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Introdução: - A tecnologia de RPA (Robotic Process Automation) é, nos dias de hoje, uma ferramenta utilizada para aumentar a produtividade e reduzir custos em procedimentos rotineiros, libertando assim recursos para outras atividades. Refere-se à capacidade de automação de processos e procedimentos através da programação de um robot, que pode interagir com uma ou mais aplicações informáticas/software seguindo os procedimentos que um utilizador executa. Objetivo – compreender o impacto da tecnologia de RPA nas organizações e analisar a aplicabilidade do Modelo de Governo de RPA nas empresas de serviços. Método – Para atingir os objetivos propostos, a presente dissertação foi realizada com o apoio da literatura científica e com a elaboração de um estudo de caso. A obtenção dos dados optou-se pelo uso de dois questionários via internet. A amostra selecionada envolveu colaboradores com e sem contacto direto a ferramenta de RPA. Resultados – Os inquiridos mostraram ter dificuldades principalmente na identificação de processos elegíveis a RPA, e falta de conhecimento sobre o respetivo tema. Conclusão – As melhorias sugeridas para o aumento da eficiência do modelo de governo de RPA relacionam-se à implementação de um modelo de apoio à decisão na elegibilidade de processos automatizáveis e melhorias relativamente aos procedimentos de comunicação interna e partilha de conhecimento.
Introduction - The RPA technology is, nowadays, a tool used to increase productivity and reduce costs in routine procedures, thus freeing up resources for other activities. It can automate processes and procedures through the programming of a robot, being able to interact with one or more computer applications/software following the procedures that a user performs. Objective - Understand the impact of RPA technology on activities and to analyze the applicability of the RPA Governance Model in service companies. Method - To achieve the proposed objectives, this dissertation was carried out with the support of scientific literature and with the preparation of a case study. Data collection was performed using two questionnaires via the Internet. The selected sample involved employees with and without direct contact with the RPA tool. Results - Respondents showed difficulties mainly in the identification of processes eligible for RPA, and lack of knowledge about the respective topic Conclusion - The suggested improvements to increase the efficiency of the RPA Governance Model are related to the implementation of a decision support model in the eligibility of automated processes and improvements in terms of internal communication and knowledge sharing procedures.
Introduction - The RPA technology is, nowadays, a tool used to increase productivity and reduce costs in routine procedures, thus freeing up resources for other activities. It can automate processes and procedures through the programming of a robot, being able to interact with one or more computer applications/software following the procedures that a user performs. Objective - Understand the impact of RPA technology on activities and to analyze the applicability of the RPA Governance Model in service companies. Method - To achieve the proposed objectives, this dissertation was carried out with the support of scientific literature and with the preparation of a case study. Data collection was performed using two questionnaires via the Internet. The selected sample involved employees with and without direct contact with the RPA tool. Results - Respondents showed difficulties mainly in the identification of processes eligible for RPA, and lack of knowledge about the respective topic Conclusion - The suggested improvements to increase the efficiency of the RPA Governance Model are related to the implementation of a decision support model in the eligibility of automated processes and improvements in terms of internal communication and knowledge sharing procedures.
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Robotic Process Automation (RPA) Processos elegíveis Modelo de governo Eligible processes Governance model