RPA
RPA allows organizations to reduce personnel costs and human errors. David Schatsky, Managing Director of Deloitte LP, highlights the experience of a bank in the implementation of RPA, in which the bank has redesigned its complaint process by distributing 85 robots to manage 13 processes and process 1.5 million requests year. According to Schatsky, the bank has added a capacity equivalent to over 200 full-time employees, which represent around 30% of staff cost.
Tips for efficient automation of robotic processes
1. Set and manage expectations
Quick wins are possible with RPA, but the promotion of RPA for running on a scale is another animal. Dave Cooder, director of Deloitte Consulting LLP, says that many RPA hiccups stem from poor management of expectations. Bold claims to the RPA from suppliers and implementation consultants did not help. This is why it is extremely important for CIOs to adhere to cautious optimism. "If you come in with your eyes open, you will be much happier with the result," says Kuder.
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2. Consider the impact on the business
The RPA is often supported as a mechanism to guarantee return on investment or reduce costs. But Chris Fitzgerald, CTO of NTT Data Services, says that more CIOs need to use it to improve the quality of customer service. For example, companies like airlines use thousands of customer service agents, but customers are still waiting in line to call. A chat can help mitigate some of these expectations. "You put that virtual agent in there, and there's no downtime, no sick and bad attitude," says Fitzgerald. "The customer experience is a flag for a strike."
3. Involve IT in the initial stages and often
Chiefs originally purchased the RPA and hit the wall during construction, offering them to seek help (and forgiveness) from IT, says viadril. Now, "Citizen developers" without technical experience use cloud software to implement RPA directly in their business units, says Kuder. Often, the IOC tends to unite and block them. Kuder and Viadro have said that business leaders should involve IT professionals from the beginning in order to provide them with the necessary resources.
4. Poor design, change management can damage
Many implementations fail because the design and changes are poorly managed, says Sanjay Shrivastava, chief digital officer at Genpact. In the rush to get something deployed, some companies lose sight of the exchange of information between different bots that can interfere with business processes. "Before you start implementing, you should think about developing an operational model," says Shrivastava. "You have to determine how you expect different robots to work together." Alternatively, some CIOs will ignore the discussion of changes to be made by new operations in the organization's business processes. CIOs must plan this well in advance to avoid an interruption of activity.
5. Do not let the rabbit's lair fall
A bank that distributes thousands of robots to automate manual data entry or to monitor software operations generates a large amount of data. This can lead to the fact that CIOs and their colleagues may find themselves in an unfortunate scenario when they want to use data. Shrivastava says that companies often run ML based on the data generated by their bots, and then launch a chat in the foreground so that users can more easily request data. Suddenly the RPA project became an ML project that was not adequately covered by the ML project. "The record keeps moving," and CIOs are struggling to reach it, says Shrivastava. He recommends that CIOs see the RPA as a long-term arch, and not as scattered projects that turn into something cumbersome.
6. Project management is of fundamental importance
According to Srivastava, another problem that appears in the RPA is the inability to plan some obstacles. The Genpact client employee changed the company's password policy, but no one programmed the bots to be configured, resulting in data loss. CIOs should constantly check the bottlenecks where their RPA solution can get bogged down or at least set up a monitoring and warning system to ensure that the hiccup affects performance. "You can not just release them and let them run, you need a team and control," says Shrivastava.
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7. Support compliance
There are many management problems associated with creating a single instance of bots in an environment, not to mention thousands. One client, Deloitte, held several meetings trying to determine if their bots were male or female, a valid gender problem, but that must take into account human resources, ethics and other areas of business compliance, he says Kuder.
8. Create an RPA center of excellence
The most successful RPA implementations include a center of excellence that employs people responsible for the successful implementation of efficiency programs within the organization, says Viadro. However, every business has a budget for this. RPA Center of Excellence develops business cases, calculates the optimization of potential costs and the profitability of investments and assesses progress in achieving these goals. "This group is usually quite small and agile, and is downsized with the help of technicians who focus on the effective implementation of automation," says Viadro. "I would like to encourage all IT managers in different sectors to look for opportunities and understand that [RPA] will be transformative for their business."
