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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

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

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2023

Kód důvěrnosti údajů

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

Název periodika

Information Systems and E-Business Management

ISSN

1617-9846

e-ISSN

1617-9854

Svazek periodika

21

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

DE - Spolková republika Německo

Počet stran výsledku

45

Strana od-do

277-321

Kód UT WoS článku

000906086700001

EID výsledku v databázi Scopus

2-s2.0-85145169355