Lawrence & Wedlock Business & Client Use Case - How to "Skore" with RPA Process Management
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Lawrence &
Wedlock Business
& Client Use Case
How to “Skore” with RPA
Process Management
info@lawrenceandwedlock.com 1How to Smart Phone
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Management and scan away!
Are you finding RPA process discovery rather environments, confirming applications, screens,
manual, clunky or unsophisticated? Do you want access and permissions, data inputs and outputs,
to know a better way? Read on... handoff points, exception handling, roles and
responsibilities and service level requirements.
Process Management is one of the four key pillars Not only must these points be considered, but
of the RPA Governance Framework, consisting appropriately documented (to keystroke level) in
of candidate identification, process discovery the most time-efficient, but effective way possible.
& definition, solution design and pipeline
management. In this article, we share how Lawrence & Wedlock
solved this by utilising the digital process mapping
Once an automation candidate has been and analysis software platform from Skore
identified, there are several important (www.getskore.com) to perform this critically
considerations to ensure a successful deployment, important phase of the automation lifecycle.
including: defining scope, validating system
www.getskore.com
2 www.lawrenceandwedlock.com“
Customers judge us on our ability
to help them. If we’re unable to provide
them with the information they need
quickly or it’s just wrong, CX scores
plummet. RPA helps us to increase
”
levels of customer satisfaction.
Head of recruiting operations,
International financial brokerage organization
The Common
Challenge
It’s a familiar scene, you’ve identified a process or task that’s perfect
for RPA; you know who performs (most) of the steps currently and
everyone is keen to get their new bot up and running and adding
value. However, you find out there are some steps which don’t
happen in any system nor very consistently, and that there are more
people involved than you first thought but you aren’t entirely sure
how or what they do, and those individuals are based in different
locations (most likely working from home currently due to the
COVID-19 pandemic). As the anointed champion of change, you’ve
been tasked with getting this sorted, but how and with what?
To ensure successful, robust automations, process discovery is THE
most important step and begins with understanding the “happy
path” of what (should) occur most frequently, but this is the easy
part. It’s the system and business exceptions that will typically take
up the lion-share of development effort. Also important are the
steps which a human operator will sometimes take for granted, for
example, “the system is always much slower to respond on Monday
mornings during the back-up”, as these have to be considered
during the design of the automated solution too. And lastly, leading
with the required outcomes will keep everyone laser-focused on the
automation imperatives through testing and into go-live.
info@lawrenceandwedlock.com 3How we
solved it
Making the switch to digital discovery can be We began with a simple use case, knowing
daunting, but it needn’t be, with the right tool roughly the outcomes we wanted to achieve,
and approach. When Lawrence & Wedlock and created our first full digital process discovery
implemented Skore for example, we’d been using package. Where we had gaps, we spoke to
spreadsheets, word processors and workflow the folks at Skore for guidance and options of
packages for some time to produce process how to use the platform and slowly defined a
design and solution specification documents methodology that really worked for us and our
manually. However, we were never truly satisfied clients.
with this method, which always seemed at odds
with our core values.
Figure 1. “The Old Way”
Figure 1 above shows the numerous stages and systems we used to
use in the process automation discovery phase. Overall, this approach
rarely took less than 2-3 working weeks to prepare, and aside from
being sub-optimal for our delivery teams and difficult to cleanly
coordinate all the changes, it wasn’t a particularly positive experience
for our clients.
4 www.lawrenceandwedlock.comFigure 2 below shows our new Skore based that exceptions and actions are also added.
lifecycle for process automation discovery.
Whilst other technologies such as process
We begin with a process walkthrough call with mining definitely have their place, we still find
the subject matter experts to map the end-to-end this approach the most comprehensive and
process steps. This is done live and collaboratively, effective for the robot development work to follow
captured at the speed of conversation. We then and ensures the right level of engagement and
detail the individual sub-process activities and collaboration with the business subject matter
tasks and finally add keystroke (screenshot) experts.
images and descriptions. It’s at this level of detail
Figure 2. “The Skore Way”
info@lawrenceandwedlock.com 5Completing
the Picture
There are some very essential elements we like to capture in Skore for
process steps being defined for RPA, for which we use the ‘Custom
Fields’ feature:
System Exceptions – a list and description of all known possible
1 environmental and application-based exceptions that may occur
and defines what actions a robot should be programmed to perform
if and when these occur. For example, if an application is non-
responsive, the robot should stop, exit/log-out, wait or retry x times,
and notify if still unsuccessful. Both the nature of the exception and
the desired actions are captured.
Business Exceptions – a list of all known possible or anticipated
2 process-based exceptions and what actions a robot should be
programmed to perform if and when these occur. Common examples
of these include transactions that are outside the scope for the
automated procedures and those that require a human-in-the-loop
by definition for judgement, review or decision-making purposes.
Business and Operational Service Levels – capture the desired
3 minimum levels of service for the procedure in question, which
then feed directly into the Business Impact Analysis and Business
Continuity Planning that are part of the To-Be solution design.
To-Be Solution Design Principles – include any requirements or
4 opportunities to optimise, eliminate or simplify activities, but also any
process imperatives and outcome objectives to guide the automated
solution design.
6 www.lawrenceandwedlock.comYour Call
to Action
The major benefits that you could enjoy from adopting Skore for RPA
Process Management are:
• Build and share process information from one convenient, digital,
online location
• Platform is process and system agnostic and easy to use and learn
• Secure and safe in a hosted platform with easy access
• Work collaboratively to design, amend, approve and share
• Attach files, videos and links direct from the process diagrams
• Speed up discovery and ensure complete, accurate details to
develop automations
It’s really not that difficult to switch to a digital platform for your RPA
program and the Skore product is incredibly intuitive and easy to
learn (L&W provide full training if you’re unsure). There’s a trial version
too, so what have you got to lose, apart from the pain of trying to map
and define that perfect process for RPA that you’ve identified?
www.getskore.com
info@lawrenceandwedlock.com 7For a more detailed guide on how to use Skore for RPA process discovery, subscribe to Lawrence & Wedlock or contact us to find arrange a demo or training. 8 www.lawrenceandwedlock.com
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