The implementation of Robotic Process Automation (RPA) technology and its impact on efficiencies of organizational business processes

Ngoboh, Timi (2023) The implementation of Robotic Process Automation (RPA) technology and its impact on efficiencies of organizational business processes. Doctor of Business Administration thesis, University of Liverpool.

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Abstract

I was tasked with setting up and managing a new Robotic Process Automation (RPA) and Intelligent Automation team that will implement Robotic Process Automation in our Credit Cards business unit in my organization, one of the major banks in the United States. The goal was to use RPA and the infusion of Artificial Intelligence to automate the multitude of operations processes that were currently worked manually by employees, to reduces cost, eliminate, or minimize risks and improve the effectiveness and efficiencies of the processes and impact on the organizational performance. Robotic Process Automation is a technology that uses software to build Robots that emulate human activity in interacting with digital systems and computer applications. To help me better understand how RPA can impact the efficiencies of processes, I decided to focus my research on the research question: Has the implementation of RPA and AI improved efficiencies in the business processes in my organization? Research Approach Upon completing a literature review and gaining a good understanding of existing knowledge on my research topic, I conducted a qualitative research and utilized a Participatory Action Research (PAR) approach with participants within the organization that were native to the process and case study. I collaborated with the participants to address the research question in which numerous iterations resulted in the findings of determinants and measurements that impacted the efficiency of the process in the case study and research. Findings The research found numerous determinants and measurements that conclusively demonstrated that Robotic Process Automation and the infusion of Artificial Intelligence improved organizational processes. Several determinants and measurements that were found in the case study were consistent with the literature, including, FTE (Full time Effort), cost reduction, faster processing time, risk reduction and improved quality of the process. While new determinants and measurements were found in the study such as bot maintenance and bot availability and fixes. Implications As a result of the findings that the determinants and measurements showed that RPA improved the efficiencies of processes, there were implications to the organization in that the RPA brought a change to the organization that is enabled by RPA and AI Information Technology (Brannick & Coghlan, 2007), which changes the way it operates with organizational processes, including companywide RPA expansion and bots and humans collaborating, which is also a change to organizational culture. There were also implications to organizational practice with the knowledge gained from the Participatory Action Research going forward. The PAR also impacted my professional practice in that I gained knowledge and experience that positively changed my mindset as a scholar-practitioner in my daily decision making and practice.

Item Type:	Thesis (Doctor of Business Administration)
Divisions:	Faculty of Humanities and Social Sciences > School of Management
Depositing User:	Symplectic Admin
Date Deposited:	30 Jan 2024 14:14
Last Modified:	30 Jan 2024 14:14
DOI:	10.17638/03173752
Supervisors:	Sarma, Meera Ellwood, Paul
URI:	https://livrepository.liverpool.ac.uk/id/eprint/3173752