GURU NANAK INSTITUTE OF MANAGEMENT STUDIES

Matunga (E), Mumbai – 400 019

Dissertation Report
Titled

“Role of Robotics in Reshaping Automation”

In the partial fulfillment of

Executive MBA (PGCM)

By

Miss. Swapnali Deepak Shigwan

[Batch 14 & Roll No: 20]
Semester 4 & Specialization: Operations

Under the Guidance of

Prof. Dr. Gowri Shankar

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 GURU NANAK INSTITUTE OF MANAGEMENT STUDIES
Matunga (E), Mumbai – 400 019

CERTIFICATE

This is to certify that Miss. Swapnali Deepak Shigwan a student of Executive

MBA (PGCM) Term 4 - bearing Roll No. 20 has successfully completed the
project titled, “Role of Robotics in Reshaping Automation”, in the partial
fulfillment of Executive MBA (PGCM).

Place: Mumbai

Date: 17/04/2020

1. Name of the Project Guide: Prof. Dr Gowri Shankar

Signature of the Project Guide:

Signature

Head E-MBA

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 STUDENT DECLARATION

I hereby declare that the project titled “Role of Robotics in Reshaping

Automation” is my own work conducted under the supervision of Prof. Dr.
Gowri Shankar.

I further declare that no part in this project work has been plagiarized without
proper citations and has not formed the basis for the award of any degree,
diploma, associate ship, fellowship previously.

Name of Student: SWAPNALI SHIGWAN

Signature of the Student:

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 Table of Contents

Sr. No. Topic Page No

Chapter 1 Introduction
1.1 EXECUTIVE SUMMARY 07
1.2 RESEARCH PURPOSE 08
1.3 SCOPE OF STUDY 09
1.4 SECONDARY OBJECTIVE 10
Chapter 2 INDUSTRY OVERVIEW 11
Chapter 3 COMPANY PROFILE 14
Chapter 4 THEROTICAL PRESPECTIVE 22
4.1 WHAT IS ROBOTICS PROCESS AUTOMATION 22
4.2 WHY AUTOMATE REPETATIVE WORK 23
4.3 HOW ROBOTIC PROCESS AUTOMATION WORKS 24
4.4 BENEFITS OF RPA 26
4.5 ADVANTAGES OF RPA 27
4.6 DISADVANTAGES OF RPA 30
4.7 MYTHS OF RPA 31
Chapter 5 HOW RPA REDUCES COST 33
5.1 RPA IMPLEMENTATION METHODLOGY 34
5.2 GENERAL USE OF RPA 38
5.3 APPLICATION OF RPA 40
5.4 RPA TOOLS 41
5.5 WHAT IS Ui PATH 42
5.6 HOW IS RPA DIFFERENT FROM OTHER 45
ENTERPRISE AUTOMATION
Chapter 6 APPLICATION OF CASE MANAGEMENT 46
6.1 PROCESS IN MARSH AND MCLENNAN 46
COMPANIES
6.2 In Depth Process work of Service Operation 47
Management in Pension Department
6.3 Tabular format in which Input, process work output 48

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6.4 APPLICATIONS BEING USED IN THE 50
DEPARTMENT AS FOLLOWS- OPERATION
DEPARTMENT
6.5 LIFE CYCLE OF RPA 53
6.6 PROBLEMS FACED IN THE CURRENT PROCESS 55
6.7 SUMMARY 58
6.8 CONCLUSION 61
6.9 RECOMMENDATION 62
Chapter 7 REFERENCES 65

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NOMENCLATURE
• Robotic are entities that mimic human actions are called Robots.
• A process is a sequence of steps that lead to meaningful activity. For example, the
process of making tea or your favourite dish, etc.
• Automation is any process that is done by a robot without human intervention.
• Pension Department refer to department which helps UK employees to claim and
settlement of their pension according to his/her salary eligibility which includes own
contributions and employer contributions. Eg. In India when an employee joins
workplace if is eligible his/her provident fund (PF) is deducted.

ABBREVIATIONS

• MMC- Marsh and McLennan Companies

• CMS- Case Management System
• RPA- Robotics Process Automation
• COE- Centre of Excellence
• BPA- Business Process Automation
• SME- Subject Matter Experts
• TPR- The Pension Regulator
• PHT – Post Handling Team

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1. INTRODUCTION

EXECUTIVE SUMMARY

Service Operation Management has reshaped by robotic automation and close collaboration
of IT is also required whenever there is a change in the business process automation.
Business users understand the processes and are responsible for operations performance, they
help to identify which processes to automate, and should participate closely in RPA
development.
Business Process Management Software helps keep track of all the operations – the whos,
whats, and whens of your business. It allows you to digitize your workflows, essentially
automating the entire logistical part of a process.
With RPA, companies can deploy AI-powered bots with machine learning (ML) capabilities.
These bots are capable of handling repetitive and monotonous tasks, including responding to
common queries or completing calculations without human input. With RPA, companies can
improve their efficiency and enhance productivity, without replacing their human team.
Understanding what innovation is and how it might potentially help clients to get their
services and possibly not losing your customer base to a newer and becoming a wealthy
competitor in the industry.
Ignorance is Innovation Bliss and also knowledge is Innovation Power. It means a person
who does not know about a problem does not worry about it. He never keeps up with the
news or cares about the troubles in the world because he believes that ignorance is bliss.
Without knowledge, we cannot make progress. Smaller goals will require less information
and therefore, less time and effort. However, our largest life goals require a whole lot of
experience and thus, a whole lot of time and knowledge. Without information and
knowledge, you can’t get ahead in life.
• When I say robots are going to do the human tasks that don’t mean physical robots are
going to sit in front of the computer and do the tasks, it means a software application
that will replicate the actions or tasks exactly the way how a human does.
• RPA will automate low-value clerical activities performed by humans. Most importantly
RPA is only for clerical process automation and not for all human activities.
Now, this would have suddenly rung a bell – humans are going to lose jobs!??

The answer is Not Exactly!

Of course, there will be some changes in the way how we have been working so far. RPA is
going to open up new opportunities for human workers. Robotic Process Automation is a way
of Artificial Intelligent workers performing the tasks.We should be smart enough to find
those new opportunities and prepare ourselves to grab it as when it arises (In fact now is that
right time).

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1.2 RESEARCH PURPOSE

New skills will be essential to ensure smooth execution of the automated processes and create
sustainable impact. Among the most critical are the identification, quantification,
prioritization, and mapping of new processes that should be automated. Next, solution design,
programming, and execution will all involve significant new capabilities, as will the
monitoring and management of automation once it is in place.
For a successful transformation, a company needs a comprehensive, end-to-end view of the
automation opportunity. It prioritizes automation activities by business value, ease of
implementation, and risk. Usually, prioritization is more effective when done within
functional “domains” comprising 50 to 200 people rather than on a process-by-process basis.
Focus on creating impact in the industry in the current pandemic crisis by providing effective
customer service by way of helping them to claim their own pension claims.

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1.3 SCOPE OF THIS STUDY
Current situation of lockdown where in all employees are unable to work and give efficient
productivity Robotics Process Automation plays a better role to resolve problems in the
operations management work and serve its clients to get the services.
Every type of computer-aided process that uses a different set of protocols for tasks can be
performed using the RPA technology. RPA will replace manual jobs with the help of
automated technologies and tools. RPA will replace all the repetitive jobs of data assembling
and formatting. That’ll save time, effort and added costs of the industry.
Most human jobs can be automated using the robotic process automation technology. The
data collection and data can be analysed in a better way through RPA technology.
Robotic Process Automation (RPA) technology is wide and its reach is also amazing. In the
coming years, it can replace typing and manual work tasks as well.

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1.4 SECONDARY OBJECTIVE OF THIS STUDY
A centre of excellence (CoE) is vital both as a source of expertise and to define priorities.
This central team, with responsibilities cutting across operations and other functions, leads
the organization’s transformation, identifies opportunities for automation, and helps to set up
current automation programs. The CoE’s areas of expertise should include attended bots (for
call centers), chat bots, advanced analytics, and cognitive agents.
The CoE also supports initiatives of varying sizes across the company, seeds subject-matter
experts(SME) and advocates where needed, and provides thorough coaching to team
members. Additionally, the center can give light support to business-led initiatives.

RESEARCH METHODOLOGY USED

Secondary data collection method: desk research
Secondary data collection sources: internet, books, magazines

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2. Industry Overview

Business Process Automation

BPA is a means of automating recurring business processes through the use of software &
different app integrations. Meaning, instead of having your employees to menial & simple
tasks, you just let the software take care of it.
While that’s a bit of a broad definition (making software do a thing), here are some specific
examples of how BPA can work.
Customer Support – If you own any kind of website, you probably have some sort of
customer support software set up. While the software tends to differ in functionality, most of
them allow you to automate responses to customers.
Without the right tech, operations management can be very tough. You can’t really tell how
your projects or processes are going without getting in touch with the team leader or
supervisor, and even then, any kind of miscommunication can lead to a bunch of errors.
Leaders must think through how they will redesign the organization to take advantage of the
capacity increases that usually result from successful automation. Moving people promptly to
higher-value work helps multiply automation’s impact—but the higher-value work must be
identified and available for the people to do. That often means restructuring the organization
at the same time that the automation solution is being designed and implemented, so that
judgment-heavy tasks flow through to the right teams once the automation is in place.
It is time for companies to transform their operations centers using RPA and other automation
technologies. Such a transformation needn’t take long—and can generate tremendous value if
done correctly.

Companies Using Robotic Process Automation

Multinational companies such as Deloitte, Accenture, Capgemini and many more, use
Robotic Process Automation in their day to day tasks. These companies, benefit by using
RPA as it provides, accurate, reliable, consistent outputs with high productivity rates.

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Robotic Process Automation (RPA) over the years:
In the year 2016, the RPA market was estimated at 271 million dollars. In the year 2018, the
RPA industry reached 629 million dollars. In 2019, it is touted to touch 822 million dollars.
According to RPA estimates, the figure will touch 1022 million dollars in 2020 and 1224
million in 2021.

The Market for Service Robots is Expanding Rapidly

Service robots for professional use are experiencing a technological revolution. A rapid
proliferation in robot capabilities – driven by innovations in machine learning, artificial
intelligence, adaptive computing and vision systems – is causing the market to nearly triple in
value. The combined market value for 2019 through 2021 for professional service robots is
estimated to be worth $37 Billion, according to the International Federation of Robotics
World Robotics 2018 Service Robots report.

A professional service robot is defined as a semi- or fully autonomous robot for automation
of commercial tasks, excluding manufacturing operations.

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Projected Market Growth of Collaborative Robots
By all measures, the market for collaborative robots is expected to experience robust growth
over the next several years. A recent report from Interact Analysis predicts the collaborative
robot market to be worth $7.5 billion by 2027. This would equate to roughly 29% of the
global industrial robot market.

Today, robotic process automation, or RPA, is one of the most disruptive technologies in the
modern marketplace. Gartner believes that it’s the fastest-growing market in enterprise
software, achieving 63% growth between 2018 and 2019. Not only that, but the value of the
RPA market is set to reach $3.97 (£3.25) billion by 2025.

Robotic Process Automation (RPA) technique is used for automating various computer
processes and professional business operations. With the right kind of Robotics Process
Automation deployment, it will create more jobs and work in the IT sector.

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3. COMPANY PROFILE

Marsh & McLennan Companies (MMC) is a global professional services firm providing
advice and solutions in the areas of risk, strategy and human capital. It is the parent company
of a number of the world's leading experts and specialty consultants, including Marsh, the
insurance broker and risk advisor.
Guy Carpenter, the risk and reinsurance specialist, Mercer, the provider of Human Resource
and related financial advices and services; and Oliver Wyman, the management consultancy.
With approximately 50,000 employees world and annual revenue exceeding $10 billion,
MMC provides analysis, advice and transactional capabilities to clients in more than 100
countries. Its stock sticker (ticker symbol: MMC) is listed on the New York, Chicago and
London Stock Exchange.
Marsh & McLennan Companies ranked #212 on the 2018 Fortune 500 ranking, the
company's 24th year on the annual Fortune list, and #458 on the 2017 Forbes Global 2000
List.
Marsh & McLennan's 2016 revenue of $13.2 billion ranked it #1 on Business Insurance's
ranking of the world's largest insurance brokers.
Location in Maharashtra – Powai (Mumbai) and Pune.

MISSION STATEMENT
"The companies of MMC are among the world’s leading global advice and solutions
providers in risk, strategy and human capital. Through our expertise and commitment to
excellence, we are dedicated to managing risk, maximizing growth, and creating value for our
clients and share- holders. With colleagues in more than 100 countries, we help clients
identify, plan for and respond to critical business issues and risks. "

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3.1 PRODUCT LINE

RISK AND INSURANCE SERVICES

• Marsh, which provides insurance brokering and risk management consulting. John Doyle
has been the president and CEO since 2017.
• Guy Carpenter, a risk and reinsurance intermediary
• Jardine Lloyd Thompson, which provides insurance, reinsurance, employment benefits
advice and brokerage services.
CONSULTING

• Mercer, offering health, retirement, talent, and investment consulting services

• Oliver Wyman Group, a collection of management consulting firms (including Oliver
Wyman, Lippincott, and NERA Economic Consulting

Captive Advice and Risk and

Management Consultancy Insurance

Pension and
retirement
services

Health, risk Employee Wealth

and benefits Benefits Management

Investment
services

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 SWOT ANALYSIS OF MMC

The SWOT Analysis framework enables an organization to identify the internal strategic
factors such as -strengths and weaknesses, & external strategic factors such as -
opportunities and threats. It leads to a 2X2 matrix – also known as SWOT Matrix.

The Strengths-Weaknesses-Opportunities-Threats (SWOT) Analysis / Matrix helps the

managers of the Marsh & McLennan Companies, Inc. to develop four types of strategies:
• SO (strengths-opportunities) Strategies
• WO (weaknesses-opportunities) Strategies
• ST (strengths-threats) Strategies
• WT (weaknesses-threats) Strategies

SWOT Matrix Strategies Objective

The primary purpose of SWOT matrix is to identify the strategies that a company can utilize
to exploit external opportunities, counter threats, and build on & protect Marsh & McLennan
Companies, Inc. strengths, and eradicate its weaknesses.

Step by Step Guide to Marsh & McLennan Companies, Inc. SWOT Analysis

Strengths Of Marsh & Mclennan Companies, Inc. – Internal Strategic Factors

As one of the leading firms in its industry, Marsh & McLennan Companies, Inc. has
numerous strengths that help it to thrive in the market place. These strengths not only help it
to protect the market share in existing markets but also help in penetrating new markets.

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 Based on Fern Fort University extensive research – some of the strengths of Marsh &
McLennan Companies, Inc. are –

• Reliable suppliers – It has a strong base of reliable supplier of raw material thus enabling the
company to overcome any supply chain bottlenecks.
• Highly successful at Go To Market strategies for its products.
• Strong distribution network – Over the years Marsh & McLennan Companies, Inc. has built a
reliable distribution network that can reach majority of its potential market.
• Good Returns on Capital Expenditure – Marsh & McLennan Companies, Inc. is relatively
successful at execution of new projects and generated good returns on capital expenditure by
building new revenue streams.
• Successful track record of developing new products – product innovation.
• Strong Brand Portfolio – Over the years Marsh & McLennan Companies, Inc. has invested in
building a strong brand portfolio. The SWOT analysis of Marsh & McLennan Companies,
Inc. just underlines this fact. This brand portfolio can be extremely useful if the organization
wants to expand into new product categories.
• Strong Free Cash Flow – Marsh & McLennan Companies, Inc. has strong free cash flows that
provide resources in the hand of the company to expand into new projects.
• Highly skilled workforce through successful training and learning programs. Marsh &
McLennan Companies, Inc. is investing huge resources in training and development of its
employees resulting in a workforce that is not only highly skilled but also motivated to
achieve more.

Weakness Of Marsh & Mclennan Companies, Inc. – Internal Strategic Factors

Weakness are the areas where Marsh & McLennan Companies, Inc. can improve upon.
Strategy is about making choices and weakness are the areas where a firm can improve using
SWOT analysis and build on its competitive advantage and strategic positioning.

• Investment in Research and Development is below the fastest growing players in the industry.
Even though Marsh & McLennan Companies, Inc. is spending above the industry average on
Research and Development, it has not been able to compete with the leading players in the
industry in terms of innovation. It has come across as a mature firm looking forward to bring
out products based on tested features in the market.
• Need more investment in new technologies. Given the scale of expansion and different
geographies the company is planning to expand into, Marsh & McLennan Companies, Inc.
needs to put more money in technology to integrate the processes across the board. Right now
the investment in technologies is not at par with the vision of the company.
• The profitability ratio and Net Contribution % of Marsh & McLennan Companies, Inc. are
below the industry average.
• Not very good at product demand forecasting leading to higher rate of missed opportunities
compare to its competitors. One of the reason why the days inventory is high compare to its
competitors is that Marsh & McLennan Companies, Inc. is not very good at demand
forecasting thus end up keeping higher inventory both in-house and in channel.
• The company has not being able to tackle the challenges present by the new entrants in the
segment and has lost small market share in the niche categories. Marsh & McLennan
Companies, Inc. has to build internal feedback mechanism directly from sales team on
ground to counter these challenges.

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• High attrition rate in work force – compare to other organizations in the industry Marsh &
McLennan Companies, Inc. has a higher attrition rate and have to spend a lot more compare
to its competitors on training and development of its employees.
• Financial planning is not done properly and efficiently. The current asset ratio and liquid
asset ratios suggest that the company can use the cash more efficiently than what it is doing at
present.

Opportunities for Marsh & McLennan Companies, Inc. – External Strategic

Factors
• Government green drive also opens an opportunity for procurement of Marsh & McLennan
Companies, Inc. products by the state as well as federal government contractors.
• New environmental policies – The new opportunities will create a level playing field for all
the players in the industry. It represent a great opportunity for Marsh & McLennan
Companies, Inc. to drive home its advantage in new technology and gain market share in the
new product category.
• The market development will lead to dilution of competitor’s advantage and enable Marsh &
McLennan Companies, Inc. to increase its competitiveness compare to the other competitors.
• Decreasing cost of transportation because of lower shipping prices can also bring down the
cost of Marsh & McLennan Companies, Inc.’s products thus providing an opportunity to the
company - either to boost its profitability or pass on the benefits to the customers to gain
market share.
• Lower inflation rate – The low inflation rate bring more stability in the market, enable credit
at lower interest rate to the customers of Marsh & McLennan Companies, Inc..
• The new technology provides an opportunity to Marsh & McLennan Companies, Inc. to
practices differentiated pricing strategy in the new market. It will enable the firm to maintain
its loyal customers with great service and lure new customers through other value oriented
propositions.
• New customers from online channel – Over the past few years the company has invested vast
sum of money into the online platform. This investment has opened new sales channel for
Marsh & McLennan Companies, Inc.. In the next few years the company can leverage this
opportunity by knowing its customer better and serving their needs using big data analytics.
• Opening up of new markets because of government agreement – the adoption of new
technology standard and government free trade agreement has provided Marsh & McLennan
Companies, Inc. an opportunity to enter a new emerging market.

Threats Marsh & McLennan Companies, Inc. Facing - External Strategic

Factors
• Growing strengths of local distributors also presents a threat in some markets as the
competition is paying higher margins to the local distributors.
• Rising pay level especially movements such as $15 an hour and increasing prices in the
China can lead to serious pressure on profitability of Marsh & McLennan Companies, Inc.
• No regular supply of innovative products – Over the years the company has developed
numerous products but those are often response to the development by other players.
Secondly the supply of new products is not regular thus leading to high and low swings in the
sales number over period of time.

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• Changing consumer buying behaviour from online channel could be a threat to the existing
physical infrastructure driven supply chain model.
• Intense competition – Stable profitability has increased the number of players in the industry
over last two years which has put downward pressure on not only profitability but also on
overall sales.
• Increasing trend toward isolationism in the American economy can lead to similar reaction
from other government thus negatively impacting the international sales.
• New technologies developed by the competitor or market disruptor could be a serious threat
to the industry in medium to long term future.
• As the company is operating in numerous countries it is exposed to currency fluctuations
especially given the volatile political climate in number of markets across the world.

Limitations of SWOT Analysis for Marsh & McLennan Companies, Inc.

Although the SWOT analysis is widely used as a strategic planning tool, the analysis does
have its share of limitations.

• Certain capabilities or factors of an organization can be both a strength and weakness at the
same time. This is one of the major limitations of SWOT analysis . For example changing
environmental regulations can be both a threat to company it can also be an opportunity in a
sense that it will enable the company to be on a level playing field or at advantage to
competitors if it able to develop the products faster than the competitors.
• SWOT does not show how to achieve a competitive advantage, so it must not be an end in
itself.
• The matrix is only a starting point for a discussion on how proposed strategies could be
implemented. It provided an evaluation window but not an implementation plan based on
strategic competitiveness of Marsh & McLennan Companies, Inc.
• SWOT is a static assessment - analysis of status quo with few prospective changes. As
circumstances, capabilities, threats, and strategies change, the dynamics of a competitive
environment may not be revealed in a single matrix.
• SWOT analysis may lead the firm to overemphasize a single internal or external factor in
formulating strategies. There are interrelationships among the key internal and external
factors that SWOT does not reveal that may be important in devising strategies.

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Weighted SWOT Analysis of Marsh & McLennan Companies, Inc.
In light of the above mentioned limitations of the SWOT analysis / matrix, corporate
managers decided to provide weightage to each internal strength and weakness of the firm.
Organizations also assess the likelihood of events taking place in the coming future and how
strong their impact could be on company's performance.

This method is called Weighted SWOT analysis. It is better than doing simplistic SWOT
analysis because with Weighted SWOT Analysis Marsh & McLennan Companies, Inc.
managers can focus on the most critical factors and discount the non-important one. It also
solves the long list problem where organizations ends up making a long list but none of the
factors deemed too critical.

Limitation of Weighted SWOT analysis of Marsh & McLennan Companies,

Inc.

This approach also suffers from one major drawback - it focus on individual importance of
factor rather than how they are collectively important and impact the business holistically.

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3.2 OPERATIONS DEPARTMENT

The Operations function services Risk Specialists and Employee Benefits Consultants across
locations. For JLT Employee Benefits, the India Operations team provides tailor-made
pension administration solutions for a wide spectrum of requirements. In the Insurance
Broking space, JLT India services a number of group companies, providing middle and back
office processing to broking, accounting & finance, reinsurance and claims.

3.3 HIERARCHY OF OPERATIONS DEPARTMENT

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4. THEROTICAL PRESPECTIVE

Robotic Process Automation or RPA (nowadays for everything there is an acronym) is an

emerging form of business process automation, which focuses on automating the repetitive
tasks which are currently performed by a human. RPA is different from the traditional way of
programming which requires a lot of back end coding.

In simple words RPA means:

“robots are going to do the computer-based repetitive tasks which are now performed by
humans”.

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4.2 WHY AUTOMATE REPETITIVE WORK?

When a job gets monotonous people lose interest, but not robots! then why do humans have
to do those monotonous, low value adding, repetitive jobs?

Humans can do much better interesting jobs!

When something is delivered without interest, chances are more for errors. In the case of
robots, there are no such complications as robots don’t have interests, unlike humans.

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4.3 How Robotic Process Automation Works?
RPA is Code Free!
Yes RPA doesn’t need a single piece of code or need any programming skills to automate a
process. (There are no RPA programming languages that you need to learn, however
programming skills on .net or VBA or any programming language will provide an added
advantage, we will discuss it in the RPA Jobs’ section below)
Then how does RPA work? – RPA works using Demonstrative Steps.
As mentioned above it’s a way of Artificial Intelligent or rather, virtual workers performing
the activities as exactly as a human does.
Let’s take a business process example when a new joiner comes in the team how he/she gets
trained to do a task, the same way these virtual workers also need to be trained step by step.

Who are the best people to train the new joiner? of course not the IT engineers!

Its the SMEs and Process Experts.

Similarly, the best people to train the RPA robots are also the Business operations people.
The subject matter experts and process experts.

The best part with virtual workers are Once trained then lifetime permanent worker, no
attrition, unlike human workers.

Below is an example of how Robotic Process Automation works in an Order Management

Process.

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4.4 BENEFITS OF RPA

Industrial experts substantiate the Benefits of RPA with the reasons:

1. To avoid human errors and to reduce human efforts.

2. To save time and improve productivity, accuracy, and consistency.

3. Enhance the business analytics and easy standardization of workflow.

4. To have a frictionless delivery of tasks.

5. Complete Audit trail for any kind of compliance purposes.

6. Cost reduction.

Some benefits that RPA can provide to the organization:

1. Large numbers of the process can easily have automated.

2. Cost are reduced significantly as the RPA takes care of repetitive task and saves
precious time and resources.
3. Programming skills are not needed to configure a software robot. Thus, any non-
technical staff can set up a bot or even record their steps to automate the process.
4. Robotic process automation support and allows all regular compliance process, with
error-free auditing.
5. The robotic software can rapidly model and deploy the automation process.
6. The defects are tracked for each test case story and the sprint.
7. Effective, seamless Build & Release Management
8. Real time visibility into bug/defect discovery
9. There is no human business which means there is no need for time for the requirement
of training.
10. Software robots do not get tired. It increases which helps to increase the scalability.

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4.5 ADVANTAGES OF RPA

• A human can work average 8 hours a day whereas robots can work 24hours without
any tiredness.
• The average productivity of human is 60% with few errors as compared to Robot's
productivity which is 100% without any errors.
• Robots handle multiple tasks very well compared to a human being
Code-Free
RPA doesn't require any coding or programming knowledge. The modern RPA tools
are used to automate applications in any department where the clerical work is
performed across an enterprise. Hence, Employees only need to be trained on how
RPA works, and they can easily create bots, just through GUI (Graphical User
Interface) and different intuitive wizards. It gives an advantage over the traditional
methods of automation and enables accelerated delivery of business applications.
Besides, this platform reduces the initial cost of installation, training, and deployment.

Non-Disruptive
One of the major challenges that IT deployment faces is the risky or complex
transformation process, which prevents large organizations from redesigning,
replacing, or enhancing the running system. However, the transformation process in
RPA is very simple and straightforward. The RPA software robots follow the existing
security, quality, and data integrity standards to access the end-user system in the
same manner as human beings. These software robots also prevent disruption of any
kind and maintain functionality and protections.

User-Friendly
RPA does not require a special kind of knowledge, such as coding, programming, or
deep IT skills. RPA software is user-friendly, easy to understand, and easy to use.
RPA tools allow users to create bots quickly and effortlessly by capturing mouse
clicks and keystrokes with a built-in screen recorder component. Some of the RPA
software includes the option to create and edit bots manually using the Task Editor.

Rich-Analytical Suite
RPA software contains an in-built analytical suite that evaluates the performance of
the robot workflows. RPA analytical suite also helps in monitoring or managing the
automated functions from a central console, which can be accessed from anywhere. It
offers basic metrics on robots, workflows, and more. The analysis performed by the
analytical suite helps users to track the operations and determine issues. There is no
need for any integration since everything is inbuilt and set right out of the box.

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Security
When an organization is running on automation, more users will demand access to
RPA products. Therefore, it is important to have robust user access management
features. RPA tools provide options to assign role-based security capabilities to ensure
action specific permissions. Furthermore, the entire automated data, audits, and
instructions which can be accessed by bots, are encrypted to avoid any malicious
tampering. The enterprise RPA tools also offer detailed statistics of the logging of
users, their actions, as well as each executed task. Thus, it ensures the internal security
and maintains compliance with industry regulations.
Rule-based Exception Handling
RPA system allows users to deploy bots using rules-based exception handling. This
feature proactively handles the exception. For example, RPA robot reports an
exception, and then the actions given below are triggered:
The same process is re-assigned to a different bot by the server.
The current bot retries the same process and removes the previous bot from
production.
If retry is successful, the server maintains the reassignment and raises an alert to
report exception & resolution.
If retry is unsuccessful, it stops the current bot and raises an alert to report exception
as well as failed resolution.
Hosting and Deployment Options
The RPA system provides deployment options across virtual machines, terminal
services, and cloud. Cloud deployment is one of the best among all the other
deployment options, which attracts most of the users due to its scalability and
flexibility. Therefore, businesses can install RPA tools on desktops and deploy it on
servers to access data for completing repetitive tasks. RPA systems can automatically
deploy robots in a group of hundreds. Similarly, multiple bots can be used to run
different tasks within a single process while processing a high volume of data.
Actionable Intelligence
This RPA feature refers to the ability to gain and apply knowledge as skills. Robots
first obtain the data and then convert it into information and transform the information
into actionable intelligence for the users. Artificial intelligence and cognitive
intelligence are the common features of RPA solutions that help bots to improve
decision making over the period.
Debugging
One of the biggest advantages of RPA from a development perspective is debugging.
Some RPA tools need to be stopped running while making changes and replicating the
process. The rest of the RPA tools allow dynamic interaction while debugging. It
allows developers to test different scenarios by changing the values of the variable
without starting or stopping the running process. This dynamic approach allows easy
developments and resolution in a production environment without requiring changes
to the process.

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29 | P a g e
4.6 DISADVANTAGES OF RPA

Let's not forgot some cons of the RPA process:

1. The bot is limited to the speed of the application

2. Even small changes made in the automation application will need the robots to be
reconfigured.

Some of the major drawbacks of Robotic Process Automation software are given
below:

Potential Job Losses

If a robot can work faster with a more consistent rate, then it is assumed that there will be no
need for human input. It is the main concern for the employees, and this results as a major
threat to the labor market. However, this thinking is not accurate. Amazon has shown a great
example of this limitation. The employment rate has grown rapidly during a period where
they have increased the number of robots from 1000 to over 45000.

Initial Investment Costs

RPA is still in the stage of innovation, and so it can present challenges that may result in
unwanted outcomes. Therefore, it isn't easy for organizations to decide whether they should
invest in robotic automation or wait until its expansion. A comprehensive business case must
be developed when considering the implementation of this technology; otherwise, it will be
useless if returns are only marginal, which may not worth taking the risk.

Hiring Skilled Staff

Many organizations believe that to work with RPA, the staff must have significant technical
knowledge of automation as robots may require programming skills and an awareness of how
to operate them. It further forces organizations to either hire a skilled staff or train existing
employees to expand their skills.

An automation company can be a little beneficial during initial installation and set-up. But
the skilled staff can only adopt and manage the robots in the long-term.

Employee Resistance

People are usually habitual, and any change in the organization may cause stress to the
employees. People who are involved in new technology will get new responsibilities, and
they will have to learn new concepts of a specific technology. Because everyone may not
have the same level of knowledge, it may lead existing employees to resign from their job.

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Process Selection

It is always best to choose tasks that are repetitive, rules-based, and do not require human
judgment. The non-standard processes are difficult to automate, and human interaction is
required to complete such processes. So, there are limited tasks that you can automate with
RPA.

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4.7 MYTHS OF RPA

1. Coding is required to use RPA software

That's not true. To use Robotics Process Automation tools, one needs to understand
how the software works on the front-end and can how they can use for automation.

2. RPA software does not require human supervision

This is an illusion because humans are needed to program the RPA bot, feed them
tasks for automation and manage them.

3. Only large big companies can afford to deploy RPA

Small to medium-sized organizations can deploy RPA to automate their business.

However, initial costing will be high but can be recovered in 4-5 years.

4. RPA is useful only in industries that rely heavily on software

RPA can be used to generate automated bills, invoice, telephone service,etc. which
are used across industries irrespective of their software exposure.

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5 HOW RPA REDUCES COST?

Cost reduction is one of the parameters to assess the Robotic Process Automation ROI
(Return On Investment).

We can divide this RPA cost-benefit analysis into 2 major factors contributing to
it. Employees & Customers, all the Automation/Transformation should be done keeping in
mind these 2 major factors.

Higher Employee Satisfaction and Better Customer Experience.

Employees:

• FTE Redeployment – Rather than calling it as FTE reduction the better way to look at it
is Employee redeployment to other higher value-added tasks. Since the repetitive tasks
are automated using RPA which brings cost saving in terms of reduced FTEs in those
processes.
• Reduction in Attrition – Employee engagement and satisfaction improves when
repetitive tasks are removed from them. Which in turn will reduce the employee burnout
and attrition!
• Reduction in Rework – Cost involved in Rework is completely eliminated by
automating the tasks, only need to handle the Exceptions

Customer:

• Reduction in Cycle time – Automating the repetitive tasks will reduce cycle time for
completing the task, which will in turn help in higher productivity. Higher quality
services in reduced cycle time will satisfy any customer.

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5.1 RPA IMPLEMENTATION METHODOLOGY

Planning

In this phase, you need to Identify processes which you want to automate. Following
checklist will help you identify the correct process

• Is the process manual & repetitive?

• Is the process Rule-based?
• Is the input data is in electronic format and is readable?
• Can existing System be used as it is with no change?

Next, steps in planning phase are

• Setup project team, finalize implementation timelines and approach.

• Agree on solution design for performing RPA processes.
• Identify logging mechanism that should be implemented to find issues with running
bots.
• Clear roadmap should be defined to scale up RPA implementation

Development

In this phase, you start developing the automation workflows as per agreed plan. Being
wizard driven, the implementation is quick

Testing

In this phase, you run Testing cycles for in-scope automation to identify and correct defects

Support & Maintenance

Provide continuous support after going live and helps in immediate defect resolution. Follow
general maintenance guidelines with roles and responsibilities with business and IT support
teams.

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RPA Implementation Plan
RPA implementation methodology can be broadly classified into 6 steps. Below is the
approach to be followed for a successful RPA implementation.

1. Identify the Automation Opportunities

This should be first step of the rpa journey, I call it as the “WHAT” step. You need to
identify what all you can automate. To make this step easy I have made a list of areas that
you can quickly look for identifying automation opportunities.

• Rule Driven Processes

• Repetitive Processes
• Data entry Processes
• Volumes Driven Processes
• Frequent human errors

2.Optimize the Identified Processes

This is an important step after an automation opportunity has been identified. Optimize the
existing process before jumping into automating it in the ‘As Is’ way of process. Analyze the
existing the process and identify the improvement areas using the quality techniques like
Lean, Kaizen etc. Before you start with the RPA implementation all the inefficiencies in the
existing process should have been removed.

3. Build Business Case for the RPA Journey

This is more of the initial documentation process, the “WHY” step. In this step you need to
document the key areas of this automation journey. You can prepare a well drafted Business
Case covering all the below points.

• Why does this automation require?

• What are the benefits because of this automation?
• What are the pain areas that can be removed because of the automation?
• Identify the extended impacts of this automation; process that might affect this RPA
automation
• Define the metrics to measure the automated process
• Define the span of control ratio between the bot and human
• What is the plan of action for re-deploying the existing resources after automation?

4.RPA Vendor Selection

This is the “HOW” stage of RPA journey, in this stage you can choose from 2 options, either
you can develop an in-house automation, or you can buy a solution which is already available
in the market. RPA is growing rapidly and there are multiple vendors providing RPA
solutions (UiPath, Blueprism, Automation Anywhere etc.)

Also, there are many factors need to consider before selecting any robotic process automation
tool depending upon the industry you are operating. Some of the factors like:

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• Technology
• Interface
• Management
• Security
• Pricing

5.Pilot RPA Development

This is where the initial RPA bot development or programming begins. Here you have 2
options either you can hire trained RPA developers, or you can train your SMEs (Subject
Matter Experts) on the RPA tool which you have finalized. Both the options come with its
own advantages and disadvantages.
The RPA developer who comes with automation experience will be faster in terms of
development but might take time to understand process that need to be automated.

Whereas an SME has the expertise on the process, but he/she might take time to learn the
RPA solution.

Considering the fact RPA is Code Free or minimal code requirement, if the SME has the
potential and eagerness to learn the RPA tool then I would suggest the latter will be a better
option for your Pilot RPA development.

Based experience the suggested approach for an RPA implementation is to target for the
quick wins, minimum risk and quick returns in the initial stage and then slowly move on to
the expertise bot buildings.

6.Ramp up and Continue Building Expertise RPA bots

This is the stage where you write your (Success) story and expand your RPA scope, and as
per me this is where your RPA journey begins. You should create a beautiful story to
leverage your success, your story should contain the below points:

• Process
• Business Challenge
• Solutions used
• Business benefit: Human work saved, ROI achieved, Accuracy achieved, Time saved,
Peak volume handled in terms of SLA etc.
• Other processes in scope of automation after the Pilot RPA implemented.

Best Practices of RPA Implementation

• One should consider business impact before opting for RPA process.
• Define and focus on the desired ROI
• Focus on targeting larger groups and automating large, impactful processes
• Combine attended and unattended RPA

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• Poor design, change management can wreak havoc
• Don't forget the impact on people
• Governance of the project is foremost thing in RPA process. Policy, Corporate,
Government compliance should be ensured.

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5.2 GENERAL USE OF RPA

1. Emulates Human Action:

Emulates human execution of the repetitive process using various application and systems.

2. Conduct high-volume repeated tasks:

Robotics process automation can easily simulate rekeying of data from one system to another.
It performs tasks like data entry, copying, and pasting.

3. Perform Multiple Tasks:

Operates multiple and complex tasks across multiple systems. This helps to process
transactions, manipulate data and send reports.

4. 'Virtual' system integration:

This automation system can transfer data between disparate and legacy systems by
connecting them at the user interface level instead of developing new data infrastructure.

5. Automated report generation:

Automates the extraction of data to comes up with accurate, effective and timely reports.

6. Information validation and auditing:

Resolves and cross-verify data between different systems to validate and check information
to provide compliance and auditing outputs.

7. Technical debt management:

Helps to reduce technical debt by reducing the gap between systems, preventing the
introduction of custom implementations.

8. Product management:

It helps to bridge the gap between IT systems and related product management platforms by
automated updating of both systems.

9. Quality Assurance:

It can be beneficial to QA processes which cover regression testing and automating customer
use case scenarios.

10. Data migration:

Allows automated data migration through systems which is not possible using traditional
mediums, like document, spreadsheets or other source data files.

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11. Gap solutions:

Robotic automatic fills the gaps with process deficiencies. It includes may simple tasks as
password resets, the system resets, etc.

12. Revenue forecasting:

Automatically updating financial statements to predict revenue forecasting.

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5.3APPLICATION OF RPA

Industry Usage

• Patient registration
Healthcare • Billing

• New employee joining formalities

• Payroll process
HR
• Hiring shortlisted candidates

• Claims Processing & Clearance

Insurance • Premium Information

• Bills of material
Manufacturing & Retail • Calculation of Sales

• Service Order Management

Telecom • Quality Reporting

• Ticket booking
• Passenger Details
Travel & Logistic
• Accounting

• Cards activation
• Frauds claims
Banking and Financial Services
• Discovery

• Change of Address
Government • License Renewal

• Issues Processing
Infrastructure • Account setup and communication

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5.4 ROBOTIC PROCESS AUTOMATION TOOLS

Selection of RPA Tool should be based on following 4 parameters:

1. Data: Easy of reading and writing business data into multiple systems

2. Type of Tasks mainly performed: Ease of configuring rules-based or knowledge-

based processes.

3. Interoperability: Tools should work across multiple applications

4. AI: Built-in AI support to mimic human users

Popular Robotic Automation Tools:

1) Blue prism

Blue Prism is a Robotic Process Automation software. It provides businesses and

organizations with an agile digital workforce.

Download link: https://www.blueprism.com/

2) Automation AnyWhere

Automation Anywhere is a developer of robotic process automation (RPA) software.

Download link: https://www.automationanywhere.com/

3) UiPath

UiPath is Robotic Process Automation software. It helps organizations efficiently automate

business processes.

Download link: https://www.uipath.com/

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5.5 What is Ui Path?

UiPath is a Robotic Process Automation tool which offers desktop automation with the help of
drag and drop functionality of activities. This tool comes with a Community Edition that is free
for lifetime. So, if you are new to automation, then you can start learning to automate tasks and
eliminate human intervention by using this tool.

UiPath Automation Examples

In this section of the article, we will see different types of automation one by one. The following
are the automation’s that you would see:

• Moving Files from Source Folder to Destination Folder

• Web Automation
• Email Automation
• Excel Automation
• PDF Automation

UiPath is a world-leading automation company that offers solutions according to your

specific industry, technology, and even the process you want to manage. The business
provides things like platform management, robots, and a studio where you can orchestrate
your automation strategies. With so much flexibility built into the core of its offering, it’s no
surprise that Gartner named UiPath a leader for the 2019 RPA Gartner Magic Quadrant.

UiPath’s rapid roll-out process allows developers to enhance their operations in no time, with
88% of all deployments finishing within six months or fewer. Additionally, the extensible
and open UI platform from UiPath means that you can adjust your operations to suit your
needs.

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Description Can be Automated via RPA?

Open invoice email from the supplier and print it for Yes
records

Barcode Scanning Manual

Create work item in a legacy software system Yes

Enter PO to retrieve Invoices Yes

Check supplier name is correct or not? Yes

Key Invoice, Data and Amount Yes

Match PO and Invoice Yes

Check if Amount is matches or not? Yes

If amount match Matches Invoice, Calculate Tax Yes

Complete Invoice Processing Yes

Work Item Closed Yes

If Amount does not match Hold, follow with vendor Yes

Supplier accepts or resends Invoice Yes

If Supplier name is incorrect to hold a pass to exception Yes

team

Flag for exception handling Yes

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5.6 HOW IS RPA DIFFERENT FROM OTHER ENTERPRISE AUTOMATION
TOOLS?
In contrast to other, traditional IT solutions, RPA allows organizations to automate at a
fraction of the cost and time previously encountered. RPA is also non-intrusive in nature and
leverages the existing infrastructure without causing disruption to underlying systems, which
would be difficult and costly to replace. With RPA, cost efficiency and compliance are no
longer an operating cost but a byproduct of the automation.

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6 APPLICATION OF CASE MANAGEMENT PROCESS IN MARSH
AND MCLENNAN COMPANIES
Case management frameworks are commercial software offerings designed to reduce the
complexity of creating case style process solutions by embedding some “best practices” and
architectural patterns into the framework. They provide out-of-the-box design patterns and
executable software components (such as case folders, content indexing, role-based
workbenches, business rules, activities and milestones) to be configured and extended by
buyers. CMFs can be cross-industry design patterns for certain types of case work (such as
investigative cases or service request cases), solution-specific (such as offers for university
admission or tax filings), or industry-specific (such as U.S. healthcare medical claims). Even
frameworks that are application- or industry-specific are still frameworks — that is, partial
solutions, not 100% application solutions. Unlike a traditional packaged application, a
framework is not meant to provide 100% of needed functionality. It is an out-of-the-box
design pattern to jump-start solution creation, meant to be finished by the end consumer.

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6.2 In Depth Process work of Service Operation Management in Pension
Department

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 General Enquiry
Transaction
e.g.New
Entrant(opt in the
scheme and plan
information) Member Data
Death Transaction Update
e.g. after death of Transaction
member beneficary e.g. to update
claims for the new address or
money name change
after marriage

Transactions Types in
Employees Benefits
Retirement Pension Schemes in
Transaction Operations
Department Transfer Out
e.g. Member
Transaction
who is reached
retirement age e.g. to transfer out
and wants join new scheme
Retirement
Lumpsum

Leaver Transfer IN
Transaction
Transaction
e.g. who left the
employer within e.g. One who wants
stipulated time to transfer previous
and wants pension to existing
refund pension scheme

The above diagram indicates different transactions which are dealt with the application of
case management process providing clients requested information as per their needs and
requirement and note that with below usage of applications investigation are done and claim
settlement and above activities are conducted.

6.3 Tabular format in which Input, process work output as per above
diagram
Traditional Method to work on case management system by using below application

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 Team Involved Input Process Output
UK Call Support Member Call Upload member’s Create a new case as
Team /Email Customer Care/ request on per above
Support Team / Post Email to member Sharepoint in transactions assign
Handling Scanning support team / Write Bizflow Application to Pension
Team Letter Sent to Post if request received Administration
Handling Team via email then Email Team excluding
Support Team then request generated
reply to member email as query is
already resolved
Pension Case Assign to every As per above Letter Draft through
Administration Pre-Processor will transaction then Bizflow application
Team verify member’s Letter is draft to sent for Checking
1)Pre-Processor data through open member’s postal with the Checker
application, gateway address
site
2) Checker Checker validate Rectify unnecessary Save Letter in the
whether information errors and make folder also complete
is correct and make changes accordingly every case
rectification which is
required
Post Handling Once again letter Print the Courier Company
Scanning Team and saved in the Print correspondence also will assign Delivery
Courier Company Folder attached required Agent to issue
documents and correspondence
forms assign to every particular
Courier Company Member’s Postal
Address

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49 | P a g e
6.4 APPLICATIONS BEING USED IN THE DEPARTMENT AS
FOLLOWS- OPERATION DEPARTMENT

User Applications which are being used to work the process and transactions type of
Pension Scheme are as follows:-
1. BIZFLOW APPLICATION

Tasks are initiated by means of a ‘Create Work’ (Parent) process. This process is normally
initiated automatically following the arrival of a scanned document. On the form, general
information is captured (i.e., Scheme, Client, NI, Type of Work), which is carried across as a
Header on subsequent forms. When the ‘Type of Work’ is selected a ‘Do Work’ sub-process
(Child) is initiated. The Child form consists of a Header (as populated in the Parent) and
locked so that the information there is not user changeable. The Child form navigation
includes tabs that correspond to specific activities.
As a whole, the DCC process follows a “Doer”, “Checker”, “Completer” cycle where the
Does and Checker cannot be the same person. Validation occurs to ensure all mandatory data
has been added.

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2. OPEN APPLICATION
Open Profund Application is the leading provider of pension software in the UK and Ireland,
has received HMRC’s PAYE Recognition for its oPen2 pension administration system which
offers end-to-end administration and pensioner payroll services from a single data source.
The Software holds all the information about the member data like, Full name, address, Date
of Birth, National Insurance No. (NINO), Date of Retirement, Date of employment,
contributions into the plan etc. Profund is trusted by an impressive client base covering
actuaries, accountants, in-house pension departments, pension scheme trustees, the majority
of UK third-party administrators and Registered Administrators.

3. GATEWAY PORTAL

Gateway Portal is an online portal to access information through which administration team
as well as member can get information online about the money which is being invested in the
pension scheme also it can help member to change details and review their contributions
made by employee and employer.

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HOW RPA WORKS WITH CASE MANAGEMENT IN MARSH AND MCLENNAN
COMPANIES

Automation Architect builds the RPA project using the RPA tooling. He/she is the member of
core automation team and may or may not have the developer level expertise depending on
the RPA tool the organization is using.
When you hear the phrase office automation you may visualize robots doing a person's job.
However, this is not the case. Process automation is a process that uses technology to
automate information gathering, communication, presentation, and calculation.

Retirement Calculator, Transfer Quote Calculator, Leaver Quote Calculator, Slade Addins in
Word Document. Webforms which helps Robotic software to process client cases on bizflow
applications
The DCC application supports many processes, including: Create Work, Notice to Staff, Ad
Hoc Requests and Queries, Direct Offer associated flows, Transfers, and Annuities.
Subprocesses include Pending, Termination and Document Handling.

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6.5 LIFE CYCLE OF ROBOTICS PROCESS AUTOMATION

PROCESS WORKFLOW FOLLOW BY ROBOTIC PROCESS AUTOMATION

Example of Comparison between ROBOT Working and Human In the Process

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RPA robots are capable of mimicking many–if not all–human user actions. They log into
applications, move files and folders, copy and paste data, fill in forms, extract structured and
semi-structured data from documents, scrape browsers, and more.

Robotics Process Automation(RPA) allows organizations to automate task just like a

human being was doing them across application and systems. The purpose of RPA is to
transfer the process execution from humans to bots. Robotic automation interacts with the
existing IT architecture with no complex system integration required.

RPA can be used to automate workflow, infrastructure, back office process which are labour
intensive. These software bots can interact with an in-house application, website, user portal,
etc. The RPA is a software program which runs on an end user's pc, laptop or mobile device.
It is a sequence of commands which are executed by Bots under some defined set of business
rules.

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6.6 PROBLEMS FACED IN THE CURRENT PROCESS
Team – NOW Pensions
Team size – 70 FTs
Problem areas –
Backlog of 10,000 jobs to be actioned with 560 member complaints. Incomplete member data
on records, money held in the system due to Employer data issues, High Incoming volumes,
The Pensions Regulators to shut the scheme.
Challenges –
Missing SLAs due to high volumes, increasing number of member complaints, Dissatisfied
customers, Fine imposed by the Pensions Regulators.
Ideas driven/Suggestions –
1. Member Complaints addressed on priority with quick resolutions through Escalation
logs maintained in the system and compensations offered for the major delays in Turn
Around Time.
2. Automated Acknowledgement letters in place to avoid manual human intervention
with Automated Calculators to avoid incorrect values.
3. Robotics in place for accurate processing of requests and elimination of audits and
rechecks, standard processing assigned to ROBO to help manage the high incoming
volumes thereby saving time.

4. Involvement of scheme trustees for quick resolutions on the incomplete and

inaccurate data.
5. Payment jobs picked on priority to release the monies to the members.
6. India staff working on the Saturdays as it is a no incoming volume day. Alternatively,
few of the staff members to work completely on the backlog and the rest others to
work on the current incoming jobs.
7. Over Time offered to the employees for the additional hours worked.

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Outcome

The process is now out of the backlog. The regulators have given their consent to continue
the process. TPR is now satisfied that the trustee and NPL have taken all reasonable steps to
comply with the notices.
Consider the above scenario in the organisation
1. The business climate is ever changing. An enterprise needs to continuously evolve its
services to serve better also process needs to grow and stay relevant.
2. A typical enterprise uses multiple and disconnected IT systems to run its operations.
With change in Business process, these IT systems are not changed frequently due to
budget, timing, and implementation complexity issues. Hence, the business process
does not map the technical process mapped in the IT system.
3. To overcome this technical and organization debt human workforce is hired to fill the
gap between systems and processes. Example: A company made changes in Sales
process such that a mandatory 50% advance is required to confirm the booking of its
product. But this is not coded in the IT system yet. A human worker will have to
manual check the Invoice and payment details and process the sales order only if 50%
advance is made.

The problem? --- Humans

With any change in the business process, a company would need to hire new employees or
train existing employees to map IT system and business process. Both solutions are time and
money consuming. Also, with any succeeding business process change will also need hiring
or re-training.

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With Robotic automation, the company can deploy virtual workers who mimic human
workers. In case of a change in process, a change in few lines of software code is always
faster and cheaper than retraining hundreds of employees.

Consider the following Invoice Processing Business process

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6.7 SUMMARY:

• Robotics Process Automation allows organizations to automate task just like a human
being was doing them across application and systems.
• The main goal of Robotics process automation process to replace repetitive and
boring clerical task performed by humans, with a virtual workforce.
• The average productivity of human is 60% with few errors as compared to Robot's
productivity which is 100% without any errors.
• One should consider business impact before opting for RPA process
• There is a multiple overlap between a Test Automation Tool and RPA tool. Though
• they are still different.

DIFFERENCES BETWEEN TEST AUTOMATION AND RPA

Following are the key differences between the two

Parameter Test Automation RPA

Reduce Test execution time through

Goal Reduce headcount through automation
automation

Task Automate repetitive Test Cases Automate repetitive Business processes

Coding knowledge required to create Wizard-driven, and coding knowledge

Coding
Test Scripts not required

Data entry, forms, loan processing, is

Example Test cases are automated
automated

Test Automation can be run on QA,

RPA is usually run only on production
Application Production, Performance, UAT
environments
environments

It can automate a product as well as a

Implementation It can automate a product.
service.

Can be used across the board by all

Users Limited to technical users.
stakeholders.

Role Acts as a virtual assistant. Acts as a virtual workforce.

Many RPA tools come with an AI

AI Can execute only what is coded. engine can process information like a
human

Again, RPA tools like UIPath, Blueprism can be used for test automation. Vice versa,
advanced automation tools like UFT can be used for RPA if you have good coding skill. But
RPA tools for more fit for purpose.

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COMPANIES THAT FOLLOWS ROBOTICS PROCESS
AUTOMATION DATA AS BELOW:

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Benefits to Business Process Automation

The first consideration – and most valuable benefit – of business process automation is that it
saves your staff time and effort. But there are numerous advantages to automating processes
beyond employee time management.

• Reduced Person Hours

The right automation solution will reduce the amount of labor time used to arrive
at a set goal. Whether the automation is in sending out email updates or routing digital
files, business process automation software will diminish the time it takes for a staff
member to complete their daily tasks. This frees up their time to concentrate on more
important decisions and higher priorities.
• Reduced Error
A large percentage of document processing mistakes are really user-generated
errors. These arise when manually inputting data and can be as simple as inverted
numbers or an unforeseen typo. With automation in place for managing
documentation, there is no manual data entry required, which in return eliminates
typing mistakes. Once a business document is captured in the system, its information
is automatically transferred to a digital database and is used for accurate indexing and
data management. This can save countless hours and, in some industries, mean the
difference between effectively maintaining regulatory compliance and incurring
compliance-related penalties, resulting in hefty fines.
• Operational Stability
With an automated process in place, there’s a level of stability implemented in
daily processes. This eliminates situations where processing steps might be missed or
documents misplaced; the automated process follows rigid guidelines for document
actions, guidelines set and created by you. Your employees can thus easily perform
their tasks, such as verifying information and completing daily job functions, in a
scenario where the process is accurate, constant, and dependable.
• Customer Consistency
With business process automation, customers will receive the same standard care
with every interaction. When a customer calls in, their specific account information
can be pulled up from the digital database within seconds. This makes it easier for
customers to depend on your brand and makes working with your company far more
user-friendly. What’s more, with BPA your customers can trust that their sensitive
information is secure and processed accurately.
• Reduced Costs and Overhead
Another area which process automation directly improves is costs. By
diminishing errors and improving employee efficiency, companies often see a
decrease in expenditures while simultaneously improving revenue. Business process
automation solutions save companies money and labour by eliminating paper-based
file management

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6.8 CONCLUSION

Out of 82 companies; 42 are using/partnered with Blueprism, 31 are with Automation

Anywhere, 13 are with Uipath and 12 with Softomotive.

If your company is seeking protocols to streamline efficiency, the first step is in assessing
your current workflow. Take a detailed inventory of your data processing analytics to see
where costs are exorbitant and where delays can be diminished. This will give you a good
idea of the types of goals you want to meet in your business process automation initiatives.

Although BPM and RPA are distinct in their own right, they also complement each other. If
you deploy them together, they will provide you with a powerful platform to enable digital
transformation throughout your organization. BPM and RPA have similar goals of increasing
efficiency and productivity. Therefore, they are not competing approaches. Instead, they can
work together harmoniously. RPA can assist you to boost the gains you have achieved with a
conventional BPM system.

In most cases, organizations do not have the time and resources to implement a completely
automated and integrated process. They may also not have a process that doesn’t require
human involvement. Implementing RPA and BPM together can bring about the most
significant value and process automation that one technological approach alone cannot be
able to achieve.

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6.9 RECOMMENDATIONS

The rise of artificial intelligence and other new technologies are already causing disruptions
to governments around the world. It’s no surprise, then, that 35 percent of those in the field
anticipate that major changes will come because of the internet. Speaking about the private
sector, renowned physicist Stephen Hawking believes the advancements within artificial
intelligence are a legitimate concern, one that could lead to many middle-class jobs
disappearing from the workforce. Every job role, outside of those who are self-employed,
generally feels the same way, regardless of industry.

Automation — or tasks being completed without the need for, or with minimal input from,
humans — is the next largest concern in most industries. It’s the leading technology
concern within the retail field. Malls and shopping areas that have failed to adapt to
eCommerce are already seeing this play out with increased vacancies. Experience is one of
the differentiators that automation hasn’t cracked — not yet, at least.

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If men and women are displaced due to disruption, their plans vary slightly as to whether
they’d seek a new job in the same industry or a different one. Men were more likely to
find a job in their current field (44 percent), while women were more likely to find a job in a
different industry (45 percent). While some men (14 percent) and women (18 percent) would
pursue additional education, it doesn’t seem to be the first choice for either gender.

Age also plays a factor in what respondents would do. Centennials (57 percent) and
millennials (nearly 42 percent) would opt to find a new job within their current field — with
the former being more likely to hit the books and seek additional education (19
percent). Over 30 percent of baby boomers would consider hanging up the “employed”
status for good, choosing to retire instead of looking for another job.

Artificial intelligence, digitization, and automation have already created a disruption in long-
standing industries and societies and will continue to do so. The first and second industrial
revolutions were periods of vast societal upheaval due to the way that they transformed the
nature of labour. Disruptive innovation in this Third Industrial Revolution — with the ability
of computers to reduce communication time, complete tasks and transform an ever-evolving
number of data input into systems of pure information that can be reorganized into vast
interactive networks that function akin to complex ecosystems — will be equally historic and
important.

What the future holds for the professionals who work in fields looking to automate is still
uncertain, but those informed about it will be at an advantage in how they respond to new

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tech developments. For those who understand disruptive innovation, almost half are
concerned about downsizing and layoffs. However, even those that aren’t going to be
replaced in the immediate future will be impacted by others’ jobs being automated.
More unemployed people often translates to a depressionary effect on the wages of those
employed. To address this and other effects, The Wall Street Journal has endorsed
a guaranteed minimum income in the United States while countries
like Switzerland and Finland are considering similar measures.

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REFERENCES / CITATIONS & BIBLIOGRAPHY

https://www.askeygeek.com/rpa-journey-rpa-implementationplan/

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https://www.edureka.co/blog/what-is-robotic-process-automation/
https://medium.com/@jigsthanki1987/scope-for-robotic-process-automation-rpa-projects-in-
the-it-industry-bbc427d3d83f
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companies/
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O. E. Williamson, Markets and Hierarchies (New York: Free Press, 1975);
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