Robotic Process Automation, an Enabler for Shared Services Transformation
M.V.N. Naga Lakshmi1, T. Vijayakumar2, Y.V.N. Sai Sricharan3
1M.V.N. Naga Lakshmi, School of Management, SRM Institute of Science and Technology, Kattankulattur (Tamil Nadu), India.
2Dr. T. Vijayakumar, School of Management, SRM Institute of Science and Technology, Kattankulattur, (Tamil Nadu), India.
3Y. V. N. Sai Sricharan, Verizon Data Services India Limited, Hyderabad (Telangana), India.
Manuscript received on 07 April 2019 | Revised Manuscript received on 20 April 2019 | Manuscript published on 30 April 2019 | PP: 1882-1890 | Volume-8 Issue-6, April 2019 | Retrieval Number: F5088048619/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Technology has disrupted Shared Services like no other, creating a fundamental shift in the way Shared Services Centres operate. While cost and volume have always been at the core of Shared Services model, the value-adds of accuracy, analysis, consistency, speed, security and transparency brought in by technology, more specifically, automation have catapulted the positioning of Shared Services from that of a transactional unit to a strategic partner for organizations worldwide. The relatively lower cost of rapid deployment and higher potential for visible ROI make RPA an ideal technology choice and partner for organizations considering digital transformation. What is the research about? In the business context mentioned above, an empirical-analytical study was taken up to understand the role of automation in business transformation with a particular focus on Shared Services Organizations. How was the research conducted? Qualitative and quantitative research was conducted by administering a detailed questionnaire-based survey and interviews with survey respondents and experts in the Shared Services field. Based on the theoretical framework derived from related existing theories and content analysis of primary data derived from survey results and feedback from a broad range of C-suite leaders, group heads and managers across various Shared Service organizations of varying levels of maturity, the findings have been reported. Why is the research relevant? The originality of contribution of fact-based knowledge both to academia and industry in the field, imparts significance to the study. What are the key outcomes? The research results have reinforced the widely-held belief that technology is undoubtedly the greatest disruptor of Shared Services. Important findings include the identification of various options of technologies adopted by Shared Services Organizations to provide innovative solutions or meet their specific innovation needs on their path of/to transformation; key automation-specific benefits that organizations look for or already derived; top challenges encountered on the deployment of automation in organizations.
Keyword: Artificial Intelligence AI, Digital Transformation, Intelligent Automation IA, Robotic Process Automation RPA.
Scope of the Article: Aggregation, Integration, and Transformation.