Sader, Mohamed2024-07-312024-07-312023Sader, Mohamed. (2023). Robotics process automation implementation in a large South African insurer [Master’s dissertation, University of the Witwatersrand, Johannesburg]. WireDSpace. https://hdl.handle.net/10539/39922https://hdl.handle.net/10539/39922A research report submitted in partial fulfillment of the requirements for the degree of Master of Management in the field of Digital Business to the Faculty of Commerce, Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2023Objective This report examines the direct and indirect impacts of robotic process automation (RPA) at Insurer X, a South African insurance company. The study will synthesize the results and key learnings into a roadmap for the successful implementation of RPA in other South African organizations and industries. The study also aims to contribute to the RPA body of knowledge and provides a platform for other researchers to build on. The study followed an inductive thematic approach to data analysis. Methodology This report is a qualitative case study design where the primary data collection method is semi-structured in-depth virtual interviews. Participants (Insurer X employees and an industry expert) were selected using a combination of purposive and convenience sampling to ensure knowledge of RPA and involvement in the project at Insurer X. This also ensured gender and role diversity and rich industry and RPA experience. Results and conclusion Nine participants were interviewed. The results indicate that RPA, directly and indirectly, benefited Insurer X across multiple areas, and these impacts are significant and, to a large extent, known; however, the indirect impact is unmeasured and not attributed to RPA. Twelve themes emerged when investigating critical success factors, learnings, and noteworthy barriers. These themes are synthesized into a roadmap for successful implementation. Implications for theory and practice The findings establish that significant direct benefits are achievable for insurance organizations wanting to pursue RPA in South Africa. There are also indirect benefits associated with RPA that can be measured if organisations are more deliberate upfront. There are key factors, learnings, and barriers that, if iii appropriately navigated from the start can increase the likelihood of success and the benefits achieveden© 2023 University of the Witwatersrand, Johannesburg. All rights reserved. The copyright in this work vests in the University of the Witwatersrand, Johannesburg. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of University of the Witwatersrand, Johannesburg.Robotics process automationSouth AfricaFinancial servicesInsuranceBenefitsFinancial impactRoadmapImplementationUCTDSDG-9: Industry, innovation and infrastructureDissertationUniversity of the Witwatersrand, Johannesburg