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Service Support Technologies

INTRODUCTION

Service organisations today are becoming increasingly reliant on technologies to provide competitive advantage either by embedding these technologies in the services they offer or by enabling the organisation to become more efficient.

This module explores how current and emerging technologies are identified, selected and adopted by service organisations, and examines how to make decisions that will have a positive impact from a wider stakeholder perspective.

This module aims to equip learners with the requisite knowledge and skills required to identify, select and manage technologies to support service businesses and organisations, and also those organisations looking to servitise their business.

OBJECTIVES

Upon successful completion participants will be able to:

  • Examine and consider the interaction of the psychological, practical and commercial aspects of decision-making for service support technologies across a wide range of sectors
  • Critically analyse the role of technology in service and evaluate the wider impact of associated technology decisions
  • Demonstrate awareness of current and emerging technologies and the role of technology in delivering and supporting service businesses
  • Systematically select and apply appropriate knowledge, tools and techniques to develop, manage and evaluate service support technologies to enable excellent service provision

SYLLABUS:

Theory, tools & techniques associated with technology, including

– Definitions and classifications of service technologies

– Decision making considerations & technology strategy development

– Frameworks, tools and behaviours for managing technologies

– Technology road mapping

– Impact of technology

In-depth look at some important emerging technologies for service organisations including:

– Big Data & Predictive technology

– Clouds computing

– Crowd sourcing

– The Internet of Things

– AR/VR/MR

– Artificial Intelligence

– CyberSecurity

– Mobile Apps

Various case studies will be explored to look at technology in practice. Two case studies will be used in the module, to embed the learning . In addition, speakers from industry and business will demonstrate the application of technologies to enable or improve services. These may include appropriate technology, tele-healthcare; low carbon energy; financial technologies.

DURATION:

I week, including:

  • 22 hours of lectures,
  • 14 hours tutorials

ASSESSMENT:

  • In module case study (25% weighting),
  • multiple choice quiz (5%weighting) and
  • individual post module assignment (70% weighting, 3,000 words)