Development of a Generalized Decision Framework for the Evaluation of Business Process Automation Platforms

This study proposes a comprehensive decision framework for evaluating Business Process Automation (BPA) platforms, addressing the complexity of selecting tools that align with diverse organizational needs. The framework combines the Fuzzy Delphi Method (FDM) for refining selection criteria and the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) for prioritizing them. Expert input from multiple industries ensured the framework’s robustness and applicability. Key findings highlight Security and Compliance as the highest-ranked criteria, followed by Scalability, Reliability, and Usability. The research also emphasizes the importance of Interoperability, Cost-Effectiveness, and Vendor Support. Beyond serving as a methodology for BPA tool evaluation, the framework provides actionable insights that organizations can adopt directly, offering dual utility as both a structured decision-making approach and a practical resource. By systematically addressing criteria weighting and evaluation, this framework ensures improved alignment with strategic objectives and reduced implementation risks, bridging the gap in structured decision-making for BPA tool evaluation.