Enterprises have endeavored for years to make quantum improvements in operational performance by reengineering key business functions, ranging from processing loan applications to responding to customer inquiries to paying supplier invoices. These efforts have for the most part fallen short of expectations. Either the technology was lacking, or new processes failed to gain traction, or people impacted by change resisted doing things in a drastically different way.
Today, Robotic Process Automation (RPA) offers the potential to break the impasse. By offering the capability to perform increasingly sophisticated tasks consistently, accurately and 24x7x365, RPA applications take the transformation opportunity to a new level. But experience has shown that even the best technology, applied ineffectively or in a vacuum, won’t drive meaningful or sustainable change. What’s needed is a holistic approach that addresses organizational change in the context of how people, process and technology interact.
This ISG white paper examines three key principles of an RPA-enabled Organizational Change Management (OCM) strategy, one that integrates application of technology, organizational redesign and human intervention to plan, implement and manage a radically new service delivery model.