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Selecting the right process for robotic process automation (rpa)
- 1. All Rights Reserved. www.cfb-bots.com Practical Framework for Automating your Business Processes “Automation is good, so long as you know exactly where to put the machine.” - Eliyahu Goldratt
- 2. All Rights Reserved. www.cfb-bots.com Intelligent Automation – A Continuum Robotic Desktop Automation with manual intervention Robotic Process Automation with digital triggers or self service Machine Learning with prescriptive analytics & decision engines Artificial Intelligence with deductive analytics Process-driven Data-driven ThinkingDoing Increasing complexities & costs
- 3. All Rights Reserved. www.cfb-bots.com Process Selection Methodology
- 4. All Rights Reserved. www.cfb-bots.com Typical RPA Journey and Approach RPA Awareness POC Pilot (Production)* RPA Opportunity Assessment Automation Operating Model Design Automation Operating Model Implementation* Sustainability & Continuous Improvement • Define initial RPA strategy • Engage business, IT, Security stakeholders • Address compliance, SOX • Design architecture and set up infrastructure • Install platform • Select 2 - 3 processes • Document & redesign processes as needed • Create Design Document • Automate Processes • Perform Testing • Set up baseline • Go Live (Production) • Evaluate impact • Provide hyper-care • Support change management if needed • Implement governance and compliance • Build infrastructure and address security • Train COE resources • Manage RPA process pipeline • Automate processes based on prioritization • Track and manage metrics and KPIs • Manage virtual and human workforce • Update COE processes • Document lessons learned and case studies • Monitor for performance, virtual workforce & issue mgmt. • Support for issue and technical support • Scale down program to BAU • Continue to track and realize benefits • Continue to work with stakeholders to identify incremental automation opportunities • Offer RPA-as-a-Service or Bot Farm • Continue to review and improve delivery capabilities and COE 4 • Educate client on RPA technology/ benefits/use cases • Share demos • Determine how RPA will apply and benefit the client • Identify and mitigate risks • Advise client on RPA vendors • Advise client on POC process selection • Develop proposal for PoC/Pilot/ Operating Model • Engage business, IT, Security stakeholders • Install platform • Select 2 - 3 processes based on selection criteria • Document and redesign processes • Automate processes • Share automation • Create and socialize automation video • Refine RPA strategy • Conduct end-to-end process evaluation / scan • Select key process areas • Conduct interviews with process stakeholders • Collect key data • Conduct detailed process assessment • Develop business case • Develop high level roadmap • Conduct detailed vendor analysis and selection if needed • Review existing automation operating model • Define future automation operating model (e.g. Operating Model centralized, decentralized, federated) • Design automation operating model (e.g. demand process, governance, delivery model, KPIs, workforce management, change management, QA, RPA & enabling technologies infrastructure) • Provide support with communication launch if needed • Support hiring • Establish COE 1 3 5 62a 2b Phase 0: Pre- Engagement Phase 1: Successful Pilot Phase 2: Rollout Preparation Phase 3: Rollout Source: UiPath
- 5. All Rights Reserved. www.cfb-bots.com 30-50% of Initial RPA Projects Fail! Source: Global Intelligent Automation Market Report
- 6. All Rights Reserved. www.cfb-bots.com 2 Screening Questions 1.What can we automate? 2.Does it make sense to automate?
- 7. All Rights Reserved. www.cfb-bots.com Effectiveness vs Efficiency “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” - Bill Gates
- 8. All Rights Reserved. www.cfb-bots.com The Era of Intelligent Automation According to McKinsey: • <5% of all jobs can be fully automated • ~60% of all jobs have >30% of constituent activities that can be automated https://willrobotstakemyjob.com/
- 9. All Rights Reserved. www.cfb-bots.com Break Down Work Into Tasks That Can Be Automated • Repetitive vs. Variable Work • Independent vs. Interactive Work • Mental vs. Physical Work Source: https://hbr.org/2019/02/how-to-break-down-work-into-tasks-that-can-be-automated
- 10. All Rights Reserved. www.cfb-bots.com Which Processes Are Suitable for RPA? Rule-based High transaction volumes Low exceptions Stable & well- defined processes Low system change Structured data & readable electronic inputs Candidates for RPA
- 11. All Rights Reserved. www.cfb-bots.com Rule of Five 1. No more than five decisions 2. No more than five applications 3. No more than 500 clicks Source: Forrester - Use The Rule Of Five To Find The Right RPA Process
- 12. All Rights Reserved. www.cfb-bots.comSource: Kofax - 100 Automation Opportunities Across the Enterprise
- 13. All Rights Reserved. www.cfb-bots.com Process Selection Workshop
- 14. All Rights Reserved. www.cfb-bots.com SIPOC • Supplier – Person/Organization that provides Input to a Process • Input – Resource that is added to a Process by a Supplier • Process – Series of steps where an Input converts to an Output • Output – Resource that is the result of a Process • Customer – Person/Organization that receives products or services S I P O C Suppliers Inputs Process Outputs Customers SIPOC Customer Requirements
- 15. All Rights Reserved. www.cfb-bots.com Process Selection Workshop - Ideation Identify Processes (+ Sanity Check) Process Categorisation Process Mapping Identify Automation Opportunities Next Steps
- 16. All Rights Reserved. www.cfb-bots.com Identify Processes Name: Inputs: Activities: Hours back to business:
- 17. All Rights Reserved. www.cfb-bots.com Process Categorization Inputs • Digital, Structured – E.g. electronic forms, databases, information in IT systems, etc • Physical or Digital, Structured – E.g. invoices, application forms, signed agreement, etc • Physical, Digital or Voice, Unstructured – E.g. free text emails, letters, calls, etc Activities • Rule-based – E.g. simple rules in a workflow, simple decision tree, etc • Complex rules – E.g. work based on many parameters with many outcomes, requires human judgement, etc • Cognitive – E.g. working with complaints
- 18. All Rights Reserved. www.cfb-bots.com Process Mapping - Automation Canvas UnstructuredStructuredDigital Rule-based Complex Cognitive Simple support calls/webchat Invoice processing Swivel chair processes Applications through websites Applications Complex support calls Customer complain calls
- 19. All Rights Reserved. www.cfb-bots.com Identify Automation Opportunities Unstructured RPA + Chatbot RPA + Chatbot + ML (optional) MLStructured RPA + OCR RPA + OCR + ML (optional) ML Digital RPA RPA + ML (optional) ML Rule-based Complex Cognitive
- 20. All Rights Reserved. www.cfb-bots.com Prioritization of Automation Opportunities Unstructured RPA + Chatbot RPA + Chatbot + ML (optional) MLStructured RPA + OCR RPA + OCR + ML (optional) ML Digital RPA RPA + ML (optional) ML Rule-based Complex Cognitive Legend: Do now Do next Investigate
- 21. All Rights Reserved. www.cfb-bots.com Next Steps Scoping Considerations Identify productivity opportunity with minimum cost savings benefit of $x per project Project is scalable within the organization RPA will mitigate a compliance risk Data is digital & structured Process is repeatable Process is documented with an SOP Resources can be committed & dedicated to the project Subject Matter Experts are available Project Preparation •Opportunity to partner with process improvement teams to prep processes for RPA •Speed & simplification mindset is key Process Expertise •Critical to have a SME on a project to provide prescriptive process steps Productivity & more! •Enable increased process quality & speed, provide capacity & ensure compliance •Opportunity for employees to learn a new technology & increase digital knowledge
- 22. All Rights Reserved. www.cfb-bots.com The Three Laws of Robotic Process Automation 1. The purpose of the RPA software robots is to augment the existing human workforce. 2. The human managers are responsible for the actions of the RPA software robots. 3. The learning and development needs of the RPA software robots are no less than that of the human employees.
- 23. All Rights Reserved. www.cfb-bots.com Questions? You can contact me at [email protected] or +65 6909 2099