Robotic Process Automation: A New Enabler for Digital Transformation and Operational Excellence

Objectives: Due to the explosive growth of the internet, mobile applications, machine learning, and new information technologies, new management methods that do not require face-to-face contact are spreading rapidly. Innovative approaches to process automation are needed in the era of the coronavirus disease 2019 (COVID-19) pandemic, and firms are actively adopting and implementing solutions such as robotic process automation (RPA) to increase their operational excellence. The objective of this study is to address state-of-the-art use cases of RPA by IBM Korea to determine key factors related to successful RPA implementation. Methods: Multiple case study methods and triangulation of findings were used. This study examined several cases in which RPA was implemented and proposed an analytical framework for RPA. Results: This article described IBM’s RPA usage strategies to accelerate business process management and examined four cases of RPA implementation by client firms of IBM in South Korea. This case study found that IBM’s RPA solutions positively affected the client firms’ performance, suggesting that solutions like RPA could be essential for firms’ survival due to the benefits of process automation. Conclusions: Solutions using RPA can both reduce labor costs and improve the operational excellence of firms’ internal processes. Due to the COVID-19 pandemic, process automation is increasingly essential. Practical issues such as change management and shadow work caused by process automation are discussed.