definitions of TQM are still diverse, TQM is basically
known for improving effectiveness, flexibility, efficiency, and


this report, we observe how Robotic Process Automation (RPA) is being deployed
on shared service organizations. RPA is becoming more in trend to support this
great business philosophy – TQM and achieve overall efficiency of business
operations and business benefits.


The term “Robotic Process Automation” (RPA) may suggests
visions of physical robots wandering around offices doing the job of humans. In
fact, the term really means automation of service tasks. While automation or enabling
technologies such as standard Enterprise Resource Planning (ERP) packages and self-service
portals have long been deployed in Shared Service Organizations (SSO), RPA is
actually a new breed of configuring software that replaces jobs once performed
by human. In a study conducted by Prof. Mary Lacity and Prof. Leslie Willcocks in
2016, the early adopters of RPA have achieved multi-layer of business results
from deploying RPA, including FTE savings, doing more work with fewer
resources, increased service quality (as robots execute exactly as configured
to do so), increased service delivery speed, and more satisfied employees
because their jobs are refocused to more interesting tasks requiring judgment,
empathy and social interactions. Gina Schaefer,
Managing Director of Deloitte Consulting LLP, also cited a similar stand – RPA
helps automate processes of repetitive, manual tasks and monotonous for humans
and cumbersome for businesses. This allows early adopters in service delivery or
SSO to achieve cost efficiencies and create more nimble and competitive businesses.

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According to Prof. Willcocks, there are 3
distinctive features that set RPA apart from other existing automation tools like
Business Process Management (BPM), scripting and screen scraping which will be
covered in this report: 1. RPA is easy to configure, so developers don’t need
programming skills; 2. RPA software is non-invasive; 3. RPA is enterprise-safe


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