How To Overcome Technical Limitations To Scale Up Automation | MindFields Global

1. How To Overcome Technical Limitations To Scale Up Automation Webinar - 19th March 2020 PRESENTED BY Abhinav Sarna Enterprise Performance Improvement Manager, Edith Cowan University Daniel Kennedy Intelligent Automation Services Manager St. John of God Health Care HOSTED BY Mohit Sharma, Founder and Executive Chairman, Mindfields

2. SPEAKERS • Daniel Kennedy • Intelligent Automation Services Manager, • St. John of God Health Care • Daniel is a qualified Accountant, ACMA CGMA, and Commercial Finance Professional, having worked across all Finance functional areas to CFO, and with non-Financial experience to General Manager level in Sales, Operations, and Programme Management. • Passionate about delivery of team objectives in challenging and changing environments.  Currently, as an Intelligent Automation Services Manager, he collaborates with internal business leaders to develop intelligent automation opportunities which improve process quality, while reducing process costs for St John of God Health Care Inc. • Abhinav Sarna • Enterprise Performance Improvement Manager, • Edith Cowan University • Abhinav is a management consultant, with experience in large-scale business transformation, outsourcing, ERP implementations and continuous improvement across a wide range of industry settings and geographies. • Abhinav’s expertise lies in bringing together solutions that stitch business process and technology to deliver sustainable value within an organisation; including digital and automation solutions such as RPA. • In his current role at Edith Cowan University, he manages a portfolio of enterprise wide projects to improve processes by leveraging on a multitude of platforms and methodologies. Mohit Sharma Founder and Executive Chairman, Mindfields Mohit has over 20 years of experience working in Strategy, Corporate Finance, and Risk Management Solutions for Deloitte, PwC, and EY. He has authored and published one of the first and most comprehensive research on Robotics and Process Automation. He provides advisory services to leading global financial and non-financial organisations in US, Australia, UK, and India on their journey for Automation and Artificial Intelligence. Mohit loves cricket and food, in that order. 

3. About Mindfields Mindfields is a Robotics Process Automation (RPA) and Artificial Intelligence (AI) advisory firm with offices in Sydney, Melbourne, and New York City. Founded in 2006, we were the first movers in the RPA space in Australia. We are a vendor agnostic firm and are able to help select and work on the appropriate tool that best suits our clients’ requirements. Our resources are cross trained and certified in the major RPA tools. Our vision is to ‘Grow for Tomorrow’ and we firmly believe that our growth is underpinned by our ability to realise positive outcomes for our clients. We have been rated highly by both the Australian and global media. The Australian Financial Review has frequently recognised us as a thought leader in the RPA space. Leading research firm HfS Research, based in Cambridge, Massachusetts, has quoted Mindfields as a leading pure play RPA advisory firm globally. We have been ranked by Deloitte amongst the top 20 fastest growing Australian firms in the 2017 Asia Pacific Technology Fast 500TM. IDC has quoted us as one of the implementation partners to most of the automation tools. World renowned research firm Gartner Research has also quoted Mindfields in its comprehensive ‘Market guide for Robotic Process Automation’ report. • Gartner’s latest research report titled ‘Competitive Landscape: Consulting and System Integration Providers for Robotic Process Automation – August 2018’ profiles us among the leading global Robotic Process Automation consulting and service providers. • HFS’ latest ranking on the Top 10 RPA Service Providers, has positioned Mindfields #2 on the Voice of Customer segment.

4. Our approach to scaling up Automation programs Implement Pilot Embed Identify potential processes Design & Develop Scale Prioritise & Select processes Mindfields conducts a process scan for potential automation candidates, shortlisting processes in consideration for automation. The selected business processes are designed and developed by leveraging the selected automation tool. The automated processes are implemented and demonstrated to the stakeholder groups to showcase the capabilities and benefits of automation. The wider organisation is encouraged to actively participate in the Automation program thereby enabling large-scale adoption across the whole business. As the automation program ramps up, we help you embed the automation assets as part of your BAU whilst also continually improving the program. A select number of process candidates are selected to initiate the automation program as part of the Production pilot.

5. Agenda

6. Session:1 - St. John of God’s Health Care Journey in Intelligent Automation - Presented by Daniel Kennedy

7. Scaling Can be Thought of in Three Ways • Horizontal or Vertical increase in number of tasks performed by RPA • Ability for static number of tasks performed by RPA to scale up or down dynamically according to volume / demand • Ability to dynamically scale for business process changes and or environmental volatility ASSET Growth ASSET Utilisation ASSET Maintenance & Sustenance

8. Asset Growth DRIVERS FOR • Repeatable benefit outcomes (time, cost, quality etc.) • Relative merits over human / other interoperability • Relevance / Applicability With ASSET Growth, most organisations will follow a phased project approach: Each phase typically exhibits different challenges or barriers: Challenges / Barriers • Change motivation maybe low/no • Technology preferences / fit with Strategy • Infrastructure scaling • Data Security restrictions • RPA Design & Dev cost • RPA maintenance & support overhead

9. Asset Growth With ASSET Growth, most organisations will follow a phased project approach: Each phase typically exhibits different challenges or barriers: Challenges / Barriers • Schedule slippage because planned resources are unavailable • Schedule slippage against resource estimates • Technical difficulties not apparent/expected during Initiation / Planning (in-scope + OOS) • Other (see next slide)

10. Asset Growth: Other in-Execution Technical Challenges • The answer isn’t always to change the script • The UI isn’t always the optimal path to data processing • Test environments unavailable, or dissimilar to Prod • Resourcing across technical specialties, eg. RPA Dev, Enterprise, Networks, and Security • RPA developer relative effectiveness • Modularity and re-usability of tasks/ components • Managing changes in parallel, but managing development, testing, production sequentially • RPA susceptibility to patching, and other maintenance activities • RPA vulnerability to environmental aberrations • User expectations – “I’ll only accept 100% success” * "People just do not forgive machines for making errors," George Laurer, inventor of the barcode/UPC

11. Asset Growth With ASSET Growth, most organisations will follow a phased project approach: Each phase typically exhibits different challenges or barriers: Challenges / Barriers • Business Process variations which become apparent post-execution • Technical difficulties not apparent/expected during Initiation / Planning (in-scope + OOS) • Unrealistic Expectations and/or negative feedback

12. The Route to Scaling (Growth) May Require Pre-Conditions 1= Ability to dynamically scale for business process changes and or environmental volatility 1= Ability for static number of tasks performed by RPA to scale up or down dynamically according to volume / demand ASSET Maintenance & Sustenance ASSET Utilisation Horizontal or Vertical increase in number of tasks performed by RPA ASSET Growth

13. Overcoming Technical Challenges – Our Lessons Learned Business Confidence Assurance: • Ensure everyone agrees that RPA is an asset, not a liability • Demonstrable Scripting Standards & technical support documentation • Ensure there are asset management /sustenance resources available

14. Overcoming Technical Challenges – Our Lessons Learned Asset Growth • Question: Is RPA looking for a business problem to solve ? • Ensure that RPA is an option considered during feasibility (initiation) • Ensure that RPA is the best tool for the business problem • Know your baseline in terms of success/error rates with the current process (maybe use LEAN to guide your evaluation) • Understand and agree whether your project is waterfall (go heavy on discovery and scoping OR have large contingency) or agile (have scalable targets for fixed project budget/timeline) • Commit to an aligned view of what success looks like • Utilise/ Leverage existing assets • Integrate and align with business process and systems roadmap • Build to cope with dynamic volumes and variables • Build for potential environmental aberrations = continuity / error handling • Provide for asset maintenance / sustenance

15. Overcoming Technical Challenges – Our Lessons Learned Other • Automation Anywhere legacy product support, and move from technical approved to forum-based. • Functionality limitations – eg. Case statements

16. Session 2: Edith Cowan University’s Journey in Intelligent Automation – Presented by Abhinav Sarna

17. ECU’s RPA Journey • Commenced in 2018, with the following key driver: • How to improve performance in an environment ofincreasing competition in Higher Education. • Leveraging automation to incorporate information and insights into better decision making. • Today, ECU is closing on 50 digital workers in a Production environment, covering core processes in close to all of its major business units and schools (front-end and back-end processes. • We have a centralized governance model with in-house developers and BAU Support provided by Mindfields.

18. RPA at Scale 1 2 RPA at Scale To ‘Scale’ RPA, means, 100s of Bots scurrying through your ecosystem, unfetteredand left to their own devices RPA is ‘the’solution to a business problem within an organisation. • Limitations to RPA at Scale is often limited to discussions on people, process and technology; however from ECU’s experience, limitations to scale RPA onwards come down to misinformation and myths. • In summary, our lessons learnt has been that a team across hierarchical layers of dedicated “MythBusters” with an appetite to challenge misconceptions with data driven insightsis necessary to scale RPA in an organization. Scaling up in technology simply means additionalVMs, costs of capacity and maintenance Scaling RPA requires decentralised development and governance 3 4

19. Questions and Answers

20. Potential Q&A Q: Which RPA toolset is best ? A: Based on our experience, the technical challenges aren’t toolset choice dependent Q: How does RPA compare with other technology options ? A: A lot of the technical challenges faced by RPA are the same ones any other technology will face. Some more specific examples include…… Q: How are you scaling up/down for demand ? A: As capacity has become a constraint, we’ve incremented our bot-farm with additional VMs, including additional licenses; we have not scaled down… Q: What have your most successful strategies been for introducing new RPA tasks ? A: The only strategy that we’ve employed so far is to come in with strong business sponsorship for cost savings .

21. Closing Statements

22. Thank You