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Will All Data Driven Processes Be Automated Sooner or Later?


There was an interesting discussion initiated by Peter Schooff @bpm.com few months back

Will All Data Driven Processes Be Automated Sooner or Later?

Will All Data Driven Processes Be Automated Sooner or Later? …What do YOU Think? https://bpm.com/in-the-forum/6460-will-all-data-driven-processes-be-automated-sooner-or-later #BPM #process

My Thoughts:

  • That’s definitely the ‘nirvana‘ state which every enterprise is thriving to achieve. Data Driven approach will be a key lever for organizations to realize the potential of Self-serviceability & Self-healing processes.
  • But, the question is, will every data-driven process be eligible for automation sooner or later?
  • The answer is ‘maybe not’. What’s more important is Quality of Data!
  • Even if we have tons of data that are not interlinked or just provide discrete info – it does not meet the purpose.

A simple scenario:

  • A leading financial institution that wants to automate the Customer Service operations (as it has tons of data collected over the years w.r.t its Customers) may not succeed if the data in store are just siloed/half baked info or mere transactional notes.
  • Quality of Conversation is critical than just providing pointed transactions which have white spaces in Customer Engagement (it’s like a trade-off between AHT- average handling time & conversation time or simply put speed vs time)
  • A data driven approach with a wish list of automation should ensure the Quality of Data is not compromised. Else it will show unexpected behaviour which can turn out to be a costly affair.

To put it in one sentence:

“Data Driven Automation approach should preach Quality of Data”

If organizations do not have clean/qualified data, that should be the prerequisite exercise(as data discovery) for smooth & uninterrupted automation to follow.

Will All Data Driven Processes Be Automated Sooner or Later? #automation #data #RPA #process

Happy Learning!! 🙂

Image courtesy of [Suwit Ritjaroon] at FreeDigitalPhotos.net

Happy New Year – 2019


Wishing everyone a very happy and prosperous New Year – 2019
Add Colours to your Life, Stay Healthy & Stay Blessed!!

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The Year Ahead for BPM – 2018 Predictions from Top Influencers


 

(more…)

Customer Journey Mapping


Nice Read! Article on Customer Journey Mapping by Sandy Kemsley

Happy Reading! 🙂

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What do you think will be the key business drivers for BPM adoption for the year ahead?


There is an interesting discussion initiated by Peter Schooff @bpm.com

What’s a clear sign a company could use RPA? You Know a Company Could Really Use Robotic Process Automation When…

My Thoughts:

Key Business Drivers for BPM Adoption :

  • If envisaging an end-to-end Process from a Customer viewpoint (like day-in-a-life of a user or customer journeys) are given due importance compared to lines-of-code (LoC) implemented from a technical front (seeing the business from a technology lens) – then it’s time to “thinkBPM” or “betterBPM”(existing Impl.)
  • Streamlining & Optimizing existing Business Process loopholes
  • New Compliance & Regulatory process changes (as stated above e.g. GDPR)
  • Building easily maintainable & configurable processes (demand for low code platform)
  • Reduction in Operational Overheads
  • Data insight driven Process Enhancement (with enhanced Decisioning for developing Self-Healing Processes)
  • Organizations planning to jump on the Digital Transformation Bandwagon! (BPM being is one of the levers to digitalize the processes)
  • Another step closer, to bridge the gap between the Business & IT (BPM has been striving to achieve this from the day of inception)

What do you think will be the key business drivers for BPM adoption for the year ahead? What’s your take?

Happy Learning!! 🙂

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What’s a clear sign a company could use RPA?


There is an interesting discussion initiated by Peter Schooff @bpm.com

What’s a clear sign a company could use RPA? You Know a Company Could Really Use Robotic Process Automation When…

My Thoughts:

You Know a Company Could Really Use Robotic Process Automation When…

  • ..the workforce is involved in Mundane Monotonous Manual intensive tasks
  • ..a rhythmic Keystrokes pattern on the back-office/front-office floor makes more noise (comparable to an industrial manufacturing unit)
  • ..the agility in Customer Experience is negated by the sluggish back-office operations driven my manual hand-off
  • ..cost & priority of modernization or digitalization of every ancestral/legacy system is not the need of the hour
  • ..a Band-Aid solution like RPA is enough to heal the gaping wounds of the heterogeneous & messy heritage application landscape
  • ..reduced labor expenses, improved efficiency, reduced cycle time & importantly overcoming labor fatigue/human error (in scenarios involving routine activities) are the business KPIs
  • ..scaling labor for onboarding & training has an increased TAT (with RPA it is easy to multiply the bot workforce)
  • ..there is a demand to convert the heavyweight head-down workforce (involved in routine assembly-line tasks) to knowledgeable/ intelligent workforce
  • ..every discrete application in the enterprise landscape works in silos (with no defined integration) and have their individual priorities/transformation roadmap but a unanimous business objective to achieve “automation

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Typical head-down workforce activities in a scenario like a Customer Onboarding are:

  • scanning paper forms to digitize it
  • ‎manual rekeying of data (data entry)
  • ‎4-eye check (reviewer to confirm, data entry is flawless)
  • ‎manual hand-off of tasks with follow-ups
  • ‎manual classification of documents and bucketing it
  • ‎toggling across multiple screens/apps to copy and paste data (or fetch/compare info) – involving no traceability/audit trail

What’s a clear sign a company could use RPA? What’s your take?

Happy Learning!! 🙂

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Happy New Year -2018


Wishing you and your family a very happy and prosperous New Year – 2018

Stay Healthy & Blessed 

Be Future Empowered

BPM Predictions 2018

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