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Human-computer interaction and role allocation in information-intensive work processes: Robotic process automation in financial administration work

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.advisor Penttinen, Esko
dc.contributor.author Ruissalo, Joona
dc.date.accessioned 2018-06-27T09:55:14Z
dc.date.available 2018-06-27T09:55:14Z
dc.date.issued 2018
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/32277
dc.description.abstract The aim of this study is to provide a more detailed view into how the interplay between human and computer manifests itself in contemporary information-intensive work processes, specifically in financial administration work. Literature about information-intensive work, distributed cognition, mindful and mindless action, and epistemic and pragmatic action are reviewed to provide a thorough understanding about the cognitive processes, physical actions, and data processing activities required to carry out work tasks and processes. This study follows qualitative case study and grounded theory methods for inductive theory-building, and uses semi-structured interviews and direct user observation as research data collection techniques. One of the Case Company X’s business units is examined in the empirical part of the study, which provides a view into information-intensive tasks and processes in financial administration shared service centre. Financial administration with its various rule-based tasks and processes is an ideal field of work to study, as new technologies such as robotic process automation and machine learning can be implemented effectively to the tasks and processes that follow to large extent certain step-by-step procedures. By analysing the gathered data, it made possible to characterise many common financial administration tasks with certain characteristic profiles. This allowed to identify in which tasks human labour can be augmented or substituted with automation, but also what are human agents’ areas of strength. As this study shows, automation tools can be best applied to tasks that involve mindless, rule-based processing of data and information. If such task is also considered to be in a support role and requiring merely pragmatic actions to carry out the tasks, it is even more potential candidate for automation. However, if a task calls for applying judgment mindfully, and also requires epistemic actions to perform it, then a human agent should carry out such task. Based on the existing literature and empirical findings, a framework is formed that illustrates contemporary information-intensive operations on a general level. These insights and findings provide a new theoretical base to expand on, and clarify for managers what is the best course of action to take when automating information-intensive tasks and processes. en
dc.format.extent 79 + 6
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.title Human-computer interaction and role allocation in information-intensive work processes: Robotic process automation in financial administration work en
dc.title Ihmisen ja koneen vuorovaikutus ja roolitus informatiivisen työn prosesseissa: Ohjelmistorobotiikka taloushallintotyössä fi
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Tieto- ja palvelujohtamisen laitos fi
dc.subject.keyword human-automation interaction en
dc.subject.keyword distributed cognition en
dc.subject.keyword mindful and mindless action en
dc.subject.keyword pragmatic and epistemic action en
dc.subject.keyword automation of information-intensive processes en
dc.subject.keyword robotic process automation en
dc.identifier.urn URN:NBN:fi:aalto-201806273686
dc.type.ontasot Master's thesis en
dc.type.ontasot Maisterin opinnäyte fi
dc.programme Information and Service Management (ISM) en
dc.subject.helecon tietotalous fi
dc.subject.helecon palvelut fi
dc.subject.helecon teknologia fi
dc.subject.helecon vuorovaikutus fi
dc.subject.helecon automaatio fi
dc.subject.helecon robotit fi
dc.subject.helecon tietotyö fi
dc.subject.helecon taloushallinto fi
dc.ethesisid 17197
dc.location P1 I fi

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