Concentrations in Service Science

Declaration: Service Innovation & Design

1. Description:
A. The Essence for Service Science:
- Offer important fundamental knowledge about customer-centered service design and innovation
- Provide tools and opportunities to engage with real-world phenomenon and business practices

B. Key concepts and capabilities delivered

- Methods and tools for user research and service design
- Entrepreneurship requirement and challenges
- Logical thinking and idea generation

C. Learning goals
- Be able to design customer-centered services
- Gain experience implementing new ideas in a real business context

D. Potentials for academic and industry careers

Courses in this module will prepare the students for pursuing careers as user researchers, service
designer, project managers, or entrepreneurs. Students are encouraged to take another module to
strengthen their abilities.

2. Preparation (guidelines for students who intend to take this module)

Students shall take service innovation before more advanced courses such as designing for
services and implementation of technology commercialization".

3. Constituent Courses
Course

Business
transformation and
value creation

Designing for
services

Objectives
- Learn methodology for
technology and business
management
- Learn methodology for
critical thinking
- Apply these methods into
different real business
projects
- Revise methodology and
develop tools for its
application

Outline
- Methodology introduction
- Tool development
- Text mining/ Meeting analytics
- In-market research
- Methodology management

- Learn different theories,

tools, and methods for service
design
- Apply learned knowledge
into a real-world project

- Nature of service
- Service design concepts and tools
- Service value propositions and business model
- case study and service fields visits
- Project presentation

Tools: Logical thinking, Brainstorming, database

searching

Prerequisites:
Service Innovation

Implementation of
Technology
commercialization

- Learn knowledge and skills

of technology
commercialization
- Implement technology
commercialization via a team
project

- Understand IT service
Industry nature and trend
- IT service standards
- IT Service design, delivery
and management

- IT Service quality

- Customer service center

IT Service
management
Prerequisites:
Management Information
systems
- Learn to apply startup
approach in solving social
problems

Social entrepreneur - Testing social enterprise

idea in a small scale
environment

User Experience
Research (NCTU)

- Learn various methods for

user experience research
- Apply methods learned into
a project

- Theory about different business functions

required for entrepreneurship
- Financial planning
- Entrepreneur speech
- Project presentation and exhibition
- IT outsourcing and IT service industry trend
- IT governance
- ITIL and other IT service standards
- IT service quality (frameworks and measures)
- Customer service center
Course materials: cases, videos, journal papers,
guest speakers

- Human Centered Design

- Garameen Bank: Cases
- Social Venture and NPO fund raising
- Business Models for Triple Bottomline
- Measuring Social Impact
- Examples of Social Enterprise
- Introduce the experience of product and service
- User experience research methods
- Brainstorming and context inquiry
- Context mapping
- Project and case study