Robotic Process Automation: Developing a Multi-Criteria Evaluation Model for the Selection of Automatable Business Processes

Abstract

With increasing demand for digitization and automation, enterprises are seeking to leverage the emerging technology of robotic process automation (RPA) to enhance business process handling. However, confronted with a multitude of processes, decision-makers face the challenge of selecting and prioritizing business processes that are best suited for RPA. Hence, the objective of this research is the development of a process evaluation model to identify RPA-suitable business processes. Therefore, results from a systematic literature research and six qualitative expert interviews are combined. In conclusion, a three-step evaluation model with 14 selection criteria is derived. This model is then evaluated using two case studies. Our research contributes to theory by summarizing the state of research on RPA as depicted in 25 relevant publications. Furthermore, practitioners can apply our results to make better decisions in the selection of suitable business processes and thus, profit the most from the technology.