Governance models for robotic process automation: The case of Nordea Bank

Damian Kedziora, Esko Penttinen*

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

Abstract

The teaching case addresses the governance of robotic process automation at Nordea, a large banking group operating primarily in the Nordic region. Nordea has deployed numerous software robots, for a wide range of business processes, from transaction-processing work and both internal and external reporting all the way to interaction with end users in handling of General Data Protection Regulation (GDPR)-related queries. The scene is set with a meeting where three people discuss the current state of robotic process automation implementation at Nordea: Group Head of Robotics Agnieszka Belowska Gosławska, Head of Robotic Process Automation Operations Piotr Stolarczyk and Acting Head of Robotics Execution Jaroslaw Motylewski. The presentation outlines several governance-related issues and decision points that must be addressed in connection with any deployment of robotic process automation at somewhat large scale within a company. The key issues are related to the software’s development and maintenance, robotic process automation governance and IT infrastructure. Students who have worked through the case should be able to (1) describe archetypal and hybrid governance modes for robotic process automation and (2) evaluate their advantages and disadvantages for solid infrastructure and effective software development and maintenance.

Original languageEnglish
Peer-reviewed scientific journalJournal of Information Technology Teaching Cases
ISSN2043-8869
DOIs
Publication statusPublished - 27.07.2020
MoE publication typeA1 Journal article - refereed

Keywords

  • robotic process automation
  • governance
  • lightweight IT
  • teaching case
  • 512 Business and Management

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