Enhancing Professional Services Automation Utilisation through Workforce Capability: Action Research in a Malaysian Ict Firm

Professional Services Automation (PSA) systems integrate project tracking, resource allocation and reporting, but implementation does not guarantee sustained use. This action research examined PSA underutilisation in a Malaysian information and communication technology firm. Cycle One involved nine project-management stakeholders and used interviews, observations and organisational records to diagnose barriers and evaluate practical, scenario-based training. Cycle Two surveyed 30 employees on perceived usefulness, ease of use, enjoyment and PSA utilisation. Training improved confidence, workflow understanding, project visibility and coordination, although parallel reporting and uneven adoption remained. The survey measures were reliable (Cronbach's alpha = .880-.891). All three perceptions correlated significantly with utilisation (r = .794-.928, p < .001), while the regression model explained 86.6% of its variance. Perceived enjoyment was the only significant unique predictor (beta = .777, p < .001), but this result requires caution because of the small sample and multicollinearity. PSA operationalisation therefore requires workforce capability, clear governance, workflow alignment, reliable data and a positive user experience.