Robotic Process Automation of office work: benefits, challenges and capability development

Abstract

Robotic Process Automation (RPA) is a new technology for automating business processes mainly in the office environment. It is raising much interest currently in organizations as it enables fast automation of processes expanding over several IT systems in an unprecedented way. Processes such as those usually performed in accounting are typically fit for automation with RPA. As a result, company finance functions and centralized shared services organizations are among the early adopters of this technology. This thesis examines the benefits and challenges associated with RPA adoption in organizations. Furthermore, the objective is also to explain what resources and capabilities are required to take advantage of RPA and how these capabilities develop in organizations.

This thesis approaches the research questions through a qualitative cross-sectional field study. Data was gathered by way of interviews in five large corporations based in Finland. A total of 10 interviews were conducted with 13 professionals possessing expertise either from finance or robotics. Almost all of the interviewees were in a management position in their respective companies. The theoretical base of this study is drawn from the literature on business process management, as well as from the strategic management research stream on (dynamic) capabilities.

The findings suggest largely similar benefits and challenges of RPA adoption as those already suggested in the few earlier studies on RPA. However, this study deepens the analysis and discussion on the benefits and challenges providing insights into their interrelations. From a capabilities perspective, a contribution to earlier research is made by discussing the constructs of the dynamic capabilities framework in an empirical field study setting, grounding the framework more solidly in business practice.