ON THE WAY TO THE DIGITAL ENTERPRISE WITH RPA

RPA is a key technology if the transformation process from analog to networked, digital enterprise is to succeed.”Robots offer tremendous potential for handling sales, service and administrative processes.Processes that were previously painstakingly handled in distributed systems with a high level of error proneness can now be processed within seconds.In order for robots to be able to automatically handle routine tasks in the front and back office, it is not even necessary to change the IT environment.RPA uses the interfaces of existing systems.Based on algorithms, robots detect abnormalities in the process, independently initiate measures and set sales impulses.They analyze incoming data, assign it to the respective processes.

The success of process automation is also linked to certain conditions: In order to be able to tap the potential for efficiency across a large number of processes, products and services, a holistic approach must be used.In the Shared Service Centers, the interaction between human and robot must be synchronized, the process and product design standardized and the qualifications of the employees with regard to the operation of the robots expanded.The psychological component also plays an important role here: Management should take employees’ fear of machine displacement seriously and integrate them from the outset into the pilot projects through change management initiatives.”Picking up” the process automation staff means that the robots are digital assistants who do unnecessary and cumbersome work for human colleagues.They should not replace people, but provide them with capacities for higher-value tasks.If the impression arises that only the machines control the processes, hardly any acceptance and participation will be expected.
With the proliferation of RPA, the automation of service and customer processes is reaching a new level, approaching the conditions described above in the manufacturing industries where robots are already performing many tasks. Digitization contributes to overcoming technological breaks in the processes.In the future, the processing and processing will focus on handling special requests and exceptional cases, while the standard activities of machines are taken over.
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