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Robotic Process Automation (RPA) has been getting a lot of buzz
lately, for its promise to reduce manual work, accelerate operations and enable
new products and services. While RPA offers huge potential, there are plenty of
challenges that can impact a company’s ability to realize the promised
benefits. To help you realize the full potential of RPA, below are five lessons
learned from a recent project establishing an automation center of excellence
for a client in the global financial services industry.
RPA is software that emulates human keystrokes and mouse clicks
in order to automate rote tasks. RPA designers create automated processes using
bots or artificial intelligence (AI) to copy and paste data, run calculations,
format files and more. RPA is often used on high volume or strategic processes
to improve scale and cycle time while reducing errors and risk. This case study explores key takeaways from a recent
experience with RPA:
Select the right pilot opportunity to demonstrate proof of
concept (POC). While it might be tempting to tackle more complex business
processes, an essential objective of the POC is to prove the viability and
value that RPA provides. Keep in mind that RPA requires a substantial shift in
the organization to address internal process, IT, and compliance to achieve
a sustainable automation program. In our
example, the first launch was delayed by a month due to the need to align on a
standard file format and secure adequate resources for testing. We recommend:
1. Selection:
choose a simple process with clearly defined key
performance indicators (KPIs) that can be used to measure the impact in real
terms (manual hours, cycle time, quality). Back-office processes are preferred
to limit exposure to customers.
2. Preparation:
Schedule adequate time to define the process from end to end before trying to
automate it. This includes the steps, inputs and outputs, service level agreements
and organizational elements that need to be considered.
3. Support:
Enlist key stakeholder support for the program (from executives to the
execution team) to provide adequate resourcing. Include subject-matter experts
(SMEs) for solution requirements and testing and leaders to support the
organizational change needed to adopt the automated process.
Define your level of investment and resourcing – and begin
planning immediately. Almost as bad as a failed POC is a successful POC that fails
to build momentum because of delays in required resources. Because skilled RPA
developers and analysts are difficult to hire, companies that see RPA as
a strategic growth platform are encouraged
to define and initiate their resourcing strategy in parallel with the POC.
Assuming the POC is successful, companies typically choose between the models
illustrated below. In dPrism’s most recent case, the client chose a hybrid
approach, leveraging external consultants (option 2) to develop the pilot while
simultaneously initiating the search for talent to staff the ongoing program
(option 1) by pilot launch.
Engage compliance and information security early and often. RPA
should be considered a disruptive technology. As such, it is critical that
compliance and information security teams understand RPA not just conceptually,
but also how specific automation projects will impact current processes. In the
recent project example, we did not spend enough time getting compliance buy-in
on the proposed solution before starting development, requiring rework to meet
internal standards. To avoid this rework loop, we recommend:
1. Establish
the project objectives and educate the team on basic RPA mechanics.
2. Once a
project has been identified, engage again to walk through the solution and
proactively call out specific areas of change, open concerns and opportunities.
3. Reengage
once the solution has been identified to make sure alignment.
4. Find
ways to enhance existing control and compliance to increase credibility and
buy-in.
Integrate into your larger technology assessment process. Most
companies have a standard technology assessment, approval and resourcing
structure to ensure consistency and accountability and to optimize scarce
development resources. While it’s a good idea to pilot RPA in an appropriate
POC staging space, RPA projects – when validated – should quickly move into the
mainstream assessment and be subject to the same review, approval and allocation
process as other solutions. This ensures RPA is held to the same standards and
evolves from special project to core competency. In our recent example, the
client moved quickly to include RPA projects in their core project submission
review process, ensuring greater visibility, platform stability and
organizational acceptance.
Communicate the concept, then get real. While
the concept of RPA automation is easy to grasp, the nuts and bolts of what
makes a good project and where to find them in your organization requires more
than an introductory Powerpoint. Indeed, after introducing RPA to its business
leaders, our client found it necessary to follow up with brainstorming sessions
and process deep dives to identify relevant opportunities. To ensure the organizational
adoption needed, we recommend:
1. Engage
stakeholders on the concept as part of a digital or operations strategy
2. Follow
up with tangible examples (like your POC), using process maps, step by step
videos and output examples.
3. Conduct
brainstorming sessions or empower internal SME’s to identify and submit new
projects based on a stronger understanding of what makes a successful RPA
project
A well-executed RPA strategy can unlock significant value in
efficiencies, process control and new product development. Take advantage of
these lessons learned to accelerate your own program or contact us and see how we can help.
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