I have Nandan Mullakara with us to share his thoughts on the RPA industry, and I would like to thank him for taking up some time from his busy day 🙂
Here is a short Bio:
Nandan Mullakara is CEO of Innomatiq, an Automation Consulting firm that is helping organizations to discover, develop and deploy Automation with Robotic Process Automation (RPA) and Artificial Intelligence (AI).
He is also part of a non-profit initiative -A3 Labs, which is empowering people to excel in the age of AI and Automation.
Through the automation of business and IT processes, Nandan has helped organizations identify and deliver Automation solutions. His specialty is in helping clients discover the possibilities with RPA & AI, pilot the implementation, manage the change and lay the right foundations to scale.
Outside of work, He is an avid runner and has run the Chicago and Dallas marathons. He can also be seen exploring new Gadgets, Apps and automating his house.
We would like to know about your Automation journey?
I personally started on the current RPA-AI Automation journey around 4 years back.
My job was to Transition and Transform enterprises at Fujitsu North America (FNA). It is a fancy term for bringing in outsourced clients into our fold (Transition) and improve the client functions (Transform). We started using RPA Automation as a lever to transform client functions that we took over.
To me, the RPA technology made a lot of business sense especially combined with upcoming technologies like AI. So, I applied for an internal job posting to Head RPA consulting and moved into that position where I enabled the Fujitsu Digital Workforce offering. The offering used RPA and cognitive capabilities to enable Digital Labor for enterprises.
Right now, I am on my own advising customers on Intelligent Automation. I also have a non-profit demystifying RPA & AI, helping people up skill on these emerging technologies.
More about me here: https://nandan.info/about-nandan-mullakara/
What is the biggest mistake that we end up doing while adopting RPA?
Someone told me recently, “All the problems are people related”. I agree.
In RPA, the biggest mistake I think is not considering the cultural resistance from people.
We have real benefits but people at all levels fear job loss and its impacts. ISG found in its recent European RPA adoption survey that 33 percent thought “organisational resistance to change” was the main hindrance.
Humanizing your bots will also help a lot in addressing the barrier of cultural resistance. When we started introducing bots to our HR group, they instinctively named it “Bob”. We were not even thinking that way. HR knew that humanizing the bots helps combat cultural resistance to this new Digital Workforce.
We should have a way of Humanizing the bots and Communicating the benefits effectively so that employees look forward to their Digital Assistants.
How do you measure RPA success and what are the key factors that contribute to it?
I like to go by User adoption – is the user using the bots you made and are they satisfied?
Most users are asking – WIIFM–What’s In It For Me? We should be anticipating our User needs and ensuring best experiences with regular feedback
How important is analytics in RPA?
Analytics within RPA helps us keep track of our Bots on various levels. The RPA vendors have enhanced their insights and is quite useful now.
Here are some of the metrics I like to track:
– Average annual cost savings
– Three-year return on investment (ROI)
– Productivity gain: # of monthly hours saved
– Average completion time (in secs)
– User Satisfaction
– End Customer Satisfaction
We would like to hear about the future of RPA from you…
Process automation in whatever form is here to stay. You can call it whatever you want – RPA, Intelligent Automation, Hyper Automation etc. To me it is all an evolution in the space. It is going to get much more exciting with the addition of more advanced AI technologies.
Here are three big trends I see and what we will see more of in 2020:
Hyper Automation (Gartner Term) – RPA with iBPMS, AI, Chatbots
Democratization of RPA and Rise of Attended: Work with people to scale RPA
Process Mining: Auto discover processes and automatically create initial RPA workflow
Click here to connect with him on LinkedIn
Let’s have a small talk 🙂