Resolving Tussles in Service Automation Deployments: Service Automation at Blue Cross Blue Shield North Carolina (BCBSNC)

This teaching case study provides a rich and realistic story of automating knowledge work within the context of a large, non-profit company. As an early pioneer in robotic process automation that built their own tool, the automation team at Blue Cross Blue Shield North Carolina (BCBSNC) sought to improve business performance through automation, which they accomplished in the form of a triple digit return on investment. However, BCBSNC managers...