Prior to beginning work on this discussion forum,
Read sections 5.0-5.3 in Chapter 5 of the required textbook, Operations and Supply Chain Management.
Watch The Transformation Age: Surviving a Technology Revolution with Robert X. Cringely.
Consumers provide a lot of free information via technology in the form of blogs, discussion groups, website product reviews, webpage clicks, and so on. Companies can leverage this information by carefully monitoring comments about their products, as well as their competitors products.
Explain the influence of technology on the five elements of a service-delivery system (e.g., the voice of the customer, etc.).