ROBOTIC

PROCESS
AUTOMATION IN
E-COMMERCE
Lecturer: MA Lam Hong
Thanh
Email: [email protected]
ROBOTIC PROCESS AUTOMATION IN E-
COMMERCE:
PLANNING
MA Lam Hong Thanh
[email protected]
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CONTENTS
• The preliminaries
• Use a consulting firm?
• What to automate?
• ROI for RPA
• RPA Use cases
• The Plan
• What is CoE?
• Why have a CoE?
• Forming a team
• RPA vendors
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The preliminaries
• What is the degree of automation in your department?
• What works already? Why?
• What is falling short?
• What processes can be improved? And can automation help?
• What are the processes that are repetitive and routine?
• How many people are involved? The time spent on the processes?
• What technologies have not worked in the past? Why?
• What is the general sentiment about automation? Is there resistance to
this? Might employees fear for their jobs?
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The preliminaries
CloudStorm workshop:
• Introduction to software bots and automation
• Process Automation Identification and Elaboration: bên cung cấp tự động
hóa và bên khách hàng bàn bạc với nhau để chọn ra process phù hợp
• Discussion and Validation: bàn bạc và đánh giá quy trình
The next step?

PROCESS MINING
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Use a consulting firm?

Benefits:
• The company should have experience in identifying the right areas to automate
• You and your own team are likely too close to the company’s processes
• A consulting firm can prove invaluable in the evaluation and selection process for an RPA
platform and other related software
• Some consulting firms – such as the larger ones – will have their own proprietary
frameworks and methodologies
• A consulting firm may have created its own software to help with the RPA implementation
• A consulting firm can be helpful in looking at taking your RPA implementation to the next
level
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Use a consulting firm?

Benefits:
• A consulting firm can be a good source of training and should also have
educational materials for self-learning
• A Center of Excellence (CoE) is a team that manages the RPA system
• A consulting team should have in-house capabilities to handle the complex issues
of compliance and regulations, which can be included within the RPA design
• The business model may be based on results.
• A consulting firm may provide a “robotics-as-a-service” option
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What to automate?
Key factors:
• Tedious work: A Center of • High-Volume

Excellence (CoE) is a team that • Prone to Error

manages the RPA system • API

• Time-consuming • Customization

• Repetitive • Sensitive Data

• Frequency • Scale

• Rules-Based • Organization

• Clearly Defined Processes

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What to automate?

Compare and
Contrast:
Not the cost savings
But easier automation

Automating the customer cancellation process

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What to automate?

• Data Migration
• Data Updates
• Tracking
• Alerts
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What to automate?

What processes are not good for RPA?

Tasks involving creative thinking, brainstorming, interacting with the

physical world

It doesn’t mean you can’t automate the repetitive parts.

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What to automate?

Documentation:
• Rationales for the process
• Steps or flow charts
• Names of the workers involved
• IT assets involved
• The requirements for security, compliance and governance
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ROI for RPA

Example: Suppose you want to automate the invoicing process and it requires four
FTEs who are paid $20 per hour. They work on the process 40 hours a week. Thus, the
total labor costs will come to $166,400 per year.
As for the RPA system, it has reduced the costs by 60% or to $58,240 per year – which
puts the net gain at $108,160 ($166,400 minus $58,240).
Next, the annual costs of the RPA system are $80,000. This means that the ROI is as
follows:
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ROI for RPA

For the return side, you could track such areas:

• Accuracy
• Customer Satisfaction
• Agility
• Employee Satisfaction
• Innovation
• Analytics
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RPA USECASES Based on departments:

Customer Service Validation of checks Processing of customer feedback
Customer reminders and notifications Out-of-hours responses
Finance Credit approval Accounts payable
Collections process Accounts receivable
Statement reconciliation ERP data entry
Invoice creation Budgeting Profit and loss preparation
HR Talent recruitment Compliance reporting
Employee onboarding Employment history verification
Termination Expense management and reimbursement
Payroll Time record validation
Benefits administration HR spend analytics
Employee training Requisition management
IT Configuration and installation Data migration
Server monitoring Password reset and unlock
Batch processing Data validation
Email processing and management Security monitoring
File management Event management
Backups Application testing
System queries Help and service desk management
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RPA USECASES Based on industry:

Banking Loan processing Risk management
Account opening Approvals
Account closure Confirmations
Transaction processing Fraud detection
Insurance Claim verification New customer packages
Appeals Policy changes
Commission calculations
Telecom Customer dispute resolution Processing customer requests
phone number porting Collections
Credit checks
Retail Call center Promotions/discounts
Demand forecast Supply chain management
Returns
Healthcare Patient management and Insurance coding
Administration Patient data migration
Appointments
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The Plan

Start out with the high-level objectives and goals:

• Reduce the FTE time worked on processes
• Improve cycle and turnaround times
• Lower the number of errors

The RPA plan should also be consistent with the

digital transformation goals of the company
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The Plan

Criteria:
• Should also be consistent with the digital transformation goals of the
company
• Needs to set forth the members of the core team
• Must be clear-cut on the roles and tasks for each team member
• Look at the factors for the RPA vendor evaluation
• Should have a project road map that shows timelines and deliverables
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Practical 02
Process Assessment tool.pdf
Videos on case studies
1. Prepare a slide presentation to show how the tool works
2. Complete the assignment in the .docx file: Process Assessment
Tool_Jamie Case
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What is CoE?
“A Center of Excellence (CoE) is essentially the way to embed
RPA deeply and effectively into the organization, and to
redistribute accumulated knowledge and resources across future
deployments.” (www.uipath.com/rpa/center-of-excellence)
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Why have CoE?

• A CoE provides a way to get a 360-degree view of the RPA project
• If the CoE is self-run, then there could be lower costs
• The early phases of RPA tend to be successful
• The CoE allows for buy-in
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Forming a team
• RPA sponsor: from the business side of the organization, such as an
executive
• RPA Champion: The evangelist
• RPA Change Manager: look for ways to get buy-in with the RPA project
• RPA Service Support: the first line of assistance for the RPA project
• RPA Infrastructure Engineer: helps with the server installation and
monitoring
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RPA main roles

Business Analyst
• Develop documents
• Look at ways to improve current company processes
• Have a high-level understanding of technologies
• Experience in evaluating different RPA solutions.
• Work with IT for integration, security, and governance
• Put together test cases to determine if the RPA
• implementation is hitting the goals
• Help assemble the CoE.
• Monitor and maintain the bots.
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RPA main roles

Developer
• The identification of opportunities to improve business processes through
automation.
• The creation of comprehensive process definition documents (PDD) and technical
definition documents (TDD)
• The conduct of code reviews
• The monitoring and maintenance of bots finding ways to reuse existing bots and
code
• The creation of easy-to-understand documentation and training materials
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RPA main roles

RPA Solution Architect
• Create an infrastructure that will scale over time.
• Look at next-generation technologies like AI.
• Put together models and prototypes.
• Analyze the security risks.
• Look at testing procedures
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RPA main roles

RPA Supervisor
• Understanding of customer requirements.
• Be able to work with compliance and security.
• Have strong communication skills.
• Have a track record on delivering on projects.
• Be able to put together clear-cut plans of action
• Provide ongoing reports and updates.
• Be able to implement controls and guardrails for monitoring and dealing with
exceptions.
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RPA vendors

Big 3 of
RPA

Source: https://www.xenonstack.com/blog/rpa-
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RPA vendors
Automation Anywhere

https://rpafeed.com/automation-anywhere-tutorial/
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RPA vendors
UiPath

Source: https://www.xenonstack.com/blog/rpa-tools
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RPA vendors
Blue Prism

Source: https://mindmajix.com/blue-prism-architecture
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Practical 02
Process Assessment tool.pdf
Videos on case studies
1. Prepare a slide presentation to show how the tool works
2. Complete the assignment in the .docx file: Process Assessment
Tool_Jamie Case
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Practical 02
UiPath First Run:
• Create a UiPath Automation Cloud account
• Use Orchestrator to Invite Users and Allocate Licenses
• Download and Install Studio
• Use Studio to Create a new project, add an activity to the workflow,
and publish to the Orchestrator
• Use UiPath Assistant to run a newly published process
PDF Automation with UiPath