Process Metrics and Bot Run Schedule in a PDD (Article 4 of 8)

Accurate documentation of process metrics and bot run schedule within the Process Definition Document (PDD) is pivotal to the success of any automation initiative. This article provides a framework for Business Analysts to systematically capture critical data during the requirement gathering phase. Key metrics such as process volume (both current manual and anticipated bot processing), average handling time, and volume seasonality must be meticulously recorded to inform the design and scalability of the automation solution. Additionally, capturing details related to Full-Time Equivalents (FTE), operational frequency, scheduling specifics - including day, time, and time zone -and adherence to the holiday calendar, ensures that the bot aligns seamlessly with business operations and optimizes performance.

Let’s get into details:

A) ?Process Metrics

?1.??? Process Volume (Manual Processing):

This metric refers to the number of files, rows, items, forms, cases, etc., processed manually within specific time frames such as hours, days, weeks, or months. It is essential for understanding the current workload and capacity.

2.??? Process Volume (Bot Processing):

Indicate the expected process volume per bot run. It is important to note that in some instances, the business may not fully delegate all tasks to the bot. Therefore, documenting the bot-specific process volume separately is important for clarity.

3.??? Average Handling Time (AHT):

Represent the average time taken to manually process a particular portion of the work (e.g., a form, case, claim). This metric is critical for evaluating the efficiency of the current process and for estimating potential gains from automation. If required, time and motion study should be performed for better clarity.

4.??? Volume Seasonality:

Refer to the fluctuations in process volume that occur during specific periods within a month or across the year. Understanding these variations is vital for planning and ensuring that the automation solution can handle peak loads.

5.??? Future Volume:

This metric projects the expected increase or decrease in process volume in the near future, which is essential for ensuring that the automation solution is scalable and sustainable over time.

6.??? Full-Time Equivalent (FTE):

Represent the current number of FTEs required for manual processing. It is imperative that the FTE count, as provided by the SME, aligns with the calculations derived from AHT and process volume to ensure accuracy.

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B) Bot Run Schedule

1.???Frequency:

Specify how often the bot should run, whether hourly, daily, weekly, monthly, or quarterly. This metric ensures that the bot’s operation aligns with business needs and optimizes process efficiency.

2.???Day:

Define the specific day(s) of the week on which the bot should operate. For instance, if the bot is required to run on the fourth day of the week, it should be clearly stated that - "The bot should run on the fourth day of the week, i.e., Thursday," - to avoid any ambiguity.

3.???Time with Time Zone:

Indicate the exact time, along with the relevant time zone, when the bot should run. For processes requiring multiple runs per day, detailed specifications are necessary to ensure the rule is correctly implemented.

Example of Insufficient Details:

"Bot should run every 2 hours throughout 24 hours."

Example of Sufficient Details:

"Bot should run every 2 hours starting at 0000 hours CST (Central Standard Time) daily, i.e., 12 times a day. The process must run irrespective of weekends or U.S. holidays."??

4.???Holiday Calendar:

Outline the holiday calendar specific to the relevant geography or organization. Ideally, the bot should be linked to the source where the holiday calendar is maintained, making the bot’s operation independent of manual updates at the year’s end.

5.???SLA:

Explicitly state the Service Level Agreement (SLA), detailing the time by which the business team expects to receive the bot’s output. This ensures alignment between the bot’s performance and business expectations.

In conclusion, meticulous documentation of process metrics and bot run schedules within the PDD is essential for ensuring that the automation aligns with business objectives and operates efficiently. By capturing these details with precision, Business Analysts can significantly contribute to the successful design, implementation, and scalability of the automation solution.

In the next article, we will explore what details one must capture about applications involved in a process being automated.

Disclaimer:?The insights I am sharing are based on my experience with specific Centers of Excellence (CoEs). It's important to recognize that each CoE operates in its own unique way. Therefore, certain aspects of the Process Definition Document (PDD) discussed in this series may not align perfectly with your CoE’s practices, and some may even seem unconventional. Please use this information with that context in mind!