The perception of the management and lower-level employees of the impacts of using Robotic Process Automation: the case of a shared services company

Abstract

The increasing use of digital technologies has allowed organizations to improve their business processes, enhancing the productivity and efficiency of their operations. The implementation of Robotic Process Automation (RPA), a technology that allows replicating human actions in existing systems, given its benefits, can play an important role in achieving this goal, often referred as the digital transformation of organizations. However, the benefits of RPA implementation may not be perceived equally by managers, those responsible or that required its implementation, and lower-level employees. The work described in this paper aims not only to assess the perception that both groups have of the impacts of technology, but also to understand whether the use of robots by the employees of a shared services company positively influences their perception of the technology and whether it affects developments in additional robots in the future. A questionnaire, underpinned in a multidimensional evaluation model of the technology and given to all the company's employees, is used as the main research instrument, while results are analysed and interpreted using descriptive statistical techniques and hypothesis testing. We argue that this study may be an important contribution to the company for a better understanding of its employees' perception of RPA, allowing the tailoring of its future communication strategies to facilitate the acceptance of the technology and, thus, enhance the success and effectiveness of its implementation. Furthermore, the multidimensional evaluation model developed enhances the existing literature on the topic of RPA impacts, more specifically in terms of evaluating possible differences in perceptions between managers and other employees.