A Socio-TechnicalPerspective on Evolution of Robotic Process Automation : A Case Study on Integration, Appropriation, and Impact onSupply Chain Operations

Sammanfattning

This qualitative case study explores the appropriation of Robotic Process Automation(RPA) and its evolution into Agentic Process Automation (APA) within the supply chainoperations of a global manufacturing organisation headquartered in Europe. While previousresearch usually focuses on high-level success factors, this study addresses how usersperceive and integrate these technologies into their work practices, as well as the impact ofRPA on operational outcomes. Guided by Adaptive Structuration Theory (AST) as atheoretical framework, this case study utilises nine semi-structured interviews obtainedwith the case organisation employeesto conduct a thematic analysis of recursive interactionbetween technological structures and social team norms. Our findings reveal thatautomation is not a static tool but an evolving structural portfolio, transitioning fromdeterministic rule-based RPA to goal-oriented autonomy. Key factors influencing userappropriation include variational trust, peer influence, and participatory implementation.The results highlight a shift toward “digital discretion”, as employees transition fromperforming manual tasks to strategic orchestration, increasing perceived well-being and jobsatisfaction, but also causing concerns for long-term job security. For the case organisationthat accomplished substantive resource optimisation and productivity gains, the findingshighlight leadership communication and system inconsistencies as key areas to improveand finally imply that transition to Agentic Automation requires more intensive human-inthe-loop governance.