Procesintegration og -automatisering. Michael Borges, Partner

Transcription

1 Procesintegration og -automatisering Michael Borges, Partner

2 Three eras of business automation The digital era The industrial era Machines replace heavy and dangerous manual work The IT era Machines replace repetitive, routine work Machines automate knowledge work 19. Century 20. Century 21. Century 2

3 Why knowledge work and why now? Exponential technologies Budgets Knowledge Work Automation Expectations from citizens and politicians 3

4 Impact of individual decision What is knowledge work? High Strategic Senior Management decisions Ad-hoc Context dependent Long term... Policy Business model Investments... Tactical Management decisions Ad-hoc Collaborative Knowledge based... Process design and mgt. Hiring and firing Project mgt.... Low Operational decisions Here and now Repetitive Rule based... Operational Service and benefit allocation Fraud detection Maintenance decisions... Low Decision volume High

5 What is an operational business decision? An operational business decision is a choice made between alternative options based on: Regulation, policies and/or practices Knowledge and experience A collection of data (often from many sources) An example from the Rail road authority maintenance guideline : In case of many close fissures over a longer distance the rail should usually be replaced as soon as possible.

6 Benefits of automating knowledge work Compliance Agility Quality Automation Speed Cost efficiency

7 Potential strategic impact Different levels of knowledge work automation Automate repetitive tasks visuali Report, visualize and simulate Automate complex processes and decisions Identify patterns and predictions Pattern-based strategy Real-time self-adaptable decisioning ediscovery Simple Robotics Business Intelligence Process and Rules Management Intelligent automation Advanced analytics Machine learning Mass customization Self service Decision automation Process integration

8 The flow and the know in knowledge work The flow Process integration The what to do Technology: Robotics and Business Process Management (BPM) Enter job application A job application process Process job application Send rejection Send interview invitation Open Position Requires Grant interview? Implied by Encouraged to apply The know Process automation The how to make decisions Technology: Business rules, predictive models and machine learning Excluded by Low match score (Predictive scoring) Requires Academic Degree Excluded by Instance of Master Bachelor Undergraduate Student

9 Business decisions Process automation requires automation of complex business decisions Rules can be derived from legislation, policies etc. and can be linked to original sources

10 Agile implementation of process automation Plan Act Check Do Design (and calibrate) model Monitor and govern decisions Business process automation platform Validate model (simulate automation) Make decisions (execute model) Deploy model 10

11 Modeling instead of programming Traditional programming Model driven solutions Business Domain Usage. IF. THEN. ELSE Know IT Domain Flow Database Database

12 Automation and manual processing Data Straight Through Processing (STP) Problem or exception Manual flows Problems: Mistakes, missing data, unlikely data Exceptions:High risk, missing rules, Outliers

13 Stateless process flows Actor Contractor I review the legislation Caseworker Zone Office Fire authority Road authority I initiate the case when I receive the application. Legal Waterworks I review the application to uphold fire regulations Case Worker Fire authority Shared case folder Inboxes based on roles, process stages and business rules. I approve the utilities installations Utilities

14 Dynamic document handling Relevant case data is dynamically included. In specific process activities, documents are automatically generated in PDF or MS Word template for free-format editing. Conditional text blocks based on knowledge rules are included. Pre-configured text blocks that can be adjusted at runtime are included. Based on the recipient s preferred communication channel, the document can be sent automatically. 14

15 Audit trail Each process activity performed is logged in an audit trail. Who did what and when? And what information was provided? 15

16 Process simulation and analysis Create test population Simulate execution Analyze flow and decisions

17 How to get started 1) Identify a candidate process Manual actions, calculations and/or decisions Rules driven (i.e. no judgement) Repetitive in nature Resource intensive (high operating cost) Data dependent (and data available) May have a high error rate Examples of processes suitable for automation Payments Verifications Mgt Reporting Reconcilations... Information request Controls Onboarding Case processing 2) Identify the suitable model-driven technology Simple Robotics Business Intelligence Process and rules management Advanced analytics Machine learning 3) Run an agile, business-driven implementation project

18 A final reflection Technology s impact on employment

19 Om Deloitte Deloitte leverer ydelser indenfor Revision, Skat, Consulting og Financial Advisory til både offentlige og private virksomheder i en lang række brancher. Vores globale netværk med medlemsfirmaer i mere end 150 lande sikrer, at vi kan stille stærke kompetencer til rådighed og yde service af højeste kvalitet, når vi skal hjælpe vores kunder med at løse deres mest komplekse forretningsmæssige udfordringer. Deloittes ca medarbejdere arbejder målrettet efter at sætte den højeste standard. Deloitte Touche Tohmatsu Limited Deloitte er en betegnelse for Deloitte Touche Tohmatsu Limited, der er et britisk selskab med begrænset ansvar, og dets netværk af medlemsfirmaer. Hvert medlemsfirma udgør en separat og uafhængig juridisk enhed. Vi henviser til for en udførlig beskrivelse af den juridiske struktur i Deloitte Touche Tohmatsu Limited og dets medlemsfirmaer.