The BPO Automation
Myth
Tanvir Khan
Tanvir_khan@dell.com
Automation- What it is and What it Isn’t
STP
Workflow
Automation
Manual
Labor
intensive
Improving business rules to drive improved STP and reduce exception
processing is not automation
2
Increasing Role of Process Automation in BPO
Delivery
80%
75%
75%
75%
70%
60%
60%
50%
50% 50%
40%
40%
30%
23%
20%
15%
10% 10%
10%
0
0%
2000
0%
2005
Platform
3
5%
2%
2007
People
2010
Automation
2014
AUTOMATION
@ Dell
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1
2
3
4
5
Idea
Generation –
LEAP
Program
Breakdown
into
Process
Atoms
Apply AFTE’s
toolbox where
possible
Remap the
Complex
Man-Machine
Process flow
Reconfigure
Support - TA,
Training,
Quality
Dell BPO: AFTE-TOOLBOX
Transforming Business Processes through AFTE Automation
Medical Coding
Payment Posting
Claims Processing
Demo Entry Charge Entry
Adjudication
Accounts Receivables
AFTE
Mobility Solution
SM
E
nLite Auto
Documentati
on
Terminal
Connect
5
Auto-OCR
Integration
Engine
SecureView
Engine
Who Moved My Cheese?
Operating in an increasingly automated world
Talent & HR
• Able to comprehend
Man-Machine complexity
• Active adjustment of
hiring strategy
• Compensation/rewards
Applications
Training
• Impart the understanding
of Automated FTEs in
the process
• Testing effectiveness of
automated FTEs?
Networking
• Active monitoring of
innovation ideas- within
and outside
• Reconfigure IT
infrastructure to
accommodate AFTEs
• Create reusability of
automation
• New SLAs to ensure
24x7 processing and
availability
• Interlink automation with
other tools such as
workflow
• Automation Stacks- to
empower operations
Operations
• Ideas to reality- partner
with IT
• SLAs- monitoring
governance and
improved customer
stickiness
Finance
• Drive pricing innovation
• Create measurement
framework for AFTE
deployment
• Monitor, measure and
report success
Quality/ BPI
• Sampling innovation to
include Agents and
Automated FTEs
• New yardsticks for
measurements
• New methods of problem
solving
Solution
Design
• 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 vs. Buy
buy
• 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
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
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Key Benefits from the Build Decision
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.
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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 inbuilt 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
Thank you.
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