Robotic Process Automation in Conglomerate Organizations: Opportunities and Challenges from practitioners’ perspectives

Abstract: The bachelor’s thesis research focuses on Robotic Process Automation (RPA). The purpose was to explore the opportunities and challenges of the applications of RPA software in conglomerate organizations from the perspective of RPA practitioners. A qualitative study was conducted where the empirical data were collected through semi-structured interviews with five purposively selected RPA practitioners from different conglomerates and were analysed thematically to conclude to five themes that represent the research findings. The findings were then discussed with the literature review and the theory of change management to conclude to the research results. The opportunities and challenges experienced affect the applications of RPA software. Key factors are the size of the organization; the optimization and standardization of processes before implementing or using RPA; the consideration of RPA limitations, and the exploration of IPA. Further, by applying change management strategies; using clear communication around RPA benefits and challenges; and starting on a small scale will ameliorate resistance to change. The bachelor’s thesis research contributes to the information systems field by improving the understanding of the opportunities and challenges of RPA applications. It also contributes to RPA practitioners, conglomerate organizations, and other interested stakeholders to better understand the complexities involved in using RPA and to develop effective approaches for maximizing the respective benefits and minimizing the associated risks and challenges.