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1、Driving RPA Adoption with aCenter of Excellence(CoE)PeerPaper Report 2021Based on real user reviews of UiPathDriving RPA Adoption with a Center of Excellence(CoE)2021,IT Central StationABSTRACTCompanies looking to drive the adoption of Robotic Process Automation(RPA)can benefit from establishing an
2、RPA Center of Excellence(CoE).This paper looks at organizations that have successfully built RPA CoEs,along with the ways they use the technology.Based on real user experiences with the UiPath Platform,as described on IT Central Station,it explores how RPA CoEs work and what it takes to make them ef
3、fective.Additionally,the users comment on supporting factors that help with RPA adoption,such as training and ease of use.Driving RPA Adoption with a Center of Excellence(CoE)2021,IT Central StationCONTENTSPage 1.IntroductionPage 2.Understanding Challenges to RPA AdoptionPage 3.Examples of RPA CoEsP
4、age 4.The CoE as Driver of RPA AdoptionPage 5.How CoEs use RPAPage 6.The Value of the Automation Hub in RPA AdoptionPage 7.Other Drivers of Adoption Scalability and Flexibility Training Enabling Citizen DevelopersPage 9.ConclusionDriving RPA Adoption with a Center of Excellence(CoE)12021,IT Central
5、StationINTRODUCTIONRobotic Process Automation(RPA)is proving itself to be a transformative technology.Making RPA a success in an organization can be challenging,however.Employees may not intuitively grasp its potential.Indeed,they may view it as a threat.To mitigate this challenge and facilitate RPA
6、 success,companies are setting up RPA Centers of Excellence(CoEs).An RPA CoE can serve as a key success factor in driving widespread organizational adoption of RPA.An effective CoE allows companies to embed RPA where it is most needed.The center can bring people on board with the idea,showing how RP
7、A makes business processes faster,more efficient and error-free.It helps people make the case for RPA as a strategy to help businesses become more profitable and free workers from mundane jobs such as repetitive data entry.As users of the UiPath Platform described on IT Central Station,RPA CoEs can
8、play a role in selecting processes to be automated with RPA robots.They provide technical expertise to expedite RPA without taxing IT resources.The CoE is also useful for training,awareness and adoption.Driving RPA Adoption with a Center of Excellence(CoE)22021,IT Central StationA CoE helps organiza
9、tions overcome obstacles to RPA adoption.There may be some resistance among employees,the most common of which is the“robots will take our jobs”narrative.To combat this false belief,companies should educate their employees regarding the actual role of automation.For example,a Software Engineer at Se
10、curity Benefit,a financial services firm with over 10,000 employees,explained,“The very first thing that we did was meet with all of the different functional departments of the company,and we explained to them what RPA is.We explained the types of processes that it can help take off your desk and as
11、ked for ideas from each department about what could be done to help them.”Understanding Challenges to RPA Adoption Another issue organizations may face relates to deciding which processes to automate.As not all processes are suitable for automation,this may pose a definite problem for some companies
12、.A Digital Efficiency and Innovation Manager at NeoBPO,a tech services company with over 10,000 employees,agreed.As he stated,“Deciding what functionality is required is the very first step.”A Manager and Lead Digital Center of Excellence at a consultancy with over 1,000 employees remarked,“We can u
13、se the Process Mining tool to identify opportunities.We can then design the robot using UiPath Studio.After designing it,we can deploy it,using UiPath Studio,to Orchestrator.From Orchestrator,we can manage,monitor and upgrade all the new patches within the UiPath platform.”Driving RPA Adoption with
14、a Center of Excellence(CoE)32021,IT Central StationRPA deployments,along with RPA CoEs,come in all shapes and sizes.For example,an RPA Developer at a tech services company with over 1,000 employees stated that he currently has“about five people involved in the RPA team.Its the kickoff stage for us.”
15、Meanwhile,an RPA Architect at Equitable,an insurance company with over 1,000 employees,stated that while there are five people currently working in the companys CoE,there are“around 250 people”including business users and developers working on the entire RPA project.Examples of RPA CoEs The Digital
16、Efficiency and Innovation Manager at NeoBPO uses their CoE to develop a methodology to categorize bots into small,medium and complex.He went on to say,“The time it takes us to create automations depends on what we assess the complexity of the bot to be.A small bot,which has simple logic,is something
17、 that we implement in between one and two weeks.A medium-complexity bot has a timeline of between two and four weeks,and a very complex bot takes four to six weeks to implement.”An Application Development Senior Analyst at a tech services company with over 10,000 em-ployees uses the UiPath products
18、as a service model.“It is an on-premise model where UiPath is deployed on-premise.”He went on to say,“We have a center of excellence that has been set up to communicate with UiPath for all the licenses,for all the tools,et cetera.”In their case,individual teams work through the CoE to connect with t
19、he devel-opment team to get licenses.For team structure,they have a CoE manager.The COE communicates all relevant information to their teams.Driving RPA Adoption with a Center of Excellence(CoE)42021,IT Central StationRPA technology reduces labor costs,improves efficiency and eliminates human errors
20、,but achieving a successful RPA implementation can take some planning.A CoE can help stakeholders get on top of how to plan for RPA monitoring,assessing and solving any potential problems that may arise.The CoE thus allows enterprises to fully take advan-tage of the RPA technology.The CoE as Driver
21、of RPA Adoption NeoBPOs Digital Efficiency and Innovation Manager agreed with this assessment.After his team has decided the functionality required for a robot,their second step is to have a methodology and a center of excellence for RPA,including frameworks and best practices.As he put it,this will
22、 help ensure that everything is implemented correctly,with few problems in the future.He then commented,“Finally,you need to have certified developers and certified architectures because this is the most relevant part.You want bots to go live with the best quality to ensure customer satisfaction.”Fi
23、gure 1 offers a take on the CoEs role in driving adoption.It provides a basis for processing negative thinking(The robots are coming!)and counterbalances them with positive ideas about how RPA can help get rid of tedious workloads.The CoE then provides the means to realize the ideas for RPA robots.O
24、vercoming doubtse.g.,the robot wants my jobProvide positive ideas on why RPA will work,e.g.,get rid of tedious tasksThe CoEs Role:Bringing RPA ideas to life Getting people trained and attuned to RPA technology Establishing best practices Serving as a central place for RPA skills and resourcesFigure
25、1 The CoE can synthesize positive and negative thinking on RPA and offer a path to success by providing practical help with implementation.You want bots to go live with the best quality to ensure customer satisfaction.Driving RPA Adoption with a Center of Excellence(CoE)52021,IT Central StationCoEs
26、at companies use RPA for a wide range of use cases.NeoBPOs Digital Efficiency and Innovation Manager mainly uses RPA to make business processes more efficient.The companys goal is to help their customers innovate and digitize their processes to make them more efficient and profitable.He elaborated,s
27、aying,“This is possible because some of the processes are very repetitive and performing them with humans is a very bad choice.”How CoEs use RPA For example,the company recently had a successful RPA use case processing a large number of invoices that contained errors when they were originally sent t
28、o the customers.He said,“There were approximately 200,000 invoices and we had a deadline of four days to complete the task.It began with us developing the bot,which was completed in less than a day.After that,we sent the bot to our production environment to start processing the invoices.We were succ
29、essful in the task,through the parallelism of 50 robots;we could process 5 invoices per second.”If this project were to be completed by humans manually,it would take a significantly longer period of time.He added,“It takes a human an average of between 60 and 90 seconds to process just one invoice.W
30、e estimated that it would have taken approximately 125 days to complete this task manually,with between 250 and 300 people working on it together.”The RPA Architect at Equitable uses RPA for a number of different use cases.For instance,the insurance company uses RPA for reconciliation processes for
31、insurance group retirement and LOB(Law on Occupational Benefits)plans.The RPA Architect explained,“We built it,tested it,and now that is one of the primary things we use the product for.”A Digital Strategy Manager at an energy/utilities company with over 10,000 employees uses the CoEs help with RPA
32、for workflow-related mecha-nisms.More specifically,these projects consisted of“small,Excel-based solutions and desktop-solu-tion-related workflows,where one or two applica-tions have to be connected,along with the Excel operation,for the end-to-end workflow creation.”Driving RPA Adoption with a Cent
33、er of Excellence(CoE)62021,IT Central StationThe RPA CoE can efficiently and effectively manage the entire lifecycle from idea generation and discovery to building to measurement of their automations with the UiPath Automation Hub.IT Central Station members acknowledged the value of the UiPath Autom
34、ation Hub in driving RPA adoption.The Value of the Automation Hub inRPA Adoption An RPA Developer at a maritime company with over 1,000 employees uses the Automation Hub“to sort of qualify our ideas.”He revealed that his team is trying to implement a uniform way of doing things throughout the lifecy
35、cle of an idea.In his view,UiPath supports this approach well.He further noted,“Just this week,we are launching our Automation Hub effort because we need to start building a pipeline for our automation candidates.Right now,we have eight or nine ideas in our Automation Hub.That will grow quite quickl
36、y because we need the help of Automation Hub to decide on which idea that we will be moving forward with next.”Figure 2 shows what this looks like.A Manager and Lead at the Digital Center of Excel-lence at a consultancy with over 1,000 employees liked Automation Hub because it allows the com-panys e
37、mployees to become more involved.He related,“An employee can go into UiPath Automa-tion Hub and submit their idea.If they have time and are interested,we give them the training to use UiPath StudioX features for automation.If a process is complex based on our assessment,we pick that process and do t
38、he automation so the CoE and employ-driven automation work hand in hand.”IdeasBusiness stakeholdersTask definitionsRPA realization processCoE with Automation HubKnowledge and business prioritiesIT/Developer stakeholdersFigure 2 The workflow for the CoE with Automation HubDriving RPA Adoption with a
39、Center of Excellence(CoE)72021,IT Central StationScalability and FlexibilityRPA must be able to scale.If it cannot,that will negatively affect adoption as users become frustrated with the technology.According to a Sr Manager Operational Support at a comms service provider with over 10,000 employees,
40、“Scalability was probably the number one reason that we went with UiPath.Scalability,the ease of use of the software,and the existing functionality that was there were the main reasons.There is a lot more out-of-the-box in terms of embedded functions that were there at the time when we did our analy
41、sis.”Other companies take advantage of RPAs flexibility.A Principal Robotic Configuration Specialist at Allianz Life Insurance Company of North America,a financial services firm with over 10,000 employees,liked that“we can drag people in from different departments in the business on a case-by-case b
42、asis when necessary for resolving issues with automating.”Beyond the CoE,a variety of additional factors can serve as drivers of RPA adoption.These include scalability,training and ease of use.The ability to empower“citizen developers”also matters,as this allows non-specialists to put RPA to work in
43、 imaginative use cases.Other Drivers of Adoption Scalability was probably the number one reason that we went with UiPath.Driving RPA Adoption with a Center of Excellence(CoE)82021,IT Central StationTrainingProper training is also essential for the adoption of a new technology like RPA.A Solution Arc
44、hitect at a financial services firm with more than 5,000 employees put it this way:“Every new employee or intern that we employ in our company goes through the RPA academy training first.That is kind of the bible for us.On a scale of one to five,five being very beneficial and one being not beneficia
45、l at all,I would rate the academy as a five.”An RPA Developer at a small consultancy concurred.He remarked,“The UiPath Academy courses definitely help in the process of bringing employees up to speed.The Academy is the go-to place for UiPath learning and I think that other RPA tools are copying this
46、 model of disseminating knowledge,being a lot more open with training,making it freely available and providing an online classroom.These are things that UiPath has always done,and it certainly helps new developers get upskilled in RPA,and specifically with UiPath.”Enabling Citizen Developers Enablin
47、g citizen developers is another important factor when it comes to RPA adoption.The consultancys RPA Developer spoke to this issue,saying,“The most beautiful thing is when companies take the leap to have a very small citizen developer team,where they upskill a few technically-minded people with free
48、courses and try to build a small proof of concept to see if RPA is the right path for them.”He then shared,“I really encourage that sort of curiosity and experimentation because all of the resources are out there and anybody can learn,as long as theyre driven and passionate and curious about automat
49、ion.I would really encourage people just to give it a try and see what comes out of it.”That said,many companies enjoy the instruction for citizen developers offered by UiPath Academy.A Business Intelligence&Automation Manager at a manufacturing company with over 1,000 employees,stated,“We evaluated
50、 BluePrisim,Automation Anywhere,and UiPath.Our Process Engineers and citizen developers really liked the flowchart-esque UI and the business leaders were impressed by UiPaths ability to build a PoC Proof of Concept for one of our worst processes in just two days.”An IT Manager at a mining and metals
51、 company with over 10,000 employees also recommended UiPath Academy,saying,“Weve actually referred our citizen developers there.”Every new employee or intern that we employ in our company goes through the RPA academy training first.That is kind of the bible for us.the business leaders were impressed
52、 by UiPaths ability to build a PoC Proof of Concept for one of our worst processes in just two days.Driving RPA Adoption with a Center of Excellence(CoE)92021,IT Central StationCONCLUSIONIn order to be successful at RPA adoption,it is imperative for organizations to consider creating an RPA CoE.An R
53、PA CoE provides a company with the necessary resources to implement RPA at scale.For example,it allows companies to regulate the RPA deployment framework and utilize the technology appropriately within their organizations.More broadly,an RPA CoE provides a place where people can come together to lea
54、rn about the technology and figure out how it will work within the business and then how to implement it successfully.The CoE cannot do it all,of course.The solution itself must be scalable and easy to use.It must be flexible.The vendor needs to offer deep training resources and enable citizen devel
55、opers to thrive with the RPA solution.When all of these factors are in alignment,an organization is likely to enjoy a positive RPA adoption experience.Driving RPA Adoption with a Center of Excellence(CoE)102021,IT Central StationABOUT UIPATHUiPath has a vision to deliver the Fully Automated Enterpri
56、se,one where companies use automation to unlock their greatest potential.UiPath offers an end-to-end platform for automation,combining the leading robotic process automation(RPA)solution with a full suite of capabilities that enable every organization to rapidly scale digital business operations.ABO
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