Technology-enabled Service System Design

The service industry has undergone tremendous changes in the midst of evolving business models, consumer demographic shifts, and technological advancements. Consequently, service-centric organisations need to examine and redesign their service processes and delivery system to engage in business innovation. This course takes a service system perspective to analyse service process inefficiencies and to design technology-enabled service innovations. It provides participants with a new understanding of the service industry, services, customer experience management, and introduces the concept of a service system. Participants are taught the process chain network (PCN) method, a new service design technique to perform a service process audit of the organisation's service processes. An emphasis will be placed on leveraging emerging technologies such as Artificial Intelligence (AI), Internet of Things (IoT), autonomous devices, etc to deliver valued-added, omni-channel services to consumers and organisations in the digital economy.

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