Performance Analysis Method for Robotic Process Automation

Recent studies show that decision making in Business Process Management (BPM) and incorporating sustainability in business is vital for service innovation within a company. Likewise, it is also possible to save time and money in an automated, intelligent and sustainable way. Robotic Process Automation (RPA) is one solution that can help businesses improve their BPM and sustainability practices through digital transformation. However, deciding which processes to automate with RPA technology can be complex. Consequently, this paper presents a model for selecting indicators to determine the profitability of shifting to RPA in selected business processes. The method used in this work is the Performance Analysis Method, which allows for predicting which processes could be replaced by RPA to save time and money in a service workflow. The Performance Analysis Method consists of collecting data on the speed and efficiency of a business process and then using that data to develop discrete event simulations to estimate the cost of automating parts of that process. A case study using this model is presented, using business process data from an international utility company as input to the discrete event simulation. The model used in this study predicts that this Electric Utility Company (EUC) will save a substantial amount of money if it implements RPA in its call center.