Abstract
The technology transformation of knowledge worker services sees increasing automation of routine operations with less knowledge workers involved in direct operations (“Run the Business”) and with revised skill sets, but also with more knowledge workers involved in managing the business (“Change the Business”) requiring different skill sets. Both in “Run the Business” and “Change the Business”, knowledge workers require higher skill sets than in current routine operations. Making this transition requires capacity and capability building, including both skilling (ability to do) and training (how to do) for existing staff and new hires. Big Data, analytics, real-time decision-making using artificial intelligence, and machine learning form Analytics as a Service (AaaS) that is not only transforming the roles of knowledge workers but is part of the capacity and capability building for knowledge worker transformations and is reviewed in this chapter.
in best interest of a business and its people
to train so we know how and
to skill so we can
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List is illustrative summary roles only. Shared service functions like Facilities Management are not included. Differences between management of the function and conducting the function are not considered. Role details and differentiation are excluded, for example, Developers of web versus java or Network Engineer of firewall management versus network administrators.
- 9.
Regulatory issues are of concern in such alliances.
- 10.
Strategic risks are the risks associated with the strategy for a business as well as those shaping the strategy. Strategic risks are often “slow-burn issues” that are not of sufficient impact operationally but are expected to impact on a longer time scale.
- 11.
For many businesses, changes in the environment (e.g. floods or droughts) are seen in markets and/or customers. For many agricultural businesses, the environment is also a direct driver of their business as well as the environment impacting through customers and/or markets.
- 12.
Skilling would mainly be done in-house as part of the change management of the project.
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Sherringham, K., Unhelkar, B. (2020). Training and Skilling Within Knowledge Worker Services. In: Crafting and Shaping Knowledge Worker Services in the Information Economy. Palgrave Macmillan, Singapore. https://doi.org/10.1007/978-981-15-1224-7_8
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DOI: https://doi.org/10.1007/978-981-15-1224-7_8
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