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This chapter presents the key results of a research project that explored managing service productivity in Sub-Saharan Africa through the lens of lived experiences of bank executives employed as ‘knowledge workers’ in the Nigerian banking sector. The study adopted a qualitative phenomenological research design. Data was gathered from 16 Nigerian top bank executives purposively selected using semi-structured face-to-face interviews. Trans Positional Cognition Approach (TPCA), a new phenomenological research method, was used to analyse the data gathered. The study data analysis yielded five themes; micromanagement practices, use of dysfunctional strategies to drive service operations, deposit mobilisation target as a productivity measure, managerial indifference to potential nescience economy issues and master-servant (power culture) strategy, which epitomises fundamental managerial approaches adopted in the sector. The study identified critical service productivity management issues grounded in reality that influence the capability and potentiality of the study knowledge workers. It also contributes the novel, ‘official knowledge worker lived experience of service productivity model’ for use by decision-makers in the banking sector. Thus, it sets an agenda for these ‘knowledge workers’ line managers’ and bank regulators in the research setting. The study extended the viable system model by applying it in this phenomenological enquiry and using it to explain/deepen our understanding of the findings that emerged. The output of this work contributes to scholarly knowledge on service productivity management from the sub-Saharan African banks’ perspective. It can be generalisable in countries with similar financial and economic characteristics like the research setting.

This chapter aims to clarify the future of the HR profession in the digital age by translating and extrapolating results of recent studies in a creative way. The main question is ‘What will be the effects of digitization on the HRM profession?’

The methodological approach is threefold. A theoretical concept of digital impact on the HRM profession is constructed based on a task-based analysis of the Ulrich roles. Second, in two sessions HRM Professionals reflect on the main question and give assessments. Third, a secondary analysis is carried out on the HRM practice monitor and five hypotheses are tested (primary role of HR, time spent in an activity cluster, typification of the HRM department).

The outcomes give no clear and unequivocal picture yet. Although the theoretical concept, actual research, professional literature and consulted professionals indicate that the HRM profession is already or will soon get more strategic due to digitization, the secondary analysis of the HRM practice monitor does not confirm that tendency.

The limitations of this research comprise flaws in the HRM practice monitor, the questionable web instrument and the lack of a clear and broadly accepted definition of digitization. Follow-up research seems to be very worthwhile and has a lot of possible starting points.

This research offers a new way of looking at the HRM profession in transition by combining the Ulrich model with a task-based analysis. Furthermore the evidence is based on 4 years (2012–2015) of data collection.