Operational Transformation Within Knowledge Worker Services

  • Keith Sherringham
  • Bhuvan Unhelkar


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.

Copyright information

© The Author(s) 2020

Authors and Affiliations

  • Keith Sherringham
    • 1
  • Bhuvan Unhelkar
    • 2
  1. 1.A.C.N. 629 733 633 Pty. Ltd.SydneyAustralia
  2. 2.College of BusinessUniversity of South Florida Sarasota–MSarasotaUSA

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