Process Selection in RPA Projects – Towards a Quantifiable Method of Decision Making

The digital age requires companies to invest in value-creating rather than routine activities to drive innovation as a future source of competitiveness and business success. Thus, many companies are reluctant to invest in large-scale, costly backend integration projects and seek adaptable solutions to automate their front-office activities. Bridging artificial intelligence and business process management, robotic process automation (RPA) provides the promise of robots as a virtual workforce that performs these tasks in a self-determined manner. Many studies have highlighted potential benefits of RPA. However, little data is available on operationalizing and automating RPA to maximize its benefits. In this paper, we shed light on the automation potential of processes with RPA and operationalize it. Based on process mining techniques, we propose an automatable indicator system as well as present and evaluate decision support for companies that seek to better prioritize their RPA activities and to maximize their return on investment

The Link Between the Business Process Management Capabilities and the Benefits Created by Robotic Process Automation in an Organisation

In the context of the Fourth Industrial Revolution, as organisations are increasingly confronted with unclear and complex business environments, digital technologies are being used to acquire and maintain dynamism, innovation, responsiveness to changing societal needs, and agility, which are essential in this time of changes. In the current competitive environment, organising the performance of an organisation solely on the basis of functions and assignments is no longer appropriate. There is a growing interest in the concept of the process-oriented organisation (Szelagowski, & Berniak-Woźny 2020) and a growing focus on the digitalisation of operations and business processes (Kirchmer 2017; Siderska 2020). This article aims to define the link between the essential aspects of the Business Process Management capabilities and the benefit generated by Robotic Process Automation based on theoretical insights

Robotic Processes Automation to Improve Business Process Automation: A Systematic Literature Reviews

Technological developments have been very fast since 2000 until now, and there are many information system applications in all corners of the world. Now, many services to customers or the public are provided by companies, from small to enterprise software, and many institutions already use the platform— digital services to serve customers and society. Industry 4.0 is the fourth industrial revolution since 2010, where technology and accelerated processes have used automation and are accelerating. This technology is Robotic Process Automation (R.P.A) which could automate many organizational business processes and use Artificial Intelligence (AI) algorithms and techniques. Complementarity makes it possible to increase the accuracy, efficiency, effectiveness, and implementation of automation processes in business processes, in recognition, classification, forecasting, and process optimization. This study aims to provide research information on the application of R.P.A related to AI, which can contribute to improving organizational processes related to Industry 4.0. Researchers found that automation with R.P.A has been widely applied in various industries, various implementations of R.P.A Technology have been carried out, and many publishers have published on this topic

Investments in an intelligent and digital future : the case of an ICT company

Over the past few years, there has been an avalanche of new digital technologies in the business services sector, many of which proved to be disruptive. Business service centres (BSCs) even in innovative industries like information and communication technology (ICT) find it highly challenging to accommodate these changes. New technological solutions transform consumer needs, shape organizational processes, and alter the way employees cooperate in a computerized environment. These changes make it inevitable for companies to adjust their business models. In this paper, we present a case study of IT Services Hungary Ltd., a Hungarian based BSC in the ICT industry. We carried out semi-structured interviews with the CEO and four senior technology experts of the company to analyse digital transformation plans they initiated. We investigated and now reveal three projects through which they implemented cognitive automation, cloud computing, and advanced cybersecurity technologies. We also describe the general organizational, financial, employment, and motivational background of these projects at IT Services Hungary Ltd. With this paper, we aim to present transferable best practices and appealing management efforts to invest in an intelligent and digital future

How to Measure RPA\u27s Benefits? A Review on Metrics, Indicators, and Evaluation Methods of RPA Benefit Assessment

RPA is a new approach to automating processes that has gained momentum in recent years. Research and vendors highlight potential benefits of RPA, such as increased efficiency, quality, cost reduction, and higher customer and employee satisfaction. However, as interest in RPA grows, so does the need to demonstrate its benefits, which in turn requires a suitable toolbox of metrics, indicators, and evaluation methods. To the best of our knowledge, an overview of RPA benefit assessment possibilities is lacking. In this paper, we identify 62 distinct metrics/indicators and ten evaluation methods used for assessing RPA benefits. Our results show that efficiency- and cost-related performance indicators prevail in the scientific literature. In terms of evaluation methods, most contributions do not mention any specific method for RPA benefit assessment. Our findings serve practitioners and researchers with an overview of the current possibilities for a realistic RPA benefit assessment and a corresponding research agenda

Towards Quantifying the Effects of Robotic Process Automation

Robotic Process Automation (RPA) is the automation of rule-based routine processes to increase process efficiency and to reduce process costs. In practice, however, RPA is often applied without knowledge of the concrete effects its introduction will have on the automated process and the involved stakeholders. Accordingly, literature on the quantitative effects of RPA is scarce. The objective of this paper is to provide empirical insights into improvements and deteriorations of business processes achieved in twelve RPA projects in the automotive industry. The results indicate that the positive benefits promised in literature are not always achieved in practice. In particular, shorter case duration and better quality are not confirmed by the empirical data gathered in the considered RPA projects. These quantitative insights constitute a valuable contribution to the currently rather qualitative literature on RPA

Robotic Process Automation: Estudo de Caso da Aplicação a um Processo de Negócio

Trabalho apresentado em V International Forum on Management, 19-20 fevereiro 2021, Setúbal, PortugalNa atual economia global e dinâmica a adoção de tecnologias de (RPA) tem-se revelado uma mais-valia para as empresas na automatização de alguns dos seus processos de negócio. Os estudos realizados nesta área apresentam um conjunto de benefícios obtidos com a implementação desta solução, nomeadamente aumento da produtividade e velocidade de execução, redução de custos, redução de erros, melhoria na qualidade do serviço, etc. A presente investigação teve como objetivos analisar o impacto no desempenho dos processos de negócio, do departamento de de uma empresa, com a implementação de uma solução de RPA; comparar o desempenho do processo em análise antes e depois da implementação de RPA e avaliar os ganhos em termos de desempenho dos indicadores de tempo de execução dos processos, número de erros e discutir os impactos dessa alteração nos custos operacionais da atividade. Os resultados demonstram os benefícios alcançados com a implementação, tendo sido identificados um aumento da velocidade de execução do processo, inexistência de pedidos em atraso, um incremento significativo na taxa de precisão, uma redução acentuada dos custos operacionais e oportunidades de redução e realocação de recursos humanos afetos à execução do processo em análise.In the current global and dynamic economy, the adoption of Robotic Process Automation (RPA) technologies has proven to be an asset for companies in automating some of their business processes. The research in this area shows a set of benefits obtained from implementing this solution, namely increased productivity and speed of execution, cost reduction, error reduction, improvement of quality service delivered, etc. The present investigation aimed to analyse the impact on the performance of business processes, of a company's back-office department, with the implementation of a RPA solution; compare the performance of the process before and after the implementation of RPA and evaluate the gains in terms of performance of the process execution time indicators and number of errors and discuss the impacts of this change on the operational costs of the activity. The results show the benefits achieved with the implementation, having identified an increase in the speed of execution of the process, the absence of back orders, a significant increase in the accuracy rate, a reduction of operational costs and opportunities to a reduction and reallocation of human resources related to the execution of the process.info:eu-repo/semantics/publishedVersio

Applying robotic process automation to improve customer operations at Vodafone Portugal

Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementThe telecommunications industry is becoming more competitive than ever before but is also a sector with low level of differentiation among operators and, in Portugal, is also a sector with numerous complaints from clients regarding the after-sales services, this makes the customer experience a crucial factor to the organization success. Therefore, is vital to evolve and to find ways to fulfil the customers’ needs in the more efficient and effective way possible. Robotic Process Automation (RPA) provides a fast and easy way to change the approach of companies to after-sales support, by automating processes that have value to the customer, such as, notify customers of problems occurring in their network, or providing follow up to their service order when they request. The main purpose of this project was to use RPA technology to developed automated workflow systems to solve the major inefficiencies in the Customer Operations department and therefore improve the customer experience in Vodafone Portugal. Thus, to fulfil the project objective, five automations were developed in three teams of the department – 16916, 16913 and Field Service – and other three quick-fix automations (as supplementary projects) were developed for other related teams

Robotic Process Automation in the Automotive Industry - Lessons Learned from an Exploratory Case Study

Robotic Process Automation (RPA) is the rule-based automation of business processes by software bots mimicking human interactions. The aims of this paper are to provide insights into three RPA use cases from the automotive domain as well as to derive the main challenges to be tackled when introducing RPA in this domain. By means of an exploratory case study, the three use cases are selected from real RPA projects. A systematic method for analyzing the cases is applied. The results are structured along the stages of the lifecycle model of software development. We provide information on every lifecycle stage and discuss the respective lessons learned. In detail, we derive five challenges that should be tackled for any successful RPA implementation in the automotive domain: (1) identifying the right process to automate,(2) understanding the factors influencing user acceptance, (3) explaining RPA to the users, (4) designing human bot interaction, and (5) providing software development guidelines for RPA implementation