What is a Managed COE?  

Posted: 03/17/2018 - 04:12

When considering Robotic Process Automation (RPA), a lot of adopters have made the strategic call that they want to create their own RPA capability internally. They want a Center of Excellence (CoE). It can be a comprehensive CoE or it could be components that are stitched together with other third parties, for instance. They want analysts that can identify and scout for good processes for automation and change. Or, they have the need for configuration, testing, ongoing monitoring of the automation, as well as maintenance and support.

Many of these organizations have tried to build CoEs. But what we have found is that it’s not something they have done before. Often there is lack of capabilities and talent, especially since RPA is in high demand right now. So, if you add RPA to your CV, you’re instantly very attractive. As a result, the retention rates for these internal CoEs have been poor and costly. You spend a lot of time trying to find these candidates, getting them trained and getting them aligned to the plan and have them walk out the door. That sets them back months.

What we have started to do for clients is what we call a Managed Center of Excellence (M-CoE). It has all the strengths of a dedicated team that is working the client’s transformation, identifying processes, configuring, supporting, but the added bonus is that it’s our people. So, we recruit them and we train them under our methodologies that are battletested. We have done digital transformation for years. Bumps, bruises and scars have made us very good at what we do, and we can dedicate this experience directly for the client. We think that a managed center of excellence gives you the talent, momentum, and strength and potential of a center of excellence but solves a lot of problems that we are seeing in enterprises today.


About The Author

Ian Barkin's picture

As SYKES’ Chief Strategy and Marketing Officer, Ian is an innovator and a transformational leader. Prior to this role, he co-founded Symphony Ventures, a consulting, implementation and managed services firm specializing in intelligent automation and robotic process automation. It was acquired by SYKES in 2018. Always at the forefront of innovation, Ian was among the first to focus on trends like the Internet of Things, supply chain business process outsourcing and user experience design. He earned undergraduate degrees from the London School of Economics and Middlebury College as well as an MBA from the MIT Sloan School of Management. Follow Ian on LinkedIn.