The impacts of using RPA

RPA = Robotic Process Automation

I am blessed in my daily work I undertake where I train and consult to organisations large and small (private enterprise and state/federal government) to better improve services using technology and IT Service Management. Helping every customer in making our digital world a more efficient, smarter and cohesive experience no matter what service you are using. The impacts of RPA as a consumer are felt when you ring for an ambulance, get your car serviced, order a pizza or watch a movie on @netflix. At ACG we use RPA/AI/ML daily and embed it as a part of our services to enhance the outcomes for our consumers. For example Champions Portal uses RPA/AI to help students better understand their strengths and offer a pathway to pass their exams, and be more confident within themselves.

There isn't a business in the modern world today that doesn't rely in some way on computers for ordering stock, processing or fulfilling orders or supporting their customers. The outputs produced at each stage of the process combined together to produce an outcome that co-creates value for the business and consumer. In todays world RPA is at a point where most consumers don't know or don't care if there is RPA in the background driving their experience.

Market leading businesses use cutting edge technologies to service their customers faster, with less downtime and reduced errors/malfunctions. Using methodologies such as Agile, DevOps and ITIL to name a few, to bolster their capabilities and take control of their supply chain to better understand the weakest link.

Most recently you may (or may not) have noticed the growth of Robotic Process Automation, where mundane laborious tasks that used to be undertaken by skilled humans, are now fulfilled by robots or process automation. Take Microsoft Excel for example, you can employ RPA to perform tasks for you to calulate sums across multiple sheets by modifying one cell.

The impacts of RPA are shaping the world we live in, as we allow bots to do the tasks we cant or don't want to do. Allowing us to use our precious time and expensive human resources for more innovative endeavours.

The types of processes where RPA can yield the most benefit tend to be high volume, error prone, and sensitive to faults. Processes that are rules-based and which do not require complex decision-making are open to automation through RPA. More sophisticated RPA tools incorporate Machine Learning (ML) and Artificial Intelligence (AI).

Deploying robots can seem deceptively simple, however RPA can be fragile. Even simple changes to the applications that RPA interact with can have unexpected consequences. These changes may appear simple to a human, however, a RPA may not be tolerant to change. At best, this will cause obvious failures, at worst it may corrupt the data.

The design and development of RPA plays a part in how robust a service is when dealing with change.?

The design however is reliant on capable humans that have a clear understanding of:

• value stream mapping
• understand organisational structures
• employee satisfaction management
• considering the integrated toolsets
• reporting and advanced analytics?
• Collaboration and workflow?

As an ITIL Expert and the CEO of Adelaide Consulting Group which is an Authorised Training Organisation in the framework ITIL 4, we practice what we preach to all of our clients. One of our most recent courses we are accredited in is called CDS which stands for Create Deliver and Support. In this course we cover such topics as RPA, how it can be used and why it should be employed. This is only one topic of many as shown in the breakdown from the course below. (note the below topics only outlines Module 1 of the 3 module course)

Module 1 - Understand the concepts and challenges relating to the following across the service value system:

a) Organisational structure

b) Integrated/collaborative teams

c) Team capabilities, roles, competencies

d) Team culture and differences

e) Working to a customer-orientated mindset

f) Employee satisfaction management

g) The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

a) Team collaboration and integration

b ) Workforce planning

c) Results based measuring and reporting

d) The culture of continual improvement

Understand the use and value of information and technology across the SVS

a) Integrated service management toolsets

b) Integration and data sharing

c) Reporting and advanced analytics

d) Collaboration and workflow

e) Robotic process automation (RPA)

f) Artificial intelligence (AI) and machine learning (ML)

g) Continuous integration and delivery/deployment (CI/CD)

h) Information models

So as you can see, it not as simple as writing some code and away we go. There is a holistic approach to people who manage the technology that drives the services that the consumers use.

In the example below, it shows a breakdown of a manual process of the supply chain for filling shelves in a supermarket. Taken from the ITIL4 CDS Book as a reference.

In the video below, it shows how Amazon has been using RPA for years to better improve their efficiency and get services out to customers faster. Rather than the staff going to the shelves, the shelves come to the staff.

Some people argue that the implementation of RPA and AI takes away jobs from hard working employees, whereas some argue it offers opportunities for skilled individuals who are needed to manage the RPA, AI and process automation. Robots don't just wake up one day and say hey, lets go and do this. they need to be programmed, have clear outlined value streams and processes, to understand what the value proposition is for the consumer of the service.

The action of undertaking RPA is not as simple as writing a piece of code, then getting a computer to run with it, we need to consider the human aspects of a service, the implications on the population and culture. We need to have a holistic approach, that allows for us to collectively improve the world and give a solid return of VOI (Value On Investment). Our experience within it should be without the focus of a constant ROI. For example I can't see a service using RPA (other than getting the call connected faster) to respond to a human that uses empathy when trying to console another human at the loss of their parent or child. I cant imagine ringing a help line to have Jeff in a cold robotic voice say, "Hi how are you today XXXX, beep bloop, there there, you will be ok, Beep bloop", However we can use RPA to stop manual errors such as the one in the video below. The impacts of the below... What if that was a medical warehouse who was shipping EpiPen's, or asthma relievers and because of the human error, they couldn't ship them for 6 weeks till the mess was cleaned up? You as a consumer don't care why you cant get them when you are gasping for breath. the impacts of NOT using RPA could be life threatening.

If you had a choice between the amazon method or the warehouse above which would you prefer? Cheaper to have no robots initially but the clean-up of that mess, urgggh I can only imagine what the knock on affects were of that mess.

So whilst I'm here on this earth, I will take this knowledge and wisdom I have, to mentor and coach as many individuals as I can. Knowing that if I can give you back 1 minute or 100 days of your life to spend with your friends and family, meanwhile the bots can do the mundane tasks of yesteryear. You see, we don't just train people at ACG, we have a vested interest to make you a better person and get ahead in life, giving you the skill and ability to make decisions that can change the direction of peoples lives. Giving you the power to make change on a global scale.

If you think you are up for learning how to shape the future world, please reach out to us and sit on our next course. Better still if you work in a company that has been a market follower for years and want to start being a market leader, now is the time.

We have mentored and coached people in the police, fire, ambulance, grocery chains, libraries, State/Federal Government, real estate, banking, defence, aerospace the list is endless. As one of the biggest suppliers of training in this space in Asia Pacific region, we pride ourselves on providing the best experience to ensure that you can start implementing this knowledge as soon as you return to your work.

RPA, AI and machine learning are here to stay, if not managed it can be a hackers dream to take over your business (more on that approach in a later post). I urge you to start learning this NOW, if not from us, find an Authorised Training Organisation from the AXELOS portal.

Stay safe

Scott D Tunn