A click towards hyperautomation

It was not long ago that I heard about Robotic Process Automation (RPA), which is a techy term to describe giving instructions to a computer to execute a business process just like a human would do. The scripts that execute the processes are what we define as robots.

This type of technology is on its way to disrupt the way we work by automating stable, rule based, repetitive tasks that follow a business logic and have a common output result.

The reason why many people have not heard about it is because it has mainly been used to automate back-office functions such as Corporate IT, Finance/Accounting, and HR. But ... according to Gartner, by 2023 there will be a 30% increase in the use of RPA for front-office functions (sales and customer experience). This will be achieved through the integration of RPA with other technologies and services, like AI, machine learning, iBPMS and iPaaS. This will create an integrated digital toolbox that companies can leverage from ... and this is what we call hyperautomation.

By 2023 there will be a 30% increase in the use of RPA for front-office functions - Gartner

The journey to hyperautomation will require a clear strategy, strong governance and adequate guardrails to achieve its objectives. McKinsey's three horizons of growth framework is a good starting point to give some perspective of what its integration could look like:

Envision the future and link it to your purpose.

What does hyperautomation looks like in your organisation? Why do you need it? and is it linked to your organisation's purpose? It is important to start by understanding why you are doing it and what you are aspiring to become by integrating technology into the business. The objective is to create a clear and shared vision that can permeate through the entire organisation - this is Horizon 3.

Develop a tactical approach that will get you there.

In this stage, the aim is to have a structured approach that will gradually take you closer to the organisation's desired state. Have a look at what is currently available (IT infrastructure, data, process maps, capabilities) and what is missing to expand or move away from small pockets of innovation. In other words, Horizon 2 is all about creating a testing ground to shape the business.

Democratise automation by driving citizen-led automation opportunities.

There is no better way to identify process pain-points than to ask those who have to deal with them on a daily basis.

By giving front-line employees the skills and tools to automate bits and pieces of their daily tasks, you are enabling them to think outside the box and making them feel like they are part of the automation journey, not to mention that process mining depends on employees performing their daily tasks to identify what can be potentially automatable. Horizon 1 is about optimising what is already in existence.

It is important to mention that all horizons have different resource needs and metrics of success. They are not fully co-dependent on each other. All three can be worked on at the same time and as technology evolves, so will the vision of your hyperautomated future.

For more on the topic, I recommend reading Gartner's article "Predicts 2020: RPA Renaissance Driven by Morphing Offerings and Zeal for Operational Excellence" and "2020 Gartner Magic Quadrant for Robotic Process Automation".

Image credits: Top - Photo by Eric Krull on Unsplash / Bottom - UiPath's pet robots from UiPath's website.