Performance evaluation regarding the implementation of robotic process automation: A proposed maturity model

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Abstract

This paper aims to provide a maturity model for robotic process automation (RPA) to facilitate the assessment of Swiss service organizations in regard to their RPA readiness. The examination of existing literature suggests initial requirements for a new RPA maturity model, which is complemented with insights from eight interviews with RPA experts from Swiss service providers. By applying a qualitative content analysis, this research approach raises a variety of elements concerning organizational structure, RPA goals, process handling, culture, and technology with significant influence on RPA success. Combining this practical evidence with theoretical principles results in an RPA maturity model with 15 elements, pertaining to the four defined categories organization, education, technology, and process and data. By reaching initial, integrated, or optimized maturity, the model does not only assess the current state of specific elements but also suggests potential room for improvement. A general applicability of the RPA maturity model is not yet given due to its qualitative research approach and therefore requires further validation. Reaching from end user level to upper management, the RPA maturity model enables a facilitated but important assessment of RPA use when considering its implementation or improvement, even before consulting any external partners. Adding to a very limited selection of existing RPA maturity models, this study now provides an organizationally far-reaching, theoretically profound, and easily applicable tool to support the implementation or adaptation of RPA use.

Keywords: Robotic Process Automation, RPA, Maturity Model, Maturity, Automation, Service Companies, Business Process Management

Authors’ individual contribution: Conceptualization — T.R. and S.M.; Methodology — T.R. and S.M.; Software — S.M.; Validation — T.R.; Investigation — T.R. and S.M.; Writing — S.M.; Visualization — S.M.; Supervision — T.R.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: D24, L86, M15, 032, 033

Received: 13.10.2023
Accepted: 26.12.2023
Published online: 28.12.2023

How to cite this paper: Rautenstrauch, T., & Moser, S. (2023). Performance evaluation regarding the implementation of robotic process automation: A proposed maturity model. Business Performance Review, 1(2), 34–47. https://doi.org/10.22495/bprv1i2p3