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Deloitte Shared Services Conference 2018Lab: Scaling RPADavid Wright, Kim Burton, Dupe Witherick and Marina Gordeeva, Deloitte

Deloitte Shared Services Conference 2018 – Scaling RPA© Deloitte 2018 MCS Limited. All rights reserved. 2

Presenters and facilitators

Dave Wright Kim BurtonDupe Witherick Marina Gordeeva


Contents

1. Explore: Latest RPA trends on the market 5

2. Explore: How to move to scaling RPA? 12

3. Barriers to scaling RPA 16

4. Treating the automation as a transformation 20

5. Takeaways 24


Explore

Latest RPA trends on the market


As the appetite for automation grows, the interplay of emerging technologies will lead to fundamental changes in how organisations operate and deliver services

The evolving Robotics and Cognitive Automation (R&CA) technology landscape

Mimics human judgment

Mimics human actions

Augments human intelligence

Robotic Process Automation

Cognitive Automation

Artificial Intelligence

SiriKey T

ools

/

Tech

nolo

gie

s

• The application of robotic ‘users’ to perform repetitive or rules-based tasks

• Enables:

o Faster handling time

o Higher volumes

o Reduced errors & costs

• Replaces human actions and judgement using cognitive technologies

• Pattern recognition within unstructured data

• Includes: chat bots, natural language processing and natural language generation

• The use of computer systems to perform tasks that traditionally required human understanding/intelligence

• Includes: machine learning and quantum computing


2018 Deloitte’s Global RPA report


Top priorities for organisations adopting Robotic Process Automation (RPA)

Source: Deloitte, 2018 Global RPA reportn=478

Increased productivity

Improved customer experience

№1

№2


Did the implementation meet your expectations in terms of:

Exceeded Met Did not meet n=81 (organisations implemented or scaled RPA)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Providing better management information

Timeliness / ability to work 24/7

Flexibility to scale up or down capacity

Cost reduction

Improved compliance

Cost to implement

Improved productivity

Source: Deloitte, 2018 Global RPA report


Robotic Process Automation is an enterprise wide initiative

Today 70% of organisations are piloting RPA

as part of a firm-wide initiative,

compared to 64% in 2017 and 15% in 2016



How supportive of the RPA implementation were your stakeholder groups? (% supportive or highly supportive)

2018

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

IT

Team members

Global process owners and / or Continuous improvement functions

Managers and team leaders

C-suite

Functional leadership

2017

81%

72%

68%

67%

64%

57%

N=81 (organisations implemented or scaled RPA)



How do you plan for your RPA investment to change in the next 3 years?

0%

10%

20%

30%

40%

50%

60%

% of organisations implemented or scaled RPA who are investing > 1 Mio USD in RPA

Now In 3 years

46% of organisation will

be investing minimum

1 Mio USD in RPA

in the next 3 years

n=81 (organisations implemented or scaled RPA)



Explore

How to move to scaling RPA?


As organisations progress in their adoption of RPA, they tend to become more ambitious with cognitive & emerging technologies

Majority of Robotics and Cognitive Automation (R&CA) initiatives are still relatively small and not transformational

Pilot Roll-out ScaleProof of concept

<10 bots<5 bots

~50 bots

’00’s bots

’000’s bots

Super-scale

Financial Services

Private Sector

Public Sector

Cognitive automation

cost to implement per bot€ 90k € 35k

< €100k > € 100mPotential value released


Starting point for conversations on scaling R&CA

The Enterprise Value Map

Revenue growth

• Pricing

• Innovation

• Customer acquisition

• Account management

Operating margin

• SG&A: Customer service, shared services

• COGS: Production and supply efficiency

• Tax efficiency

Asset efficiency

• PP&E efficiency

• Inventory: Finished goods, WIP

• Receivables & payables

Expectations

• Planning

• Performance management

• Operational excellence

• Compliance

Value


Set a plausible vision and ambition that the right people buy in to

Value capture: vision

• Vision

• Ambition

• Benefits identification

• Enterprise engagement

Vision

High

Benefits

BigBroad

• £20m of RPA benefits?

• ~£50k per FTE?

• ~400 automations?

• ~2,000 opportunities?

• What does this mean for Discovery?


Barriers to scaling RPA


Top three barriers to scaling RPA

2

1

3

IT readiness / infrastructure / systems

Process fragmentation

Having a clear vision / ambition for RPA



The legacy of experimentation is hindering RPA implementation at scale

<10<5 ~50 ’00’s ’000’s

org

anis

ations

100%

Experimentation Transformation


What we hear

“We don’t take an E2E view to

our processes or automations,

because processes cut across our organisation

design and ways of working…”

“fractured and non-standard processes have

been difficult to automate…”

“Though we would like to ‘democratise’

automation efforts, business teams do not have the tools, remit capability or resource to deliver E2E realisation of opportunities…”

“We don’t know how to organise for

success – centralised, distributed, hybrid?”

“We have not found the best opportunities for automation,

nor developed the pipeline we hoped for…”

“IT are slowing us down with their methods and documentation…”

“We are not achieving the cost benefits we

anticipated, so getting support for further

investment is a problem.”


Treating the automation as a transformation


Treating the automation as a transformation

Setting the right aspiration, shaping the right upstream decisions.

High velocitychange

Strongfoundations

Boldambition

Industrial yet agile platforms, and not just the tech.

The people, organisation and behaviours to support rapid scaling.


The Enterprise Automation Framework addresses the most commonly experienced barriers to scale

Enterprise Automation Framework

Having clarity and stakeholder alignment on all 7 components is key to scaling RPA at speed.

We already discussed briefly the vision component of the Framework.

Enterprise-wide RPA

EnterpriseAutomationFramework

V1.4


The Lab is a full day experience for organisations who have implemented a small number of bots and are now looking to scale

Robotics and Cognitive Automation (R&CA) Scaling Lab

• R&CA Ambition has been articulated

• Scaling Roadmap is developed

• Key Output Document is developed

• Explore the ‘art of the possible’

• Engage with key scaling capabilities

• Ignite by defining key actions

• Stakeholder Interviews held with some lab attendees

• Maturity Assessment conducted with all lab attendees

Scaling LabPre-Lab Post-Lab

“Our underlying processes are inadequate for

R&CA…”

“As an organisation, we lack a vision for scaling R&CA…”

We hold interviews and conduct an R&CA scaling Maturity Assessment…

In the lab we articulate an R&CA Scaling vision…

…and define actions across key scaling capabilities.

Following the lab we produce a Key Output Document…

…to identify priority areas to cover in the Lab.

1 2 3

…to maintain momentum and to highlight key next steps.


Takeaways


Takeaways

The way we live and work will be transformed through automation1

2 Although most companies are automating, very few have yet scaled

3

Executives get it, many are becoming impatient at the slow pace of scaling

Treating automation as a transformation is essential to achieving scale

4

5

Enterprise-wide automation will become the norm quickly

If it isn’t working, pause, fix and re-start when you’ve got the foundations ready

6

This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte MCS Limited accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.

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