Numbering Code		Year/Term	2022 ・ Second semester
Number of Credits	2	Course Type
Target Year		Target Student
Language	English	Day/Period	Fri.5
Instructor name	TAKENAKA TAKESHI (Graduate School of Management Visiting Associate Professor) HARA YOSHINORI (Graduate School of Management Professor)
Outline and Purpose of the Course	The purpose of this lecture course is to learn the capability of digital technologies such as sensors, IoT, AI or Robotics for the innovation of service and manufacturing industries. Participants consider various aspects of value of services for customers, employees, managers and society with evaluation indicators and learn how technologies could enhance service systems in a comprehensive manner. In this lecture, participants also discuss how human experiences in services are augmented by technologies with some case studies such as restaurants, hotel or healthcare industries. In the groupworks, participants share their ideas and problems to be solved with others.
Course Goals	To learn basic strategies of introducing technologies to service industries and understand evaluation indicators to assess various aspects of value of services. Participants also learn how digital data can be used for the service design by utilizing AI. In the final report, participants propose a new service model which could enhance human experiences and productivity by utilizing digital technologies and data.
Schedule and Contents	1. Problem structure of service industries: labor shortage, low productivity, lifestyle, workstyle, impact of COVID-19 on industries 2. Value of services and evaluation indicators: customer satisfaction, employee satisfaction, management indicators 3. Group work1: challenges and problem structure you want to solve in a certain service industry: value for employee, customer and management 4. Technologies for services 1: sensing technologies, IoT 5. Technologies for services 2: AI and big data analysis 6. Technologies for services 3: Methods and case studies on big data analysis 7. Technologies for services 4: Robotics, chatbots, ICT, case of hospitality industry 8. Guest speaker 1 (from industry): Case of excellent services which utilize digital technologies and data 9. Excellent cases of utilizing digital technologies in some industries 10. Guest speaker 2 (from academia): Service design and social acceptance for technologies 11. Groupwork 2: Utilization of digital technologies and data acquired through services 12. Groupwork 3: (continue) presentation and discussion 13. Service design in COVID-19 pandemic era: recent trends and discussion 14. Discussion for the final report: Ideas of utilizing technologies for the innovation of service systems 15. Summary of the lecture and discussions for final report
Evaluation Methods and Policy	Students are required to participate in more than two-thirds (11 or more) classes and submit the end-term report. Evaluation will be done as follows; attendance and participation for group work - 50%, end-term report - 50%.
Course Requirements	None
Study outside of Class (preparation and review)	It is desirable to collect facts and data of existing services for group work outside of class
Textbooks	Textbooks/References	No text book is requreid.
References, etc.	I will introduce some books or papers during class.