13. Digitalization Toward Innovative Workplaces: Service Engineering Research in Japan

The chapter 'Digitalization Toward Innovative Workplaces: Service Engineering Research in Japan' delves into the transformative effects of digital technologies on service industries. It begins by discussing the global trend of digitalization and its potential to enhance productivity and work quality. The focus then shifts to Japan, where service sectors have traditionally lagged in productivity. The Ministry of Economy, Trade and Industry (METI) initiated a project to promote service engineering, emphasizing data-driven and participatory approaches. The chapter introduces two case studies: a mobile communication system in a care facility and a computer-supported quality control circle in a restaurant. These cases demonstrate how technology can be integrated with work practices to drive innovation and improve work conditions. The chapter concludes by summarizing six key principles for successful digitalization, highlighting the importance of co-development with stakeholders, management commitment, and human-centric approaches. These principles offer valuable insights for professionals seeking to leverage digital technologies in service workplaces.