Process Automation Specialist

Why Process Automation?

Benefits beyond operational speed and precision

Process automation is helping organisations around the world augment the efficiency and effectiveness of their operations. The shift from manual operations to an automated environment is a measured and conscious decision. Going beyond enhanced operational efficiency and effectiveness, automation helps achieve early process maturity and in making process improvisations. Organisations find it much easier to replicate mature and proven processes in the event of growth and expansion. Automation also helps organisations standardise their operations in a shorter period. Process automation enhances the operational capabilities of organisations to handle more work volume. We can use the example of the use of RPA (Robotic Process Automation) by insurance and telecom companies to process offline application forms and hard copies of documents.

Derived economic benefits?

Process automation is a long-term decision. There must be a strong case for automation. It is similar to buying any expensive asset. Apparently, it may be a considerable investment but over a longer period, the benefits are higher than the costs if the planning and implementation are done right. The alternative perspective is that if automation is not helping organisations derive any economic benefit, the chances are high that the planning, implementation, and management were not done right. For example, if an insurance company uses RPA to process offline forms and documents but it still has to deploy a team for manual intervention, it defeats the purpose of automation.

What about customers?

Process automation goes a long way in developing, sustaining, and uplifting customer experience.

To start with, process automation is a powerful solution to monitor and control adherence to SLAs (Service Level Agreements) with value chain associates and service providers. Some value chain associates deal directly with customers and thus, their performance influences customer experience.

Internal processes and operations also carry a residual impact on the experience delivered to customers or other types of stakeholders like citizens. Various internal components like purchase and inventory management, warehouse management, use of analytics, digital marketing, IT management, etc. affect customer experience. Automation grants speed, accuracy, and coordination to and among these processes.

Resource Redirection

By adopting process automation, organisations get an opportunity to redirect manual resources to more creative areas where human involvement is of utmost importance. For instance, with the use of automated chatbots, eCommerce companies could reduce the strength of their customer services/support team. Only those customer grievances or complaints that cannot be resolved by automated responses are elevated for human intervention. Because such issues do not constitute a larger share of the grievance bucket, companies choose to deploy more qualified teams for handling complex matters instead of having a bigger team with average skills.

Delegation and Executive Focus

Delegation is a powerful management principle for alleviating the burden of superiors. And this principle applies to the entirety of an organisation structure. Process automation empowers organisations to become efficient in applying the principle of delegating within their internal structures and systems. With better reporting, monitoring, and information sharing via automation and BPM platforms, it is easier to delegate tasks and responsibilities, share work within teams, and track work statuses. For instance, a CMS platform easily reveals if a certain task or responsibility could be assigned or delegated to another team member.

The top-level executives could free themselves from routine operational affairs when they have the confidence granted by process automation systems in place. They get the much-needed time and space to focus on the bigger goals. And they can still keep track of operations even remotely.

Bracing for AI and ML

As technologies like Artificial Intelligence and Machine Learning begin to find an ever-increasing space in our working systems, it has become important for organisations, whether business or non-business, to make room for it. Introducing and keeping process automation updated provide the groundwork of data collection, informatics, and use of analytics while stepping into the future. Staring into the possibilities in the future, the significance of process automation has never been as important as it has become today.

Process Automation

Challenges in Process Automation

One of the leading challenges in process automation is the absence of SOPs (Standard Operating Procedures). SOPs are not just important for the execution of processes and operations. Having SOPs make process automation a much less daunting project. SOPs provide the foundation for defining the requirements of process automation. Unfortunately, many organisations realise the worth of SOPs only when they begin to ponder about process automation.

When an organisation goes for implementing a big project like adopting process automation, it calls for the active participation and involvement of the business owners or the apex leaders of that organisation. Executive sponsorship provides enormous impetus to play execution on the fast track by not only influencing the internal stakeholders but also attracting a desirable degree of cooperation from the value chain associates and other external stakeholders.

In process automation projects, the inputs and insights from various concerned stakeholders within and beyond an organisation are of crucial importance. Their inputs help gain a quick and reliable understanding of the existing business practices and generate ideas for process improvisations. Securing this organisation-wide participation is imperative in process automation. Veteran process consulting companies would advise avoiding one-way-top-to-bottom communication tactics.

The lack or absence of apt and adequate user training is capable of derailing or delaying successful implementation and extracting the benefits of process automation in organisations.

The moment automation is implemented; the skills and capabilities required to use the platform also become imperative. Also, the new processes may look different from the old ways of working making them extra-terrestrial to users who are habituated to their existing working styles for months or even years. Although these problems usually come up after the implementation of new technologies, planning for user training must be sorted during the early stages.

How BPX can help

BPX is a process consulting firm specialising in process management solutions. Our expertise concerning process automation encompasses SOP development and implementation, process standardisation and documentation, process blueprints, BRDs, and ERP-gap fit analysis. Every solution that we design and implement goes through a series of planned and proven techniques refined over the years. Highlighted next is a snapshot of how we approach process automation assistance.

Re-identification and Reassessment of Processes and Process Outcomes

Before anything else, there needs to be absolute clarity about the processes which are being considered for automation. If there are no existing process definitions, then such business processes or operations have to be mapped and defined first. This effort is also an opportunity to adjust the existing processes and practices to reflect the most updated business prerogatives.

Next, we move to the element of process outcomes. Knowing these outcomes is not enough. The process objectives must also be established in crystal and transparent terms. Our team uses questionnaires and conducts detailed discussions and brainstorming with clients or their representatives to understand and define the intended process outcomes. A vital aspect of this step is grasping what our clients wish to be able to do with a suitable process automation solution.

Current Business Practices

Next in line for us is assessing and defining the as-is processes and the current business practices. Here, we try to carve out the existing ways of working by trying to delve into areas like:

  • How the processes in question are currently carried out and what practices are followed?
  • Are any software or automation tools used?
  • What is the scope of manual work?
  • Prevailing workflow mapping (if any)
  • Existing task allocation, accountability and responsibilities, supervision and monitoring
  • Are the standards and timelines established for each task and process?

Process Gap Analysis

In process gap analysis, our team reviews the existing business processes and practices in light of the revised and revisited business requirements. The goal is to recognize the deviations between how the processes are currently executed and if these practices and standards align and lead to the process outlines and outcomes established earlier.

To-Be Processes

After process gap analysis, the new process maps are identified and defined along with the new operational standards. SOPs are used to define these to-be processes and the new workflows. While defining the to-be processes, it is critical to have an understanding of the automation solutions under consideration. This is for the simple reason that there cannot be a process requirement or specification that cannot be achieved with the given capabilities of the automation tools and technologies under consideration.

Scope of automation and best-fit automation solution

The new processes reveal what shall come under automation and manual intervention. The operational requirements as defined in the new processes zeroes in on the features and capabilities required in the automation platform. Once we have the new process definitions, we are in a perfect state to assess any automation tool to find the best-fit solution. A team of skilled process automation consultants work on deciphering the process-automation match.

Coordination and Customisation

BPX is not just into telling solutions; we also engage in the process of software customisation and implementation for our clients. Our team coordinates with the vendors selected by clients towards ensuring that the implementation of automation solutions in clients’ businesses is well-coordinated and gets completed within the desired timelines.

Support during Pilot Project and Full-Scale Implementation

From the trial runs to the final implementation of the selected automation platform, we work closely with both our clients and their technology partner to monitor the implementation, report deviations and improvisations as applicable, and ensure that the necessary adjustments are made during the trial phases. Checklists and reports are consistently shared with clients so that they can also monitor the implementation.

User Training

As user training is critical for deriving the benefits of automation, it is important for organisations to build the necessary support mechanism. Our team of process automation consultants provide training support to employees to help them get acquainted with the landscapes of automation platforms. We also design the workflow SOPs based on the automation platforms as it appears to its users. These SOPs serve as roadmaps to navigate through and use the platform.

To know more about our process automation consulting services or if you want any service-related query addressed by one of our business process consultants, drop us a message and we will reach out to you.

FAQ's

Process automation means that human efforts or intervention involved in executing a task or a process is curtailed and replaced with the use of any fitting technological solutions. Automation of a business process or operation could cover its entirety or just part of it.

The use of the word ‘business’ with ‘process automation’ should not be construed as a limiting factor. Process automation is relevant to all types of organisations and even encompasses individuals. For example, if you own a small office, you can have office automation to automate some part of your routine or administrative work.

Yes, process automation is equally relevant to business and non-business organisations. Listed below are some reasons for this:
  • Process automation has benefits that go beyond operational speed and precision (e.g. process replication)
  • If planning and implementation for process automation is done right, it can lead to derived economic benefits
  • Process automation helps in developing, sustaining, and uplifting customer/stakeholder experience.
  • By adopting process automation, organisations get an opportunity for better deployment of human resources.
  • Process automation allows organisations to effectively use delegation within their internal structures and systems.
  • The top-level management and the other senior leaders of organisations could free themselves from routine operational affairs and focus on the bigger business goals.
  • Process automation provides the groundwork of data collection, informatics, and use of analytics which are instrumental for embracing advanced technologies like AI and ML going into the future.
Automation specialists are professionals having expertise in strategizing, planning, and implementing process automation solutions and automated systems. They provide process automation guidance to organisations.

About BPX

We’re a process consulting & BPM company with 12+ years of experience, serving 500+ clients in 12 countries across 21 industries. We specialize in process mining and process automation. We accomplish this by utilizing top-tier IT solutions such as SAP, Signavio, Celonis, and other process digitization tools. 

With expertise across tools and platforms, we strive to equip businesses to gain a stronger foothold in the domain. Embark on a journey of transformation with us. 🚀 #ProcessConsulting Discover how at businessprocessxperts.com

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