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RPA Transformation Approach

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A Strategic Journey towards Digital Workforce.
Cognitive Automation - next revolution towards intelligent automation

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RPA Transformation Approach

  1. 1. A Strategic Journey towards Digital Workforce By – Madan Mohan Upadhyay Driving Innovation through Design Thinking, RPA and AI
  2. 2. 2  Yesterday’s session Recap  Cognitive Automation  RPA – A Transformation Approach  RPA Center of Excellence (CoE)  Governance Framework  Risk Management  Q & A
  3. 3. AGENDA Yesterday’s Session - Recap HUMAN WORKFORCE DIGITAL WORKFORCE COMPLETE WORKFORCE + = COLLABORATION  Cost Optimization  Productivity Improvement  Operational Efficiency  Time Saving Value Proposition  Repetitive  Ruled based  Laborious  High Transactional Nature
  4. 4. LIMITATION WITH RPA Complex Process Unstructured Data Knowledge work Judgement
  5. 5. Cognitive Automation next revolution towards intelligent automation
  6. 6. Chat Bot • A bot programmed to chat with a user like a human • Interact with a person. • Not perform any mechanical task
  7. 7. Chat Bot Vs RPA Bot VS • A bot programmed to chat with a user like a human • Interact with a person. • Not perform any mechanical task • A bot programmed to automate a manual business process • Interact with system • Perform tasks
  8. 8. RPA + Chat Bot Claim Registration Use case Claim BOT Claim BOT 3. Trigger RPA Bots RPA BOTs 6. Claim creation 7. Fedex entry 8. Email notification 9.Acknowledgement and updates 1. Interact with Customer 2. Receive claim request 4. Send Claim form to Customer 5. Receive Claim form
  9. 9. Few More Cognitive Components OCR Computer Vision Text to Speech Video Analytics NLP NLG
  10. 10. Cognitive Platforms
  11. 11. RPA – A Transformation Approach
  12. 12. Leading Benefits of RPA
  13. 13. More failure cases than success • “Robotic process automation failure rate is 30-50%, says EXL CEO Rohit Kapoor” • “Ernst & Young report suggests about 30 to 50 percent of RPA projects initially fail”
  14. 14. Tactical RPA vs Strategic RPA 14
  15. 15. RPA Delivery Framework Business Benefits 15 Operating Model Center of Excellence (COE) People Process Technology Discover • Strategy & Vision • Build business case • What, why, when and how Automate  Identify opportunity  Configure  Deploy bots  Infrastructure Support  Monitoring  Support  Continuous improvement
  16. 16. Levers for Successful RPA Journey 16 Start with Identify on- board evangelizers Choose processes wisely Set the expectations low
  17. 17. 17 RPA Center of Excellence Project Practices Best Practices Templates & Standards Shared Knowledge Market Insights Formulate RPA training strategy RPA Academy Train FTE at all levels Governance Operating Model Technology Innovation Learning from DU/BU Research & Whitepapers Process Innovation Solution Knowledge Proof of concept RPA Center of Excellence
  18. 18. Process Selection Framework The Human Factor • Which processes take up a large percentage of employees' time? • Which processes require a high percentage of dedicated staff? • Which processes require hiring of additional staff during seasonal spikes in workload? Complexity • How many steps are involved in the process (both user steps and integration steps)? • Does it include critical functions? • How many different applications does the process use end-to-end? • Are there decision-points within the process that require human intervention? • What is the estimated delivery time to develop the automation scenario? Stability • How often does the process get changed? • How much does it change? • What is the lead time for change? • Stability of application 18
  19. 19. Evaluation Criteria for RPA Tool Selection Platform Infrastructure  Quick deployment  Easy scalability  24/7 accessibility  Enhanced security Process creation • Interface design • User friendly Control and Monitoring • Real-time control • Advance scheduling and API • Alert mechanism • Robot group management • Live dashboard • History tracking Ease of Deployment  Real-time control  Advance scheduling and API  Alert mechanism  Robot group management  Live dashboard  History tracking Scalability  Commercial model  Governances & security  Exception handling  Maintenance & support  Ease of use  Vendor Roadmap 19
  20. 20. Strategic Risk  RPA strategy risks  RPA sourcing risks  Tools selection risks  Stakeholders buy-in risks  Projects risks  Operational/execution risks  Change Management risks 20
  21. 21. Challenges  Siloes implementation.  Unclear expectations  Inconsistent outcomes  Disconnected dots  Technical ambiguity  High Exception rates 21
  22. 22. Pitfalls Not engaging the IT team early in the process A single technology may not be a silver bullet Not re-engineering processes and operations to take full advantage of RPA/automation Starting too big False expectation following wrong focus in the Proof of Concept (POC)  ‘Happy path’ process design RPA as a stand-alone tool instead of a key capability part of supporting a broader Enterprise Automation framework 22
  23. 23. Q & A 23

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