The impact of performance communication on process efficiency

: a RPA implementation project

Abstract

How can you use an effective and reproducible process to incentivise executives of one of Portugal's largest companies to prioritise a repetitive task? This question led to our main goal of the project, which is documented in the following and supported by fundamental literature research, how to design and implement effective performance-based communication through the technological mapping of Robotic Process Automation. The problem of the Master Thesis was brought to the author's attention by the research partnership of the Portuguese Postal Service CTT with the Catolica Lisbon School of Business and Economics and was attempted to be solved in an implementation project with the help of the already existing RPA capabilitiesof CTT. In a first step, the processes affected by the problem were documented and subsequently restructured with the help of the CTT project management framework in order to integrate them into the architecture of the organisation using the RPA technology. In order to solve the problem of incentivising higher prioritisation of the task, the nudging method of communication was identified. By applying this, personalised ranking-based notifications were sent to solve the problem. In summary, the underlying work should provide the reader with documentation to apply the described process in a replicable way to comparable problems.

Date of Award	27 Jan 2023
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Laura Wagner (Supervisor)