The impact of robotic process automation on On-Demand Grocery Delivery companies

Abstract

This study examines the potential impact of Robotic Process Automation on On-Demand Grocery Delivery companies. Robotic Process Automation is a technology that performs if-then-else statements in order automate simple and repetitive tasks that are usually done by humans. On-Demand Grocery delivery companies mainly emerged during the Covid-19 pandemic and offer their customers the delivery of groceries to their homes within 10 to 30 minutes. Initially focusing on extreme growth and expansion their focus is now switching more towards profitability. Through a qualitative research based on 9 interviews with both RPA and On-Demand Grocery experts, as well as secondary data in form of academic articles and reports, this study aims to answer if RPA can help these companies. This study reveals that the level of digitization within these On-Demand Grocery Delivery companies is relatively low and therefore RPA in general can have a positive impact. This is true among different KPIs and in different business units of a On-Demand Grocery Delivery company. Nonetheless, the study also shows that the opinions between the two expert groups differ widely, both in terms of the impact on the KPIs as well as the impact on the different business units. Also, there are several aspects of On-Demand Grocery Delivery companies and their current processes that might complicate the implementation of RPA.

Date of Award	20 Oct 2022
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Peter V. Rajsingh (Supervisor)