Abstract
The COVID-19 pandemic has altered many organizations' operations management and accelerated the failure of those without resilient supply chains. It has greatly accelerated organizations' adoption of digital technologies and digital transformation. Digital technologies such as robotic process automation (RPA) play important roles in companies' operations-management activities and digital supply-chain transformation in the COVID-19 era. However, empirical research on RPA implementation in supply chains remains scarce. To fill this research gap, this case study was conducted to examine a global retail company's RPA implementation initiative to enhance its digital supply-chain capabilities. The authors examined three key project phases: pre-implementation, implementation, and post-implementation. They identified patterns of managerial practices and challenges related to digital technology implementation. The findings could help other organizations understand the most important issues to be addressed when seeking to implement RPA for operations activities and supply-chain processes.
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