A Service-Based Measurement Model for Determining Disruptive Workforce Training Technology Value

Abstract

Are the training outcomes of innovative technologies worth their investment cost? How can managers determine a company's valuable profits resulting from employing virtual, mixed, and augmented reality tools? This chapter presents metrics for evaluating information technologies' operations and business value relative to their service contributions in support of worker task efficacy and efficiency, reduced operations downtime due to training, and other benefits. The authors provide sample calculations that can help managers and researchers better explain the service-dominant logic-defined affordances of these innovative tools and their expected benefits in supporting corporate strategy, organizational performance measures, and operational performance in manufacturing knowledge production. Finally, the authors provide extended reality-supported worker training examples to model these calculations to determine the value of innovative technology assets for training and workplace performance improvements.