ESA 2024 – Tension, Trust and Transformation

During the ESA Conference, Zuzanna Kowalik presented her paper titled “Automation in Shared Services Centres: Implications for Skills and Autonomy” co-authored with Piotr Lewandowski, Tomasz Geodecki, and Maciej Grodzicki. This research, conducted in collaboration with the Institute for Structural Research and other academic institutions, investigates the impact of automation technologies on Shared Service Centres (SSCs) in Poland.

The study’s primary objective was to assess how automation—through technologies such as Intelligent Process Automation, Robotic Process Automation, and Artificial Intelligence—affects skills and worker autonomy within SSCs. It challenges the traditional deskilling hypothesis by examining whether automation leads to upskilling and increased worker autonomy. The research employed an explanatory case study approach, utilizing semi-structured interviews with employees, managers, and CEOs, alongside aggregated data from various SSCs in Poland.

Key findings from the study reveal that automation is increasingly driven by employee-led initiatives rather than top-down directives. This process not only fosters upskilling and enhances job satisfaction but also addresses labour shortages by maximizing the potential of existing workers. The research underscores that automation, while initially aimed at improving efficiency, also serves as a tool for empowering employees and fostering a collaborative relationship between technology and the workforce. The study highlights that technological change is shaped by ongoing negotiations and proactive engagement from both workers and management, rather than being an inevitable, uncontrollable force.