Investigating the factors driving adoption of RPA in South African banking: a qualitative analysis

Background: Studies have shown that the traditional banking sector is under threat from digital banks and financial technology (fintech) organisations that can operate with a lower cost base and respond to the market faster. In response to this threat, leading banks have implemented Robotic Process Automation (RPA) to reduce costs and simplify operations. The adoption of RPA has, however, proven to be challenging as in many cases the impact of automation technology implementations is perceived to affect the livelihoods of staff who work in banks. Within the South African banking context, there is a particular sensitivity to factors that impede employment and labour unions are deeply involved in protecting workers. Objective: While there is research on RPA implementations, it is limited in the banking context. Further, there is currently little to no RPA adoption research specifically in the South African banking context. This study seeks to investigate the factors that drive RPA adoption in South African banks. Method: This study has used the Technology-Organisation-Environment (TOE) framework, extended with Institution Theory, as a lens to structure an approach in organising RPA adoption factors in an extensive literature review on the phenomenon. Thematic analysis was used to analyse the interview data that was collected. Themes were aggregated and organised by the TOE perspectives to create structure throughout the study. Results: The findings were that the adoption of RPA in South African banks is driven by the expected benefits of RPA which are achieved when well-suited processes are targeted, an effective operating model for the program including business and IT personnel, with the right skills. A well-designed change program is critical for RPA adoption in banks. South African banks are also working closely with the trade unions and are, on the whole, following best practices when automating parts of their workforce's roles by ensuring that they are given the opportunity to work on more engaging tasks

An Empirical Investigation into Wicked Operational Problems

This thesis begins by considering the nature of research in Operations Management, the methods that are employed and the types of problems it addresses. We contend that as the discipline matures and it extends its boundaries the research challenges become more complex and the reductionist techniques of Operations Research become less appropriate. To explore this issue we use the concept of wicked problems. Wicked problems were developed by Rittel and Webber during the 1970’s. They suggest the existence of a class of problems which could not be solved using the techniques of Operations Research. They describe Wicked Problems using ten properties or characteristics, which, after a thorough review of their descriptions, we have condensed to six themes. We consider the current state of the “Wicked Problem” literature and have identified the paucity relating to Operations Management. Thus we develop our research question: “what are the characteristics of wicked operational problems?” We investigate this question using a single extended case study of an operation experiencing significant unresolved performance issues. We analyse the case using the tenets of systems thinking, structure and behaviour, and extend the empirical literature on wicked problems to identify the characteristics of wicked operational problems. The research indicates that elements of wicked problems exist at an operational level. The significance of this finding is that reductionist techniques to problem solving e.g. lean and six sigma may not be applicable to the challenges facing operational managers when confronted with the characteristics of a wicked operational problem

The Impacts of Outsourcing on Business Process Automation Implementation : A Comprehensive Analysis

This master thesis presents a comprehensive analysis of the multifaceted impacts of outsourcing on different phases of Business Process Automation (BPA) implementation. Through interviews with specialists involved in BPA outsourcing, valuable insights were obtained regarding the experiences, perspectives, and challenges faced by organizations during various stages of BPA implementation. The study identified key findings in each phase, highlighting the importance of involving external vendors from the start, establishing effective communication channels, and addressing regulatory hurdles. Additionally, concerns related to knowledge loss and dependency on external vendors were explored, emphasizing the significance of documentation and knowledge transfer practices. The findings align with existing literature on outsourcing and BPA, while also providing unique contributions by emphasizing the establishment of a specific vocabulary, linking outsourcing to regulatory challenges, and offering practical insights for managing outsourcing risks. The implications for theory suggest the need for careful management and coordination throughout the outsourcing process, as well as the significance of early vendor engagement. Practically, the study offers recommendations for organizations, including the involvement of external vendors from the beginning, proactive planning for potential challenges, and the adoption of specific strategies to enhance vendor relationships and project monitoring. The study acknowledges limitations and suggests future research directions, such as exploring different industries and regions, incorporating quantitative data, examining decision-making processes, and investigating the long-term sustainability of outsourcing arrangements. Overall, this master thesis provides a nuanced understanding of the impacts of outsourcing on BPA implementation, offering practical recommendations for organizations seeking successful outcomes in their automation journey

Technology adoption in accounting: The role of staff perceptions and organisational context

Technology is widely recognised to be revolutionising the accounting profession, allowing accountants to focus on professional skills and technical knowledge that deliver value for organisational success. Despite the known benefits, it is reported that accountants are not fully leveraging the potential value of certain technologies. To understand why, this study draws on the Technology Adoption Model (TAM) and investigates accounting professionals’ perceptions towards technology, and how these may influence adoption at work. The study gathered online survey data from 585 accounting managers from organisations of varying size and in different sectors in Australia and parts of Southeast Asia. Qualitative data were thematically analysed, and quantitative data were analysed using both descriptive and multivariate techniques. The study highlighted the pivotal role of staff perceptions on the importance and ease of using technology on uptake and successful usage. Findings emphasised important opportunities for organisations to educate accounting staff on the value of technology and optimise their confidence and skills through training and support initiatives, particularly smaller businesses. Marked differences in the orientation towards technology among Australia and Southeast Asian participants illuminate how national work culture and practice can influence technology adoption. The study makes a practical contribution by advancing our understanding of the relative importance and value of certain technologies in different regions and organisation types in the accounting profession. It extends our theoretical understanding of the role of TAM’s core elements to the accounting context, exploring staff’s notions of perceived usefulness and perceived ease of use from the manager’s perspective

Execution Management System implementation in international retail company

Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementIn nowadays the penetration of new technologies and changing business environment are pushing companies to compete and focus on efficiency of its processes. One of company’s competitive advantage is its operational processes and its efficiency. In order to save money and increase competitive advantage a company should continuously improve its processes and today the company could use not only dedicated business improvement frameworks and technics, but also specific software which can explore existing processes of the company by searching and analysing program logs and process trails in the company’s systems. Process mining software could help companies to understand different variants of existing processes, compare them to reference models, see actual efficiency and automation rate, understand the root cause of the inefficiency and take necessary actions to improve the existing processes. But Process mining software is not yet so popular in CIS retail market and many companies are looking sceptically towards using this type of software. So far not every retail business in CIS countries is using Process Mining software to understand its processes and even more rare is implementation of RPA software to substitute human work with robots and AI. The aim of planned work is to design and implement EMS system and present case study of the implementation

Assessing BPM’s role in a digital innovation project

Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementThe world is changing. In the digitalization era, digital devices are everywhere, enabled by the quick proliferation of smart and connected products. The transformation we are witnessing is not only about the new digital artefacts, but also includes the alignment of the operations, business processes, strategy and organizational, and IT structures, resulting in the so-called maturity. Although it might not be trivial, this increased efficiency is closely connected with the processes, of how to create opportunities for optimizing and redesigning them. However, the combination of digital innovation and business process management, and how one benefits the other, is not very explored in the literature, which constitutes a research gap. Given this, the importance of business process management practices and their relationship with the remaining organisation’s dimensions was studied and assessed through a comprehensive and systematic literature review. Hence, insights were gathered to create a framework that allows answering the research question “What is the BPM’s role in a digital innovation project?”. It was expected to understand the challenges associated with digital transformation, what core requirements are the most valuable, and what is the role of process management in all of it. A focus group has confirmed the usefulness of the artefact, by showing the correlation between the different elements in scope and allowing an understanding of the capabilities needed in the organisation. Nonetheless, the feedback suggested the adaptation of the framework to include a maturity assessment pre-stage and cost evaluation per digital transformation category, so it can be completely transversal to all types of organisations and all budgets

IT governance: oil or sand in the wheels of innovation?

The purpose of this study is to understand how IT Governance (ITG) can foster or hinder the development and roll-out of radical or disruptive IT-enabled innovations. Propositions derived from the extant literature guide the analysis of seven embedded case studies of different innovation initiatives within a single large Dutch multinational bank with various contingency factors affecting ITG across the cases. Our findings confirm and extend earlier studies that emphasize the importance of proper business-IT communication and identify challenges caused by long gatekeeping processes and by the use of novel technologies in a traditional IT landscape. Radical or disruptive innovations also add new challenges, as they often cross business lines and therefore may be exposed to a heterogeneous set of ITG mechanisms. Our study further demonstrates that these innovations demand a different approach on an IT-functional level and a reconsideration of the risk capability structure to optimize efficiency