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Implementation of Robotic Process Automation (RPA): a qualitative case study into the way organizational actors give and make sense of the implementation process.

Taşdoğan, Mehmet E. (2021) Implementation of Robotic Process Automation (RPA): a qualitative case study into the way organizational actors give and make sense of the implementation process.

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Abstract:The purpose of this research is to understand how RPA implementation unfolds by exploring the way organizational actors give and make sense of RPA during the implementation process through the sensemaking lens. This research is conducted as a qualitative case study at a financial services firm in The Netherlands. Data collection was realized using a qualitative approach through semi-structured interviews and questionnaires with open-ended questions, resulting in 42 respondents. The findings provide valuable insights on how sensemaking and sensegiving efforts by organizational actors unfold the way RPA is implemented at the case study organization. By linking the sensemaking lens with the Normalization Process Theory (NPT), It is found that the sensemaking and sensegiving practices while implementing RPA through the four dimensions (coherence, cognitive participation, collective action, reflexive monitoring) are occurring concurrently. This study demonstrates various sensemaking and sensegiving efforts by organizational actors that were important to stimulate the implementation of RPA. Some of the key insights of this study is the way organizational actors gave and made sense of RPA during the implementation process by personification of RPA, the bottom-up sensegiving approach, promotion of RPA by celebrating successes, and the integration of Lean management with RPA implementation.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/85485
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