Automation of knowledge-based shared services and centers of expertise

Vipin K. Suri; Marianne D. Elia; Pavan Arora; Jos van Hillegersberg

doi:10.1007/978-3-030-15850-7_4

Automation of knowledge-based shared services and centers of expertise

Vipin K. Suri, Marianne D. Elia, Pavan Arora, Jos van Hillegersberg^*

^*Corresponding author for this work

Industrial Engineering & Business Information Systems

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

8 Citations (Scopus)

20 Downloads (Pure)

Abstract

Automation of Knowledge-Based services is the natural evolution of Robotic Process Automation (RPA), fueled by new technologies, often categorized as Cognitive Automation (CA). The purposes of this research are to (1) explore the Expertise Shared Services and Centers of Expertise functions where automation of knowledge-based processes is most suitable and (2) understand the value drivers and primary tactical challenges in adopting a strategy for automating Knowledge-Based expertise services. In addition to a literature review conducted, we conducted in-depth interviews with selected executives and experts. We developed case studies to better understand how Software Bots can be deployed for automating Knowledge-Based Expertise Services in organizations when they transition to automation of knowledge-driven processes. Results of our research indicate that the majority of executives and experts are aware of the need for automating Knowledge-Based Expertise Services but most remain unclear regarding its value or how to invest in adoption of this new trend.

Original language	English
Title of host publication	Digital Services and Platforms- Considerations for Sourcing
Subtitle of host publication	12th Global Sourcing Workshop 2018, Revised Selected Papers
Editors	Julia Kotlarsky, Ilan Oshri, Leslie Willcocks
Publisher	Springer
Pages	56-75
Number of pages	20
ISBN (Electronic)	978-3-030-15850-7
ISBN (Print)	978-3-030-15849-1
DOIs	https://doi.org/10.1007/978-3-030-15850-7_4
Publication status	Published - 7 Mar 2019
Event	12th International Global Sourcing Workshop 2018 - La Thuile, Italy Duration: 21 Feb 2018 → 24 Feb 2018 Conference number: 12

Publication series

Name	Lecture Notes in Business Information Processing
Volume	344
ISSN (Print)	1865-1348
ISSN (Electronic)	1865-1356

Conference

Conference	12th International Global Sourcing Workshop 2018
Country/Territory	Italy
City	La Thuile
Period	21/02/18 → 24/02/18

Keywords

Artificial Intelligence (AI)
Big data
Centers of Expertise (COE)
Cognitive Automation (CA)
Expertise Shared Services
Intelligent Automation (IA)
Intelligent Process Automation (IPA)
Knowledge process automation
Robotic Process Automation (RPA)
Software Bots
Unstructured data

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-15850-7_4

Cite this

Suri, V. K., Elia, M. D., Arora, P., & van Hillegersberg, J. (2019). Automation of knowledge-based shared services and centers of expertise. In J. Kotlarsky, I. Oshri, & L. Willcocks (Eds.), Digital Services and Platforms- Considerations for Sourcing: 12th Global Sourcing Workshop 2018, Revised Selected Papers (pp. 56-75). (Lecture Notes in Business Information Processing; Vol. 344). Springer. https://doi.org/10.1007/978-3-030-15850-7_4

Suri, Vipin K. ; Elia, Marianne D. ; Arora, Pavan et al. / Automation of knowledge-based shared services and centers of expertise. Digital Services and Platforms- Considerations for Sourcing: 12th Global Sourcing Workshop 2018, Revised Selected Papers. editor / Julia Kotlarsky ; Ilan Oshri ; Leslie Willcocks. Springer, 2019. pp. 56-75 (Lecture Notes in Business Information Processing).

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abstract = "Automation of Knowledge-Based services is the natural evolution of Robotic Process Automation (RPA), fueled by new technologies, often categorized as Cognitive Automation (CA). The purposes of this research are to (1) explore the Expertise Shared Services and Centers of Expertise functions where automation of knowledge-based processes is most suitable and (2) understand the value drivers and primary tactical challenges in adopting a strategy for automating Knowledge-Based expertise services. In addition to a literature review conducted, we conducted in-depth interviews with selected executives and experts. We developed case studies to better understand how Software Bots can be deployed for automating Knowledge-Based Expertise Services in organizations when they transition to automation of knowledge-driven processes. Results of our research indicate that the majority of executives and experts are aware of the need for automating Knowledge-Based Expertise Services but most remain unclear regarding its value or how to invest in adoption of this new trend.",

keywords = "Artificial Intelligence (AI), Big data, Centers of Expertise (COE), Cognitive Automation (CA), Expertise Shared Services, Intelligent Automation (IA), Intelligent Process Automation (IPA), Knowledge process automation, Robotic Process Automation (RPA), Software Bots, Unstructured data",

author = "Suri, {Vipin K.} and Elia, {Marianne D.} and Pavan Arora and {van Hillegersberg}, Jos",

year = "2019",

month = mar,

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doi = "10.1007/978-3-030-15850-7_4",

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Suri, VK, Elia, MD, Arora, P & van Hillegersberg, J 2019, Automation of knowledge-based shared services and centers of expertise. in J Kotlarsky, I Oshri & L Willcocks (eds), Digital Services and Platforms- Considerations for Sourcing: 12th Global Sourcing Workshop 2018, Revised Selected Papers. Lecture Notes in Business Information Processing, vol. 344, Springer, pp. 56-75, 12th International Global Sourcing Workshop 2018, La Thuile, Italy, 21/02/18. https://doi.org/10.1007/978-3-030-15850-7_4

Automation of knowledge-based shared services and centers of expertise. / Suri, Vipin K.; Elia, Marianne D.; Arora, Pavan et al.
Digital Services and Platforms- Considerations for Sourcing: 12th Global Sourcing Workshop 2018, Revised Selected Papers. ed. / Julia Kotlarsky; Ilan Oshri; Leslie Willcocks. Springer, 2019. p. 56-75 (Lecture Notes in Business Information Processing; Vol. 344).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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T1 - Automation of knowledge-based shared services and centers of expertise

AU - Suri, Vipin K.

AU - Elia, Marianne D.

AU - Arora, Pavan

AU - van Hillegersberg, Jos

N1 - Conference code: 12

PY - 2019/3/7

Y1 - 2019/3/7

N2 - Automation of Knowledge-Based services is the natural evolution of Robotic Process Automation (RPA), fueled by new technologies, often categorized as Cognitive Automation (CA). The purposes of this research are to (1) explore the Expertise Shared Services and Centers of Expertise functions where automation of knowledge-based processes is most suitable and (2) understand the value drivers and primary tactical challenges in adopting a strategy for automating Knowledge-Based expertise services. In addition to a literature review conducted, we conducted in-depth interviews with selected executives and experts. We developed case studies to better understand how Software Bots can be deployed for automating Knowledge-Based Expertise Services in organizations when they transition to automation of knowledge-driven processes. Results of our research indicate that the majority of executives and experts are aware of the need for automating Knowledge-Based Expertise Services but most remain unclear regarding its value or how to invest in adoption of this new trend.

AB - Automation of Knowledge-Based services is the natural evolution of Robotic Process Automation (RPA), fueled by new technologies, often categorized as Cognitive Automation (CA). The purposes of this research are to (1) explore the Expertise Shared Services and Centers of Expertise functions where automation of knowledge-based processes is most suitable and (2) understand the value drivers and primary tactical challenges in adopting a strategy for automating Knowledge-Based expertise services. In addition to a literature review conducted, we conducted in-depth interviews with selected executives and experts. We developed case studies to better understand how Software Bots can be deployed for automating Knowledge-Based Expertise Services in organizations when they transition to automation of knowledge-driven processes. Results of our research indicate that the majority of executives and experts are aware of the need for automating Knowledge-Based Expertise Services but most remain unclear regarding its value or how to invest in adoption of this new trend.

KW - Artificial Intelligence (AI)

KW - Big data

KW - Centers of Expertise (COE)

KW - Cognitive Automation (CA)

KW - Expertise Shared Services

KW - Intelligent Automation (IA)

KW - Intelligent Process Automation (IPA)

KW - Knowledge process automation

KW - Robotic Process Automation (RPA)

KW - Software Bots

KW - Unstructured data

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M3 - Conference contribution

AN - SCOPUS:85070988187

SN - 978-3-030-15849-1

T3 - Lecture Notes in Business Information Processing

SP - 56

EP - 75

BT - Digital Services and Platforms- Considerations for Sourcing

A2 - Kotlarsky, Julia

A2 - Oshri, Ilan

A2 - Willcocks, Leslie

PB - Springer

T2 - 12th International Global Sourcing Workshop 2018

Y2 - 21 February 2018 through 24 February 2018

ER -

Suri VK, Elia MD, Arora P, van Hillegersberg J. Automation of knowledge-based shared services and centers of expertise. In Kotlarsky J, Oshri I, Willcocks L, editors, Digital Services and Platforms- Considerations for Sourcing: 12th Global Sourcing Workshop 2018, Revised Selected Papers. Springer. 2019. p. 56-75. (Lecture Notes in Business Information Processing). doi: 10.1007/978-3-030-15850-7_4

Automation of knowledge-based shared services and centers of expertise

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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