The Performance Assessment Framework (PPAFR) for RPA Implementation in a Loan Application Process using Process Mining

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F23%3AA0000382" target="_blank" >RIV/47813059:19520/23:A0000382 - isvavai.cz</a>

Result on the web

<a href="http://link.springer.com/article/10.1007/s10257-022-00602-2#citeas" target="_blank" >http://link.springer.com/article/10.1007/s10257-022-00602-2#citeas</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1007/s10257-022-00602-2" target="_blank" >10.1007/s10257-022-00602-2</a>

Result language

angličtina

Original language name

The Performance Assessment Framework (PPAFR) for RPA Implementation in a Loan Application Process using Process Mining

Original language description

When a company decides to automate its business processes by means of RPA (Robotic Process Automation), there are two fundamental questions that need to be answered. Firstly, what activities should the company automate and what characteristics make them suitable for RPA. The aim of the presented research is to design and demonstrate a data-driven performance framework assessing the impact of RPA implementation using process mining (PPAFR). Firstly, we comment on and summarise existing trends in process mining and RPA. Secondly, we describe research objectives and methods following the Design Science Research Methodology. Then, we identify critical factors for RPA implementation and design process stages of PPAFR. We demonstrate the design on real data from a loan application process. The demonstration consists of a process discovery using process mining methods, process analysis, and process simulation with assessment of RPA candidates. Based on the research results, a redesign of the process is proposed with emphasis on RPA implementation. Finally, we discuss the usefulness of PPAFR by helping companies to identify potentially suitable activities for RPA implementation and not overestimating potential gains. Obtained results show that within the loan application process, waiting times are the main causes of extended cases. If the waiting times are generated internally, it will be much easier for the company to address them. If the automation is focused mainly on processing times, the impact of automation on the overall performance of the process is insignificant or very low. Moreover, the research identified several characteristics which have to be considered when implementing RPA due to the impact on the overall performance of the process.

Czech name

—

Czech description

—

Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

—

OECD FORD branch

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2023

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Information Systems and E-Business Management

ISSN

1617-9846

e-ISSN

1617-9854

Volume of the periodical

21

Issue of the periodical within the volume

2

Country of publishing house

DE - GERMANY

Number of pages

45

Pages from-to

277-321

UT code for WoS article

000906086700001

EID of the result in the Scopus database

2-s2.0-85145169355