Transforming Financial Management: An RPA Implementation Case Study at PT Telkom Indonesia

Mochammad Rachmat Ariyantho1*, & Mohammad Riza Sutjipto2
1Department of Management, Faculty of Economics and Business Telkom University, Indonesia,
2Department of Management, Faculty of Economics and Business Telkom University, Indonesia
DOI – http://doi.org/10.37502/IJSMR.2024.71011

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Abstract

PT Telkom Indonesia (Tbk) has addressed the challenges of the digital era through its “5 Bold Moves” strategy, which aims to enhance business sustainability. In alignment with this initiative, the Finance and Risk Management Directorate has adopted Robotic Process Automation (RPA) technology to improve operational efficiency and strengthen its role as a Business Partner. This research analyzes the factors determining the success of RPA implementation in the Directorate. It also explores the challenges and risks involved in the digital transformation process. A qualitative approach is used, including interviews, observations, and data collection from stakeholders involved in RPA, such as strategic planners, managers, and users. The Critical Success Factor (CSF) model for RPA by Plattfaut et al. (2022) served as the theoretical framework that categorizing 32 factors into three areas: RPA in the organization, development RPA, and Operation RPA. The findings reveal that the successful implementation of RPA at PT Telkom Indonesia is contingent upon several factors: RPA in the organization (strategic support, management commitment, organization culture, training, and communication); development RPA (management support, policy compliance, expertise, change management, and documentation); and operations RPA (resource management, compliance, monitoring, and evaluation). This study contributes to the body of knowledge on RPA implementation by providing insights into the challenges and risks faced by large organizations undertaking digital transformation initiatives. The findings can serve as a valuable reference for organizations seeking to leverage RPA to improve operational efficiency and drive innovation.

Keywords: Strategy Implementation, Digital Transformation, Robotic Process Automation, Critical Success Factors, Finance Organization.

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