Service Automation: Robots and the Future of Work
New Book Endorsed by IAOP CEO, Debi Hamill

Windermere, FL, February 16, 2016 – IAOP announced today the endorsement by its CEO, of the recently book, The Service Automation: Robots and the Future of Work written by Dr. Leslie Willcocks and Dr. Mary Lacity. The authors are globally recognized for outstanding, world-class research.

“Service Automation is a well-structured and thoughtful book on a topic top-of-mind to professionals and executives alike. Once again, Drs. Lacity and Willcocks deliver the definitive guide.” Debi Hamill, CEO, IAOP.

The book describes types of automation and gives evidence for multiple business benefits. It offers in-depth case studies from clients, providers and advisors of service automation. There are 30 key lessons on how to deploy service automation in the workplace. There is a focus on the future of work, including robotic process automation, with valuable predictions and critique.
The hype and fear, globally, that surrounds service automation, robots and the future of work need to be punctured by in-depth research. This book, by Professors Leslie Willcocks and Mary Lacity, captures a year’s worth of learning about service automation based on a survey, in-depth client case studies, and interviews with service automation clients, providers, and advisors. The authors cleverly embed today’s empirical lessons into the broader history and context of automation, as a vital 
in understanding the fast-rising phenomenon of service automation. The authors give a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies.

The Service Automation: Robots and the Future of Work 
is available in hardcover and was launched on February 12th. The book is also available at the Outsourcing World Summit in Orlando. It was published by Steve Brookes Enterprises and is available for purchase here.

About the Authors
Dr. Leslie P. Willcocks, COP, has an international reputation for his work on global management, outsourcing, digital business, information management, strategic IT and organizational change. Dr. Mary Lacity, COP, is Curators’ Professor of Information Systems, College of Business, University of Missouri-St. Louis.
About IAOP
IAOP is the leading global association aimed at improving outsourcing outcomes by bringing together 
customers, providers and advisors in a collaborative, knowledge-based environment that promotes professional development, recognition, certification and excellence. To learn more, visit

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