Best Practices in Robotic Process Automation in Global Business Services.

Abstract

This paper describes the concept of a novel research planned to be carried out in global business services (GBS)/shared services centers (SSC) in Poland. The principal objective of this research is to determine best practices in applying robotic process automation (RPA) to finance and accounting (F&A) processes in GBS/SSC. The research is structured into 3 tasks, while the methods to be applied entail: a pilot study conducted as free interviews with professionals at SSC, the main study involving semi-structured interviews with professionals in SSC, and formulating the recommendations as to the best practices in the RPA application for F&A processes. For the sake of achieving the primary objective, the following methods are adopted: an expert approach with the free-form and semi-structured personal interviews, and comparative analysis obtained information, synthesis, deduction and process modelling. The results of the preliminary pilot study at an SSC of a global corporation are also presented.