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Robotic process automation: strategic transformation lever for global business services?

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  • Willcocks, Leslie
  • Lacity, Mary
  • Craig, Andrew

Abstract

The case presents a series of dilemmas facing senior executives thinking through the potential application of robotic process automation (RPA) into a human resource (HR) function and global business service (GBS) operations. The executives are pointed to successful RPA implementation by business process service provider Xchanging, operating in the back office of the London insurance market. The teaching case focuses on what can be learned from that experience, and how their own RPA use may differ in HR and GBS contexts. The teaching case requires important decisions to be made about the business case for RPA and cognitive automation, the type of automation to be deployed, how to implement effectively in HR and GBS contexts, and whether to use RPA tactically or strategically, and if the latter, the implications of this decision. Students and practitioners will gain insight into the service automation landscape, RPA risks, challenges, and effective deployment, and will lean how to plan for (a) service automation strategy and building a mature automation capability, (b) mitigate the risks, and (c) progress launch, change management and detailed implementation in multiple business contexts.

Suggested Citation

  • Willcocks, Leslie & Lacity, Mary & Craig, Andrew, 2017. "Robotic process automation: strategic transformation lever for global business services?," LSE Research Online Documents on Economics 71146, London School of Economics and Political Science, LSE Library.
    • Handle: RePEc:ehl:lserod:71146
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    File URL: http://eprints.lse.ac.uk/71146/
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    Citations

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    Cited by:

    1. Julia Siderska, 2021. "The Adoption of Robotic Process Automation Technology to Ensure Business Processes during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(14), pages 1-20, July.
    2. Costa Diogo António da Silva & Mamede Henrique São & Mira da Silva Miguel, 2022. "Robotic Process Automation (RPA) Adoption: A Systematic Literature Review," Engineering Management in Production and Services, Sciendo, vol. 14(2), pages 1-12, June.
    3. Andrzej Sobczak & Leszek Ziora, 2021. "The Use of Robotic Process Automation (RPA) as an Element of Smart City Implementation: A Case Study of Electricity Billing Document Management at Bydgoszcz City Hall," Energies, MDPI, vol. 14(16), pages 1-22, August.
    4. Alexander Richter & Peter Heinrich & Alexander Stocker & Gerhard Schwabe, 2018. "Digital Work Design," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 60(3), pages 259-264, June.
    5. Lukasz Brzezinski, 2022. "Robotic Process Automation in Logistics – A Case Study of a Production Company," European Research Studies Journal, European Research Studies Journal, vol. 0(Special A), pages 307-315.
    6. Plattfaut, Ralf & Koch, Julian, 2021. "Preserving the legacy – Why do professional soccer clubs (not) adopt innovative process technologies? A grounded theory study," Journal of Business Research, Elsevier, vol. 136(C), pages 237-250.

    More about this item

    Keywords

    robotic process automation; strategy; automation risks; RPA implementation; global business services; human resources function; business process outsourcing;
    All these keywords.

    JEL classification:

    • N0 - Economic History - - General

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