Online activity 10.1

Overview

This chapter is about socio-technical systems – employees and technology.  This activity gets you to compare two operations in which it is possible for you be served by a machine (high tech) or by an employee (high touch).

Activity Description

First of all visit your bank.  Spend a few minutes observing what your fellow customers are doing.  Consider:

• What transactions are being performed by technology?  Is their anything distinctive about the customers using this technology (age, gender, or whatever)?  How long do they spend in the bank?
• What transactions involve interaction with a bank employee? Is their anything distinctive about the customers seeking this service (age, gender, or whatever)?  How long do they spend in the bank?

Second visit your local supermarket.  Spend a few minutes observing what your fellow customers are doing.  Consider:

• Who is using the self-service check out?  Is there anything distinctive about the customers using this technology (age, gender, or whatever)?  How many items do they have? How long do they spend checking out?
• Who is using the regular check out? Is their anything distinctive about the customers seeking this service (age, gender, or whatever)?  How many items do they have? How long do they spend checking out?