The Assessment Model of Robotic Process Automation (RPA) Project Using Benefit Study and Balanced Scorecard (BSC) Approach

Abstract

Assessing Robotic Process Automation (RPA) projects is challenging, especially for small and medium-sized enterprises (SMEs) with limited resources. The most common approach, cost-benefit analysis, measures the financial success of a project, but it does not capture all RPA benefits, which can lead to erroneous decisions about starting, continuing, delaying, or stopping an RPA project. This research presents a novel RPA project assessment model that combines a benefits approach with the balanced scorecard (BSC) framework. The model identifies RPA benefits from the scientific literature and classifies them into four BSC indicators: financial, business process improvement, customer satisfaction, and learning and development. SMEs can easily use the model by comparing expected and actual benefits to make quick and holistic decisions. The model's simplicity, ease of use, and ability to reveal both monetary and non-monetary RPA benefits make it a valuable tool for SMEs.