Benefits and challenges in robotic process automation A case study in DHL Global Forwarding (M) Sdn Bhd Malaysia

Mohd Rosli, Akmal Saufi (2023) Benefits and challenges in robotic process automation A case study in DHL Global Forwarding (M) Sdn Bhd Malaysia. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

An examination of the literature that has come before on the same topic is offered here. Robotic process automation (RPA) is a method for completing repetitive business processes without the need for human intervention. Researchers have also published previous papers proposing solutions to help the logistics and supply chain industries deal with the challenges brought by RPA. In this research, there were three things that have been figured out: The benefits of implementation of RPA, Challenges of RPA, and technology acceptance among DHL Global forwarding (M) Sdn Bhd Malaysia employees. The goals of this study were attained by the development and testing of enlarged research questions. DHL Global Forwarding (M) Sdn Bhd Malaysia. Bhd. undertook a review of the framework which is Technology Acceptance Model (TAM) to evaluate the qualitative methods to deal with the benefits and drawbacks of their current situation. Three workers of DHL Global Forwarding (M) Sdn Bhd in Malaysia were interviewed to provide the bulk of the study's main data. This study employs a qualitative approach to research. Using the descriptive approach as a study design, the researcher crafts questions for respondents to answer in an interview. The researcher founded the benefits of implementation RPA which are to increase better customer experience, increase in productivity, increase efficiency, reduced errors, and better data analytic and for the challenges are lack of knowledge and experiences, technical support, and computer anxiety. Lastly, the researcher believes that robotic process automation brings positive impact towards DHL Global Forwarding (M) Sdn Bhd Malaysia.

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