“Change is the only constant. Hanging on is the only sin,” says Denise Mcluggage.
If there is any living example of the above idea, it is life itself. A caterpillar would most likely stagnate and destroy itself, if it decided never to break free of its comfortable cocoon. If a seedling remained under the soil in its most basic form, flora and fauna would never see the light of day. And last but not the least, had the caveman become complacent in the uncertain safety of the cave, we at XLNC wouldn’t be writing this blog.
We’re back with a blog! Today, let’s discuss the most constant factor in the face of the earth – ‘change’. And in automation terms, change takes the form of a process known as “ change management”. RPA can change an employee and organization’s lives in very efficient ways. But it can also prove to be a very unwelcome change to some organizations. This is because it pushes the workforce and its members out of the comfort zone of repetitive tasks. Coupled with this dilemma, there can also be certain sudden changes in the already planned end-to-end automation process. This can further lead to confusion and a general animosity towards automation. But proper change management can transform the entire scenario:
1.WHAT IS CHANGE MANAGEMENT?
Imagine you’ve spent all your valuable time identifying a certain business process that can be automated. You’ve held meetings with SMEs and automation software providers regarding the end-to-end automation process. Then, the RPA developers get to work, committing themselves to giving life to your bot. But suddenly, an organizational policy changes, and you realize with utter disbelief that the bot being developed for you no longer has a utility value in its original form. So now, are your time, energy and efforts all in vain? “Not at all,” replies change management. Change management helps you modify the automation process by adding or eliminating processes as required.
2. BUT…TELL ME MORE. WILL IT CAUSE A HOLE IN MY POCKET?
Rest assured. If an automation software platform offers change management, it should also ensure that one carries out the process efficiently and cost effectively. The automation software providers are typically prepared for any alterations or modifications that may take place at any point of time in the course of the process.
A typical change management process begins with the client disclosing the need for a change in the already planned end-to-end process. Then, the client and the automation software provider sign an agreement with regard to the changes agreed upon between the two parties with regard to the ongoing project. Here, the client also specifies the priority and complexity levels of the change to be carried out. He/she also gives a Timelines matrix indicating the approximate duration of the project after incorporating the required changes. The client also notifies the provider about the changes via the Change Management module. We then deploy the changes in the bot, along with the Exception Management information; i.e., what the bot must do if the process cannot be performed, for some reason, in the usual manner.
Once the bots are developed basis the decided changes, a customer satisfaction survey is conducted. Here, the customer gives an account of whether we have performed the change management in a satisfactory manner and implemented it purposefully. Then, the Solution Architect validates the Exception Management process and evaluates the resolution percentage rate. After this, we gauge the customer satisfaction once again. We then draft a report based on the same. Lastly, we draft and update the change management module and conclude the process.
Change is a very integral part of any process. Regardless of the amount of planning that goes into developing a process, it is always important to be mentally prepared for any sudden need for a modification or even elimination of the project. And change management is the solution to your RPA change requirements.