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HfS Webinar Slides: Smart Process Automation in Enterprise Business

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Global businesses must cut operational cost and improve agility, and Smart Process Automation - which combines workforce orchestration, RPA and cognitive automation - delivers on this imperative.

Experts from HfS Research, WorkFusion and Ascension Health discussed how to solve for business outcomes through more integrated automation technologies. 


Participants will learn about:
- How SPA relates to the HfS Research Intelligent Automation Continuum
- How this new breed of automation improves on legacy solutions
- The role machine learning plays in SPA
- Use cases for SPA in shared services organizations and specific industries
- How WorkFusion’s SPA platform delivers
- A practical path forward for end users at the enterprise level who wish to explore SPA to achieve their operational mandates

View the replay here: ow.ly/RDwv301FeR3

Published in: Business
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HfS Webinar Slides: Smart Process Automation in Enterprise Business

  1. 1. The Services Research Company Getting Smarter with Process Automation A Webinar Discussion Advancing the Conversation June 2nd, 2016 Host: Phil Fersht, CEO & Chief Analyst, HfS Research phil.fersht@hfsresearch.com @pfersht #hfsresearch Web: www.hfsresearch.com | Blog: www.horsesforsources.com
  2. 2. Overview: • 20 years’ business experience in the global IT and business process outsourcing and shared services industry • Coined the “As-a-Service Economy” in 2014 • Industry analyst, author, speaker, strategist and blogger • Advised and cogitated on 100’s of global IT services, BPO and shared services engagements • Meddles with the largest global network of enterprise services and operations professionals Career Experience: • Practice Lead, IT Services & BPO Research, Gartner, Inc • Global BPO Marketplace Leader, Deloitte Consulting • Consulting Practice Lead, IDC Asia/Pacific • IT Markets Practice Lead, IDC Europe Education: • BS with Honors in European Business & Technology, Coventry University, United Kingdom • Diplôme Universitaire de Technologie in Business & Technology from the University of Grenoble, France phil.fersht@hfsresearch.com Phil Fersht, CEO and Lead Analyst, HfS Research
  3. 3. • World’s largest taxi company owns no Taxis: • Uber • The most popular media owner creates no content: • Facebook • Largest accommodation provider owns to real estate: • Airbnb • Largest phone companies own no telecom infrastructure: • Skype, WeChat • World’s most valuable retailer has no inventory: • Alibaba • Fastest growing banks have no actual money: • SocietyOne • The world’s largest movie house owns no cinemas: • NetFlix • Largest software vendors don’t write the apps: • Google • The most popular emerging research firm doesn’t sell research reports: • HfS Data is Eating our World!
  4. 4. Senior Management Driving Customer First Thinking Please indicate whether you agree or disagree that Sourcing of external as-a-Service models will be driven by a “Customer First” strategy Source: “Intelligent Operations" Study, HfS Research 2016 Sample: Buyers = 371 51% 46% SVP+ VP and below Over half of upper management (51%) view this as impacting sourcing model change and strategy more than any other business driver
  5. 5. 2020 Vision: The “Intelligent OneOffice” will emerge from Digital + Automation The Digitally-Driven Front Office Mobile, Social/Interactive, Real-time actionable data, Design Thinking Digital Underbelly Intelligent Automation of manual processes Digitization of documents IoT Intelligent Digital Support Function Front office-aligned IT, Finance, HR, Procurement, Supply Chain Intelligent Digital Processes Predictive & Operational Analytics, Cognitive. The Customer-first Digital Organization The Enabling Intelligent OneOffice The Nervous System, incepting & Processing all Inputs The Neural System The Circular System © HfS Research 2016 (Proprietary)
  6. 6. How enterprise buyers would improve the quality and outcomes from their current service relationships… 28% 13% 9% 45% 4% 2% Letting go and giving up more higher-value work to our service provider(s) Threatening to entertain competitive bid(s) to force your current provider(s) to up their game Bring back more work in-house and improve it ourselves Roll out an automation strategy in tandem with our provider Bring in a specialist advisor to recalibrate our relationship(s) and get us on the right course for As- a-Service Not a lot – we paid for “cheap and cheerful” and that’s what we’re stuck with Source: The HfS Working Summit for Service Buyers, December 2015 (Sample 53 enterprise outsourcing leads)
  7. 7. © 2016 HfS Research Service Providers Overall RPA Activity in F&A BPO as % of Deals Number of Contracts = 267 Live Contracts in 2015 RPA use focused on IT currently, with F&A in a high adoption swing 8% 8% 8% 9% 8% 8% 10% 6% 9% 10% 17% 17% 18% 17% 19% 21% 19% 23% 23% 23% Human Resources Procurement Industry-specific Process (i.e. claims processing) Sales Supply Chain and Logistics Customer Service / Sales Support Marketing Finance and Accounting IT application maintenance & development IT and Network infrastructure support Full scale RPA Implementing / using RPA actively Source: “Intelligent Operations" Study, HfS Research 2016 Sample: Buyers = 371
  8. 8. © 2016 HfS Research
  9. 9. © 2016 HfS Research RPA 1.0
  10. 10. HfS Research has been writing about Intelligent Automation for 4+ years
  11. 11. Over the last 4 years we have seen the following emerge: nAn active market for third party Intelligent Automation (and mixed results for service provider developed proprietary tools) nAn increasingly wide spread understanding of the the base business case for Robotic Process Automation (RPA) in enterprises and service providers but continued confusion over Cognitive nThe inclusion of Intelligent Automation in new solution proposals (and almost all renewals/re-bids) nEarly adopters of Intelligent Automation taking a leap of faith in deployments and by doing so beginning the change the services industry
  12. 12. © 2016 HfS Research Ltd. But today, the topic of Intelligent Automation is in danger of becoming overheated, overhyped and confused nEnterprises and service providers have become fixated on potentially unattainable % savings targets nToo many enterprises are ”Locking down” processes as they are today rather than reinventing processes around the technology nMany Intelligent Automation deployments are focused on the sub-process (“granular”) rather than being enterprise-wide (“holistic”)
  13. 13. © 2016 HfS Research Ltd. The HfS Service Buyer Summits… www.hfsevents.com/new-york-2016
  14. 14. © 2016 HfS Research Ltd.
  15. 15. The focus on efficiency and effectiveness should be across the HfS Continuum of Intelligent Automation trigger based Characteristic of process rules based dynamic language rules based standardized language Structured Characteristic of data/information Unstructured without patternsUnstructured patterned Data Center Automation: Runbook Scripting Scheduling Job control Workload automation Process orchestration SOA Virtualization Cloud services RPA Cognitive Computing Artificial Intelligence BPM Workflow ERP Autonomics
  16. 16. What’s Hype versus Reality? What do you believe to be the most important components of the value proposition for Intelligent Automation? (Choose Top 3) Source: "Ideals of As-a-Services" Study, HfS Research 2015 Sample: Total = 716; Enterprise Buyers = 178; Advisors/Consultants = 176; Service Providers = 372 65% 50% 38% 35% 32% 29% 24% 21% 18% 3% Driving more predictability and higher quality in the processes Speeding up the time to complete the processes Freeing up staff to move to different projects Reducing costs on a continual basis, beyond the scope of the contract Creating more reliable data sets for analytics Increasing the standardization of processes Enabling us to move to business-outcomes vs. FTE pricing Eliminating staff positions Increasing control/visibility of end-to-end processes Gaining a competitive advantage in my industry
  17. 17. What does “Smart” mean?
  18. 18. 18
  19. 19. SPA combines all of the tools necessary to automate a complex business process from end to end: OCR Web Scraping Text Analytics Info Extraction Machine Learning-enabled solutions to replace previous generation tech Business Process Mgmt. Robotic Process Automation Foundational capabilities to turn IT projects into business initiatives Orchestration of Human Labor Tools to find the best workers, and send the work to just the right person via great UX Cognitive Automation Shift cognitive load to machines, re-deploy human workers to high-value work Insights Don’t speed up the process, refactor the process
  20. 20. It’s important to understand the type of manual work that “Robotics” and “Cognitive” each automate: Hand work Robotics “aka” RPA i.e. entering data from one application into another Head work Cognitive Automation i.e. extracting information from unstructured sources
  21. 21. Cognitive automation uses machine learning (ML) to train on a process by watching humans on a worker interface:
  22. 22. The ML-powered cognitive approach learns and improves algorithm accuracy as more data comes in. Source the data Producethe output Create the model Refine the model
  23. 23. CASE STUDY Global financial institution achieves 80% smart automation and 100% compliance for a invoice process 1 Situation § A global financial institution was manually reviewing and approving a sampling of vendor invoices § Only 10% of thousands of invoices were reviewed due to resource constraints § Each invoice required 5-8 mins of human work Approach § WorkFusion’s human-in-the-loop OCR improved accuracy to over 99% § Robotic automation deployed for desktop UIs § Machine learning (ML) cognitive automation deployed for categorization and extraction work § Exceptions automatically escalated to humans for processes and continuous algorithm optimization Results Smart Process Automation Rate: 80% Achieved Accuracy Rate: 99.6% Projected FTE Reduction in 2016: 55% Smart Automation 80% 100% 80% 60% 40% 20% 0% Initial State Robotics Cognitive Human 30% cognitive automation 5% human worker UX improvements Target State of Invoice Process (Traditional RPA vs. WorkFusion) 45% robotic automation 25% Additional Gains via OCR + Digitization 20% Traditional RPA Achieved To-Date Target State
  24. 24. Questions? adam@workfusion.com
  25. 25. What does “Smart” mean in 2 years’ time?
  26. 26. What does “Smart” mean to the Enterprise?
  27. 27. How important is Natural Language Processing to the evolution of automation?
  28. 28. What has to change to make this a reality? (In technology, enterprise behavior, the market overall, the economy)
  29. 29. Is Intelligent Automation the Place to Start? What is the most impactful timing to begin these actions? 16% 19% 18% 19% 20% 24% 21% 23% 28% 31% 33% 33% 32% 30% 34% 34% 33% 30% 32% 29% 26% 30% 28% 26% 18% 15% 11% 13% 16% 12% 10% 12% 5% 6% 6% 7% 5% 4% 7% 4% Replace your existing (legacy) service provider(s) with “As-a-Service” driven providers Accomplish creative problem solving / "Design Thinking" Retrain existing internal operations talent to redesign processes Invest in specialized change management support to reorient operations staff Invest in internal IT talent to help us migrate away from legacy systems Invest in effective analytics tools & skill Identify / hire a transformational leader / change agent Invest in intelligent automation Now Within the next year Within 3 years Within 5 years Never Source: “Intelligent Operations" Study, HfS Research 2016 Sample: Buyers = 371
  30. 30. What types of skills do we need now versus the future? To what extent are the following talent requirements increasing in importance, in order to gain more value from your operations? (Increasing significantly) 32% 34% 34% 36% 36% 39% 27% 27% 29% 27% 29% 36% Analytical prowess to improve operations / productivity Exploring new ways of partnering across the services ecosystem Understanding / using digital technology to improve business performance Proactively identifying new ways of doing things that break old habits Understanding / using automation to improve business performance Defining business outcomes VP and Below SVP + Source: “Intelligent Operations" Study, HfS Research 2016 Sample: Buyers = 371
  31. 31. Where do we see greater value? Software or the services around it?
  32. 32. About HfS Research We coined the As-a-Service Economy term because we see a profound change under way that is more all-encompassing than a simple business model or product line. It's a global shift that will leave few sectors of business or society untouched. To help our clients and the market get to the As-a-Service Economy, we serve the strategy needs of business operations and IT leaders across finance, supply chain, human resources, marketing, and core industry functions in organizations around the world. HfS provides insightful and meaningful analyst coverage of best business practices and innovations that impact successful business outcomes, such as the digital transformation of operations, cloud-based business platforms, services talent development strategies, process automation and outsourcing, mobility, analytics and social collaboration. HfS applies its acclaimed Blueprint Methodology to evaluate the performance of service and technology in terms of innovating and executing against those business outcomes. HfS educates and facilitates discussions among the world's largest knowledge community of enterprise services professionals, currently comprising 100,000+ subscribers and members. HfS Research facilitates the HfS Sourcing Executive Council, the acclaimed elite group of sourcing practitioners from leading organizations that meets bi-annually to share the future direction of the global services industry and to discuss the future enterprise operations framework. HfS provides sourcing executive council members with the HfS Governance Academy and Certification Program to help its clients improve the governance of their global business services and vendor relationships. HfS trailblazed the freemium research model. More than 75% of our published research requires just a few check boxes in our simple registration to download—no subscription, no hassles. See how we're revolutionizing the research business with the Four Pillars of HfS Research—our guiding principles. Learn more about our services.

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