BTOES Insights Official
March 11, 2019

2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Technology Enabled Process Automation Project Category


Read this article about VMware, one of our finalists, in the category Best Achievement in Technology Enabled Process Automation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.







VMware, a global leader in cloud infrastructure and digital workspace technology, accelerates digital transformation by enabling unprecedented freedom and flexibility in how our customers build and evolve IT environments. As a part of its long-term digitization strategy, maturing the process and operational excellence, VMware embarked on RPA journey in 2017 to automate repetitive and manual tasks. Multiple processes across business functions have been automated since then. One of the critical areas where RPA was effectively leveraged was to update contracts due to Partner Merger.


VMware’s partners and distributors are a critical part of the company’s ecosystem, creating opportunities through their relationships, reach, expertise and technology value. Mergers and Acquisitions between Distributors or Partners of VMware has a major impact on VMware’s transactional data, leading to delay in renewal of Support & Service Contracts and inflow of Revenue. One such merger in 2016 required manually updating 250,000 contracts in VMware’s ERP which was time-consuming.


Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)


The Corporate System Operations (CSO) team in VMware ensures updates to ERP systems when there are any changes at the partner’s end.  Updating the ERP was manual, takes 10 minutes per record and estimated to take 5 years to update all contracts. To address this problem, RPA was used which eliminated manual update, improved process productivity, and scalability leading to customer satisfaction.


RPA is an automation script that interacts with applications & systems like humans with no hard-coded integration. The project was implemented in 8 phases: Concept, Initiate, Define, Design, Build, Test, Launch, Close, spanning across 6 weeks.


Before automating the process, detailed process analysis and value analysis was performed in collaboration with SMEs to standardize and optimize the process. Post optimization, stakeholder approvals were secured, and the solution was designed, tested and deployed in eight phases. A few minor issues identified during testing were fixed before deploying to the production environment. Post-deployment, the project was handed over for performance monitoring and ongoing support to RPA operations team.


A total of 40% of the productive time per employee was freed to perform value-added activities as a result of this implementation. The processing time reduced by 85% - from 10 min per update to 90seconds, 41,667 manhours saved with a net saving of $293K. Additionally, the bot is being governed by a central command center that provides a secure environment, role-based authentication, success/failure alerts, and schedule-based runs without any human intervention.


Key wins:

  • 80K contracts updates in 5 months with an average accuracy of 98%
  • 24X7 intermittent operations without manual supervision
  • Provisioning of bot takes less than 48 hours
  • Elimination of dependencies on case management tools
  • Owing to the scalability of this solution, the bot can be leveraged to all the future M&As of VMware’s partners and distributors

To expedite the contract updates, the CSO team has provisioned 3 additional BOTs which will run 24X5 and complete the task in ~3 months.


Team Member Names

Ashok Faujdar     
Emilie Ly
Partha Baral
Sohan Naik
Sudha Gandrapu
Vijay Khambra



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.



Full-length speaking sessions from the Business Transformation & Operational Excellence World Summit, accompanied by featured articles from the Speakers themselves.



Submit an Article

Become a Regular Contributor

AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
Copy of Copy of btoes19 (1)

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Continuous Improvement Business Excellence process excellence Process Optimization Process Improvement Leadership Premium Enterprise Excellence Change Management Lean Lean Enterprise Organizational Excellence Execution Excellence Lean Six Sigma Capability Excellence BTOES18 Changing & Improving Company Culture New Technologies Culture Transformation end-to-end Business Transformation Agile Execution & Sustaining OpEx Projects Lack of/Need for Resources Leadership Understanding & Buy-In Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Digital Transformation Healthcare and Medical Devices Culture Customer Experience Exclusive BTOES HEALTH BTOES Video Presentations Technology Process Automation Strategy Execution Innovation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Healthcare Awards BTOES Presentation Slides Robotic Process Automation Insurance value creation thought leaders data management innovation execution Customer Experience Excellence Professional Services digital operations Banking and Capital Markets Data Analytics White Paper Artificial Intelligence BTOES19 Consumer Products & Retail Operational Excellence Model Project Management Automotive and Transportation Digital business expansion revenue growth Interview Operational Excellence Example Primary Measure of succes investment banking Lean Culture Learning organization NPS Net Promoter Score Six Sigma business process automation transformation journey Data Frameworks Hoshin Planning Pharmaceuticals & Life Sciences Workplace Analytics BTOES17 Business Growth Client Feedback Strategy Communication Denial Management Education HealthcareTechnologies Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Supply Chain Management Telecommunications Text Mining eHealth master text analytics virtual resource management Announcement BTOES18 Award Winners BTOES18 Awards Communications Infographic Jidoka Learning Resource Oil & Gas Recruitment Team The FAST lane