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Description
RPA is a new approach to automating processes that has gained momentum in recent years. Research and vendors highlight potential benefits of RPA, such as increased efficiency, quality, cost reduction, and higher customer and employee satisfaction. However, as interest in RPA grows, so does the need to demonstrate its benefits, which in turn requires a suitable toolbox of metrics, indicators, and evaluation methods. To the best of our knowledge, an overview of RPA benefit assessment possibilities is lacking. In this paper, we identify 62 distinct metrics/indicators and ten evaluation methods used for assessing RPA benefits. Our results show that efficiency- and cost-related performance indicators prevail in the scientific literature. In terms of evaluation methods, most contributions do not mention any specific method for RPA benefit assessment. Our findings serve practitioners and researchers with an overview of the current possibilities for a realistic RPA benefit assessment and a corresponding research agenda.
Recommended Citation
Meironke, Anja and Kuehnel, Stephan, "How to Measure RPA's Benefits? A Review on Metrics, Indicators, and Evaluation Methods of RPA Benefit Assessment" (2022). Wirtschaftsinformatik 2022 Proceedings. 5.
https://aisel.aisnet.org/wi2022/bpm/bpm/5
How to Measure RPA's Benefits? A Review on Metrics, Indicators, and Evaluation Methods of RPA Benefit Assessment
RPA is a new approach to automating processes that has gained momentum in recent years. Research and vendors highlight potential benefits of RPA, such as increased efficiency, quality, cost reduction, and higher customer and employee satisfaction. However, as interest in RPA grows, so does the need to demonstrate its benefits, which in turn requires a suitable toolbox of metrics, indicators, and evaluation methods. To the best of our knowledge, an overview of RPA benefit assessment possibilities is lacking. In this paper, we identify 62 distinct metrics/indicators and ten evaluation methods used for assessing RPA benefits. Our results show that efficiency- and cost-related performance indicators prevail in the scientific literature. In terms of evaluation methods, most contributions do not mention any specific method for RPA benefit assessment. Our findings serve practitioners and researchers with an overview of the current possibilities for a realistic RPA benefit assessment and a corresponding research agenda.