Empirical Study of Robotic Process Automation: Implementation and Evaluation

Process automation has been shown to lead to significant improvements in efficiency across industries by automating certain tasks. Robotic process automation (RPA) is one such technology that is being widely implemented to gain a competitive advantage. RPA is a solution that utilizes both software and/or hardware to help humans perform specific tasks, which is currently being implemented widely around the world. To understand what could be automated and measure the impact of automation accurately, it is important to look at the domain of business process management to assess and model current processes and then identify the problem or bottlenecks that can be improved. Besides that, it is also important to measure the impact of the RPA implementation to ensure that it brings the intended benefit. In this paper, the authors present the RPA implementation case that begins with the analysis of the current business process followed by the design and development of the RPA solution. The case that is chosen to be automated takes place in the student service center in one higher education institution. Lastly, the performance analysis is presented to measure the success of RPA implementation.