It opening, claims processing, credit card payments. All

It
is normal for organizations designing and adopting technology platforms to
create shortcuts to sets of processes and transactions. In fact, RPA in
particular is a complimentary technology and does not interfere with the core
system. Normally, it is expensive to make changes to the underlined core system
and it’s time consuming. But with RPA, companies can achieve it at a fraction
of cost and get the most of the benefits.

 

The
Capgemini Robotic Process Automation survey evidently reveals the growing trend
towards increasing robotic automation within back office processes in all
sourcing areas, but particularly onshore and in Shared Service Centers. Despite
this, there are still a lot of the SSOs have yet implement RPA. But, seeing the
interest shown by the market, I definitely believe that the solutions driven by RPA or
intelligent automation make sense and will drive performance, as long as they are
implemented properly.

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Research by Capgemini team also stressed out
that Change Management is a vital aspect to be considered in the journey
towards a successful RPA implementation. Companies must ensure that they
consider all the aspects of an implementation in terms of people, processes and
technology.

 

Robotic Process
Automation can be massively beneficial in improving process effectiveness,
efficiency, the quality of work produced, as well as drastically decrease the
amount of time spent on a given task. On the front office, interaction
with consumers is changing as a result of digital-savvy customers using web,
mobile and social media to engage. Consumers are looking for fast and accurate
answers. Back office operations are utilizing RPA to drive significant benefits
such account opening, claims processing, credit card payments. All aspects of
back offices are looking for ways to simplify their processes.

Business benefits that can be reaped over RPA are much broader
than cost savings or cost reduction as it includes better use of highly skilled
people or expensive equipment, faster actions and decisions, better outcomes,
product and service innovation. This is aligned with the great business
philosophy of TQM in general. In regard to the advantages that RPA presents and
how this technological transformation affect an organization, RPA is assisting
shared services organizations towards achieving competitive edge in this fast
moving technology world.

Undeniably, RPA technologies can and will be
used in a lot of different process areas but there most probably will still be
domains where software cannot replace humans i.e. areas where a significant
amount of creativity or intelligence are required, such as deal structuring. However,
there is still a tad of skepticism that when regulations require that a human
be in control of the financial review process, for instance, RPA can assist
humans but will not take over. Obviously, RPA will not totally replace humans,
as clients will be driven away if they can only interact with machines – or
perhaps it is simply a question of attitudes and time. Undoubtedly, some jobs will be lost, as was
seen in the automation of assembly lines. However, organizations and the way
people work will change and new opportunities will arise.

The saying – “Healthy
skepticism demands evidence. Denialism rejects sound evidence” Despite high surge
of interest shown towards adoption of RPA into businesses, a lot other still are
negative to adopt it. However, it is also safe to assume that new job
opportunities will spring up, making up for the lost livelihood, or else the
concept of artificial intelligence will just be dumped into a hole as a
mutually destructive technology, just like nuclear weapons. People who already implemented RPA in the
study agree that while RPA is going to help in the back offices, employees and
RPA must still co-exist.

 

Gina Schaefer, Managing Director of Deloitte
Consulting LLP, cited that often times, workers approach RPA with suspicion:
“Are the robots coming for my job?” If you don’t help the business users
understand what RPA is and understand the value to them personally, they may
remain threatened by it, which can cause poor user adoption and automations
that don’t realize their full potential. So beyond training, a culture shift is
necessary, driven, and supported by leadership to help the human resource
embrace the benefits of automation.

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