Post on 28-Jan-2018
• Automation of manual repetitive and rules
based task with the goal of saving on
cost, time and improving quality.
• Also known as RPA – Robotic Process
Automation.
• In short, it’s the latest buzzword!
What is Intelligent Automation?
•Quintiles IMS saved at least P25M from automation.
•ANZ is running more than 1,900 bots saving 40% of their labor cost
•Dell EMC saved more than $2M annually within 2 months
•Walgreens, NASA, EY, Ford, and many other MNCs are investing millions into RPA.
The Benefit Is Real
• Global Shared and Support Services
• Administrative functions (e.g. HR, Accounting)
• Business Processes Outsourcing
• Banking and Financial Services & Insurance (BFSI)
• Utilities
• Healthcare
• Travel & Hospitality
TOP RPA Targets
• BPO employs more than 1.3M Filipinos with revenue of $25B about 8% of GDP.
• Philippines is #1 in voice BPO and #2 in non-voice BPO in the world.
• Forrester estimates 25% of jobs will be impacted by 2019.
BPO is BIG in PH
• RPA is still at its infancy
•Most companies are exploring and learning
•Only 19% of companies have implemented RPA
• Level 1 RPA has a lot of ground to cover
Current State of RPA
• Assisted vs. Unassisted
• Record and Play
• Workflow Builder
• Input Forms
• Supports:• Desktop Applications
• Web Browsers
• Citrix
• Desktop/Office Tools
• Mainframe
• Central Command Center
Common Features of RPA Tools
• RPA can perform tasks very fast… making turnaround time much shorter.
• BlueCross needs to process 70K transactions in 14 days for compliance - only solution is RPA.
• Robots do not make mistakes. Thus, improves quality and customer satisfaction.
• Helps in seasonal work… no need to hire/fire people.
RPA is not only Cost Savings…
Finance and Banking
• New account verification
• Customer account management
• Financial claims processing
• Form filing
• Change of address
• Loan application processing
• Currency exchange processing
Common Use Cases
HR• Employee on boarding• Leave of absence
management
Finance / Accounting• Invoice processing• Bank reconciliation• Master data management• ERP logging from another
system
Pharmaceutical• FDA audit requirements
Common Use Cases
Start with a Pilot
1. Look for time consuming & tedious
tasks.
2. Explain objectives and ask for
support.
3. Pick task with significant cost savings
and department support.
4. Execute RPA and show proof of cost
savings.
Planning for RPA
1. Get support from management. Show
proof.
2. Prepare stakeholders and end-users.
3. Build advocates from end-users.
4. Involve IT and production team.
Look for Use Cases
1. Look for quick wins.
2. Identify effort and cost savings.
3. Start with supportive departments /
managers.
Monitor Results
1. Keep track of actual cost savings.
2. Keep track of productivity gains.
3. Establish a library of utilities /
automation scripts for reuse.
Expand
1. Look for RPA ambassadors.
2. Expand to other departments.
3. Repeat the cycle.
4. Expansion will be a natural occurrence
if you are successful.
Practical Tips and Advise
• RPA is for enterprise. So, there needs a strong
governance and compliance to company
standards.
• Prepare the employees; • Paint the busy and stressful picture and how RPA can
help them.• Don’t talk about reduction, but reallocation and clear
tasks.
• Ensure process is clearly established before automation.
• If there is resistance, go where RPA is wanted. Others will follow later.
Practical Tips and Advise• Ensure cross-functional interaction (e.g.
coordinate with SAP team as automation may be supported by SAP)
• Who will sponsor? VP or SVP of Global Shared Service, CEO or COO
• RPA is a tactical solution, not strategic. It will be replaced later.
• There are many stakeholders - IT, Security, Governance, Production. Talk to all of them to get their support.
• Need IT Support, also need to consider security on Infrastructure.
Practical Tips and Advise• Treat bots as employees, with
access rights. • Clarify security access rights of the
bots (e.g. system accounts, user accounts, etc.)
• Implementation is not SDLC, but agile due to fast turn-around (days).
• Re: IP - workflow is owned by client. Bots is owned by vendor.
• Unassisted bot has clear cost savings.
Overcoming Automation• Automation will come regardless…• People should prepare, upskill and enjoy more
fulfilling work.• Automation is an assistant to improve productivity
of people, not replace people.• We should be leading the automation revolution,
or we will be obsolete.