Robotic Process Automation At Johannes Fog: A Case Study of Robotic Process Automation and Tacit Knowledge in a Smaller and Medium-sized Enterprise

Sebastian Larsen Agersnap & Kasper Vestergaard Jensen

Student thesis: Master thesis


The purpose of this thesis is to analyze the affects of tacit knowledge in actualizing the benefits of RPA. To answer our research question, our approach is the subjective and interpretive case study. We use semistructured interviews for our primary data and an abductive approach in our attempt to modify the existing theory within these topics. Due to limited literature within these topics, we believe that the findings in this thesis can contribute both in practice and theory. The findings presented in this thesis emphasizes how tacit knowledge affects the actualization of RPA in SMEs. Our contribution for practice is recommendations for Fog, with whom our thesis is made in collaboration with. The most important and most difficult recommendation to implement is that they need to establish a cultural change. To do so, our recommendation is that they must oblige to documentation, communicate the tacit knowledge, train their employees in both how to operate their robot and their processes in general, and the last is to create a CoE. Our aim for the thesis with our abductive approach was to modify the existing theory. And based on the limited theory we found during our literature review, we found that some theory was incorrect. We modify that theory by stating that SMEs are not ready for RPA unless they realize that; preparation is key, and tacit knowledge must be taken care of for SMEs to actualize the benefits there exists within these topics. By making these contributions, we believe that for SMEs in a situation like Fog, our findings can be used as a generalized solution in projects that includes innovative technologies.

EducationsMSc in Business Administration and Information Systems, (Graduate Programme) Final Thesis
Publication date2019
Number of pages159