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5 Tenets for Successful Robotic Process Automation DeploymentInsight by Saurabh Mittal, HGS Deputy General Manager, Business Transformation CHICAGO, Oct. 25, 2017 /PRNewswire/ -- In today's age, machines are our new best friend, and it's a connection that is constantly evolving. Especially in the business process outsourcing (BPO) sector, where there is a lot of focus on customer experience, businesses welcome anything that makes engagement/delivery processes easier, faster, personalized, and cheaper. In that context, robotic process automation (RPA) is generating a lot of buzz across industries. Across today's organizations, there is intense focus and interest to get started on the journey of process automation without big IT spends and waiting years to get onto the IT priority list. RPA is the new way of operating and delivering results effectively and efficiently. According to a 2016 Deloitte research study on global outsourcing perspectives, with a focus on RPA, 43 percent of organizations surveyed look toward innovation to reduce cost of delivery. While most businesses are thinking about making strides in the space, they struggle to understand the starting and end points of the technology. There is confusion about multiple technologies like artificial intelligence (AI), machine learning (ML), and RPA, as well as lack of clarity regarding how to kick-start the journey and achieve a return on investment (ROI). To ensure the success of your company's RPA deployment and realize tangible business benefits, here are the five tenets of successful RPA deployment: Tenet 1: Organizational Readiness
HGS is working with a leading financial services organization in the United States as a partner for RPA Centre of Excellence (CoE) institutionalization and deployment. The client organization started the journey by creating the right structure within the company, ensuring that the organization adopts RPA as a strategy, and not as just a project/ point solution. Today, the CoE for the client has more than 30 full-time RPA specialists working on the chosen platform and covering all the business lines of the organization. The centralized RPA team is working with multiple business stakeholders (directors of business lines) and all the enterprise teams such as IT, service design, change managemet, infrastructure, and networks. RPA has been institutionalized as an enterprise capability within the client's organization. Tenet 2: Process Excellence As the name suggests, RPA is all about the process. Therefore, when implementing RPA, the first thing to do is to study the focal process in detail. Assess the upstream and downstream of the process, what we really do in the process and why, the value-add steps, and how the data moves and is used across the organization. Isolating the process optimizes efficiency, even before automating it. We at HGS call it the "re-engineered for automation" focus. Domain and delivery experience is the key here, since every process nuance and exception needs to be assessed before designing the automation solution. If not done right, there can be a direct impact on the ROI generated from the program. Tenet 3: Design for Automation
Overautomating a process can have a huge impact on total cost of automation delivery due to high maintenance requirements. Conversely, under-automation leads to lower realized ROI on investments with underused bots. According to Deloitte, while an outsourcing provider may deploy onshore and offshore resources at different price points post-build, a robot can cost 10 to 20 percent of the cost of an onshore full-time employee in high-cost locations. Tenet 4: Platform As Enabler Tenet 5: Change Management Readiness In summary, the RPA space is rapidly evolving with new innovations and technology features. Machine learning and artificial intelligence are being tested at great lengths, merging the entire spectrum of analytics and process automation. RPA is already moving into being a cognitive RPA space through machine learning and NLP concepts. Organizations need to start on the journey understanding that there are BPO resources there to help—with the sharpened expertise and focus on optimizing ROI with the right deployment framework. About HGS
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