Expert Insights

The Process Assessment Questionnaire

In this period of Robotic process automation, AI, IoT, there is little room for errors, delays, or poor technology investments. When determining which RPA tool best fits your unit area, the next question you need to determine is what processes are best suited for automation, to establish the “easy win scenario” and build the broader consensus that RPA must be fully implemented across various work streams to have greater ROI.

As a technology leader, you need to ask – How does an organization select processes to automate? How do you measure “High Suitability” from “Low Suitability”? Do you need an initial “Guinea Pig” in order to set sail in the right direction or can you begin with a few best suited back-office processes? Which types of back-office processes are best suited for automation? What questions should be asked during process selection, and what key measurements are needed?

It is highly recommended you use a combination of the – Process Assessment Questionnaire (PAQ), which can also be called the Suitability Analysis Questionnaire, along with the Process Selection Model (PSM) – encompassing evaluation through (Process Interaction, Maturity, Business, Process Intelligence, and Implementation?

Process Assessment Questionnaire (PAQ):

  1. Identification – Organization; Business Area; Business Process identified; Systems and software utilized
  2. Execution Details – Total # of FTE’s utilized for this process; Cycle times used in process (Minutes, Hours, Days, Weeks); Average Handling time (End to End); Error Rate calculated ‘how often/ what percentage’;
  3. Process Details – Standardization (logic defined, consistent, repeatable, or ad-hoc); Throughput (Volume of Work, # of Tasks processed by FTE’s);
  4. Complexity Level – # of target systems, distinct screens, output destinations and input destinations, as well as execution scenarios (i.e. exceptions)
  5. Implementation Effort – Systems (# in execution); Screens (# of distinct screens used); Outputs (destination & formats); Inputs (OCR/ digital data format); Execution – Happy Path; Security Access (Highly secure, or no access);

Process Selection Model (PSM) with 5 Evaluation Criteria Measurement Points for the Risk and Reward Model:

  1. Process Interaction – Volume, Repetitive Interactions, Rule Complexity, # of Systems
  2. Maturity – Consistent, Well Defined, Measurable, Implied Knowledge
  3. Business – Business Significance, Business Priority, Regulatory / Compliance, Business Change, Current Costs
  4. Process Intelligence – Decision Patterns, % of Exceptions, Sentiment Analysis, Visual Analysis
  5. Implementation – Computer Vision, Operational Costs, Capital Costs, Cognitive Technology Needs, Security Constraints

To mitigate Risk with Suitability Analysis, you might want focus on these characteristics during key implementation stages:

  1. Human FTE Impact Effect – Executive level vision on where potential mundane roles might or might not shift too, allowing time to evaluate best area fits, role modifications, re-deployment opportunities on-shore and off-shore
  2. Process Optimization/Simplification – This is RPA in the works, not BPM (i.e. Appian), but it’s necessary to evaluate the process optimization points and to be able to simplify and adjust ad-hoc after analysis from RPA implementations. Lessons learned will provide great dividends in how you can optimize processes while still allowing the bots to perform their functions.
  1. New Exceptions and Workflow Configuration – reducing error handling and confirming smooth workflow configuration is vital:
  1. System vs. Business Exception reporting – Your RPA Analyst or System Architect will need to run (daily Exception Failure reports) to analyze stats (% of transactions

  2. Operational Manual – utilizing this function to coordinate RPA implementations from the RPA team to IT, Compliance, Audit, and Governance is imperative for pre- and post-deployment

  3. Bottleneck via Manual Inputs – Avoiding the bottlenecking via bot to manual and bot again van cause delays, need to make sure this situation is limited.

About Author:

Robert DeArteaga has been in technology for over 10 years and is an RPA lead practitioner conducting Implementations end to end with several different RPA software packages. Robert and team are usually on site advising clients on the latest RPA / AI technology, conducting initial kick-off sessions with business stakeholders; defining how we approach the RPA practice via a PMO /Agile / Lean Six Sigma-based methodology framework to monitor the project management functions and deliverables; managing the process suitability study for process validation; reviewing the technical RPA/AI approaches that will work hand in hand with client teams; conducting RPA tool selection (i.e. Blue Prism, Automation Anywhere, UI Path); providing resourcing (on-site/off-site); developing a communications plan for cross-functional work streams; providing Audit / Risk / Compliance Assessments; Designing a Center of Excellence & Governance model to meet strategic goals; and delivering key status reporting at program level.

Please feel free to share your experiences or feedback either in comments section or email me @ [email protected]

Validating the RPA Processes using the Process Assessment Questionnaire

The Process Assessment Questionnaire

In this period of Robotic process automation, AI, IoT, there is little room for errors, delays, or poor technology investments. When determining which RPA tool best fits your unit area, the next question you need to determine is what processes are best suited for automation, to establish the “easy win scenario” and build the broader consensus that RPA must be fully implemented across various work streams to have greater ROI.

As a technology leader, you need to ask – How does an organization select processes to automate? How do you measure “High Suitability” from “Low Suitability”? Do you need an initial “Guinea Pig” in order to set sail in the right direction or can you begin with a few best suited back-office processes? Which types of back-office processes are best suited for automation? What questions should be asked during process selection, and what key measurements are needed?

It is highly recommended you use a combination of the – Process Assessment Questionnaire (PAQ), which can also be called the Suitability Analysis Questionnaire, along with the Process Selection Model (PSM) – encompassing evaluation through (Process Interaction, Maturity, Business, Process Intelligence, and Implementation?

Process Assessment Questionnaire (PAQ):

  1. Identification – Organization; Business Area; Business Process identified; Systems and software utilized
  2. Execution Details – Total # of FTE’s utilized for this process; Cycle times used in process (Minutes, Hours, Days, Weeks); Average Handling time (End to End); Error Rate calculated ‘how often/ what percentage’;
  3. Process Details – Standardization (logic defined, consistent, repeatable, or ad-hoc); Throughput (Volume of Work, # of Tasks processed by FTE’s);
  4. Complexity Level – # of target systems, distinct screens, output destinations and input destinations, as well as execution scenarios (i.e. exceptions)
  5. Implementation Effort – Systems (# in execution); Screens (# of distinct screens used); Outputs (destination & formats); Inputs (OCR/ digital data format); Execution – Happy Path; Security Access (Highly secure, or no access);

Process Selection Model (PSM) with 5 Evaluation Criteria Measurement Points for the Risk and Reward Model:

  1. Process Interaction – Volume, Repetitive Interactions, Rule Complexity, # of Systems
  2. Maturity – Consistent, Well Defined, Measurable, Implied Knowledge
  3. Business – Business Significance, Business Priority, Regulatory / Compliance, Business Change, Current Costs
  4. Process Intelligence – Decision Patterns, % of Exceptions, Sentiment Analysis, Visual Analysis
  5. Implementation – Computer Vision, Operational Costs, Capital Costs, Cognitive Technology Needs, Security Constraints

To mitigate Risk with Suitability Analysis, you might want focus on these characteristics during key implementation stages:

  1. Human FTE Impact Effect – Executive level vision on where potential mundane roles might or might not shift too, allowing time to evaluate best area fits, role modifications, re-deployment opportunities on-shore and off-shore
  2. Process Optimization/Simplification – This is RPA in the works, not BPM (i.e. Appian), but it’s necessary to evaluate the process optimization points and to be able to simplify and adjust ad-hoc after analysis from RPA implementations. Lessons learned will provide great dividends in how you can optimize processes while still allowing the bots to perform their functions.
  1. New Exceptions and Workflow Configuration – reducing error handling and confirming smooth workflow configuration is vital:
  1. System vs. Business Exception reporting – Your RPA Analyst or System Architect will need to run (daily Exception Failure reports) to analyze stats (% of transactions

  2. Operational Manual – utilizing this function to coordinate RPA implementations from the RPA team to IT, Compliance, Audit, and Governance is imperative for pre- and post-deployment

  3. Bottleneck via Manual Inputs – Avoiding the bottlenecking via bot to manual and bot again van cause delays, need to make sure this situation is limited.

About Author:

Robert DeArteaga has been in technology for over 10 years and is an RPA lead practitioner conducting Implementations end to end with several different RPA software packages. Robert and team are usually on site advising clients on the latest RPA / AI technology, conducting initial kick-off sessions with business stakeholders; defining how we approach the RPA practice via a PMO /Agile / Lean Six Sigma-based methodology framework to monitor the project management functions and deliverables; managing the process suitability study for process validation; reviewing the technical RPA/AI approaches that will work hand in hand with client teams; conducting RPA tool selection (i.e. Blue Prism, Automation Anywhere, UI Path); providing resourcing (on-site/off-site); developing a communications plan for cross-functional work streams; providing Audit / Risk / Compliance Assessments; Designing a Center of Excellence & Governance model to meet strategic goals; and delivering key status reporting at program level.

Please feel free to share your experiences or feedback either in comments section or email me @ [email protected]