The BPO Automation Myth

Tanvir Khan

Tanvir_khan@dell.com

2

Automation- What it is and What it Isn’t

STP

Improving business rules to drive improved STP and reduce exception processing is not automation

Workflow Automatio

n

Manual Labor

intensive

3

Increasing Role of Process Automation in BPO Delivery

2000 2005 2007 2010 20140%

10%

20%

30%

40%

50%

60%

70%

80%

50%

60%

75% 75% 75%

50%

40%

23%

15%10%

0% 0% 2%5%

10%

Platform People Automation

4

AUTOMATION@ Dell

Breakdown into

Process Atoms

2Apply AFTE’s toolbox where

possible

3Remap the Complex

Man-Machine

Process flow

4Reconfigure

Support - TA, Training,

Quality

5Idea

Generation – LEAP

Program

1

5

Dell BPO: AFTE-TOOLBOXTransforming Business Processes through AFTE Automation

AFTE

Terminal Connect

SecureView Engine

SME

Mobility Solution

Auto-OCR Integration Engine

nLite Auto

Documentation

Medical Coding

Charge Entry

Payment PostingClaims

ProcessingAccounts

Receivables

Adjudication

Demo Entry

6

Who Moved My Cheese?Operating in an increasingly automated world

Talent & HR Training Operations Quality/ BPI

Applications Networking Finance Solution Design

• Able to comprehend Man-Machine complexity

• Active adjustment of hiring strategy

• Compensation/rewards

• Impart the understanding of Automated FTEs in the process

• Testing effectiveness of automated FTEs?

• Ideas to reality- partner with IT

• SLAs- monitoring governance and improved customer stickiness

• Sampling innovation to include Agents and Automated FTEs

• New yardsticks for measurements

• New methods of problem solving

• Active monitoring of innovation ideas- within and outside

• Create reusability of automation

• Interlink automation with other tools such as workflow

• Automation Stacks- to empower operations

• Reconfigure IT infrastructure to accommodate AFTEs

• New SLAs to ensure 24x7 processing and availability

• Drive pricing innovation

• Create measurement framework for AFTE deployment

• Monitor, measure and report success

• Active sync up with innovation agenda

• New methods of estimation to include automation roadmap

• Multi-year contracts to include aggressive improvements

• Its not about the process alone

Service Providers need to radically rethink each of their business functions

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build• Flexibility to use in any permutations

and combinations through interoperability across tools

• Can be scaled to any size of team or process

• Process knowledge-based approach provides better decision support

• Supports any kind of data integration

• Easy integration with various platforms like Mainframe, Citrix etc.

• Easy to implement and integrate with enterprise workflow

• Easy to maintain and customize

• Needs additional effort to integrate with existing tools

• Need different vendor support for each functionality

• Pricing is tied to scale and number of process implementations

• High licensing cost

• Not re-distributable across locations

• Data posting support is not available

• New tools being launched actively

buy

Build vs. Buy

8

Configurable • Creates a rapidly configurable and customizable

model for customer/process specific process rules

Dependency • No dependency on third-party vendors for

implementing any changes

Analytics• Tracking of data at the macro / micro level using

the in-built application helps to build analytics

Integration• Better integration with other in-house

applications and workflow management systems

Hybrid • Seamless handling of human and AFTEs• Better application of Man-Machine automation

design

Implementation & Maintenance

• Easy to implement and maintain

Process intelligence and decision support is a key driver for any business process. Dell AFTEs are, by design, scalable, rapidly implementable and work seamlessly with each other. Combined with Dell IP, organizations are able to do more with less.

Key Benefits from the Build Decision

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Thank you.