Developing capabilities for resilient process automation: A strategic information systems framework

Organizations adopt process automation software to support digital transformation, but leaders managing diverse Information Systems (IS) face challenges in developing automation capabilities that deliver both strategic advantage and operational resilience. This study examines how organizations build and sustain process automation competencies through effective Information Technology (IT) governance, strategic alignment, and systematic capability development. Drawing on Technology-to-Performance Chain (TPC) theory and the Dynamic Capabilities framework, this research analyses IS management practices to demonstrate how process automation initiatives can evolve from tactical implementations into sustainable and resilient sources of competitive advantage. A multi-method research design was employed, combining survey data from 286 IT and business leaders across manufacturing, retail, logistics, financial services, and healthcare organizations in the Nordic region, together with 18 qualitative interviews with Chief Information Officers (CIOs), IT directors, and automation leaders. The study identifies pathways for developing three critical capability dimensions: (1) technical capabilities through platform selection and integration practices, (2) governance capabilities through portfolio management and performance measurement mechanisms, and (3) organisational capabilities through change management and continuous learning. The analysis shows that governance capabilities explain 61% of return on investment variance, while balanced capability development across all three dimensions produces returns 2.5 times higher than single-dimension focus. Organizations with mature capabilities establish governance before scaling these initiatives, adopt hybrid governance models, and invest approximately 35% in governance, 35% in technical, and 30% in organisational capabilities. The study provides a capability development framework, empirical evidence of development and performance outcomes, as well as practical guidance for building automation capabilities.