Hur man anställer en robot Visioner och erfarenheter av Robotics på SCA:

Transcription

1 Hur man anställer en robot Visioner och erfarenheter av Robotics på SCA: Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Bonnierhuset den 15 mars i Stockholm Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

2 What I am going to talk about today Our RPA Journey 2016 Looking into next step of automation Quotes for Proof of concept (PoC) Project and governance set-up Governance Methodology Proof of concept execution Internal communication and selling Jan Feb March Apr May June July Aug Sept Oct Nov Dec Interacting with advisors and internal stakeholders PoC Agreement, Process selection, Resource planning Operating model and Resources Partner and SW evaluation Signed partner and SW contract Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

3 SCA Global Business Services created 2012 Reducing cost in the performance of cross business activities by focusing on process efficiency and service excellence. Freeing up time in the business to enable SCA to focus on value added and competitive activities e.g. Customer activities, Acquisitions and Integrations. Increasing quality in cross business activities by focusing on process harmonization, data quality and service excellence. Enabling steering and governance of cross business activities by putting focus into areas with weak or limited coordination. Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

4 GBS provides transactional and professional services in four service areas Financial Services HR Services Workspace Services Master Data Management Purchase to Pay Employee Administration Meeting and guest services Master Data Processes Order to Cash Record to Report Tax administration Treasury admin Financial Master Data Training Administration Payroll & Time Administration Travel Expense Administration Benefits Administration Communication services Office and Workplace Services Real Estate & Building Services Master Data governance structure Master Data KPI s HR Master Data Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

5 You remember the facts We read them to Overall, we estimate that 49 percent of the activities that people are paid to do in the global economy have the potential to be automated by adapting currently demonstrated technology. - McKinsey Global Institute, Jan 2017 Technology Singularity in 2050 predicted by Kurzweil By 2050, Kurzweil predicts, we will be able to buy a device with the computational capacity of all mankind for the price of a nice refrigerator today Source: Ray Kurzweil, Accenture, McKinsey, Gartner Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

6 And the RPA buzzwords Works with the existing IT system just like humans do I typically performs the work of 3-15 FTE given my speed! To me it sounded a bit like the phrase I am from the head office and I am here to help Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

7 January 2016 we decided to look into RPA and what it can do for SCA and specifically GBS 1. SCA had initiated a strategy to Win in Digital 3. GBS is perfectly set to take advantage of this development Introduce virtual workforce for stable and repetitive processes Robotize Deliver workflow solutions and common global system solutions Automate 2016 Optimize 2014 Simplify and remove wasted efforts Drive global standardization Identify global process commonalities and promote/embed procedures 2. In GBS we did not want to go all in on labor arbitrage or outsourcing RPA can give both cost saving and quality 2012 Define and describe processes Describe activities in process charts and with attributes such as start/stop, customer, input/output etc. Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

8 Reading and interacting with advisors and internal stakeholders Still a very theoretical understanding Source: HfS Research, Accenture Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

9 Wanted hands-on experience Appointed PL Involved IT Developed high level business cases Set up project and steering group with both IT and GBS representatives Initiated quoting process for Proof of concept Involved process leaders to discuss potential processes Standardized, Stable, Repetitive (Note. No need to be globally Harmonized) Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

10 New roles needed RPA SW Expertise RPA Champions RPA Supplier Management RPA Training RPA Allocation and Admin RPA Project management RPA Implementation RPA Operations RPA Governance Robotics Manager / Operator Project Leaders/ Business Analysts Most of the tasks needed for RPA do not fit into current roles in SCA Automation Developers RPA IT Liaison One team should be able to handle Implementation, Operations and Future demands Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

11 Customer interface The ownership of the processes will stay with the line manager Customer Center of Excellence Decision PDD SDD Script The decision to automate a process is taken by the process leader/line manager The process leader owns and approves the Process Description Document The process leader/line manager owns and approves the Solution Description Document (i.e. the Robot Contract) The scripts are owned and maintained by the CoE but the script will only do what is described in the SDD. Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

12 Customer interface A group coordinated approach was the preferred model to leverage skills. Group Coordinated Customer Customer Customer Customer PDD SDD PDD SDD PDD SDD PDD SDD The customer owns the processes and process documentation Center of Excellence Scripts Robots Developers Project Leaders Manager / Operator Head Governance The CoE manages the robots, scripts, resources and governance around RPA + Scalable + Cost and knowhow optimized - Resources bottleneck - Customer experience loss of control PDD (Process Description Document) and SDD (solution description document) are process documentation creating the foundation for the script Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

13 Internal communication and selling SCA LT, GBS LT, IT LT Newsletter Workshops and Info meetings Internal Video Webbsite Center of Excellence team Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

14 Thorough supplier and partner evaluation Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

15 Where are we now and what to achieve? 6 months The team & Model The software The project Automate 10 processes Get trained Strategic focus Keep functional and process competence in-house, use automation for execution Expand automation as an internal service outside GBS processes Investigate cognitive possibilities such as machine learning, data mining and virtual assistants Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars

16 Some learnings so far Involve IT early on 1. Identify a stable process Make sure you know the Automation strategy and your priorities 2. Script the robot to handle rule-based activities Investigate in training and communicate RPA internally It s often not a whole process that you automate 4. Avoid fragmentation 3. Let the employees perform the tasks that involves human judgement Greatest Benefits with RPA Don t just look for cost reductions Not implemented RPA Implemented RPA 10% 12% 19% 27% 18% 5% Increased speed of response Eliminate Errors - Quality Reduce FTE s Increased speed of response Eliminate Errors - Quality Reduce FTE s Source: Dart SSON 2016 Jörgen Stattin, GBS Operations Director, SCA Verksamhetsstyrning 2.0 Mars