Match!
Andrew Craig
London School of Economics and Political Science
BusinessProcess managementProcess automation systemCall centreOutsourcing
43Publications
6H-index
187Citations
What is this?
Publications 42
Newest
#1Leslie P. WillcocksH-Index: 66
#2Andrew CraigH-Index: 6
The technology says fast forward, but the organisation says it’s going to take a lot longer than you think, write Leslie Willcocks and Andrew Craig
#1Leslie P. WillcocksH-Index: 66
#2Mary C. LacityH-Index: 43
Last. Andrew CraigH-Index: 6
view all 3 authors...
Robotic process automation (RPA) is a new breed of software robots designed to automate services through processing structured data by following rules. The research examines how RPA is being deployed at Royal DSM, the Dutch multinational company, in its global financial shared services organization. Here, like many other companies, DSM adopted RPA as the next transformation lever beyond centralization, standardization, and relocation to a lower cost region. DSM’s first phase of automation “robot...
3 Citations
#1Daniel GozmanH-Index: 5
#2Leslie P. WillcocksH-Index: 66
Last. Andrew CraigH-Index: 6
view all 3 authors...
#1Daniel GozmanH-Index: 5
#2Leslie P. WillcocksH-Index: 66
Last. Andrew CraigH-Index: 6
view all 3 authors...
#1Leslie P. Willcocks (LSE: London School of Economics and Political Science)H-Index: 66
#2Mary C. Lacity (LSE: London School of Economics and Political Science)H-Index: 43
Last. Andrew Craig (LSE: London School of Economics and Political Science)H-Index: 6
view all 3 authors...
The case presents a series of dilemmas facing senior executives thinking through the potential application of robotic process automation (RPA) into a human resource (HR) function and global business service (GBS) operations. The executives are pointed to successful RPA implementation by business process service provider Xchanging, operating in the back office of the London insurance market. The teaching case focuses on what can be learned from that experience, and how their own RPA use may diffe...
20 CitationsSource
#1Mary C. LacityH-Index: 43
#2Leslie P. WillcocksH-Index: 66
Last. Andrew CraigH-Index: 6
view all 3 authors...
5 Citations
#1Daniel GozmanH-Index: 5
Last. Andrew CraigH-Index: 6
view all 4 authors...
#1Daniel GozmanH-Index: 5
#2Andrew CraigH-Index: 6
Last. Leslie P. WillcocksH-Index: 66
view all 4 authors...
21 Citations
11 Citations
12345