Robotic Process Automation (RPA) within Danske Bank Process Automation (RPA) within Danske Bank ......
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Robotic Process Automation (RPA) within Danske Bank Zeeshan Rajan [email protected] Presentation to Deloitte Finance Agenda 7 th Sep 2016 Presentation to Deloitte Finance Agenda by Zeeshan Rajan – [email protected]
Transcript of Robotic Process Automation (RPA) within Danske Bank Process Automation (RPA) within Danske Bank ......
Robotic Process Automation (RPA) within Danske BankZeeshan Rajan
Presentation to Deloitte Finance Agenda
7th Sep 2016
Presentation to Deloitte Finance Agenda by Zeeshan Rajan – [email protected]
11Source: Forrester
“I help doctors choose the right cancer treatment
among thousands”
“I can automate 90% of
manufacturing tasks that are impossible
to automatetoday”
“I am a virtual agent who
understands what people ask – even
what they feel”
THE ROBOTS ARE COMING…
Baxter
Amelia
Transforming human workforce
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THE ROBOTS ARE COMING……. TRANSFORMING HUMAN
WORKFORCE
Robotics and automation – will fundamentally change the way
companies operate
Source: Forrester Transforming human workforce
Presentation to Deloitte Finance Agenda by Zeeshan Rajan – [email protected]
16% Jobs Displaced
9% Jobs Created
Automation by 2019 — 25% Jobs TransformedA
uto
mati
on
2025
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What is Robotic Process Automation?
Why has Danske Bank chosen Robotics as a key initiative?
How is Danske Bank deploying Robotics across the organization?
Useful advice
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Present
Combined exponential potential
Enterprise
Systems (with API)
Business
Process
Management
Robotic Process
Automation
Cognitive
computing
Analytics
Co
mp
lex
ity
Low
Low
High
High# Transactions
Traditional automation
Enterprise
Systems
Co
mp
lex
ity
Low
Low
High
High# Transactions
Past
Business
Process
Management
Robotic Process
Automation
Cognitive
computing
Analytics
Emerging technologies
Evolved Automation Scenario
Speed
Cost Analytics
New automation technologies evolving
Robotic Process
Automation
Cognitive
computing
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Cognitive
Computing
RULE-BASED COGNITIVE
Robotic Process
AutomationMacros
Winrunner
Screenscraper
Digital/Virtual
Assistance
ROBOTIC AUTOMATION SPECTRUM
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Robotics is an excellent tool for the tactical and operational level
Change the
Bank
Run the
Bank Service
Owners
Corporate/
BU strategy
BPO/PSO
change
agenda
Level Objectives Project types Approaches
Strategic
• Moonshots
• Market disruptive
initiatives
Tactical
• End-to-end
process
transformations
• Customer
journeys
Operational
• Continuous
Improvement
• Customer
experience
• Future revenue
• Market disruption
• End-to-end
optimization of
customer
experience
• Quality
• Customer
experience
• Cycle time
• Efficiency
Market disruptive
initiatives (moon-
shots)
Strategic
business
projects
End-to-end
process design
Robotics & BMP
Lean in
departments/frontline
Daily continuous
improvement (root-
cause analysis)
Agile
Iterative
Waterfall
IT Tasks
Co- development &
traditional
Continuous
improvement
Non-IT
IT
Co-creation
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What is Robotic Process Automation
Presentation to Deloitte Finance Agenda by Zeeshan Rajan — [email protected]
• Robotic software can rapidly model and deploy automation across different
digital landscapes
• Automate current tasks as if a real person were doing them across applications and
system
• Individual delivery teams or process excellence resources can do it without extensive IT
training or help
• Robotic software can rapidly model and deploy automation across different
digital landscapes
• Automate current tasks as if a real person were doing them across applications and
system
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reduction of average
process execution time40%
Tangible Benefits
increase in ability of employees
to focus on customers45%
operational
& up-time24/7 months payback
in deployment3system
integration
challenges
BYPASS
errors eliminatedHUMAN
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A good RPA candidate
RPA Robot Simulation — Two robots running at the same time
1. For an overview of the process flow please see Appendix
Process Description 1
Remittings from 3rd party; Danske Bank
• The process at hand registers payments from
customers who have paid part/all of their debt
• The process includes: book keeping, updating
limitation date and “restancekode”, editing risk
profile, handling follow-up dates
Benefits
• Pressure taken from peak time due to
– Time savings (90 sec vs 38 sec per case)
– Reduced expenses (no overtime)
• High quality output
42000 cases per yearHigh volume
High process
maturity
Digital trigger
Rule-based
Process is established, functioning and stable
Running every Tuesday, when new data is received from 3rd party
All process steps are rule-based (If…, then…). Even for exceptions rules can be
created
1010
CoE to develop capabilities and scale
Organisation around RPA to achieve scale
Presentation to Deloitte Finance Agenda by Zeeshan Rajan — [email protected]
Key Questions?• Org placement
• Factory setup
• Support team structure
Best solutions advisor
Train & Deploy Standardisation
Quality Assurance
Knowledge hub
Build skills
Centre of
Excellenc
e
1111
Embarking on Robotic Processing Automation journey?
Presentation to Deloitte Finance Agenda by Zeeshan Rajan — [email protected]
Practical advice/recap
Start small
Be realistic
Engage
Communicate
success — create
awareness
Robust Robot
monitoring
Be ready when
Robot fails
Strong governance
1313
Appendix
1414
Robotics Center of Excellence (Robotics CoE)
Robotics CoE delivers robotic solutions through a streamlined factory setup within 6–8 weeks
Overview of Robotic CoE’s delivery
cycle
DevelopmentOrder site Pipeline ManagementProcess
specificationTest
Hyper
care
Release and
production test
Robotic Project ManagementRobotic Pipeline Management
• Candidates are prioritized and
roadmap is build or adjusted
• Candidates being
registered in the ordering
form
• PSO / BPO/ Function
head / Robotic CoE to
enter potential candidates
• Prior prioritization, BA to
record the process and follow
the evaluation process to
verify if candidate is suitable
for a robotic solution
(Continuous)
• Robotic solution is built
• Solution Design document
(SDD) is written
• Robotic infrastructure setup is
established
• Solution is tested
• SMEs involved throughout
the project supporting the
BA/DEV
• SME and BA to test the robot
• Release package is tested
• Scope is defined
• Process is documented
• Process Definition document
(PDD) is written
• Robot solution is to be
moved into production
• Changes to solution go
through change request
setup
Project
end
• Hyper care support is
provided
• Hand over to maintenance
team
Deliverables
Activity
(Continuous) ⋲1-2 weeks ⋲ 5-6 weeks
• BA to clarify all issues
regarding the process,
including screen shots and
descriptions of process
navigation, triggers, input,
operational requirements etc.
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Stakeholder involvement across the task lifetime
Business
Analyst Document process in
PDD Set up control flow managing the robot
If needed extend and finalize PDD
Estimate benefits for automation and a
shortlist of pilot opportunities
Facilitate candidate identification with SMEs
Implement robot in organization
Monitor tests
Establish controls for monitoring
the robot
Subject
Matter
Experts
Provide detailed input
on processes and rules
Provide input for process assessment
Identify potential processes Provide answers for possible questions and
decide on proper handling of edge cases Validate test cases
Develope
r Provide input for PDD
screening Provide pre-screening input
Develop robot based on PDD
Initiate creation of SDD
Update robot based on input from
test
Finalize SDD
Assist in handover of the Robot
IT Assess impact on
legacy systems
Impact on legacy systems
Performance assessment
Identity and access control
Provide development environment
Validate test cases
Monitor system status
Continuous ~4 Weeks ~2 Weeks
Role
Delivery
Lead
Coordinate analysis of several processes
Align business needs with processes
Coordinate several
process DLs with
PSOs
Align processes with
business needs
Align with CoE, so development can be
conducted accordingly
Coordinate multiple development efforts
Ensure the process(es) meet
business expectations
Work with the business to
coordinate future perspective
Make systems available
Prepare Test and Production environments
Candidate
Identificatio
n
Registratio
nMapping Test
Hyper
careReleaseDesign Main Flow
Functionality
and Exceptions
Prioritizati
on
~2 Weeks
Mainte-
nanceN/AN/A
Move the robot from testing into
production
Prepare Test and Production environments
Move solution from development into test
environment
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Example of robotics candidates under development
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• Develop robot to automate part of annual ODD process
for International Banking
• Robot saves documents in right places and collect
necessary information for validity reviews
Name Cost and BenefitObjective and description
• Development time (1FTE): 3-4 weeks
• CASE: Efficiency saving of 1,1 FTE; Improved
quality
• Payback: 36 days
• Automate the 20-30 minutes advisors spend typing
information from onboarding tool to the customer portal• Development time (1FTE): 3 weeks
• CASE: Efficiency saving of 6,7 FTE (27.300 cases per
yesr); Reduced errors
• Payback: 5 days
WM: ODD
document
check
PB: On-
boarding
process
• Automate the final step in Selling Home cases
• Validate if loans have been redeemed and collateral
has been deleted. Closing accounts and releasing
money for customers
• Development time (1FTE): 4 weeks
• CASE: Efficiency saving of 1,7 FTE
• Payback: 7 months
GO: Close
accounts
