The Qualitative Impact of Robotic Process Automation

Abstract

Robotic Process Automation (RPA) is a relatively new technology and started to gain traction at the end of 2014. RPA is a term for software tools that operate on the user interface that try to mimic a real user. Currently, there is limited insight into the qualitative impacts of RPA experienced by organizations. This research investigates qualitative impacts related to governance, process automation and workforce. As a result, a literature study and case studies have been carried out to learn more about these impacts and to create guidelines to either reduce negative aspects or reinforce positive aspects of these impacts. The developed guidelines have been evaluated using a Delphi methodology. The guidelines concerning governance formulate advice that can be used during the starting phase of RPA and beyond. It covers the relation between the business and IT and covers organizational models. Regarding process automation, guidelines are provided to reduce the burden of bot maintenance. The guidelines regarding the workforce cover topics such as: employee satisfaction, RPA acceptance and job insecurity.