RPA Vendor Evaluation and Selection using AHP and Kano Model

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Aishwarya Banerjee, Shilpa Parkhi


Robotic Process Automation (RPA) as a technology has gained momentum due to the onset of Industry 4.0. RPA is considered to be the simplest forms of automation in which, typically, the human actions are mimicked without taking into account the complex judgements associated with it. Hence, RPA is deemed fit for the rule-based tasks which are highly repetitive, bulky and are error-prone. Traditionally, organizations looking to increase its operations efficiency improve workforce utilisation, turn to RPA. With the shift in working pattern enforced by COVID-19, RPA adoption is no more a luxury, but a necessity. In a short span of time, the number of RPA vendors, that is the developers and providers of RPA software have significantly increased and due to current demands of RPA, it is expected to grow further. This increase in choices makes the vendor selection part of any RPA Implementation Project highly complex and confusing. Keeping in mind the significance of the vendor selection process, various methods of RPA Vendor Selection have been previously proposed but it is still evolving along with the changing needs of the Businesses. This Research paper aims to propose a standard model using Kano Model and Analytic Hierarch Process (AHP) such that it can be customized during each new RPA implementation project without compromising on the basic structure and method for evaluation.

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