Dimensions of Automaton Deployment in Business Process Management Industry in India

Abstract

Business Process Management Industry has evolved through various newlineautomation technologies in the past to ease bulk and tedious processes work to newlineremove robotic work out of humans. The quest for more advanced automation newlinetechnologies with more features to automate the end-to-end process kept newlinegrowing with time to leverage efficiencies and speed for the digital era. This newlineneed gave rise to a few unicorn companies to emerge with new-age newlinetechnologies called Robotic Process Automation to help automate business newlineprocesses. Robotic Process Automation is currently being experimented newlinevigorously but experiencing mixed results that do not look encouraging. This newlineresearch is an attempt to decipher various dimensions of automation from the newlineperspective of its successful deployment in the Business Process Management newlineIndustry. Research Model to study the success dimensions of automation is adapted newlinefrom Harold J. Leavitt s (1964) diamond model as it is a system of explaining newlinethe critical success factors for organizational change and the Automation newlinerevolution is the most disruptive change that BPM industry is facing in current newlinetimes. The various underlying factors grouped under the dimensions of People, newlineProcess and Technology is weighed against the three success metrics of newlineAutomation which are Operational Success, Return on Investment and newlineCustomer Satisfaction.The various automation factors discovered through literature reviews and newlinefocused group discussions with automation users in the BPM industry were newlineput through a pilot survey to identify significant factors that are further newlineblended with additional factors based on RPA leadership factors envisioned by newlineGartner, Forrester and HfS Research for the final study. The final study is empirically validated using Hypothesis Test (ANOVA) and newlineLinear Regression individually as well as a group (Stepwise Regression) to newlineidentify factors that are statistically significant and have a positive Regression fit to establish a causal relationship with the success factors.