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Perceived Effects of Robotic Process Automation on Work Tasks and Processes: A Study of an IT Company in the Republic of Serbia

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Title Perceived Effects of Robotic Process Automation on Work Tasks and Processes: A Study of an IT Company in the Republic of Serbia
 
Creator Nikolić, Jelena Lukić
 
Subject Business processes
Digital technology
Digitalization
IT industry
Job design
 
Description 1236-1245
This paper explores how robotic process automation affects work tasks and processes in an IT company in the Republic
of Serbia. The main motive of this paper is to contribute to a more comprehensive understanding of robotic process
automation in the workplace, particularly in emerging economies. The research was conducted during 2023 by examining
internal documentation and by conducting semi-structured interviews. Research results showed that almost 90% of all
respondents stated that their work tasks were rule-based, highly repetitive, with extensive manual labour and a high
probability of error. Consequently, they stated that their tasks were meaningless (87.5%), were bored at work (75%), and
believed their knowledge and skills were not being used to their full potential (87.5%).The results revealed that the primary
perceived advantages of robotic process automation in the IT company were the elimination of boring, repetitive, manual
tasks, and human errors. Employees also perceived that they would have more time to deal with customer requests, improve
overall customer service and experience, facilitate the implementation of software solutions, and provide new opportunities
at work while increasing their skills. This research offers a unique perspective on the implementation of robotic process
automation in an IT company. By examining work tasks, processes, and employee perceptions, the research provides
valuable insights into the potential benefits and challenges associated with robotic process automation. These findings have
practical implications for IT companies seeking to improve efficiency, enhance customer service, and foster a more
innovative work environment.
 
Date 2024-11-08T06:19:51Z
2024-11-08T06:19:51Z
2024-11
 
Type Article
 
Identifier 0022-4456 (Print); 0975-1084 (Online)
http://nopr.niscpr.res.in/handle/123456789/64836
https://doi.org/10.56042/jsir.v83i11.5466
 
Language en
 
Publisher NIScPR-CSIR, India
 
Source JSIR Vol.83(11) [November 2024]