Considering the current Pandemic situation across the globe, more and more companies are opting for RPA (Robotic Process Automation) system to purge tedious tasks, ultimately releasing employees from minor tasks and let them concentrate on higher valued ones. However, a successful RPA system requires accurate design, planning and authority to support the business well. Here, we must first understand what exactly the RPA is.
RPA stands for an application of technology, directed by business logic and planned inputs, and is organized for automating/computerizing various business procedures. Using RPA system, a company can build up software to annex and interpret various applications for business processes like transaction process, operating data, generating responses and connecting with other digital systems. An RPA scenario can be as basic as generating an automatic response to an email/message to installing thousands of bots, each of which is programmed to automate various tasks in an ERP system. It all depends on a company’s need and objectives as to which RPA system they should employ.
This would be the most common question coming up in anyone’s mind, especially the one who is new to this system. For any organization, RPA has the aptitude to minimize staffing costs and manmade errors. David Schatsky (a managing director at Deloitte LP) sites to a bank’s experience with implementing RPA. He states that the bank restructured its claims’ process by installing 85 bots to run 13 different processes, thereby dealing with 1.5 million requests per year. The bank clearly admitted that the RPA model they undertook carried the competence of about 200 full-time employees, and that too at about 30 percent reduced cost of recruitment.
Bot is more like a ‘robot’ and is very economical and also an easy to implement system, which requires no custom software or detailed integration system. Schatsky says that such characteristics are important as companies often look for growth without adding expenditures or disagreement among workers. In fact, companies are willing to create some breathing space in the work environment so they the workers can gear up the business objectives by automating the minor/miscellaneous tasks.
According to a recent survey, 70% of B2B buyers believe that virtual sales’ calls are equally effective as personal ones when it comes to complex products. The survey also reveals that 80% companies are fast-tracking their automation effort in this pandemic situation. Long-term success will depend on redesigning work and processes to be suitable for automation.
Now, if you are planning to employ RPA system for your business needs, do consider these factors which make a huge difference of opinion in an organization:
1. Analyze your objectives carefully
Though RPA may provide Quick WIN MODEL, driving RPA in the long run is absolutely different. Dave Kuder, associated with Deloitte Consulting LLP, says that RPA may prove unsuccessful if the management fails to analyze its own expectations. Thus, it is crucial for the organizations to choose RPA with a vigilant mindset. This way, the result will be dream-driven!
2. Business influence
RPA is usually upheld as a tool to boost return on investment or minimize organizational costs. However, Kris Fitzgerald, CTO of NTT Data Services, has something more to say. He claims that more organizations should go for it so as to enhance customer experience. To take an example, enterprises like airlines hire several customer service agents, yet customers often wait in the queue. A chatbot, here, would help ease this wait. “You put that virtual agent in there and there is no downtime, no out sick and no bad attitude,” Fitzgerald says.
3. IT expertise is a must
Many organizations have bought RPA and implemented the same, without any IT assistance. But, this won’t work well. The business heads must take IT assistance from the outset to certify that they get the right resources and implement them correctly in their business.
4. Weak design and altered management cause chaos
Several RPA implementations fail to serve the right way just because design and alteration are weakly managed, says Sanjay Srivastava, Chief Digital Officer at Genpact. Just to get anything positioned, some organizations ignore communication relations between various bots, eventually breaking up a business process. "Before you implement, you must think about the operating model design," Srivastava says. "You need to map out how you expect the various bots to work together." Instead, some organizations skip to look over the changes which the new operations will have on different processes in an organization. An organization must have a well-planned design for itself to prevent any kind of business commotion.
5. Project management is supreme
Certainly it is. A common problem that comes up in RPA is the collapse of the entire plan under certain obstructions. To take an example, an employee at a Genpact client altered the company’s password policy, however, no one bothered to adjust the bots accordingly, which further resulted in the loss of data. Organizations must cope up with such alterations and must be ready with an effective project management strategy, wherein, the RPA solution can adjust or install a regular monitoring and alert system to avoid setbacks. Command and control, these two keys shall always be vigorously employed in any work system.
To sum up, RPA definitely takes over complete/partial business processes of an organization, depending upon its deployment in various sections. a good study of the system and consideration of organizational factors is a must to successfully implement this system and ease the burden of various tasks on the manpower.