Abstract
As rapid changes in ICT drive organisations to create new products and services, to lower costs, and revise business operations, the need for businesses to respond in a managed way whilst sustaining current operations is placing increasing demands on the Organisational Change Management (OCM) capacities and capabilities within organisations. Businesses require a consolidated approach to OCM that enables them to be responsive, flexible, and adaptive. Businesses need to maintain profitability while being able to respond fast enough. Managing the risks of business transformation while assuring both current and future services is also required. It is the actions of individuals that form an emergent behaviour and environment for knowledge worker services automation through which transformation occurs. This chapter provides a consolidated approach to Organisational Change Management in response to rapid changes in ICT like artificial intelligence.
assure the transformation
assure operations
assure the service
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
Unhelkar, B. (2018). Big Data Strategies for Agile Business. CRC Press London 505pp.
- 2.
Hiatt J. M. (2006). ADKAR: A model for Change in Business, Government and our Community. Prosci Research Colorado 146pp.
- 3.
Sherringham, K. (2011). The Impetus and Catalytic Role of Green ICT for Business Benefit. International Journal of Green Computing 2(1), pp. 27–37.
- 4.
https://www.prosci.com/ last viewed Aug-2019.
- 5.
Blacker, K. and McConnell, P. (2015). People Risk Management A Practical Approach to Managing the Human Factors that Could Harm your Business. Kogan Page London 305pp.
- 6.
ROI is return on investment and ROE is return on equity for investments made.
- 7.
IEEE (2015). “Lessons from a Decade of IT Failures”, Institute of Electrical and Electronics Engineers, Piscataway, NJ (https://spectrum.ieee.org/static/lessons-from-a-decade-of-it-failures last viewed Aug-2019).
- 8.
Sherringham, K., and Unhelkar, B. (2016). “Service Management in Big Data”, Proceedings of the System Design and Process Science (SDPS2016) conference, 4–6 Dec., 2016, Orlando, FL, USA.
Author information
Authors and Affiliations
Rights and permissions
Copyright information
© 2020 The Author(s)
About this chapter
Cite this chapter
Sherringham, K., Unhelkar, B. (2020). Operational Transformation 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_9
Download citation
DOI: https://doi.org/10.1007/978-981-15-1224-7_9
Published:
Publisher Name: Palgrave Macmillan, Singapore
Print ISBN: 978-981-15-1223-0
Online ISBN: 978-981-15-1224-7
eBook Packages: Business and ManagementBusiness and Management (R0)