Let’s start the process for RPA (Robotic Process Automation). This was the call from the stakeholders.
“Hey, but from where do I start this prestigious journey?” This was the thought that cropped up in my mind 4 years back when I started this journey.
Let’s look at what we have now:
- Process documents (SOPs)
- Business excellence team or a competency analysis available
- Documented standardized process flows
Start with identifying and analysing key critical processes which have an impact on customer lifecycle as a priority
Work closely with process owners and managers to map the processes along with the collaterals and RACI matrix
Build a detailed CBA (cost-benefit analysis)
If possible, perform FMEA on the key critical steps
Don’t miss out on detailing exceptions (business and technical)
Now you know all the critical processes which have a higher ROI with respect to automation candidature
Simulate the processes in IGRAFX tool, if available, for determining key critical paths, loops and failure modes
Streamline the steps to arrive with a reduced MUDA
Consider implementing Business Process Automation prior to RPA.
1) Consider whether an existing system or application can be overhauled with resident app features.
2) ITSM tool can integrate with AD and here Automation is not required to integrate with AD for managing Access Management related tickets