For a successful RPA implementation, it is highly important that a strategy is designed to ensure key performance metrics are defined and the ROI can be analyzed. Understanding the technology, its impact and limitations are essential in convincing C-suite executives to onboard a new technology. RPA assists in increasing process accuracy, improves workforce output efficiency, helps achieving service commitments. It provides enhanced customer experience and decreases the time to market for launching new services and products. Effort reduction through automation and the reduction of cost per transaction will be a key factor in designing a RPA solution. RPA will enable humans to focus on tasks which they are better at, and relieve them from performing repetitive and mundane tasks boosting the employee morale and improving their productivity. Presented at RPA Summit in Bengaluru on May 11th, 2018. http://rpaconferences.in/

1. How to design RPA Performance Metrics
Arjun S Meda
Automation SME
Infosys

2. Framework for RPA Implementation
2
Define overall strategy and
adoption mechanism
Selection of right process for
automation
Identifying the right RPA tool
Expected outcome from RPA

3. Define Overall strategy and adoption mechanism
3
• RPA is a part of company’s larger
digital strategy
• It is being viewed to improve
efficiency of a few processes
• It is proposed only in a few
business verticals
Role of IT and business operations in RPA initiatives
▪ RPA initiatives are led by Business and supported by IT teams
▪ Initiative is led by business without much support from IT
▪ Initiative is led by IT team

4. Implementation Strategy and Approach
4
• Create awareness among employees
• Design a rewarding mechanism
• Hackathons, workshops, quizzes etc.,
• Identify tasks/processes to be automated
• Implement from ground up rather than top-
down approach
• Create collaborative implementation

5. Framework to select right processes for RPA
5
Feasibility analysis
Complexity assessment
ROI Analysis
Automation Pipeline

6. Feasibility analysis
6
Technical
Feasibility
Financial
Feasibility
Profitability
Resources required
Show stoppers from automating
Factors that require additional validation

7. Complexity assessment
7
Manual Hours (Monthly) Information silos
Personnel quantity (People)
Departments
Technology landscape
Process steps
Standardization Effort
Data size (Records/Rows)
Business logic (Complexity)
Deployment Effort

8. Complexity assessment
8
Metric Workflow 1 Workflow 2 Workflow 3
Manual hours (Monthly) 21 - 40 5-10 100
Personnel Quantity (People) 4 - 6 1-2 15
Departments 1 - 2 1 - 2 10
Technology landscape 3- 4 3- 4 8
Information silos 10- 15 10- 15 25
Process steps 150 150 300+
Data Size (Records/Rows) 1000 500 1500+
Business Logic (Complexity) Medium High High
Deployment (Complexity) High Medium High
Standardize (Complexity) Medium Low High
Estimated Development Effort 4 weeks 2 weeks Consult Experts
Estimated Standardizaton Effort 2 weeks 1 week 2 weeks+

9. ROI Analysis
9
Save Manual Hours
Improved quality through
error reduction
Productivity gain
Business agility
Customer satisfaction and
improved brand
Regulatory compliance and
data governance
RPA Solution Cost

10. ROI Analysis
10
Number of processes 2
Each process saves X hours (Avg) 1
Number of times a process runs in a week 10
Total hours saved in a year 1040
Cost per hour 50$
Savings due to Manual hour reduction: Total per year 52,000$
Cost per error $100
Assuming one error every ‘N’ hours of manual work 4
Total No. of errors 260
Savings due to Error reduction: Total per year 26,000$
Additional productivity because of hours saved (%) 15%
Benefits due to Productivity Gain: Total Per Year 7,800.00$
Save Manual Hours
Improved Quality through Error reduction
Productivity Gain

11. ROI Analysis
11
Increased availability & reliability of applications/data $ 7,000
Augment and extend existing systems
($ amount for deferred capacity upgrades) $ 2,000
Increase automated commerce $ 3,000
Support incremental revenue growth strategy in current
market and open new market opportunities $ 3,000
Improvement in morale $ 2,000
Lower reliance on IT – project from not waiting to
implement (For business users) $ 10,000
Improved margins (from lower headcount etc) $ 2,500
Business agility: Totals Per Year 29,500$
Business Agility:

12. ROI Analysis
12
Streamlined regulatory compliance/data governance $ 8,000
Documentation of processes/Training/Knowledge
capture/Archiving ($X times #processes) $ 1,500
Supports 6 sigma waste reduction goals and process
improvement $ 15,000
Improved Compliance & Data Gov: Total Per Year $ 24,500
Regulatory compliance and data governance
Limited customer attrition (lost revenue avoidance) 15,000$
Decrease in sales lost 0
Improved customer satisfaction and service 0
Customer Satisfaction & Improved Brand: Total Per
Year
$ 15,000
Branding & Customer Satisfaction

13. ROI Analysis
13
Tool Platform cost 18,000$
Annual maintenance and support 4,000$
Consultant services and training 10,000$
Total cost of Solution 32,000$
Estimated cost of solution:

14. ROI Analysis
14
Yearly Benefits Initial Cost Year 1 Year 2 Year 3 Year 4
Manual hours saved 52,000$ 52,000$ 52,000$ 52,000$
Error reduction 26,000$ 26,000$ 26,000$ 26,000$
Productivity gain 7,800$ 7,800$ 7,800$ 7,800$
Business Agility 29,500$ 29,500$ 29,500$ 29,500$
Compliance 24,500$ 24,500$ 24,500$ 24,500$
Branding & Customer Satisfaction 15,000$ 15,000$ 15,000$ 15,000$
Total per period: $ 154,800 $ 154,800 $ 154,800 $ 154,800
Yearly Costs Initial Cost Year 1 Year 2 Year 3 Year 4
Tool Platform cost 18,000$
Annual maintenance and support 4,000$ 4,000$ 4,000$ 4,000$ 4,000$
Consultant services and training 10,000$
Total per year $ 32,000 $ 4,000 $ 4,000 $ 4,000 $ 4,000

15. Identifying the right RPA tool
15
RPA Tool features and functionality
Implementation support personnel
Review Use-cases from existing
implementation
Analytics and AI capabilities
Vendor support and review

16. Benefits of RPA/Expected Outcome from RPA
Financial Impact
Operational Impact
Business Impact

17. Financial Impact
17
Impact of RPA on Cost savings
ROI generated
Time taken to generate ROI

18. ֎
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֎
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Operational Impact
18
Increase process accuracy
Reduce process cycle time or enhance
process agility
Employee productivity improvement and
experience
Meet required SLA compliance
Resource impacted by RPA

19. ֎
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֎
֎
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Business Impact
19
Improve customer experience
Create new business models
Upsell/cross sell product/services
Decreased time to market for new
product and services
Revenue growth

20. References
20
Edgeverve RPA Balanced Scorecard
https://www.edgeverve.com/assistedge/rpa-framework
balancedscorecard/?cmpid=SOC_LNIn_rpbalscore_080218&source=Digital&subsource=Website
Automation Anywhere Business Analysis and ROI Calculations - Bots in Business: How RPA
Solves Real-Life Business Challenges
https://www.automationanywhereuniversity.com/course-details/bots-in-business
Enterprise RPAAdoption Pinnacle Model Assessment

21. Q & A

22. 22
Thank You