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Mary C. Lacity
University of Missouri–St. Louis
246Publications
45H-index
10.1kCitations
Publications 246
Newest
Published on Jan 1, 2019
Mary C. Lacity45
Estimated H-index: 45
(UMSL: University of Missouri–St. Louis),
Shaji Khan9
Estimated H-index: 9
(UMSL: University of Missouri–St. Louis)
Published on Jun 1, 2018in Mis Quarterly Executive 2.21
Rens Scheepers22
Estimated H-index: 22
,
Mary C. Lacity45
Estimated H-index: 45
,
Leslie P. Willcocks63
Estimated H-index: 63
Interest is growing in using cognitive automation (CA) tools to handle customer enquiries, but there is a dearth of cases that illustrate best practice. We describe the CA journey of Deakin University, an early adopter of CA technology. Deakin, an Australian university, is using IBM Watson (an example of a question-and-answer CA application) to automate the answering of questions from students (the university's "customers"). We identify the value gained from Deakin's CA investment and provide ke...
Published on May 1, 2018in Information Systems Journal 3.29
Shaji Khan9
Estimated H-index: 9
(UMSL: University of Missouri–St. Louis),
Mary C. Lacity45
Estimated H-index: 45
(UMSL: University of Missouri–St. Louis),
Erran Carmel28
Estimated H-index: 28
(UW: University of Washington)
This article answers calls for better characterizations of impact sourcing given its potential to create social impacts in conjunction with global sourcing. It introduces a conceptual framework consisting of four dimensions drawn from entrepreneurship literature: primary mission, success criteria, resource mobilization and innovation approach – that characterize entrepreneurial impact sourcing service providers. These four dimensions are anchored across ideal types of social and commercial insti...
Published on Feb 12, 2018
Mary C. Lacity45
Estimated H-index: 45
,
Leslie P. Willcocks63
Estimated H-index: 63
Written by the leading scholars in the field, this book examines real-world implementations of service automation technologies using Robotic Process Automation and Cognitive Automation tools. This newest, detailed research finds that RPA adoptions are accelerating, maturing, and scaling in global enterprise. The research covers multiple industries, applications, and shared services, and uses case studies to establish action principles and how to mitigate automation risks. The book devotes six ch...
Published on Jan 1, 2018
Leslie P. Willcocks63
Estimated H-index: 63
(LSE: London School of Economics and Political Science),
Mary C. Lacity45
Estimated H-index: 45
(MU: University of Missouri)
Cloud computing represents a potential crossing point. But we also point out that our research over four years has found time and again that it takes a huge amount of effort to make Cloud work to scale for large organizations, for the long term. It is all too easy to overestimate the likely short-term impacts of cloud computing but also underestimate the long-term effects. Our previous research (Willcocks et al. 2014) suggests five major trends: 1. Cloud computing is becoming the harbinger of th...
Published on Jan 1, 2018
Mary C. Lacity45
Estimated H-index: 45
(MU: University of Missouri),
Leslie P. Willcocks63
Estimated H-index: 63
(LSE: London School of Economics and Political Science)
Using software to automate tasks is not a new idea, but interest in service automation has certainly escalated in recent years. The popular press is filled with provocative titles like “Rise of the Robots: Technology and the Threat of a Jobless Future” (Ford 2015), “A World without Work (Thompson 2015),” and “I Am Robot: Will Robotic Process Automation Revolutionize the BPO Industry?” Although the term “robot” connotes visions of physical robots wandering around offices performing human tasks, t...
Published on Nov 27, 2017
Leslie P. Willcocks63
Estimated H-index: 63
,
Mary C. Lacity45
Estimated H-index: 45
,
Andrew Craig5
Estimated H-index: 5
Robotic process automation (RPA) is a new breed of software robots designed to automate services through processing structured data by following rules. The research examines how RPA is being deployed at Royal DSM, the Dutch multinational company, in its global financial shared services organization. Here, like many other companies, DSM adopted RPA as the next transformation lever beyond centralization, standardization, and relocation to a lower cost region. DSM’s first phase of automation “robot...
Published on Jul 1, 2017
Leslie P. Willcocks63
Estimated H-index: 63
,
G. Gunkel , Mary C. Lacity45
Estimated H-index: 45
Published on May 1, 2017
Rod Dunlap , Mary C. Lacity45
Estimated H-index: 45
(UMSL: University of Missouri–St. Louis)
This teaching case study provides a rich and realistic story of automating knowledge work within the context of a large, non-profit company. As an early pioneer in robotic process automation that built their own tool, the automation team at Blue Cross Blue Shield North Carolina (BCBSNC) sought to improve business performance through automation, which they accomplished in the form of a triple digit return on investment. However, BCBSNC managers had to mitigate the consequences of such success, su...
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