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Service Support Technologies

INTRODUCTION

The Service Support Technology module looks at the technologies available to both deliver and support services. It considers how you manage effectively these technologies for the benefit of the organisation and draws on several examples and case studies of service support technology to give context to the theory.

OBJECTIVES

On completion, successful participants will be able to:

  • Demonstrate awareness of the role of technology in delivering and supporting service

  • Recognise the distinction between various classifications of service technologies and apply that knowledge to different business situations

  • Understand and systematically apply appropriate tools and techniques for developing, managing and evaluating service support technologies to enable excellent service provision

  • Demonstrate an understanding of the psychological, practical and commercial aspects of decision-making for service support technologies

  • Comprehensively understand similarities and differences across a wide range of sectors in their adoption and use of service support technology

  • Critically analyse the role of technology in service and, where appropriate, advise on improvements

  • Consider the wider impact of technology decisions

On completion, successful participants will be able to:

  • Demonstrate awareness of the role of technology in delivering and supporting service
  • Recognise the distinction between various classifications of service technologies and apply that knowledge to different business situations
  • Understand and systematically apply appropriate tools and techniques for developing, managing and evaluating service support technologies to enable excellent service provision
  • Demonstrate an understanding of the psychological, practical and commercial aspects of decision-making for service support technologies
  • Comprehensively understand similarities and differences across a wide range of sectors in their adoption and use of service support technology
  • Critically analyse the role of technology in service and, where appropriate, advise on improvements
  • Consider the wider impact of technology decisions

CONTENT:

Theory, tools & techniques associated with technology

– Definitions and classifications of service technologies

– Emerging & seed technologies for service applications

– Decision making & technology strategy

– Frameworks, tools and behaviours for managing technology

– Technology road mapping

– Impact of technology

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

– Predictive technology

– Interaction design

– Social networking, clouds & crowds

– The Internet of Things

– Next generation ERP

Various case studies will be investigated including appropriate technology, transport, medical and energy sector examples.

Simulation

DURATION:

5 days

METHOD OF ASSESSMENT:

In module case study (20%) and individual post module assignment (80%)