Robotics at dimension data: friend or foe of the human in process automation?

ABSTRACT

Learning outcomes: The learning outcomes are follows critically assess the impact of disruptive technologies, such as automation, on the organisation, its processes and employees;evaluate the structural changes required within the organisation to prepare for digital transformation;apply change models to the unique challenges associated with disruptive technologies;and recommend solutions for the organisation to proceed with the implementation of disruptive technologies, while keeping employees central to the change. Case overview/synopsis The Dimension Data automation case provides students and executives with a glimpse of the future that organisations and employees must prepare for. The case starts out with the protagonist and product owner of digital at Dimension Data, Andrew Harmse, reflecting on his three-year automation journey within the Automation Centre of Excellence. The world of automation is growing exponentially, and Andrew’s team will have to support the organisation as they scale up their automation journey and navigate the uncertain future of an increased, blended human-robot workforce. Individual employee reactions, positive and negative, will have to be balanced with the opportunities that ever-changing technology enables. The case focusses on the themes of digital transformation, digital disruption, change management and the very real factors to consider when faced with decision-making on automation as the world is constantly changing. The COVID-19 pandemic has forced organisations to relook processes and increase investment in technologies that enable digital client engagement and servicing, considering social distancing requirements. Automation at dimension data has been largely internally focussed, but there is a drive to increase delivery for clients. Andrew’s team will have to guide organisations through the journey and continuum of changes and uncertainties, such as large- scale unemployment and robot ethics. Complexity academic level The target audience for this teaching case are postgraduate and Master level students, specifically Master of Business Administration (MBA) students as well as Executive Education courses. Students who are responsible for making strategic decisions that impact the future of their organisations as well as students with an interest in the role of technology in the future will benefit from the case. Supplementary materials Teaching notes are available for educators only. Subject code CSS 6 Human Resource Management. © 2022, Emerald Publishing Limited.