Erwan Nugraha, Maya Irjayanti

Effectiveness and Efficiency of the Application of Robotic Process Automation

Introduction

Effectiveness and efficiency of the application of robotic process automation . Evaluate RPA effectiveness & efficiency in Indonesian State-Owned Logistics, analyzing shipment handling before & after implementation, addressing errors & improving customer satisfaction.

Abstract

Implementing Robotic Process Automation (RPA) in the shipment handling process at the State-Owned Indonesian Logistics Service Provider (LSP) aims to improve operational effectiveness and efficiency. However, errors in delivery using RPA have been found, resulting in reduced customer satisfaction. These errors are generally related to incorrect shipment data obtained from the website. Therefore, this study focuses on evaluating the effectiveness and efficiency before and after the implementation of RPA. This study aims to analyze the impact of Robotic Process Automation (RPA) on the effectiveness and efficiency of company operations before and after the implementation of RPA at the State-Owned Indonesian Logistics Service Provider, particularly at the Central Post Processing Office. The method used in this study is a qualitative approach. Data was collected from websites related to delivery errors and through observation of the operational department at the State-Owned Indonesian Logistics Service Provider. The analysis was conducted by comparing the level of operational effectiveness and efficiency before and after the implementation of RPA to identify whether the implementation of RPA was in line with the company's expectations. The contribution of this research is to provide insights for State-Owned Indonesian Logistics Service Provider in improving the performance of the RPA system and designing improvement strategies to overcome existing challenges. It is recommended that the State-Owned Indonesian Logistics Service Provider continues to evaluate and develop the RPA system, including improving data quality and integrating supporting technologies to minimize delivery errors and increase customer satisfaction.

Review

The study, "Effectiveness and Efficiency of the Application of Robotic Process Automation," addresses a highly pertinent issue concerning the practical implementation and evaluation of RPA in a critical logistics environment. It clearly articulates the initial objective of RPA adoption within a State-Owned Indonesian Logistics Service Provider (LSP) – to enhance operational effectiveness and efficiency in shipment handling. Crucially, the abstract immediately highlights a post-implementation challenge: the emergence of delivery errors linked to incorrect shipment data, which has subsequently diminished customer satisfaction. This focus on evaluating actual outcomes against initial expectations, particularly in a specific organizational context, positions the research as a valuable case study for understanding the complexities of RPA deployment in real-world scenarios. A significant strength of this study lies in its ambition to conduct a "before and after" evaluation, providing a robust framework for assessing the true impact of RPA beyond initial projections. The identification of data quality issues—specifically incorrect shipment data obtained from external websites—as a primary driver of RPA-related errors is a vital insight, underscoring that RPA's success is often contingent on the quality of its input data. However, the methodological description, while stating a qualitative approach and mentioning data collection through websites and observation, could benefit from further specificity. Clarifying the precise qualitative methods employed (e.g., detailed content analysis of error logs, structured interviews with staff, specific observation protocols) and how "effectiveness and efficiency" will be qualitatively operationalized and compared would significantly strengthen the research design. Given the discussion of "reduced customer satisfaction" and "delivery errors," exploring a mixed-methods approach that integrates quantitative metrics might also provide a more comprehensive and triangulated analysis of impact. The research's contribution to providing actionable insights for the State-Owned Indonesian LSP to improve its RPA system and design effective improvement strategies is highly commendable and practical. The explicit recommendation to continually evaluate, develop the RPA system, enhance data quality, and integrate supporting technologies directly addresses the identified challenges, offering a clear path forward for the organization. This study has the potential to serve as an excellent example for other LSPs grappling with similar RPA implementation hurdles, emphasizing that successful automation extends beyond the technological deployment itself to include rigorous post-implementation evaluation, continuous improvement, and a holistic consideration of upstream data quality and integrated systems.

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