How to measure the performance of your bots: RPA success metrics | HCLTech

How to measure the performance of your bots: RPA success metrics

How to measure the performance of your bots: RPA success metrics
May 28, 2020

A recent study by Gartner shows that by the end of 2022, 85% of large and very large organizations will have deployed some form of robotic process automation (RPA).

The rising growth in the adoption rate of RPA calls for a mechanism to measure the performance of the newest worker: The Bot.

This blog post lists down some key metrics that must be looked at in order to determine how effective your RPA implementations are:

  1. Employee satisfaction

    One of the chief value propositions that RPA puts forward is freeing up human resources for more cognitive tasks while leaving the mundane and repetitive activities for bots. To gauge the employee satisfaction levels from this change, you can float a survey which assesses the employees’ view toward their new responsibilities and workload after RPA implementation.

    This metric measures the human element associated with an RPA implementation. Ideally, as employees shift to more non-repetitive tasks, the satisfaction levels should go up.

  2. Eliminating errors

    RPA has the power to be 100% compliant to business processes and eliminate errors that may arise due to boredom, exhaustion, or complexity in case of a human operator. At the same time, a bot can also be 100% compliant to a badly designed process.

    One way of measuring accuracy post-RPA implementation is to measure the amount of work that normally needs to be redone due to human error and then measuring the amount of work that needs to be redone after you implement RPA. This comparison helps in determining how efficient your redesigned processes are.

  3. Bot utilization

    RPA bots should be seen primarily as a workforce that just happens to be located on a virtual environment. Therefore, just as you would want your human workforce to be efficiently utilized, the same metric should be applied to your digital workforce.

    Managing and scheduling of business processes should be done in a manner that justifies the license costs associated with a bot. Bots have the potential to work 24*7 and, therefore, it should be ensured that this ability is effectively utilized.

  4. Velocity

    RPA bots can accomplish complicated tasks much quicker than human operators. One of the reasons that companies go ahead for RPA implementations is to improve their service level agreements (SLAs) by lowering the average handling time (AHT) associated with a business process which directly results in increased customer satisfaction.

    By keeping a detailed account of the number of SLA breaches and the AHT pre- and post-RPA implementations, you can gauge the increase in speed of operations that a bot brings to your business processes.

  5. Time to realize ROI

    Post an RPA implementation, the manual effort associated with a process is reduced. More efficiently designed automation solutions which target low hanging fruits first to get maximum benefits in the initial phase of implementation will deliver a return on investment faster.

Typically, an RPA implementation delivers a return on investment in the first nine months of implementation which can be used as a benchmark to measure the speed of your return on investment.

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