Robotic process automation in service-oriented supply chains

Han, Jeong Hugh, Jiang, Bin, Mielonen, Nuppu and Le, Hanna 2026. Robotic process automation in service-oriented supply chains. Tran, Duy Le Anh and Gautier, Frédéric, eds. Digital Transformation in Service-Oriented Supply Chains: Strategy, Innovation, and Performance, [Capabilities, Applications, and Performance Outcomes]. IGI Global Scientific Publishing, pp. 245-270. (10.4018/979-8-2600-1182-9.ch009)

Full text not available from this repository.

Abstract

This chapter examines Robotic Process Automation (RPA) as a digital automation capability for service-oriented supply chains. It explains how software robots automate structured, repetitive, and rule-based tasks across heterogeneous systems, making RPA particularly relevant to service contexts involving order processing, service scheduling, warranty claims, invoice reconciliation, logistics tracking, and customer support. The chapter further clarifies the relationship between RPA and artificial intelligence, arguing that AI acts as an assistive input layer through natural language processing, machine learning, OCR, predictive analytics, and process mining, while RPA remains the primary execution mechanism. Drawing on prior literature and industry examples from logistics, telecommunications, field service, insurance, and product-service systems, the chapter shows that RPA can improve processing speed, accuracy, service consistency, scalability, and employee task reallocation.

Item Type:	Book Section
Date Type:	Publication
Status:	Published
Schools:	Schools > Business (Including Economics)
Publisher:	IGI Global Scientific Publishing
ISBN:	9798260011829
Last Modified:	02 Nov 2026 12:16
URI:	https://orca.cardiff.ac.uk/id/eprint/190583

Actions (repository staff only)

Edit Item