People & process dimensions of automation in business process management industry

Abstract

Business Process Management Industry has evolved through various operating models in the last two decades and has delivered immense value to the organizations across the globe by optimizing cost and providing knowledge based services. This industry is now at the cusp of digital transformation where organizations are experimenting with automation to drive digital services for the customers to gain quantum leap in efficiency. Robotics Process Automation is the current disruptive technology that Business Process Management companies are experimenting with their current processes but are seeing mixed results due to people and process factors that are critical for the successful deployment of automation. Research methodology includes inputs from relevant literature and case studies from organizations who have experimented with automation and research conducted by industry think tanks. It carefully investigates people and process aspects that impact automation initiatives from deployment perspective. Literature findings are further corroborated with empirical evidences through a likert 5 point scale survey taken by Project Managers and Users of automation. Survey is statistically validated and results are analysed to ascertain which are the most impactful causes that affect automation initiative. This research paper is focused on People and Process specific automation challenges with suggested solutions for Business Process Management organizations that are currently experimenting with automation for the smoother transition into the organization’s digital transformation initiatives.