Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMDigital transformation is the digitalization of earlier analogue machine and material processes,
service operations, and organizational tasks to aggregate new value for clients and employees.
There is an increasing number of organizations that are taking advantage of digital transformation,
competing in the market of the digital economy.
The advances of the global market in competitiveness trigger organizations whose ambition is to
distinguish themselves to develop more efficient and effective processes, delivering distinctive services
or products to their consumers.
When the Business Process Outsourcing (BPO) processes are automated with Robot Process
Automated (RPA), the organization can raise cost efficiency, acquire efficiency advantages, and
increase their rank in the market. Additionally, when repetitive and tedious activities are automated,
human employees have time and opportunity to enhance their cognitive judgment, creative thinking,
and social skills.
This research approaches the steps that lead to the elaboration of a framework that can be
adopted in BPO processes, aiming to help in the knowledge of which processes are typical in BPO,
and which of those processes can be fully automated, semi-automated or cannot be automated with
Robotic Processing Outsourcing.
Afterwards, are revealed the assumptions that were the base of the artifact elaboration, following
the description of each component and stage that constitute the framework.
Lastly, it is referred the validation of the framework by experts and the discussion of the obtained
results, conclude the utility of the artifact as support to the automation of BPO with RPA
