In this article I examine the question of whether an in-house or outsourced approach is best when transforming business support services such as HR, procurement, customer care, etc. So for example an organisation might ask itself: “Should we establish a robotic process automation (RPA) regime in our accounting operation or should we get a business process outsourcing (BPO) provider to run our accounting for us, which would include the deployment of its RPA regime?”
Robotic Process Automation (RPA)
The concept of “capability” has long been used in strategic analysis to establish defensible leadership. What are the capabilities that are being established by leading service providers and customers? How do you assess the difference between hype and substance?
Automation is unquestionably the flavour of the month in business chatter today. Robotic process automation (RPA), and a storm of other smart automation approaches like Artificial Intelligence, are being pitched and perceived as the NEXT BIG THING, akin to the emergence of outsourcing some 30 years ago, and offshoring 15 years ago.
Robots hit the headlines over many national and industry outlets this week. The clincher statistic, as reported by Bloomberg, The Times, and most of the international press, is that over five million jobs will be lost by 2020 as a result of developments in artificial intelligence, robotics and other technological change.
As we enter a new year, it’s always fun to gaze into our crystal balls and anticipate the key trends and forces that will shape our industry in the coming year. Granted, given the pace of change and disruption that has come to characterise the outsourcing space, the business of prognosticating is becoming an increasingly risky one. That said, here are some thoughts and observations – in no particular order – from Alsbridge regarding what to expect in the coming twelve months.