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Robotic process automation: strategic transformation lever for global business services?

Published on May 1, 2017
· DOI :10.1057/s41266-016-0016-9
Leslie P. Willcocks65
Estimated H-index: 65
(LSE: London School of Economics and Political Science),
Mary C. Lacity46
Estimated H-index: 46
(UMSL: University of Missouri–St. Louis),
Andrew Craig5
Estimated H-index: 5
(LSE: London School of Economics and Political Science)
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Abstract
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 differ in HR and GBS contexts. The teaching case requires important decisions to be made about the business case for RPA and cognitive automation, the type of automation to be deployed, how to implement effectively in HR and GBS contexts, and whether to use RPA tactically or strategically, and if the latter, the implications of this decision. Students and practitioners will gain insight into the service automation landscape, RPA risks, challenges, and effective deployment, and will lean how to plan for (a) service automation strategy and building a mature automation capability, (b) mitigate the risks, and (c) progress launch, change management and detailed implementation in multiple business contexts.
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#1Agneta Ranerup (University of Gothenburg)H-Index: 9
#2Helle Zinner Henriksen (CBS: Copenhagen Business School)H-Index: 15
Abstract As the use of digitalization and automated decision-making becomes more common in the public sector, civil servants and clients find themselves in an environment where automation and robot technology can be expected to make dramatic changes. Social service delivery in Trelleborg, Sweden, is the setting for a case study of the goals, policies, procedures, and responses to a change in how social assistance is delivered using automated decision-making. Interviews with politicians and profe...
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#1Lucija Ivančić (University of Zagreb)H-Index: 1
#2Dalia Suša Vugec (University of Zagreb)H-Index: 3
Last. Vesna Bosilj Vukšić (University of Zagreb)H-Index: 11
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Robotic process automation (RPA) emerges as a new technology which is focused on automation of repetitive, routine, rule-based human tasks, aiming to bring benefits to the organizations that decide to implement such software solution. Since RPA is a relatively new technology available on the market, the scientific literature on the topic is still scarce. Therefore, this paper aims to investigate how academic community defines RPA and to which extent has it been investigated in the literature in ...
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Jun 3, 2019 in CAiSE (Conference on Advanced Information Systems Engineering)
#1Andrés Jiménez-Ramírez (University of Seville)H-Index: 3
#2Hajo A. Reijers (UU: Utrecht University)H-Index: 47
Last. C. Del Valle (University of Seville)H-Index: 9
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The robotic automation of processes is of much interest to organizations. A common use case is to automate the repetitive manual tasks (or processes) that are currently done by back-office staff through some information system (IS). The lifecycle of any Robotic Process Automation (RPA) project starts with the analysis of the process to automate. This is a very time-consuming phase, which in practical settings often relies on the study of process documentation. Such documentation is typically inc...
1 CitationsSource
#1Jesus Montero (University of Seville)H-Index: 3
#2Andres Jimenez Ramirez (University of Seville)H-Index: 1
Last. J. G. Enríquez (University of Seville)H-Index: 3
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The Robotic Process Automation (RPA) paradigm has received increasing attention in recent years. It enables task automation by software components which interact with user interfaces in a similar way to that of humans. An RPA project follows a similar lifecycle as a software project. However, in certain contexts (e.g., business process outsourcing, BPO), a testing environment is not always available. Thus, deploying the robots in the production environment entails high risk. To mitigate this ris...
1 CitationsSource
#1Ning Zhang (CUFE: Central University of Finance and Economics)
#2Bo Liu (CUFE: Central University of Finance and Economics)
Purpose This paper aims to find out how business aligns with robotic process automation (RPA) and whether the alignment has the same factors as for IT–business alignment. Design/Methodology/Approach Condition configurations for positive and negative impact for business alignment with RPA. Findings The positive and negative configurations that possibly impact business alignment with RPA. Research limitations/implications There are some human instincts during conditions dichotomization and limited...
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#1Dominic Lindner (FAU: University of Erlangen-Nuremberg)H-Index: 2
#2Christian Leyh (TUD: Dresden University of Technology)H-Index: 6
Mit Blick auf die aktuelle Literatur ist die Digitalisierung von Unternehmen ein sehr breites Thema und wird in vielerlei Hinsicht diskutiert. Um Forschern und Praktikern einen Uberblick uber das Thema zu geben, werden in diesem Beitrag zahlreiche Beitrage aus akademischen Datenbanken analysiert und uberblicksartig nach Themenclustern zusammengefasst.
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Das Kapitel beschreibt ausfuhrlich das Vorgehen bei der Implementierung von RPA. Ein besonderer Fokus wird hier auf Themen und Besonderheiten gelegt, die bei der erstmaligen Einfuhrung von RPA innerhalb der Organisation relevant sind. Viele Aspekte gelten aber auch erst oder gerade bei Folgeimplementierungen. Es werden samtliche Themen behandelt; vom Aufsetzen einer geeigneten Projektstruktur, uber Prozessauswahl und -anpassung, Entwicklung, Test und Implementierung der automatisierten Prozesse,...
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Das Kapitel verschafft zunachst einen Uberblick uber Branchen, Unternehmen und einzelne Unternehmensbereiche, die potenziell uber eine ausreichende Anzahl mit RPA automatisierbarer Prozesse verfugen. Ein Fokus liegt hierbei auf den branchenspezifischen Bereichen finanzwirtschaftlicher Organisationen. In einem weiteren Schritt werden technische Auswahlkriterien fur RPA-geeignete Prozesse aufgestellt und erlautert. Die Ausweitung auf betriebswirtschaftliche Kriterien – und die Erstellung prozessbe...
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