Title: Developing a research design for assessing automation potential of tasks in processes - a recommended approach

Authors: Pooja Sharma; Nayantara Padhi

Addresses: Tata Consultancy Services Ltd., 3rd and 11th, 2nd to 4th and 11th floor, Tower B and Tower C Building, No. 6 Sector 24 and 25 A, DLF Cyber City, Gurugram, Haryana 122002, India ' School of Management Studies, IGNOU, New Delhi, India

Abstract: Intelligent automation is impacting work in service industries like banking and financial services in ways not seen before. However, currently there is a paucity of academic research benchmarks on how to assess automation potential of work in these industries. This article deals with the research design and construction of research tools from the perspective of tasks constituting processes. The article uses the banking industry as a case in point to develop a generic approach with the objective of conducting task analysis and estimation of automation potential of a task, process and eventually a job. The approach leverages standardised definitions which can be extended to other industries with minor modifications. This presents a path-breaking blueprint of conducting academic research in the area of future of work.

Keywords: tools and techniques; research approach; intelligent automation; task analysis; future of work.

DOI: 10.1504/IJPMB.2021.116629

International Journal of Process Management and Benchmarking, 2021 Vol.11 No.4, pp.478 - 497

Received: 07 Apr 2019
Accepted: 17 May 2019

Published online: 28 Jul 2021 *

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