Robotic Process Automation (RPA)

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Framework Primer
Robotic Process Automation
(RPA)
Presentation created by
1 2 3 4 5
Rule based
Structured data
Standardized
Stable over time
Frequent errors
Centralized
Continuous input
Judgment based
Unstructured input
Many expectations
Frequent changes
Rarely errors
Decentralized
Periodic activity

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Contents
Overview
Fourth Industrial Evolution
RPA Benefit Areas
RPA Deployment Approach
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RPA is the emerging form of process automation technology based on
software robots and Artificial Intelligence (AI) workers
Presentation Overview
Robotic Process Automation (RPA), also referred to as Robotic Transformation and Robotic
Revolution, refers to the emerging form of process automation technology based on software
robots and Artificial Intelligence (AI) workers. RPA represents a tremendous opportunity for
organizations to increase performance, improve productivity, decrease costs, among a
plethora of other benefits. The benefits from RPA are immediate, plentiful, and significant—
and can be grouped into 3 core areas:
1. Improved Employee and Customer Satisfaction
2. Accelerated Productivity Gains
3. Enhanced Compliance
RPA also has wide applicability across the organizations, including Finance, Accounting,
Marketing, Customer Service, Compliance, and IT/MIS.
Additional topics discusses include Artificial Superintelligence, the Fourth Industrial
Revolution, Technological Singularity, RPA Deployment/Implementation, and Target Operating
Model.
Most organizations adopting RPA have not laid off employees—rather, many workers have
been redeployed to do more interesting work.
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2
3

First, let’s understand how Robotic Process Automation (RPA) differs
from traditional automation technologies
Traditional Automation vs. RPA
RPA is best suited for business processes that are clearly defined, repeatable, and rules
base.
TRADITIONAL AUTOMATION ROBOTIC PROCESS AUTOMATION (RPA)vs
In traditional automation, core activities are still performed
by humans, but they are assisted by automation
technologies.
Tools are used to perform tasks.
Employees bridge the gap between automated sequence of
activities.
End-to-end processes cannot be fully automated.
AUTOMATION EXAMPLES
Macro tasks in Excel
workbooks
Email notifications
ERP transactions
Copy and paste
Autocomplete application
screens
Autocomplete online
forms
In RPA, we find activities are now being fully “outsourced”
to robots, without the need of any human participation in
the majority of the cases.
End-to-end processes are fully automated and performed by
the robot.
Robots connect existing tools and the employee handles
only exceptions.
Leveraging Artificial Intelligence, cognitive technologies
expand RPA functionality and help reach the next level of
performance.
AUTOMATION EXAMPLES
Customer complaint
processing (customer
service)
Data cleansing (IT)
Automated marketing
campaigns (marketing)
Benefits administration
(HR)
Patient registration
(healthcare)
Dispute resolution
(financial services)

RPA is driven by advances in Artificial Intelligence (AI) – As AI improves,
so will RPA solutions, which will result in the displacement of human roles
Artificial Intelligence
Specialized AI has already made tremendous progress in exceeding human intelligence—
examples include defeating human’s best in chess (1997), Jeopardy (2011), and Go (2016).
Artificial intelligence (AI) is intelligence exhibited by
machines. In computer science, the field of AI
research defines itself as the study of "intelligent
agents"--i.e. any device that perceives its
environment and takes actions that maximize its
chance of success at some goal.
AI technologies have 3 core capabilities:
Capture information through vision and
sound recognition, search, or data
analysis.
Leverage algorithms and machine
learning to provide inputs for
interpretation of data (including Big
Data).
Make appropriate decision and execute
them automatically.
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3
Artificial Superintelligence
As AI becomes better and better—i.e. more and more
intelligent—robots will be able to replace more and more
human jobs. Evidence of this trend is already seen in many
industries:
Assembly robots replacing humans in factories
Self-driving cars replacing human drivers
Inventory management robots replacing humans in
warehouses
Virtual agents replacing human customer service agents
Virtual engineers replacing humans in resolving network
and infrastructure issues
When AI becomes as smart as humans, it is predicted
Technological Singularity will be reached. This term refers
to a concept of runaway technology innovation, where AI
will be constantly improve itself much faster than humans
could. As a result, innovation will grow at a faster rate than
humans can keep up with. Technological Singularity is
predicted to be reached in 2029 by futurist Ray Kurzweil.

Contents
Overview
RPA Benefit Areas

The Fourth Industrial Revolution is now underway—driven by robotics,
automation, and AI
Fourth Industrial Revolution – Overview
"Mastering the Fourth Industrial Revolution" was the theme of the World Economic Forum
(WEF) Annual Meeting in 2016.
Coined by the World Economic Forum (WEF) in 2016, the Fourth Industrial Revolution, also
referred to as 4IR and Industry 4.0, is the fourth major industrial era, since the initial Industrial
Revolution of the 18th century.
The Fourth Industrial Revolution can be described as a range of new technologies that are fusing
the physical, digital and biological worlds, and impacting all disciplines, economies, and
industries. Major drivers to the Fourth Industrial Revolution include robotics, automation, and AI.
First Industrial
Revolution
Second Industrial
Revolution
Third Industrial
Revolution
Fourth Industrial
Revolution
We are here

Each revolution destroys and creates new jobs, industries, and
ways of life
Fourth Industrial Revolution – Industrial Revolution Overviews
Stay ahead of the industry—you can receive the latest news related on 4IR by joining this
group on LinkedIn: https://www.linkedin.com/groups/13504373.
First Industrial
Revolution
Second Industrial
Revolution
Third Industrial
Revolution
Fourth Industrial
Revolution
The First Industrial
Revolution took place from
the 18-19th centuries in
Europe and America. It was
a period that saw the
transition from mostly
agrarian, rural societies
became industrial and
urban. Notable
developments include the
iron and textile industries
and the steam engine.
The Second Industrial
Revolution took place
between 1870 and 1914,
just before World War I.
Triggered by the advent of
electric power to create
mass production, this was a
growth period for pre-
existing industries and
expansion of new ones,
such as the steel, oil, and
electricity fields.
The Third Industrial
Revolution, or the Digital
Revolution, refers to the
advancement of technology
from analog electronic and
mechanical devices to the
digital technology available
today. The era started to
during the 1980s and is
ongoing. This era was
triggered by the rise of the
personal computer,
Internet, and mobile
communications.
The Fourth Industrial
Revolution builds on the
Digital Revolution,
representing new ways in
which technology becomes
embedded within societies
and even the human body.

The Fourth Industrial Revolution group is managed by Flevy—join to learn
about any of the below topics
Fourth Industrial Revolution – LinkedIn Group
Click here to join our community:
https://www.linkedin.com/groups/13504373.
Click here to join our community:
https://www.linkedin.com/groups/13504373.
Topics we discuss in our group
include, but are not limited to:
• Cyber-physical systems
• Artificial Intelligence / Singularity
• Internet of Things (IoT)
• 3D printing
• Cloud Computing
• Blockchain Networks
• Nanotechnology
• Biotechnology
• Automation / Robotics / RPA
• Quantum Computing
• Digital Transformation
Technologies

Contents
Overview
RPA Benefit Areas

RPA is best suited for corporate functions marked by repetitive, rule
based, and transactional processes and activities
RPA Benefit Areas – Overview
The potential benefits of RPA are both immediate and far reaching across our organization.
RPA is best suited for those key corporate functions that include well defined, repetitive,
standardized, rules based, and transactional processes and activities. These include:
Finance & Accounting
Compliance
Treasury
Marketing
Customer Service
IT Support
The benefits that RPA brings to these corporate functions can be categorized into 3
areas:
Improved Employee and
Customer Satisfaction
1
Accelerated Productivity
Gains
2
Enhanced Compliance
3

RPA leads to 3 main benefits
RPA Benefit Areas
These benefits and their resultant financial translation can vary greatly based on process,
depending on their design and implementation.
Improved Employee and
Customer Satisfaction
1
Accelerated Productivity
Gains
2
Enhanced Compliance
3
Tedious, repetitive tasks are
delegated to robots
Time is freed up to focus on
customer care
Employees can perform
more value-added—and
thus more intellectually
stimulating and rewarding—
tasks
On average, 1 robot
replaces 4 FTEs
On average, robots costs
are 50-90% lower than off-
shore and on-shore
employees
Development cycles are
reduced, providing ROI in
only 3-6 months
Traceability reduces risk of
errors and ensures data
consistency
Automated control steps
increase compliance
Systematic documentation
of audit trails
Delivery Excellence Acceleration of ROI
Compliance to Growing
Regulation

The first benefit area revolves around improved Employee Satisfaction –
and likewise, improved Customer Satisfaction
Benefit 1. Improved Employee and Customer Satisfaction
Back office employees can spend up to 80% of their time working on repetitive, manual
tasks – this lowers employee performance and motivation.
The “collaboration” between employees and RPA works out perfectly.
Those tedious, repetitive tasks are the ones that most people really
dislike. On the other hand, it is exactly these types of activities that
RPA excels at. In essence, robots are welcomed as valuable team
members, because they do the work that people don’t want to do.
RPA thus frees up employees to work on more intellectually,
stimulating value-add activities. Employees often view robots as
assistants or teammates; and feel the organization has empowered
them to spend time on more satisfying work. This increases employee
job satisfaction.
A happier employee is directly correlated with increased customer
satisfaction. Customer Satisfaction can also be derived directly from
the RPA tool—e.g., immediate customer service solutions, prevention
of issues that may impact customer experience.
The risk is when AI becomes more advanced—particularly when
Singularity is reached—robots will be able to perform essentially any
human job better than the human. In such a not-so-distant future, what
will humans do?
EXAMPLE RPA PROCESS
Agent enters order in robot
queue
Robot X imports data from
different systems
Gets customer quote
Agent reviews data
Robot Y writes process,
creates quote, and confirms
or cancels order
Agent handles exception
Exception
rules
apply
Update system End
Yes
No

A continuously pursued business objective is productivity gains—
particularly among back office operations
Benefit 2. Accelerate Productivity Gains
The RPA market is growing at an extremely fast pace—doubling every 6 months and
projected to reach $5B by 2020.
Source: Transparency Market Research; Finance and Accounting Outsourcing Annual Report, Everest Group, 2014
Robots can provide previously unfathomable productivity gains.
Compared to a human:
Robots work faster
Robots don’t make mistakes—human error also results in
re-work and productivity losses
Robots work non-stop – 24 hours
a day, 7 days a week
Compared with classic automation, RPA has a quick ROI.
Programming and setting-up of RPA for individual processes
can be accomplished within a few weeks without impacting the
existing IT infrastructure. ROI can be achieved in 3-6 months in
most cases.
Furthermore, robots allow for easy labor arbitrage. RPA tools
are up to 65% less expensive than offshore-based full-time
employees.
This means a robot can
work almost 9000 hours
year vs. to less than 2000
for a human.
Robot On-shore
employee*
$10K
$40K
Off-shore
employee*
A robot is 8X
cheaper than an on-
shore employee.
* Annual average gross cost in common
shared services centers locations
$5K
SOURCING COST FOR BACK OFFICES

As regulation increases across many industries, RPA solutions allows us
to address dealing with these compliance requirements
Benefit 3. Enhanced Compliance
By implementing RPA at the enterprise level, we can design robotic software storage rules
that conform and integrate with BPM, ERP, and ITPA (IT Process Automation) systems.
In industries with very constraining regulations (e.g. Insurance), RPA allows
organizations to manage these increasing requirements, because of 2 main
reasons:
Transactions are recorded and steps are systematically applied.
Therefore, manual errors are prevented and full transparency to
auditors can be easily provided.
Risk and Compliance departments can utilize robots to execute
reconciliations and automate daily routine controls. This reduces the
workload generated by routine tasks.
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As requirements from regulators continue to increase as our society increases in
complexity, companies will rely more on a robotic workforce to address this
challenge. Compliance areas that can leverage RPA robots include:
• Employee Compliance: Control Room, Licensing and Registration, Gifts and
Entertainment, Personal Account Dealings, Outside Affiliations, Private
Investments
• Surveillance: e-Communications and Social Media Surveillance, Trade and
Sales Practice Surveillance and Monitoring, Testing
• Financial Crime: Know Your Customer (KYC), Customer Due Diligence (CDD),
Enhanced Due Diligence (EDD), Transaction Surveillance, Authentication
MORALITY CONCERNS
As more activities that traditionally
were performed by humans are
transferred to robots, morality issues
need to be considered and addressed.
For instance, if mistakes are made by a
robot, who is to blame? If a mistake
results in a crime, who committed
the crime? Should complex
decisions that have serious legal
ramifications be made by robots?
These emerging risks mean
organizations deploying RPA have to
define a clear governance and think of
the impacts that robotization will have
on their organizations.

Contents
Overview
RPA Benefit Areas

In selecting and implementing an RPA solution, follow this 6-phase
approach to RPA Deployment
A successful RPA deployment should follow a predefined journey.
Source: Robot Process Automation, Capgemini Consulting, 2016
1 2 3 4 5 6
DEFINE RPA PERIMETER
Identify RPA eligible processes and activities
For reach process, determine:
1. Is it ready for RPA?
2. Is there potential for RPA?
3. Has RPA potential, but needs to be
adjust first
OPTIMIZE EXISTING PROCESSES
Seek performance improvement areas within
processes having RPA potential
Get rid of redundancies and process
inefficiencies prior to RPA implementation
CHOOSE THE APPROPRIATE RPA SOLUTION
Choose whether you should:
1. Develop our own in-house solution
2. Buy a market solution with a proven track-
record
Develop KPIs for productivity improvement
tracking
DEFINE THE REQUIRED SPAN OF CONTROL
The desired relationship between our
virtual/RPA and human workforce
Define the “man-to-machine ratio” we deem
appropriate for our organization
Set up appropriate governance
Study impacts on processes not in the
scope of RPA, but that might be affected
Review our competency model
Map the target organization
BUILD A DEPLOYMENT PLANNING
Plan programming or solution
integration
Plan change management actions
Identify potential risks and build risk
mitigation planning
STUDY IMPACTS ON THE TARGET
OPERATING MODEL

This is a Process Assessment chart to be leverage in the first phase,
Define RPA Perimeter
Phase 1. Define RPA Perimeter
1 2 3 4 5
Rule based
Structured data
Standardized
Stable over time
Frequent errors
Centralized
Continuous input
Judgment based
Unstructured input
Many expectations
Frequent changes
Rarely errors
Decentralized
Periodic activity
RPA suitability
Cost of
implementation
Return of
investment
Favorable Unfavorable

Follow the guidelines below when evaluating impacts on our Target
Operating Model
Phase 5. Impacts on Target Operating Model
Evaluate how the RPA solution impacts our Target Operating Model by performing the
following 6 activities:
Define roles, responsibilities, and
governance
1 2
3 4
5 6
Use process reengineering
methodologies to fit your processes to
RPA requirements
Associate first users, IT,
Compliance, Security & HR to secure
sustainability.
Identify dependencies with existing
information systems
Build technical RPA capabilities to
maintain the robot fleet
Define a competency model focused
on complementary skills (people
orientation)

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Flevy (www.flevy.com) is the marketplace
for premium documents. These
documents can range from Business
Frameworks to Financial Models to
PowerPoint Templates.
Flevy was founded under the principle that
companies waste a lot of time and money
recreating the same foundational business
documents. Our vision is for Flevy to
become a comprehensive knowledge base
of business documents. All organizations,
from startups to large enterprises, can use
Flevy— whether it's to jumpstart projects, to
find reference or comparison materials, or
just to learn.
Contact Us
Please contact us with any questions you may have
about our company.
• General Inquiries
support@flevy.com
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press@flevy.com
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