The Bank of Ireland was quite an inspirational success story as they had really got it right with an emphasis on governance. Many organisations commented that they had struggled with buy in and ultimately implementation when running the programme centrally – the creation of spoke and wheel implementation plan along with strict governance proved a better model. The discussions challenged policy to the next level – for example, an interesting piece of insight was defining when you retire a robot? How many business actually think this far forward when going through RPA implementation. The end-end life-cycle needs to be thought about not just the implementation, how are you going to manage change?
In effect these rules create a line between work that can be offshored, outsourced or automated and that which cant. Where that line is crossed it is likely to lead to, heavy FTE churn, skill and quality reduction, increased data security risks, increased costs of change and a bad reputation for shared service centres. This line is not set in stone, again a managed and controlled approach is best – first simplify the work, the eliminate unnecessary work, then standardise and finally automate. BPO relationships can become challenging as often too much is moved, the same can be said with captive, for robotics when you don’t have the right strategy you are increasing your risk of going too far. We should use experience to prevent this from happening again.I’m not particularly keen of an outsourcer running your RPA on an ongoing basis because it can mean that they own the Intellectual property rights which is effectively your team, processes and ability to change which is a tricky situation to reverse from.
I’m very people orientated and I believe you need to be when operating in shared service, transformation and RPA. This spans far beyond the workplace too I give the same advice to my teenage daughters, I give the same advice, do not go into a career that can be automated invest your time in something new e.g. robotics is a vibrant and growing sector. Most people like their comfort zone and mistake repetitive work as their comfort zone, it becomes dull and that’s when mistakes creep in. Push yourself out of your comfort zone and you increase the reward and you now have a new comfort zone. RPA allows for greater job satisfaction, creativity and excitement.
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