‘Leanbotics’ Case – Exploring Inclusive Synergies Between Robotic Process Automation (RPA) and Process Improvement

Abstract

In the rapidly changing organizations, the importance of inclusive service design is growing, both for external relations and internal communities. In our case study, we explored the synergy between process improvement and automation for the inclusive digital transformation at a large Nordic organization. Merging the governance of Robotic Process Automation (RPA) and Continuous Improvement (CI) programme, by developing a ‘Leanbotics’ programme allowed for more efficient and engaging experience, by shifting the focus on including everyone in the community. The insights collected qualitatively from the key personnel taking part in the transition uncovered meaningful synergies in the novel value proposition of easily understandable and inclusive service design.