Selecting which process to Automate

A common question that surfaces in many conference panels is "where do I begin?" Occasionally the question is very specific, for example "which functional area is a good place to start?" (finance and operations are the top two) or "how do I know which automation is right for me?" (categorising automation helps focus the discussion) but generally it relates to the use of Robotic Process Automation (RPA):

The Simple Answer

Sometimes the simplest answer is the best and with the limitations of time in a conference panel I reccomend identifying the area of highest operational. The calculation is simple, identify your the highest volume processes and then, for each process, multiply by the time taken to complete the task manually. The resultant ranking provides a good place to begin your automation journey.

Using this approach you may find that it is not your highest volume process that has the greatest impact, rather a lower volume process with a greater amount of manual effort spent on each transaction may filter to the top.

This, of course, does not include other important factors such as quality (reducing the number of errors) in your selection process. If you find yourself needing a more granular view to begin your selection process then a more comprehensive version of the selection process is needed.

The Less-Simple Answer

There are many reasons for taking a more comprehensive view of the situation

• Additional granularity to aid selection when there are multiple processes with similar operational impact.
• Cost of (poor) Quality is high.
• Seasonal peaks in demand that are difficult to service.
• A low volume process with high opportunity for reuse (Repeatable Processing).

1. High Operational Impact: This is the simple answer, and a good place to begin your evaluation.
2. Rule Based vs Judgement: Processes which have a high proportion of standard work (also known as your runner processes). Follow the 80/20 rule when it comes to automating these processes, the exceptions requiring judgement may be better to keep with people initially.
3. Quality: Eliminating errors and ensuring a consistent result is one of the great side-benefits from automation. If you are experiencing significant "Failure Demand" (work created to correct a previous mistake) then this will be a significant factor in your evaluation.
4. Repeatable and Scalable: Processes which occur periodically (called repeater processes as they tend to occur on a monthly, quarterly or annual basis) are notoriously difficult to keep staff trained and automation provides a more easily scalable option.
5. Low or No Touch: Redeveloping processes for efficient automation is crucial. Even if it is not possible to create a complete End-to-End process solution it is still often possible to re-sequence the process to allow automation to handle the majority of the activity. Again the 80/20 rule is king.
6. Innovation: There have been many innovative ideas generated that have fallen away in the solutions phase when the reality of resourcing needs are fully evaluated. I've experienced it in workshops myself with a line "this is an amazing idea, we just need 100 more people for a year..." These new and innovative services can now be made possible through the use of robotic automation.

It's the Tip of the Iceberg!

In a recent conversation with a major bank, who were actively embracing RPA, only saw it as a mechanism for improving operational efficiency. The ability to rapidly test ideas and reconfigure processes to work differently to the original underlying applications opens up many innovative development opportunities. Yet very few companies are utilising the various automation platforms with innovation in mind.

The guidelines presented here are also largely focused on RPA solutions and therefore do not account for the potential of virtual assistants, intelligent automation or machine learning, all of which significantly enhance the opportunities for greater customer experiences.

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If you are interested in learning more about robotic automation then please get in touch with the team at Wzard Innovation who can help you to develop and sustain your automation journey.