Skip to main content
Springer Nature Link
Log in

Towards Business Services 4.0 - Digital Transformation of Business Services at a Global Technology Company

  • Conference paper
  • First Online:
Digital Technologies for Global Sourcing of Services (Global Sourcing 2019)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 410))

  • 740 Accesses

Abstract

The digital transformation brought new opportunities as well as challenges to the business services sector. New digital technologies like cognitive automation, blockchain, or process mining could facilitate all significant business aims service centres. These could contribute not only to the efficiency metrics of operation but to the effectiveness of the business as well. The different levels of digital transformation presented in this paper all contribute to these benefits, and the future holds new opportunities with the further advancement of cognitive solutions. These technologies have already proven their capabilities, but their implementation is always difficult and should be custom-made. Quantitative and qualitative research was conducted to discover business practices related to the digitalisation of the business services sector in a Central and Eastern European country. This paper provides insight into a major Hungarian-based business services centre with three unique cases of digital technology implementation projects. Through these cases, the paper reveals the process of selection and introduction as well as outcomes of digitalisation projects in the examined company. The paper ensures an overview of new technologies that could be used in the sector to build a framework called Business Services 4.0.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

References

  1. Chandok, P., Chheda, H., Edlich, A.: How shared-services organizations can prepare for a digital future, New York (2016)

    Google Scholar 

  2. Verhoef, P.C., Bijmolt, T.H.A.: Marketing perspectives on digital business models: a framework and overview of the special issue. Int. J. Res. Mark. 36(3), 341–349 (2019). https://doi.org/10.1016/j.ijresmar.2019.08.001

    Article  Google Scholar 

  3. Verhoef, P.C., et al.: Digital transformation: a multidisciplinary reflection and research agenda. J. Bus. Res. (July 2018) (2019). https://doi.org/10.1016/j.jbusres.2019.09.022

  4. Kane, G.C., Palmer, D., Phillips, K.D., Buckley, N.: Strategy, not technology, drives digital transformation. MIT Sloan Manag. Rev. 159(9), 1–25 (2015)

    Google Scholar 

  5. Matt, C., Hess, T., Benlian, A.: Digital transformation strategies. Bus. Inf. Syst. Eng. 57(5), 339–343 (2015). https://doi.org/10.1007/s12599-015-0401-5

    Article  Google Scholar 

  6. Loebbecke, C., Picot, A.: Reflections on societal and business model transformation arising from digitization and big data analytics: a research agenda. J. Strateg. Inf. Syst. 24(3), 149–157 (2015). https://doi.org/10.1016/j.jsis.2015.08.002

    Article  Google Scholar 

  7. Savic, D.: From digitization, through digitalization to digital transformation. Online Searcher 2019(January/February), 37–39 (2019)

    Google Scholar 

  8. Reis, J., Amorim, M., Melão, N., Cohen, Y., Rodrigues, M.: Digitalization: a literature review and research agenda. In: Anisic, Z., Lalic, B., Gracanin, D. (eds.) IJCIEOM 2019. LNMIE, pp. 443–456. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-43616-2_47

    Chapter  Google Scholar 

  9. Westerman, G., Bonnet, D., McAfee, A.: The nine elements of digital transformation. MIT Sloan Manag. Rev. 54(2), 1–6 (2014)

    Google Scholar 

  10. Matzner, M., et al.: Digital transformation in service management. J. Serv. Manag. Res. 2(2), 3–21 (2018). https://doi.org/10.15358/2511-8676-2018-2-3

    Article  Google Scholar 

  11. Srai, J.S., Lorentz, H.: Developing design principles for the digitalisation of purchasing and supply management. J. Purch. Supply Manag. 25(1), 78–98 (2019). https://doi.org/10.1016/j.pursup.2018.07.001

    Article  Google Scholar 

  12. Shehu, N., Abba, N.: The role of automation and robotics in buildings for sustainable development. J. Multidiscip. Eng. Sci. Technol. 6(2), 9557–9560 (2019)

    Google Scholar 

  13. Sebastian, I.M. Ross, J.W., Beath, C.: How big old companies navigate digital transformation: Discovery Service for Saudia Digital Library. MIS Q. Exec. 16(3), 197–214 (2017)

    Google Scholar 

  14. Edlich, A., Watson, A., Whiteman, R.: What does automation mean for G&A and the back office? McKinsey Q. 2017(2), 97–101 (2017)

    Google Scholar 

  15. Syed, R., et al.: Robotic Process automation: contemporary themes and challenges. Comput. Ind. 115, 103162 (2020). https://doi.org/10.1016/j.compind.2019.103162

    Article  Google Scholar 

  16. Hess, T., Matt, C., Benlian, A., Wiesböck, F.: Options for formulating a digital transformation strategy. MIS Q. Exec. 15(2), 103–119 (2016)

    Google Scholar 

  17. Ismail, M.H., Khater, M., Zaki, M.: Digital Business Transformation and Strategy: What Do We Know So Far? (2017)

    Google Scholar 

  18. Lhuer, X.: The next acronym you need to know about: RPA (robotic process automation). Digit. McKinsey 17(December), 1–5 (2016)

    Google Scholar 

  19. Lacity, M.C., Willcocks, L.P.: A new approach to automating services. MIT Sloan Manag. Rev. 58(1), 11 (2016)

    Google Scholar 

  20. Asatiani, A., Penttinen, E.: Turning robotic process automation into commercial success - Case OpusCapita. J. Inf. Technol. Teach. Cases 6(2), 67–74 (2016). https://doi.org/10.1057/jittc.2016.5

    Article  Google Scholar 

  21. Watson, H.J.: Preparing for the cognitive generation of decision support. MIS Q. Exec. 16(3), 153–169 (2017)

    Google Scholar 

  22. Suri, V.K., Elia, M.D., Arora, P., van Hillegersberg, J.: Automation of knowledge-based shared services and centers of expertise. In: Kotlarsky, J., Oshri, I., Willcocks, L. (eds.) Global Sourcing 2018. LNBIP, vol. 344, pp. 56–75. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-15850-7_4

    Chapter  Google Scholar 

  23. Lacity, M.C., Willcocks, L.P.: Robotic Process and Cognitive Automation: The Next Phase. SB Publishing, Stratford-upon-Avon (2018)

    Google Scholar 

  24. Anagnoste, S.: The road to intelligent automation in the energy sector. Manag. Dyn. Knowl. Econ. 6(3), 489–502 (2018). https://doi.org/10.25019/mdke/6.3.08

    Article  Google Scholar 

  25. Rehse, O., Hoffmann, S., Kosanke, C.: Tapping into the Transformative Power of Service 4.0, Düsseldorf (2016)

    Google Scholar 

  26. Borchersen, S.: Service 4.0 – What Is It ? What Impact Will It Have on It Service Management ? Horsholm (2018)

    Google Scholar 

  27. Yin, R.K.: Case Study Research: Design and Methods. SAGE Publications, Los Angeles (2009)

    Google Scholar 

  28. Myers, M.D., Newman, M.: The qualitative interview in IS research: examining the craft. Inf. Organ. 17(1), 2–26 (2007). https://doi.org/10.1016/j.infoandorg.2006.11.001

    Article  Google Scholar 

  29. Denzin, N.K., Lincoln, Y.S. (eds.): The SAGE Handbook of Qualitative Research. SAGE Publications, Los Angeles (2011)

    Google Scholar 

  30. Yin, R.K.: Qualitative Research from Start to Finish. The Guilford Press, New York (2011)

    Google Scholar 

  31. Drótos, G., Marciniak, R., Ránki-Kovács, R., Lente, D., Willbrandt, N.: Business Services Hungary 2019 - Report on the Hungarian Business Services Industry, Budapest (2019)

    Google Scholar 

  32. Marciniak, R., Moricz, P., Baksa, M.: Intelligent business services operation. In: Proceedings of 10th International Symposium on Intelligent Manufacturing and Service Systems, no. September 2019, pp. 110–120 (2019)

    Google Scholar 

Download references

Acknowledgements

This research was supported by project No. EFOP-3.6.2-16-2017-00007, titled Aspects of the development of intelligent, sustainable, and inclusive society: social, technological, innovation networks in employment and the digital economy. The project has been supported by the European Union, co-financed by the European Social Fund and the budget of Hungary.

Author information

Authors and Affiliations

  1. Institute of Management, Corvinus University of Budapest, Budapest, Hungary

    Robert Marciniak, Peter Moricz & Mate Baksa

Authors
  1. Robert Marciniak
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Peter Moricz
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Mate Baksa
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Robert Marciniak .

Editor information

Editors and Affiliations

  1. The University of Auckland, Auckland, New Zealand

    Ilan Oshri

  2. The University of Auckland, Auckland, New Zealand

    Julia Kotlarsky

  3. London School of Economics, London, UK

    Leslie P. Willcocks

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Marciniak, R., Moricz, P., Baksa, M. (2020). Towards Business Services 4.0 - Digital Transformation of Business Services at a Global Technology Company. In: Oshri, I., Kotlarsky, J., Willcocks, L.P. (eds) Digital Technologies for Global Sourcing of Services. Global Sourcing 2019. Lecture Notes in Business Information Processing, vol 410. Springer, Cham. https://doi.org/10.1007/978-3-030-66834-1_8

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-66834-1_8

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-66833-4

  • Online ISBN: 978-3-030-66834-1

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics