Panellists at the recent Institute of Service Excellence at SMU panel discussion said that technology allows us to identify the outliers who have exceptional needs at an early stage. Technology is not solely about computers and automation though. SMU Behavioural Sciences Institute Director Professor David Chan suggested that technology can be defined more broadly, illustrating his point with the example of pre-fabrication in construction. "It's about the technology of work. That means you're talking about the operation management – the whole value chain," he said.