In the past 7 years as a Lean Continuous Improvement (CI) practitioner, the most common question I get asked is, “So… What is it you do in your role?” Usually, in response to this question, I pause for a moment and tend to describe the technical aspects of my job, whether it be: achieving financial benefits through the delivery of projects, releasing capacity through streamlining processes, describing my role as a Lean Six Sigma Black Belt and the list most definitely goes on. In all cases: I’m often greeted with a blank face, disinterest, statements such as “that sounds complicated” and then the topic of conversation quickly changes to something different and more likely understood by the unaffiliated.
Digital Transformation has been a corporate buzz-term for the last 5 years. Like any latest trend, people have taken an incredibly macro-level concept. They just throw it on any damaged business as the silver bullet we’ve all been waiting for to a point where most SME’s see digital transformation as a fairy tale.
Every organisation has processes, and some will have thousands! But, are all processes suitable for Robotic Process Automation (RPA)? The answer is no. Not all processes are suitable nor can be automated. Therefore, to save on valuable funding and resource, it’s vital to identify the appropriate candidate processes for RPA.
In this article, we will cover what some of the key characteristics are for a Robot (or ‘Bot’), and the reasons why is it important to select the right process to apply RPA:
Almost every business attempts to track the reason for the enquiry or call or email or complaint. The most common way of tracking is through either a CRM (the customer management system in use) or through the phone system (often called wrap codes).
However, both approaches typically rely on the staff to determine what the reason was. And thus, human error is created.
Which is great and can provide wonderful insights in terms of what your customers want and need – all of which can help you provide better products and services.
But in this brave new world of data – who decides what is OK and what is not?