Engaging Employees to Build Efficient Solutions for Robotic Process Automation
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Journal Title
Journal ISSN
Volume Title
School of Business |
Master's thesis
Author
Date
2019
Department
Major/Subject
Mcode
Degree programme
Information and Service Management (ISM)
Language
en
Pages
77
Series
Abstract
Robotic Process Automation (RPA) is a technology that enables business process automation in offices. RPA or SW robots use IT systems just as humans do, via the presentation layer. This enables fast and affordable automation as there is no need for costly system integration. This thesis examines the previously neglected field on how to engage employees in RPA projects. Contribution from employees is essential as setting up RPA processes requires in-depth information about the business process, information that only the people handling that process will have. Empirical part of this study was instigated by observation from case company. They had noticed different attitudes towards RPA in two order management organization within the company. In these organizations attitudes towards RPA were contrasting: in other RPA was seen very positively and considered almost like a colleague and in other it was considered as just another IT application available for automation. Overall six semi-structured interviews were conducted with people that were participating in RPA implementation projects in these organizations and additional three interviews were done for background research in case company. Key findings of this study are that employees need information on RPA to enable them to participate in automation initiatives. Change management actions are needed to encourage this participation. Without end user participation in RPA design and implementation solutions will be less than optimal. Based on study findings an RPA implementation model was developed. Model introduces key things to focus while implementing RPA: decide and communicate your targets regarding RPA, try to minimize staff reductions to enlist cooperation from employees, educate employees on RPA so they can contribute and engage them in RPA programs, so you have best possible process knowledge enlisted in creating your RPA solutions. When following these four steps presented by the RPA implementation model potentially any office worker could become a business owner for a RPA process if they have the ability and know-how to do so. Task for management is to enable them to step in to that role to achieve the full potential that RPA offers.Description
Thesis advisor
Kemppainen, KatariinaPenttinen, Esko
Keywords
robotic process automation, RPA, change management, employee participation
