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Process Reimagined


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Smart machines are reinventing how work is done, but there is significant untapped potential in reimagining business processes from the ground up as self-improving procedures that can sense, comprehend, act and learn — all in real time.

Published in: Technology

Process Reimagined

  1. 1. PROCESS REIMAGINEDTogether, people and AI are reinventing business processes from the ground up.
  2. 2. Copyright © 2018 Accenture. All rights reserved. 2 of companies surveyed testify that machine learning-enabled processes help them find solutions to unsolved problems through data they had not previously been able to tap. of organizations using machine learning have seen at least a 200 percent improvement in KPIs in enterprise processes. Companies across sectors and regions are seeing an initial boost in process speed and performance from machine learning (ML). SMART MACHINES ARE REINVENTING HOW WORK IS DONE
  3. 3. To maximize the potential of AI, digital leaders must create self-adapting, self-optimizing “living processes” that use machine learning algorithms and real-time data to continuously improve. The ability for machines to act as agents of process change will unlock new roles and ways for humans and machines to work together. THE NEXT ERA OF AI IS HERE NOW… Copyright © 2018 Accenture. All rights reserved. 3
  4. 4. At Accenture, we call this PROCESS REIMAGINED Copyright © 2018 Accenture. All rights reserved. 4
  5. 5. LEADERS IN ARTIFICIAL INTELLIGENCE FOCUS ON THREE OVERLAPPING LENSES Copyright © 2018 Accenture. All rights reserved. 5 9% of organizations are taking a proactive approach to AI and are focusing on all three areas simultaneously—making them twice as likely to achieve 10x KPI improvements for their artificial intelligence processes. Source: Daugherty, Paul R. and Wilson, H.J. Human + Machine: Reimagining Work in the Age of AI. Boston: Harvard Business Review Press, 2018.
  6. 6. PROCESS CHANGE Copyright © 2018 Accenture. All rights reserved. 6 About one quarter of companies are systematically making the shift by: 1. Applying artificial intelligence to process change management 2. Rethinking standardized process as continuously adaptive 3. Bringing AI-based change to multiple processes across the enterprise Successful companies reimagine vs. simply automate existing processes
  7. 7. DATA & DATA MODELS Copyright © 2018 Accenture. All rights reserved. 7 About one-third of companies are harnessing data to create exponential improvements in speed and KPIs by: 1. Using data to train and sustain process change 2. Making processes self-healing, self-adapting, and self-optimizing 3. Discovering new patterns of opportunity Forward thinking organizations use data + machine learning for exponential gains
  8. 8. WORKFORCE TRANSFORMATION Copyright © 2018 Accenture. All rights reserved. 8 A little more than one-third are transforming the human-machine work relationship by: 1. Enlisting the C-Suite to remake the culture with AI 2. Helping employees keep pace 3. Emphasizing distinctively human capabilities when hiring 4. Making sure that algorithmic decisions are fair, safe, and auditable Future-focused enterprises are rethinking workforce and AI
  9. 9. COMPANIES MUST RESKILL THEIR WORKFORCE IN THE RIGHT WAY… Copyright © 2018 Accenture. All rights reserved. 9 Workers need to be reeducated on how to maximize creative skills as well as train, interact with and be augmented by smart machines. Of the companies surveyed: agree that machine learning will result in improvements in job satisfaction and retention. agree that employees feel they are doing more interesting work as a result of machine learning.
  10. 10. TO ACHIEVE MORE, ORGANIZATIONS ARE DEVELOPING NEW INTERACTIONS BETWEEN HUMANS AND MACHINES: THE MISSING MIDDLE Copyright © 2018 Accenture. All rights reserved. 10 Source: Daugherty, Paul R. and Wilson, H.J. Human + Machine: Reimagining Work in the Age of AI. Boston: Harvard Business Review Press, 2018.
  11. 11. THREE ACTIONS TO TAKE. NOW. Copyright © 2018 Accenture. All rights reserved. 11 Who requires retraining and reskilling? Consider your workforce and AI to be complements. Reskill the workforce so that AI augments—not automate or displace—your workforce. Where is the data? Develop a data center to properly utilize the variety of data available in any organization. Remember, the data need not be numbers anymore—it can be text, images, videos and audio. What could this process be? Explore the feasibility of reimagining processes through out-of-the-box thinking, utilizing design thinking and other creative techniques.
  12. 12. LEARN MORE Copyright © 2018 Accenture. All rights reserved. 12 @pauldaugh @hjameswilson
  14. 14. ABOUT THE RESEARCH Building on an earlier pilot study, we investigated where and how companies are applying artificial intelligence to manage and change business processes. We surveyed 1075 process professionals from large global companies. NORTH AMERICA United States Canada LATIN AMERICA Brazil GEOGRAPHIES ASIA China Japan Singapore OCEANIA Australia EUROPE UK France Spain Switzerland Italy Norway Germany Austria INDUSTRIES BANKING CHEMICALS CONSUMER PRODUCTS & GOODS HEALTHCARE MANUFACTURING IT & INTERNET SERVICES IT PRODUCTS INSURANCE METALS MINING & MINERALS OIL & GAS PUBLIC SERVICE RETAIL TELECOM Copyright © 2018 Accenture. All rights reserved. 14
  15. 15. CONTACT US Copyright © 2018 Accenture. All rights reserved. 15 PAUL DAUGHERTY Chief Technology and Innovation Officer, Accenture H. JAMES WILSON Managing Director, Information Technology and Business Research, Accenture
  16. 16. ABOUT US ACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at ACCENTURE RESEARCH Accenture Research shapes trends and creates data-driven insights about the most pressing issues global organizations face. Combining the power of innovative research techniques with a deep understanding of our clients’ industries, our team of 250 researchers and analysts spans 23 countries and publishes hundreds of reports, articles and points of view every year. Our thought-provoking research – supported by proprietary data and partnerships with leading organizations such as MIT and Singularity – guides our innovations and allows us to transform theories and fresh ideas into real-world solutions for our clients. Visit us at