Implementation of Robotic Process Automation to a Target Process – a Case Study

摘要

Advances in technology have throughout the history enabled organizations to improve their efficiency. With robotic process automation (RPA), organizations can finally begin to properly improve the productivity of knowledge-based work, too. With this prospect now at hand, companies need to figure a way to effectively and efficiently implement RPA to their processes. In knowledge-based work, automation solutions need to be tailored and customized to adapt to the needs for each target process. The RPA literature and project literature offer the building blocks to construct a model for implementing RPA solution to a target process. 
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\nThe aim for this thesis is to develop an understanding on RPA implementations and the forces that govern such projects. To this end, the study first explores relevant literature and synthesizes it to develop a template model for RPA implementation process, which then can be tested in a real life scenario, a case project. Producing, testing and improving the RPA implementation model is the core objective of this thesis. Through meticulously analysing the findings from this course of study, required understanding can be formed. 
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\nRPA literature in general, due to the technology’s novelty, is not very comprehensive or mature as of yet. The existing literature is focused mostly on presenting what RPA is, instead of diving further down to nuanced connections. This study contributes to the existing literature by binding different established concepts together to form new knowledge. Using the context of RPA as a glue, literature about project life-cycles and project success were fused together to create an implementation process specifically tailored for RPA projects. In creating the RPA process model, project CSFs were closely and meticulously examined and adapted to specifically fit RPA projects. The case project in this study helps in establishing the validity of the aforementioned findings.
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\nFrom a managerial viewpoint, the main contribution of this study is establishing a template for this RPA process model, enabling proper RPA implementation projects. Indicated by the success of the case project, the RPA implementation process model proved to be properly made, successful and suitable for RPA. To help make RPA projects successful, the study introduces multiple critical success factors that need to be fulfilled; by concentrating sufficient resources on each of these factors managers can ensure successful RPA implementation projects. RPA projects can be treated as isolated and still be successful, but by following the established set of CSFs, there is more to gain than just success in singular projects.