Олена Вірун “Robotics process automation: How we can change the customers business and what must the BA know?”
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The document discusses robotic process automation (RPA) and the role of business analysts in automation projects. It provides background on RPA, including that it uses software "robots" to automate repetitive tasks currently performed by humans. The document outlines how BAs can identify good candidates for automation by looking for routine, repetitive tasks and processes that involve copying/pasting between systems. It also discusses how BAs can evaluate automation opportunities by calculating potential cost savings from reduced errors, labor costs, and increased productivity. The document advises BAs to demonstrate automation benefits to clients through presentations, proofs of concept, and return on investment calculations to help gain approval for new RPA projects.
Олена Вірун “Robotics process automation: How we can change the customers business and what must the BA know?”
- 1. By Olena Virun MARCH 2018 ROBOTICS PROCESS AUTOMATION: HOW TO CHANGE CUSTOMER’S BUSINESS AND WHAT SHOULD BA
- 2. Olena Virun ● Lead Business analyst, EPAM ● 7+ years of BA experience within various projects: ➢ Implementation of banking systems for AUTO, Mortgage and consumer loans with implementation of BI reporting; ➢ Enterprise infrastructure audit and Disaster recovery processes modeling, preparation, coordination; ➢ Implementation of the RPA solutions; ➢ Implementation of ERP systems such as Workforce management and Learning management; ● BA trainer and mentor. ● Speaker on BA conferences. ● Recourse manager.
- 3. Discussed topics: 1. What is RPA and why it is gaining in popularity 1. Types of RPA: proc, cons, opportunities, constraints 1. How to identify that customer needs the automation? 1. To convey an idea to the client: mission ImPossible 1. What are the primary BA skills or how to automate not automated?
- 4. WHAT IS RPA AND WHY IT IS GAINING IN POPULARITY? • Code-Free • Non-disruptive (Do not touch existing systems) • Business user friendly Main mission of RPA: What is RPA? Automate business processes across the enterprise using software robots Robotics process automation: is an emerging form of clerical process automation technology based on the notion of software robots or artificial intelligence (AI) workers. Characteristics of RPA software • Minimum routine human work. • If the activity is repetitive it should be automated • Human is able to concentrate attention on more intelligent tasks.
- 5. WHAT IS RPA AND WHY IT IS GAINING IN POPULARITY Professions for the future: • App developer • Computer systems/Business analyst • Nurse practitioner • Physical therapist • Health services manager • Physician assistant • Dental hygienist • Market research analyst • Personal financial adviser • Speech language pathologist The least safe jobs Chance of automation Telemarketer 99% Loan officer 98% Cashier 97% Paralegal and legal assistant 94% Taxi driver 89% Fast food cook 81%
- 6. RPA - Strategy The global RPA market is expected to reach USD 8.75 billion by 2024 © 2016 Grand View Research, Inc. “Robotic Process Automation (RPA) Market Analysis By Services (Professional Services, Training Services), By Organization (Small And Medium, Large Enterprises), By Application (BFSI, Telecom & IT, Healthcare, Retail, Manufacturing) And Segment Forecasts To 2024”
- 7. AUTOMATION CAN’T BE STOPPED
- 8. TYPICAL MANUAL BUSINESS PROCESS
- 9. BUSINESS PROCESS MANAGEMENT (BPM) VERSUS ROBOTIC PROCESS AUTOMATION (RPA) Robotic process automation (RPA) Business process management (BPM) RPA uses software robots or cognitive/AI robots for performing process operations instead of human operations. BPM is an approach to process operations management which focuses on improving process performance by streaming business processes, removing bottlenecks and adding value Its primary focus is to replace human manual labor with software robots Its primary focus is to streamline process, identify and remove bottlenecks to obtain shorter cycle times RPA is a surface level fix, which doesn’t optimize the process, but tries to make it faster by replacing human manual effort BPM is a deeper insight to process management which helps optimize the process itself. BPM can offer RPA as a solution under its wing RPA is a software technology concept BPM is an approach to management RPA can be easily altered to adapt to just about any BPM suite BPM can adopt RPA as one of it’s approaches to remove bottlenecks RPA is a quick, less expensive fix to compared to BPM; it doesn’t require invasive integration, changes to underlying systems or expensive employee training. Enterprises can achieve any benefit outcome of RPA by implementing a BPM platform
- 10. DOES OUR CUSTOMER REALLY NEED AUTOMATION? Where it works, and where it doesn’t? • Rote and repetitive tasks • Difficult decision-making that is machine- addressable • Sensor-based tracking and alerts • Self-service employee portals • Manual tasks that are risky or may cause injury • IT back office processes • Research • Document management WHEN AUTOMATION ISN'T A GOOD IDEA? • The business process not fully defined • Human decisions • Processes with the high criticality when the machine error is too “expensive”
- 11. HOW TO IDENTIFY WHERE THE AUTOMATION CAN BE USEFUL IF THE CUSTOMER IS PASSIVE? How many systems and services should run employee per day? How much “Copy – Paste” work they have? There are a lot of routine work like retype data from papers/between different systems etc. There are a lot of legacy systems which redevelopment is risky/expensive/undesirable There are a lot of processes where decision makes based on constant flow Quantity of workers who do that routine work is big We may try to automate your processes!!!
- 12. THE RPA PROJECT COMPONENTS: STEP BY STEP To identify the business process that can be automated: Main attributes: ❑ BP is strictly defined ❑ BP consists of many repeatable actions ❑ BP is time consuming ❑ Nice to support BP 24/7 Business process modeling - Model the process “As Is” - Define business rules - Define all systems/services to interact with - Define permissions of the user to perform discovered work - Create “robot” workflows with the screenshots (if needed) - Describe exceptions - Predict the human interaction
- 13. MILESTONES: WHY COULD RPA/BPA BE CHALLENGEABLE? Fear to lose current job - Be tricky: Do not say directly why you need details about process - Be proactive: Show the opportunities to live without routine work - Be one of others Absence of knowledge keeper - Investigate documents - Observe and compare - Set up the process
- 14. TO CONVEY AN IDEA TO THE CLIENT: MISSION IMPOSSIBLE Several ways to bring your idea to the customer Create a presentation with the description of gaps and ways of improvement Calculate ROI to show the possible value of the automation To create the POC and demonstrate the real outcome. Describe benefits Return On Investment (ROI) (Gain of investment - Cost of investment) / Cost of investment How to act if we not aware of the current costs Calculate ROI depends on the time Calculate ROI depends on the possible quantity of mistakes (Human vs Robot) As a result Representation of the idea based on the digits, always better than words
- 15. BUSINESS GOAL OF AUTOMATION Goal of automation Workflow is being described in document while gathering requirements Workflow formalized Reduce costs for staff Reduce costs for automation Reduce costs on correcting errors Additional cost efficiency due to learning circle Cost reduction Reduce number of human mistakesAccuracy and quality Time to market reduction Seamless work 365/24/7 without people fatigue Lean time and circle time Applying RPA allows to gather clean statistical dataStatistics Automation allows to process orders/operations with higher speed to outfit the concurrent Revenue increase
- 16. AUTOMATION BENEFITS It is easy to program and manage. You can automate routine desktop activities, such as application launch, mouse selection, field entry, copying and pasting data, template auto-fill, and calculations. Robots eliminate human error. They are also can be trained to handle case exceptions when they come across them. It can be integrated with third party systems, including CRM, billing, homegrown, or Citrix applications, to automate cross- application desktop activities. An automated robot performs the same functions as its human equivalent for only a fraction of the cost and is active 24/7. In addition, cycle time and head-count are both dramatically reduced. Reducing back office workload enables employees to focus on delivering the best service to the customer. Monitoring and analytics are provided. You can keep track of processes as they happen, as well as harness actionable insights that the robots can report back on. Robots work with different systems across multiple geographies and are manageable from your desired location. Extensive Automation Operational Accuracy Proficient Integration Secure Central Monitoring Enterprise ScalableCosts and Speed
- 17. WHAT ARE THE PRIMARY BA SKILLS: OR HOW TO AUTOMATE NOT AUTOMATED? - Be proactive - Perfect communication and negotiation skills - Logical thinking, ability to build logical sequences - Business process identification, evaluation, establishment - Business process modeling - Presentational skills - Adoption to the situation
- 18. Q&A Thank you!