Technology continues to play a huge role in streamlining operations management. For example, Kodak has a freestanding kiosk where technology and customer labor join to create an output. In this example, you put in your digital camera memory card, choose the finish, quantity, and size of your hard copy pictures, and then print.

Airline check-in kiosks, automatic teller machines, online banking, and firms like eBay, Facebook, Twitter, Zillow, and Zappos are also excellent examples where self-service and technology merge to deliver a product, and they are good to use cases for this discussion.

Describe a situation where self-service and technology help create and deliver a customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake, or service upset.

References

Collier, D. A, & Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.

• Chapter 2: Measuring Performance in Operations and Value Chains
  • Sections 2.0-2.2
• Chapter 4: Technology and Operations Management
  • Sections 4.0-4.4

Johnson, S. B. (1997). Three approaches to big technology: Operations research, systems engineering, and project management(Links to an external site.). Technology and Culture, 38(4), 891-919. https://doi.org/10.2307/3106953