- And now it's time to share a secret with you.
You're not taking this course
to learn how to deploy robots.
You're taking this course
to learn how to redesign your organization.
When enterprises go full-robot crazy,
it creates myopic thinking and tunnel vision
as everyone scurries about trying to figure out
where they can plug in bots.
Instead, use this as a chance to redesign process,
to take advantage of the full capabilities
of your team, and of your new digital labor.
Now remember when I said
that an RPA lens would reveal an abundance
of potential opportunity?
Be prepared for this.
Some of the potential candidates you'll unearth
may at first seem like great candidates,
but will end up failing some of our slider tests.
Others will truly be great candidates.
And then you'll have a third category in the middle,
or potentially great candidates.
These will be processes that could be good
but need some work first.
For example, I work for the financial services firm
where we identified a secured lending process
as an ideal target.
There was a large volume of thousands of requests per week
worked on by a large back-office team.
Many of the requests were received through digital means,
which meant that the data was relatively structured.
Closing the requests was a rule-based procedure
that could be implemented with RPA software.
On the face of it, this was a great candidate.
However, this only addressed the structured input,
which was a subset of the incoming requests
that included telephone calls, faxes,
and snail mail.
Rather than dismiss the as-is process
as not a good end-to-end candidate
because of the unstructured inputs,
we approached this a different way.
In order to structure a larger percentage of the input,
there was the opportunity
to build and deploy a web-based portal
to capture different case formats
and convert them into structured digital data.
This approach significantly improved customer experience,
speeding up the turnaround time for requests
from two days to 30 minutes.
This example demonstrates how businesses benefit
from reimagining the overall process,
rather than simply automated that which they could.
To sum it up, don't just use RPA
to speed up your mess for less.
Take it as an opportunity
to rethink processes from the top down.