Automate this The business leader’s guide to robotic and ...

1 Automate this The business leader's guide to robotic and intelligent automation Service Delivery Transformation Proposal title goes here |. Section title goes here . As the nature of work has changed, so too have the methods of automation. robotic process and intelligent automation tools can help businesses improve the effectiveness of services faster and at a lower cost than current methods, but with important limitations. Global business Services Outsourcing Shared Services 03. Service Delivery Transformation Automate this | The business leader's guide to robotic and intelligent automation . Contents Foreword 5. Process automation: What and why? 7. Nuts and bolts: Basics of enterprise automation 11. using robotic process automation Breaking through the hype: Six myths of robotic 15. process automation and intelligent automation Dip your toe or dive in?

2 Look before you leap 18. A glimpse of the future 22. Authors 24. Endnotes 25. 04. Service Delivery Transformation Automate this | The business leader's guide to robotic and intelligent automation . Foreword We have seen it in the have So why do we need robots to run business enabled by cognitive technologies,1 nascent, read fantastical futuristic fiction about it as processes in the first place? Well, to begin but with hugely transformative potential in youngsters in now it is upon us: with many of our business processes are not the near future. We liken the current state of Robots performing human tasks. as intelligent as they could be. Some of them the RPA and IA landscape to the transitional cut across many IT systems that do not years of ERP tools. Remember various ERPs, The future posed by visionary film creators always talk to each other.

3 Others are just too before the graphical user interface and the and novelists is still a bit further away, but time consuming for humans to perform. To wonders of the data warehouse? robotic the technological advancements which run them smarter is however an expensive tools are in a similar state today. Just as could make it possible are coming, and proposition. It often involves a massive capabilities of the ERP tools exploded as potentially with great speed. There is a IT transformation such as an Enterprise successive releases leapfrogged each other buzz around how robots can transform Resource Planning (ERP) implementation and customer support offerings become business processes. We have been talking or a toolset such as a business process increasingly user friendly, we see similar for years about robots the droids that management system (BPMS).

4 Other capability trends in the robotic space. mimic humans in a factory but now we are business processes rely on insights based on the verge of seeing robots that replicate on human reasoning that computers have Alright, but what exactly are these robot- the human brain, rather than only arms not been able to replicate. led automation tools and how similar or and legs. Just like their physical cousins different are RPA and IA from each other? transformed manufacturing, these virtual Therefore, today's business conditions are When should we use either of them, and robots are likely to change the way we run ripe for major change and the emerging how is the supply side geared to start our business processes. technologies within the robot-led solving our problems? automation realm could just be the solution. Robot-led automation has the potential to But the hype about these solutions taking Given such interest on the demand side, change today's workplace as dramatically over the workplace obscures the reality, the ongoing maturation of available tools, as the machines of the Industrial Revolution and can confuse the casual observer.

5 And the promise of new ways of working in changed the factory floor. Core skills that are There are actually two separate genres of support of a world class, advanced service related to business process knowledge, automation tools emerging, both of which economy, this is a good time to provide a technology integration, and insightful have the potential to make our processes comprehensive report on this emerging analytics could be delivered through smarter and more efficient, in very different space. We combined efforts to research this a leveraged model at a lower cost. The ways. The first is a set of tools classified as area in depth. To better understand the RPA. capability and demand already exist for this robotic Process Automation (RPA), which space and market capabilities, we reached technology, and it is enabled by abundant has been maturing quietly over the last out to a number of suppliers with an computing power and software solutions decade, to the point where they are now extensive data request coupled with further that can be packaged and downloaded used for enterprise-scale deployments, very discussions and technology demonstrations as apps.

6 Quickly and at very low cost. The second with some of those suppliers.*. genre is Intelligent Automation (IA) tools * In some sections of this paper, we have used some products and vendors as examples to better illustrate a concept. The intent of these references is limited to the illustration of concepts, and is not meant to compare product capabilities or to recommend any particular solutions. 05. Service Delivery Transformation Automate this | The business leader's guide to robotic and intelligent automation . We also drew upon our experience, knowledge base, and tools in the areas of technology-enabled business transformation, shared services, and outsourcing. And finally, we spoke to end users and had a number of contextual conversations with experts in our network. It's important to note that while we had thorough discussions with suppliers regarding their claims of product capabilities, we did not independently validate their representations nor did we conduct formal reference checks or make any attempt to confirm the fitness for any purpose.

7 We have enjoyed this process as we jointly discovered the breadth, depth, and nuances of this space and are delighted to bring this knowledge and perspective to the larger business reader base. Peter Lowes Principal business Model Transformation Deloitte Consulting LLP. Frank Cannata Senior Vice President Operations and Planning Solutions Warner Bros. Entertainment Inc. 06. Service Delivery Transformation Automate this | The business leader's guide to robotic and intelligent automation . Process automation: What and why? Different means to the same end in expedient solutions to problems, By developing shared services and/. Process automation is nothing new inadequate attention to scalability of or outsourcing processes to a third- organizations have always looked for ways processes and technologies, and siloed' party business Process Outsourcing to achieve greater operating efficiencies applications.

8 Inorganic growth typically provider (BPO), who will typically derive and support growth. Process automation presents an even larger problem bringing efficiencies through labor arbitrage and at scale arguably began more than two two disjointed organizations together and by virtue of scale. This is often a one- centuries ago in the textiles industry, combining multiple sets of operations is time labor arbitrage benefit, and many when factory machines began to be used difficult to achieve. organizations have already realized these for labor-intensive tasks such as weaving, efficiencies, effectively hitting a ceiling'. stitching, and spinning cotton. Physical tasks To date, organizations have responded to beyond which cost and performance can of this nature are now widely automated these challenges in various ways, including: be further improved only through doing across manufacturing and other industries, things differently.

9 By investing in newer or better- and developments in the field of robotic integrated enterprise applications. On continue to lower the cost of automation Each of these options has its limitations. In paper, this typically represents the right . while expanding the capabilities. the ongoing quest for operational efficiency, approach, but such projects are expensive business leaders may keep asking how and many implementations fail. Even the As the nature of work has changed, so too they can: projects that prove to be successful may has the method of automation. For the take years to implement and any effort to Avoid or defer the high investment of large internal operations of a modern business , shorten the project time can compromise technology transformation programs while the chief enabler of automation has been the chances of success and increase the achieving their operating objectives.

10 Traditional information technology (IT). Many risk of failure. Running costs may still organizations have applied technology to Support business growth without the be high after completion, and the long business processes through the use of ERP proportional increase in operating costs. deployment times can limit agility. and other business applications. However, Derive greater value from already some of those same organizations still have By optimizing processes with the aid outsourced operations. a patchwork of less-than-optimal business of a BPMS a software application that processes and applications that do not talk supports the process improvement life Support product, process, and business to each other and rarely ease the workload cycle, and often facilitates integration model innovation, and test ideas without of generating meaningful insights between enterprise applications to costly new technology.