A carregar...
Publicação
Contributos para a conceção de uma Framework de implementação de Robotic Process Automation numa instituição financeira: estudo de caso
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 2.29 MB | Adobe PDF |
Orientador(es)
Resumo(s)
Nos últimos anos, o setor financeiro tem sofrido profundas alterações a nível global, por influência
do seu mercado envolvente, como o contexto macroeconómico, as pressões concorrenciais e as cres centes exigências dos clientes. Simultaneamente, este está sujeito às alterações que advém de condi cionantes internas, como a complexidade e a pressão regulatória inerentes aos processos de negócio,
a descentralização das atividades e a rigidez dos seus modelos de gestão. Estas alterações têm atuado
como estímulos, obrigando as instituições financeiras a reavaliar os seus planos estratégicos num con texto de promoção da excelência operacional e melhoria da qualidade dos serviços prestados.
Com o potencial de integrar os fluxos informacionais entre as diversas aplicações revolucionando
os atuais modelos de negócios do setor, o Robotic Process Automation (RPA) tem sido muito procurado
pelas organizações que ambicionam restruturar as suas operações, no âmbito de projetos de transfor mação digital. Contudo, uma implementação incorreta de uma tecnologia de carácter disruptivo, a di versos níveis da organização, poderá suscitar novos desafios e adversidades, inclusive, comprometer
a sustentabilidade de estratégia corporativa delineada através da geração de custos de transformação
em vez de capturar os benefícios. Constatou-se, com base na revisão da literatura, que as frameworks
propostas na literatura para uma implementação de RPA são na sua generalidade, desenvolvidas numa
ótica dos processos de negócio. Contudo, não é avaliada a relevância de outros fatores e dimensões
de análise, considerados significativos para uma implementação de sucesso das organizações.
A presente dissertação propõe uma primeira iniciativa da framework que permite avaliar os fato res fundamentais para uma implementação de sucesso da tecnologia RPA, tendo sido baseada numa
revisão bibliográfica relativa à temática da implementação de tecnologias de informação a diversos
níveis da organização. Foram definidas três dimensões para a framework proposta, a nível da gestão,
da organização e da tecnologia. Para cada uma das dimensões, foram reunidos e caracterizados os
diversos fatores propostos para uma implementação de sucesso da tecnologia, tanto numa perspetiva
individual, como relacional. Adicionalmente, realça-se que não é o objetivo desta dissertação definir as
dimensões finais necessárias a uma implementação, mas sim, propor um ponto de partida para essa
mesma exploração.
Por fim, procedeu-se à aplicação da framework no contexto real de uma instituição financeira,
sob a forma de estudo de caso, com o intuito de explorar e analisar as diferentes dimensões e fatores
propostos pela framework desenvolvida, para uma implementação de sucesso da tecnologia RPA,
quando aplicada na área de operações.
In recent years, the banking sector has undergone profound changes globally, due to the influ-ence of the market environment, such as the macroeconomic context, competitive pressures, and the growing demands of customers. At the same time, it is subject to changes that arise from internal con-straints, such as the complexity and bureaucracy inherent in business processes, the decentralizationof activities, and the rigidity of its management models. These changes have actedas stimulus, forcing financial institutions to reassess their strategic plans in the context of promoting operational excellence and improving the quality of services provided.With the potential tointegratethe information streams between applications,revolutionizingthe current business models in the sector, Robotic Process Automation (RPA) has been highly sought after by organizations that aim to restructure their operations, within the scope of digital transformation pro-jects. However, incorrect implementation of disruptive technology, at different levels of the organization, may raise new challenges and adversities, including compromising the sustainability of the corporate strategy outlinedby generating transformation costs instead of capturing benefits. It was found, based on the literature review, that the frameworks proposed in the literature for an RPA implementation are, in general, developed from abusiness process perspective. However, the relevance of other factors and dimensions of analysis is not evaluated, considered significant, for a successful implementation of organizations.This dissertation proposes afirst approach of theframeworkthat allows the assessment of the fundamental factors for a successful implementation of RPA technology, having been based on a bibli-ographic review on the theme of the implementation of information technologies at different levels of the organization. Three dimensions were defined for the proposed framework, in terms of management, organization, and technology. For each of the dimensions, the various factors proposed for a successful implementation of the technology were brought together and characterized, bothfrom an individual and a relational perspective. Additionally, it is emphasized that it is not the objective of this dissertation to define the final dimensions necessary for an implementation, but rather, to propose a starting point for that same exploration.Finally, the frameworkwas applied in the real context of a financialinstitution, in the form of a case study, in order to explore and analyze the different dimensions and factors proposed by the devel-oped framework, for an implementation of successof RPA technology, when applied to the area of operations.
In recent years, the banking sector has undergone profound changes globally, due to the influ-ence of the market environment, such as the macroeconomic context, competitive pressures, and the growing demands of customers. At the same time, it is subject to changes that arise from internal con-straints, such as the complexity and bureaucracy inherent in business processes, the decentralizationof activities, and the rigidity of its management models. These changes have actedas stimulus, forcing financial institutions to reassess their strategic plans in the context of promoting operational excellence and improving the quality of services provided.With the potential tointegratethe information streams between applications,revolutionizingthe current business models in the sector, Robotic Process Automation (RPA) has been highly sought after by organizations that aim to restructure their operations, within the scope of digital transformation pro-jects. However, incorrect implementation of disruptive technology, at different levels of the organization, may raise new challenges and adversities, including compromising the sustainability of the corporate strategy outlinedby generating transformation costs instead of capturing benefits. It was found, based on the literature review, that the frameworks proposed in the literature for an RPA implementation are, in general, developed from abusiness process perspective. However, the relevance of other factors and dimensions of analysis is not evaluated, considered significant, for a successful implementation of organizations.This dissertation proposes afirst approach of theframeworkthat allows the assessment of the fundamental factors for a successful implementation of RPA technology, having been based on a bibli-ographic review on the theme of the implementation of information technologies at different levels of the organization. Three dimensions were defined for the proposed framework, in terms of management, organization, and technology. For each of the dimensions, the various factors proposed for a successful implementation of the technology were brought together and characterized, bothfrom an individual and a relational perspective. Additionally, it is emphasized that it is not the objective of this dissertation to define the final dimensions necessary for an implementation, but rather, to propose a starting point for that same exploration.Finally, the frameworkwas applied in the real context of a financialinstitution, in the form of a case study, in order to explore and analyze the different dimensions and factors proposed by the devel-oped framework, for an implementation of successof RPA technology, when applied to the area of operations.
Descrição
Palavras-chave
Robotic Process Automation (RPA) framework setor financeiro sistemas e tecnologias de informação implementação