Implementing a virtual workforce; A multiple case study on critical success factors for Robotic Process Automation implementation
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2017-07-13
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en
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Abstract
Today’s organizations are struggling with matching the pace of adjusting the IT systems to the increasing pace of changing demands from the environment. A new solution which can complement traditional IT solutions is Robotic Process Automation (RPA), which automates processes using the presentation layer instead of complex integration of systems in the back-end as is the case with traditional IT automation. However, organizations are currently primarily equipped with traditional heavyweight IT solutions, and their people, tasks and structures are also aligned to that kind of solutions. Consequently, it is expected that organizations will experience challenges with implementing RPA, because the existing organizational elements reject the integration of RPA. Therefore, the goal of this research is to provide insights into how Robotic Process Automation can effectively be integrated into the existing organizational elements. This is researched via a qualitative approach using earlier literature and a multiple case-study on successful and unsuccessful RPA implementations. The findings of this research indicate that establishing change in employees’ beliefs is most critical during the RPA implementation, which entails creating technology acceptance among IT staff and key members of the organization.
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Faculteit der Managementwetenschappen