Part II: When should you implement RPA? - Timing is Everything in Business

Implementing technology initiatives can be a daunting task depending on the size of the solution being deployed. Having worked with clients in digital transformation projects, getting the timing right is important because it could determine the success of the envisaged transformation. To make this determination, many considerations need to be thought about.

For instance:

·        Which other projects are ongoing?

·        Does the Organization have the bandwidth to adequately focus on the implementation?

·        Do we have the budget?

·        Are our processes ready?

·        What about the team that we intend to work with, do they have the requisite expertise?

·        Do we have the right solution, to deliver the transformation results we desire?

·        How long will this take?

·        What outcome and benefits do we expect from the initiative?

These are just but some of the key questions senior level executives and transformation managers should always have in mind whenever transformation projects are being discussed.

This is no different with RPA. Now that we already know why we want to embark on this journey, It is also imperative to ensure that the timing chosen for RPA implementation ensures that we are able to achieve our intended objectives. It is also important to consider the key dependencies on RPA. Some of the issues to consider include.

1.      Is the Foundation laid out? The systems that the bot will interact with need to be up and running. Without having this in place is like wanting to build a house with no foundation. RPA works with structured data be it in Excel, or in Management Systems with underlying databases e.g. CRMs, ERPs, Core Banking Solutions or other systems where a workflow already exists. What the bot would do is optimize these processes through automation of the repetitive tasks that otherwise a human being would perform while interacting with the system. If these are not in place then it becomes difficult to deploy RPA in a completely manual environment with end to end processes being manual and no structured way of storing, processing and retrieving data. There is always a misconception that RPA will replace existing systems, which is far from reality. RPA interacts with the already existing Information System with optimization in mind.

2.      How Solid is our Foundation? The systems that will interact with the bots need to be in place but not in TRANSITION. This is a key consideration that sometimes is not actively thought through. RPA does what the human would, but is able to repeat these tasks much faster and in a more efficient manner. The information systems the user interfaces with remain the same. Picture this scenario; when a team goes ahead to develop an implement a bot in the middle of a system upgrade, the entire user interface may change from the layout design and key features  as well. This would mean that the bot will have to be re-calibrated to pick the elements of the system as they are in the upgrade. Just the same way we train end users during such implementations and upgrades, we also have to re-train our virtual workforce to effectively interact with the system.

3.      What are we building? Have we identified the process(es) that we want to automate? This could be part of a broader digital/ automation strategy or simply listing down what the organization wants to automate. It would be futile to start an automation exercise without the intended goal in mind. It is prudent to have clarity on the processes required and the desired outcome. How to select the right process to automate is important, this is topic which we will look at in detail in the coming days.

In RPA deployment, it is also necessary to consider the methodology used as it also contributes to how long an organization would take to deploy the solution and consequently how long they have to wait to begin enjoying the benefits of the solution. In the good old days we used waterfall methodologies and more often than not by the time design, development, testing, sign-offs and eventual go-live happens, the user requirements have changed. In this digital age, things change even faster and therefore embracing an agile approach enables organizations to quickly design, deploy solutions and begin to enjoy the intended benefits in a much shorter time frame. In the case for RPA, this can be done in a matter of weeks depending on the use-case.

There is never a perfect time when the organization will be 100% ready because it is the nature of life and businesses that things keep changing. We will always come up with new products, new solutions to our customers, new technologies have and will continue to shape our operating environment, customers preferences will keep evolving and as businesses we need to be agile and adapt. Therefore, start where you are, be clear on what you want to achieve then go ahead and deploy the RPA solution as long as you take care of the foundation as you begin, the fittings and furnishing can be sorted out as you build the house no matter the size.

One thing that COVID-19 has made clear to us is that if we are not deliberate and actively embrace some of these emerging technologies then it becomes extremely difficult to continue providing value to our customers. As a result of the Pandemic, we have seen businesses that have quickly pivoted and are actually thriving due to the fact that they embraced digital concepts and solutions creating new business models and better value proposition to customers while those that have remained adamant on the brick and motor business models, those that are not embracing digital transformation are struggling to catch up. We have seen an acceleration in adoption of emerging technologies due to the circumstances around us. It is now time to critically think through on whether or not we are riding the wave of change or being ridden by it.

As we think of future proofing our businesses, are we ready to be the early adopters, the pace setters in the industry or are we waiting for others to do it first and then follow? Remember timing alone can make a lot of difference in market positioning. Take the leap now and explore this technology in your own business environment. The future doesn’t just happen, The future gets happened!