1. The BPO Automation Myth
Tanvir Khan

2. Automation- What it is and What it Isn’t
STP
Workflow Automation
Manual Labor intensive
Improving business rules to drive improved STP and reduce exception processing is not automation

3. Increasing Role of Process Automation in BPO Delivery

4. AUTOMATION @ Dell 1 2 3 4 5 Idea Generation – LEAP Program
Breakdown into
Process Atoms
Apply AFTE’s toolbox where possible
Remap the Complex Man-Machine Process flow
Reconfigure Support - TA, Training, Quality

5. Dell BPO: AFTE-TOOLBOX
Transforming Business Processes through AFTE Automation
Medical Coding
Payment Posting
Claims Processing
Adjudication
Demo Entry
Charge Entry
Accounts Receivables
AFTE
Mobility Solution
SME
SecureView Engine
nLite Auto Documentation
Terminal Connect
Auto-OCR Integration Engine

6. Who Moved My Cheese? Operating in an increasingly automated world
Talent & HR
Training
Operations
Quality/ BPI
Able to comprehend Man- Machine complexity
Active adjustment of hiring strategy
Compensation/rewards
Impart the understanding of Automated FTEs in the process
Testing effectiveness of automated FTEs?
Ideas to reality- partner with IT
SLAs- monitoring governance and improved customer stickiness
Sampling innovation to include Agents and Automated FTEs
New yardsticks for measurements
New methods of problem solving
Applications
Networking
Finance
Solution Design
Active monitoring of innovation ideas- within and outside
Create reusability of automation
Interlink automation with other tools such as workflow
Automation Stacks- to empower operations
Reconfigure IT infrastructure to accommodate AFTEs
New SLAs to ensure 24x7 processing and availability
Drive pricing innovation
Create measurement framework for AFTE deployment
Monitor, measure and report success
Active sync up with innovation agenda
New methods of estimation to include automation roadmap
Multi-year contracts to include aggressive improvements
Its not about the process alone
Service Providers need to radically rethink each of their business functions

7. Build vs. Buy
buy
build
Needs additional effort to integrate with existing tools
Need different vendor support for each functionality
Pricing is tied to scale and number of process implementations
High licensing cost
Not re-distributable across locations
Data posting support is not available
New tools being launched actively
Flexibility to use in any permutations and combinations through interoperability across tools
Can be scaled to any size of team or process
Process knowledge-based approach provides better decision support
Supports any kind of data integration
Easy integration with various platforms like Mainframe, Citrix etc.
Easy to implement and integrate with enterprise workflow
Easy to maintain and customize

8. Key Benefits from the Build Decision
Process intelligence and decision support is a key driver for any business process. Dell AFTEs are, by design, scalable, rapidly implementable and work seamlessly with each other. Combined with Dell IP, organizations are able to do more with less.
Configurable
Creates a rapidly configurable and customizable model for customer/process specific process rules
Dependency
No dependency on third-party vendors for implementing any changes
Analytics
Tracking of data at the macro / micro level using the in-built application helps to build analytics
Integration
Better integration with other in-house applications and workflow management systems
Hybrid
Seamless handling of human and AFTEs
Better application of Man-Machine automation design
Implementation & Maintenance
Easy to implement and maintain

9. Thank you.