University of Twente Student Theses
A Design Science Approach to Predicting RPA Implementation Outcomes in SME Freight Forwarding
Ostroga, D.A. (2025) A Design Science Approach to Predicting RPA Implementation Outcomes in SME Freight Forwarding.
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| Abstract: | This thesis presents the development and evaluation of a predictive model to assess the feasibility and expected outcomes of Robotic Process Automation (RPA) implementations in small and medium-sized freight forwarding companies. Using a design science research approach, the model was iteratively constructed through a systematic literature review, expert interviews, and a case study. The revised model captures key dimensions such as process efficiency, cost reduction, error minimization, and organizational readiness. Its applicability was validated through the implementation of an RPA solution in a micro-sized freight forwarder, where a manual invoicing process was automated. The case demonstrated substantial efficiency gains, including a 72 percent reduction in weekly process time and over 99 percent reduction in time per invoice, at a fraction of the cost of manual labour. The findings confirm that even resource-constrained logistics SMEs can achieve measurable returns from lightweight RPA projects. The model serves both as a design guide and a tool for ex-ante and ex-post evaluation, contributing to theory on automation feasibility and offering practical value to decision-makers in similar organizational settings. |
| 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: | https://purl.utwente.nl/essays/106509 |
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