6/11
苑守慈
(1)Designing sustainable service model for operational fit
HBS Case: Innovation at Progressive (A): Pay-As-You-Go
Insurance
(2) Project Review
9
6/25
苑守慈
Project Final Presentations: Service design, innovation and
management (Group-based)
Grading Policy
%
Classroom case participation & discussion -------------------Group case project ------------------------------------------------Total
20% Meeting 6-8
30% Meeting 6-9
50%
References

From Products to Services: Insights and experience from companies which have embraced the
service economy, Laurie Young, Publisher: John Wiley & Sons (4 April 2008)

A set of articles (provided at the NCCU’s elearn platform)
Group project presentation:
A project of service design, innovation and management