服務設計管理師 Service Design Administrator｜證書培訓課程 Certification Training Course

好評不斷！本課程透過多次公開班與企業包班，已成功輔導超過30位學員，掌握服務設計核心方法，實戰應用廣受好評！第3屆公開班正式開放報名，別錯過這次學習機會喔！

服務設計（Service Design）被視為成功創造顧客體驗價值的重要關鍵，因此由全球領導品牌「SGS管理學院」和「輔仁大學管理學院服務設計研究中心」二大專業訓練機構，共同發展的培訓課程，培養學員具備「服務設計管理師」的知能，達到與專案團隊及服務設計師合作共創的能力。

Highly Acclaimed! Through multiple public and corporate classes, this course has successfully trained over 30 participants to master core service design methodologies and apply them in real-world settings with excellent feedback! The 3rd public session is now open for registration—don’t miss this opportunity!

Service Design is widely recognized as a key to creating valuable customer experiences. Co-developed by two prestigious training institutions—SGS Academy and Service Design Research Center of Fu Jen Catholic University’s College of Management—this program aims to equip participants with the skills of a Service Design Administrator, fostering the ability to co-create with project teams and service designers.

▎ 課程亮點 Course Highlights

• 以顧客為中心，解鎖服務設計的核心價值
企業經營思維從產品為中心轉為顧客為中心！掌握服務設計思維與工具，創造顧客體驗價值與市場競爭優勢 。

• 全局視角掌握服務系統，打造卓越顧客體驗
以宏觀視角分析各利益關係人需求、痛點，整合多個接觸點的互動體驗，落實以人為本的設計核心，共創價值體驗。

• 落實完善監控與優化機制，確保服務品質
服務的遞送與持續優化是服務執行的最後一哩路，藉由一套完善的監控與量測的機制，確保服務品質的一致性與穩定度。

• 經理人必修！將服務設計轉化為企業競爭優勢
建議企業經理人或主管深入理解服務設計邏輯與工具，提升跨部門溝通能力，協助將公司策略或政策轉化為服務，創造優質顧客體驗。

• Customer-Centric Mindset: Unlock Core Service Design Values
Shift from product-centric to customer-centric thinking! Master the mindset and tools of service design to create outstanding customer experiences and market competitiveness.

• Holistic View of Service Systems: Deliver Exceptional Experiences
Analyze the needs and pain points of all stakeholders, integrate interactions across multiple touchpoints, and implement human-centered design principles for value co-creation.

• Implement Monitoring & Optimization Mechanisms: Ensure Service Quality
A robust set of monitoring and measurement mechanisms will ensure service delivery consistency and quality over time.

• Essential for Managers: Turn Design into a Competitive Edge
Ideal for business managers and supervisors to understand service design logic and tools, enhancing cross-department communication and turning strategies into service-driven customer value.

▎ 課程目標 Course Objectives

• 人本思維Ｘ服務設計
識別「服務設計」的核心理念和方法，運用「以使用者為中心」的設計思維。

• 系統性分析Ｘ定義痛點期望
系統性解析顧客行為與心理，進而定義服務中存在的痛點和顧客的期望。

• 服務設計工具Ｘ制定行動解方
熟練運用服務設計工具（如人物誌、同理心地圖、顧客旅程地圖、服務藍圖、價值主張地圖…等），發散與收斂創意思考的結果，制定具體的行動解方，創造高價值的顧客體驗。

• 服務管理Ｘ識別彌平缺口
運用服務管理的工具（Kano Model、PZB缺口模型），系統性分類與管理服務，識別並彌平服務缺口。

• 服務品質衡量Ｘ找出影響因素
學習服務品質衡量工具，全流程服務稽核，精準找出影響服務品質的關鍵因素，與設計團隊高效溝通，制定長效的預防與優化策略。

• Human-Centered Thinking × Service Design
Understand the core concepts and methods of service design, and apply user-centered design thinking.

• Systematic Analysis × Identifying Pain Points
Analyze customer behavior and psychology to define pain points and expectations in service delivery.

• Service Design Tools × Actionable Solutions
Gain hands-on experience using tools like Personas, Empathy Maps, Customer Journey Maps, Service Blueprints, and Value Proposition Canvases to generate and refine creative ideas into practical solutions.

• Service Management × Bridging Gaps
Apply tools like the Kano Model and PZB Gap Model to systematically manage and identify service delivery gaps.

• Service Quality Measurement × Key Impact Factors
Learn how to measure service quality and conduct full-process audits to pinpoint key factors affecting service quality. Collaborate effectively with design teams to develop sustainable optimization strategies.

活動成果與學員反饋 See training results and student feedback：https://www.facebook.com/share/p/1FFKB2QG6b/

▎ 授課對象 Who Should Attend

• 企業主管、經理人：負責服務設計、使用者體驗（UX）、客戶體驗（CX）相關策略，或領導服務設計師與跨部門團隊。

• 服務設計與體驗優化相關從業者：包括服務設計師、UX/UI設計師、產品經理、商務發展、客服主管、營運管理者等，致力於提升使用者體驗與服務創新。

• 對服務設計之原理、應用有興趣，並希望取得證書者：無論是轉職、進修，或拓展專業能力，皆適合參與本課程。

• Business Executives & Managers
Those responsible for service design, UX or CX strategies, or managing service designers and cross-functional teams.

• Professionals in Service/Experience Design
Service designers, UX/UI designers, product managers, business developers, customer service leaders and operations managers.

• Anyone Interested in Service Design and Certification
Whether for career transition, upskilling or professional development, this course is suitable for you.

▎ 課程內容 Course Schedule

上課日期為5/16（五）、5/17（六）、5/25（日）、5/26（一）09:00~17:00

Dates:
May 16 (Fri), May 17 (Sat), May 25 (Sun), May 26 (Mon)
Time: 09:00~17:00

Day 1

・識別服務的特性與組成元素
・運用Kano Model，有系統的進行服務品質分類。
・運用PZB Model，找到服務品質缺口的根因及彌平的方法。
・識別流程管理的要點，提升作業效率。

• Identify service characteristics and elements
• Apply the Kano Model to classify service quality
• Use the PZB Model to find and close service quality gaps
• Understand key points in process management

Day 2

・認識雙鑽石模型，了解服務設計的價值與邏輯。
・運用人物誌，分析目標客群與特徵。
・運用同理心地圖，從多面向觀察顧客，找出核心痛點與需求。
・運用顧客旅程地圖，找出接觸點、服務缺口與機會點。

• Understand the Double Diamond model and service design logic
• Use Personas to analyze target customer traits
• Apply Empathy Maps to uncover core needs
• Use Customer Journey Maps to identify touchpoints, gaps and opportunities

Day 3

・運用服務藍圖，找出前／後場服務的失誤點與等待點。
・運用心智圖法、親和圖法，進行創意發想及視覺化收斂。
・運用價值主張地圖，驗證設計是否符合需求，並產出具體的行動方案。

• Use Service Blueprints to identify frontstage/backstage issues
• Apply Mind Mapping and Affinity Diagramming for ideation and visualization
• Use Value Proposition Canvas to verify solutions and develop concrete actions

Day 4

・運用服務工具，進行服務標準書的建制。
・運用稽核工具與方法，學習現場及流程稽核的技巧。
・筆試測驗

• Apply service tools to develop service standards
• Learn audit tools and techniques for on-site and process audits
• Final exam

課程期間請勿遲到、早退或缺課，若發生缺課超過半天（含半天）以上，將無法參與考試。

Note: Full attendance is required. Missing more than half a day will disqualify the participant from taking the final exam.

▎ 證書與上課證明 Certification & Attendance Proof

• 成功修業證書：全程參加課程並通過考試者，由兩個開課單位分別核發「服務設計管理師」成功修業證書，模板如下圖。

• Certificate of Completion
Awarded to participants who attend all sessions and pass the final exam. Issued by both organizing institutions.

• 上課證明：全程參加課程但未通過考試者，由兩個開課單位分別核發「服務設計管理師」上課證明，模板如下圖。

• Certificate of Attendance
Awarded to those who attend all sessions but do not pass the exam. Can be upgraded upon passing a makeup test.

註 1：課程Day 4通過筆試測驗者，核發「成功修業證書」，不另提供上課證明。未通過者，將核發「上課證明」，並於補考通過後核發「成功修業證書」。

註 2：補考期限為收到補考通知後1年內，補考費用NT$1,500／次。

Participants who pass the Day 4 exam will receive a Certificate of Completion only. Those who do not pass will receive a Certificate of Attendance and may retake the exam within 1 year for a fee of NT$1,500 per attempt.

▎ 課程費用 Fee

單人一般價：NT$25,000
雙人同行 優惠價：NT$39,600（每人NT$19,800）

• Standard Price (1 person): NT$25,000
• Discount Price (2 people): NT$39,600 (NT$19,800 per person)

報名 To apply：https://www.accupass.com/eflow/ticket/2503100511229164176420

▎ 授課講師 Instructors

蕭壬惠 Smily Hsiao

SGS 管理學院 資深專業講師
SGS 服務產品經理
SGS 服務及訓練類驗證主導稽核員

Senior Lecturer, SGS Academy
Service Product Manager, SGS
Lead Auditor for Service & Training Certifications, SGS

顧宜錚 Yi-Cheng Ku

台灣服務科學學會理事
輔仁大學管理學院服務設計研究中心 主任
輔仁大學管理學院企業管理學系 主任

Director, Service Design Research Center, Fu Jen Catholic University
Department Head, Business Administration, Fu Jen Catholic University
Board Member, Taiwan Service Science Society

▎ 取消報名之退費標準 Refund Policy

• 開課前3個工作日（含）以前取消或延課：扣除報名費15%的行政作業費，無息退還剩餘費用。

• 開課前1~2個工作日取消或延課：扣除報名費30%的行政作業費，無息退還剩餘費用。

• 開課日當天或之後取消：恕不退費，除不可抗力之因素（不包括公司差勤調派），並有提供不可抗力之因素證明後，扣除報名費50%的行政作業費，無息退還剩餘費用。

• 退費方式：將在15個工作天內，以轉帳退款的方式，依上述退費標準無息退還剩餘費用。

• Cancel/postpone ≥ 3 working days before class: 15% admin fee deducted; remainder refunded (interest-free)
• Cancel/postpone 1–2 working days before class: 30% admin fee deducted
• Cancel on the day or after class begins: No refund unless due to force majeure (with documentation), in which case a 50% admin fee is deducted
• Refunds processed via bank transfer within 15 working days