This pioneering guide offers the first comprehensive analysis to Robotic Process Automation (RPA) risks as actually experienced and dealt with by organizations. The authors present analysis and findings from a two-year study. As more organizations adopt RPA, they find that best practice companies are able to gain a 'triple win' from RPA: a win for shareholders, a win for customers, and a win for employees. But while such results are impressive, they are far from guaranteed. Service automation, like all organizational initiatives, is fraught with risks that need to be mitigated. The RPA risk mitigation framework reveals the significantRPA risks, and identifies 30 key risk mitigation practices that the research found to be successful. Whether an organization is just beginning its RPA journey or has reached maturity, this definitive guide serves as a key source of knowledge.

About the Author

Dr. Mary C. Lacity is Curators' Distinguished Professor of Information Systems at the University of Missouri, St. Louis and Visiting Scholar at MIT Centre for Information Systems Research. She has held visiting positions at the London School of Economics, Washington University, and Oxford University. She has produced 25 books, most recently Service Automation, Robots and The Future of Work (2016) (with Leslie Willcocks). Dr. Lacity's publications have appeared in the Harvard Business Review, Sloan Management Review, IEEE Computer, MIS Quarterly, Communications of the ACM, and many other academic and practitioner outlets. Dr. Leslie P. Willcocks is Professor of Technology Work and Globalisation at the London School of Economics and Political Science. He has an international reputation for his work on global management, outsourcing, digital technologies and business, organizational change, and automation and the future of work. He has co-authored 54 books and 135 refereed papers in academic and practice journals such as the Harvard Business Review, MIT Sloan Management Review, MIS Quarterly, Journal of Management Studies and California Management Review.

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