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

There is an interesting discussion initiated by Peter Schooff

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


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 

What’s a Top Priority Companies Should Have for Their Processes in 2018?

There is an interesting discussion initiated by Peter Schooff

What’s a Top Priority Companies Should Have for Their Processes in 2018?

My Thoughts:

Top priorities w.r.t. processes:

  • Process [ Review-Revisit-Refine-Reuse-Robotize-Repeat ]→ (better) RoI
  • Envisaging processes as Customer Journey Maps (defining day-in-a-life of a user) than outlining and implementing individual requirement specific processes in silos
  • Developing Self-Healing Process capabilities (e.g.: if there is an exception in the process and has been addressed by the user manually in the past for 3 to 4times. We do not want the same issue to be resolved with manual intervention every time. Instead, a training dataset similar to a KeDB-known error database can be created to build intelligence/Predictive Analytics/ML and resolve the issues or take appropriate actions on the fly). Sample scenarios like claims adjudication, KYC process etc.
  • Decisioning driven processes – ‘Persona’ driven by enriching customer experience
  • Robotizing the processes and steps that demand monotonous, mundane & manual intensive tasks
  • Defining simple, dynamic & configurable processes (wherever applicable). e.g.: Standard processes that are updated based on the audit, regulatory and compliance adherence. If there is a loan origination process that has a 1 step approval and in future, there is a mandate for a 2step approval in the flow, it should not invite for complete SDLC – define-design-develop-test-build-deploy (as it will be a costly affair with the magnitude of change)

To summarize:

The “process” still remains the heart/pulse and the business & enterprise ecosystem. An inefficient or weak process design is enough to choke the arteries, give cramps or cardiac arrest  – hence a healthy & efficient process design with Customer Centricity as one of the key levers, should be of utmost priority for the Business. Else additional overhead costs will be incurred in maintaining the process by Process Doctors/Consultants.

ECG for any Business Process conceived or created is very critical:


E: Experience (w.r.t Customer)

C: Cost (Maintenance/ Development / Change Management)

G: Gap Analysis to keep the business rolling (where we are right now, what we strive to achieve, present vs future roadmap, technology disruption & adoption)


What’s a Top Priority Companies Should Have for Their Processes in 2018? What’s your take?

Happy Learning!! 🙂

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How Big of an Impact Do You Think AI Will Have on Processes in 2018?

There is an interesting discussion initiated by Peter Schooff

How Big of an Impact Do You Think AI Will Have on Processes in 2018?

My Thoughts:

Artificial Intelligence is a multidimensional subject area. It can be broadly classified as a blend of Machine Learning, Predictive/Adaptive Analytics, NLP, Text Analytics, Voice Pattern Recognition, Image Analytics, Deep Learning, Graph Analysis, Robotics and many more.

The current state for adoption of AI complementing Business Processes in an enterprise is a bit chaotic with Discussions, Debate, PoCs, R&D etc. Hopefully, the coming year will embark on a more structured & focused approach(fingers crossed)

From  process impact standpoint, the key topic that will make a difference few years down the line are:

  • Enhanced Decisioning Strategies
  • ‎Predictive / Adaptive Analytics
  • ‎Persona Driven solutions
  • ‎Mature Robotics Process Automation
  • ‎Development of Self Healing Processes
  • ‎Inception of ML & Deep Learning Model driven processes
  • ‎Improvised Customer Experience (personalized) with Data fuelled strategies
  • ‎Reduction of OpEx with automated decisioning & self-healing capabilities
  • ‎Hype & marketing around “touchless” or “zero-touch” implementation e.g Touchless Claim Processing, Zero Touch Onboarding etc.
  • ‎Reduction of Contact Center overheads with Chatbots/Virtual Assistant implementations
  • ‎The AI, IoT & Process interlock can also act as a game changer in certain scenarios
  • ‎BPM products adding yet another capability to their stack as a new feature (be it homegrown or a plug & play model) 🙂

To summarize:

AI implementation is not new for enterprise (processes), they are already doing it in some form or the other (magnitudes may differ). But yes with the buzz in the wild, it has become a checklist mandate and a parameter for competitive advantage. Definitely, with new tools/technologies mushrooming everyday, AI will strengthen/mature & proliferate to unlock tremendous value. Things won’t change overnight to attain the “nirvana” state, it will be a steady incremental approach with a judicious feasibility study.

In a nutshell, irrespective of “getting Robots out of the humans[RPA]” or “humanizing the Robots… adding more intelligence[AI/Cognitive]” – the “process” still remains the heart/pulse and the enterprise ecosystem. An inefficient or weak process design is enough to choke the arteries, give cramps or cardiac arrest & dismantle the Humanized Bot

[Artificial Intelligence]:[Brain of the Enterprise] :: [Business Process]:[Heart of the Enterprise]

human-2972206_640Thinking loud based on the above analogous pair:  (pardon me for my knowledge of medical science!! :-))

A human with a non-functional brain & pumping heart(weak/strong) is within the realm of possibility & exists but on the contrary, a human without a heart (natural or pacemaker)  & alive is uncanny!!

In simple words: “The heart can beat without the brain, while the brain cannot function without the heart”


How Big of an Impact Do You Think AI Will Have on Processes in 2018? What’s your take?

Happy Learning!! 🙂

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Blockchain Demystified!!

No doubt, features like Decentralized Data Management, Immutability of transactions & Fault Tolerance give unprecedented advantage to organizations adopting it.

But, there are trade-offs which have to be judiciously evaluated. There are scenarios which can pose as overhead for business if not assessed properly. e.g:

  • performance hiccups due to traversal of date across the blockchain and fetching/persisting data;
  • demand for high end infrastructure for Decentralized datastore setup;
  • frequent changes to transaction (unnecessarily increasing the chain)

In summary: it is important to weigh the pros and cons of Blockchain adoption and how best it aligns to the business strategy / futuristic vision & importantly financial mathematics!

Original Article: 

#fintech #insurtech #blockchaintechnology

Happy Learning!! 🙂

NextGen KYC Initiatives in Indian Financial Sector

Good to see a community formed by 27 banks

  • Hope this will reduce the overhead costs/effort of Identity verification done via BGV Agencies. And improve TAT (turnaround time)
  • It’s time for financial institutions to revisit the Global KYC Process
  • A lot to catch-up & revamp in addition to blockchain (if not yet done) → RPA, Virtual Assistant (Chatbots), IoT, Artificial Intelligence, Predictive/Adaptive Analytics, Machine learning, Omni Channel Experience, Robo Advisors/Kiosks & of course Regulatory Changes.

Happy Learning!! 🙂

Is Low-Code/No-Code BPM Too Disruptive?

There is an interesting discussion initiated by Peter Schooff

Is Low-Code/No-Code BPM Too Disruptive?

My Thoughts:

Low-Code or No-Code primarily creates a herd of “citizen developers” or “tool jockeys“.

It shadows the pro-developer mode of working – by getting dirty with code, tailing through never-ending log files on a command prompt, debugging and troubleshooting itch-scratching error or exception.
There are pros & cons to the low-code / no-code adoption by an enterprise:

  • The complexity of the implementation is masked and encapsulated by the fancy looking visualization tools with drag-n-drop features, pre-built components and configuration palette made available as out-of-the-box offerings
  • Business gets a feel-good-factor, with some confidence to incorporate the change
  • One-Stack Development Platform providing ease of maintenance / single pool of likely skilled team / one touch deployment (fast & quick with improved TimeToMarket – if all the needs are fulfilled by the platform)


  • Adopting a low-code / no-code platform creates a single point of dependency on the part of enterprise to live forever with the product
  • Flexibility is less compared to bespoke ways of implementation (low-code platforms primarily demand living within the defined boundaries created by the platform)
  • At times, creating custom plugins or custom code adhering to the configurations/features/limitations provided by the platform – demand for additional effort

In summary, low-code or no-code platforms are like “Lego Building Blocks“. If all the model/shapes are available to meet your business functionality – that’s great. Else, additional effort needs to be considered to crafting and creating a block to fit with other building blocks in terms of design/shape/polish/color.

lego-blocks-2458575_640In a way, Low Code / No Code platforms reduce the bridge between the IT & Business stakeholder (which is also the same goal/objective BPM as a principle has been advocating & rattling for more than a decade).
So, it is not too disruptive with regards to BPM. But YES as a terminology it is catchy! And going by the buzz in the wild of disruption, it becomes important for enterprises, to innovate and differentiate addressing the C-P-Q (cost-pace-quality) factor and building solutions (faster, better & cheaper) enriching the customer experience.

Finally, whether to use or not to use a low-code/no code BPM as a launchpad for the enterprise depends on multiple factors and key ones being – vision, future architectural/functional roadmap, maintenance, cost, enterprise landscape, customer experience, customization effort (if any) etc. It’s unfair to consider Low-Code / No-Code as “one-taste-suits-all” kind of an offering for Enterprises (some may like it a bit tangy and spicy – customizations are inevitable) 🙂

Is Low-Code/No-Code BPM Too Disruptive? What’s your take?

Happy Learning!! 🙂

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