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BTOES Insights Official
By
March 26, 2020

IBM's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Technology Enabled Process Automation

Read this article about IBM, Finalist in the Best Achievement in Technology Enabled Process Automation (Robotic Process Automation, Machine Learning, Cognitive Learning, Blockchain etc), selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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The AP Program Management System is an innovative closed loop feedback system that drives operational efficiency through automated reporting and Robotic Process Automation (RPA). The system is used by over 250 Accounts throughout Asia Pacific and services over 300 users daily. The main benefits include:

  • Data entry savings up to 15 times faster using RPA.
  • Data Alerts and Trending Reports highlight emerging issues before they become large problems. This reduces issue resolution time by at least 2 to 3 times.
  • Minimal rework to fix data errors reduces time to manage data by 2 to 3 times.
  • Being "in control" improves team engagement and productivity by approximately 1.5 times.
  • Client NPS (Net Promoter Score) and confidence is improved leading to more business.
  • Contract service level financial penalties are mitigated through accurate and timely reporting, avoiding potentially hundreds of thousands of dollars in penalties
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Initially developed in 2011 as a Cognos Management system with basic report functionality, the system evolved to include a world class cycle time algorithm in 2015 and continued its evolution in 2019 with Robotic Process Automation modules for automated data entry, resulting in a closed loop feedback system.

There are 4 main elements in the system which include the following:

  • A web-based data entry tool called the Program Management Portal (PgMP)

  • Business intelligence data integrity algorithms developed in Excel

  • RPA automated data entry tool

  • A Cognos reporting system supplemented with Excel reporting tools

PgMP is a tool used globally by IBM Account teams which provides a repository for Contract Management Program elements such as Issues, Contract Deliverables, Risks, Contract Changes and Request for Service information. Historically, data entry into PgMP has been a laborious task and is error prone resulting in incomplete or inaccurate reporting and poor management. Data entry and quality has been significantly improved with the Blueprism RPA tool and data integrity algorithms with up to 15 times faster data entry than manual entry. Data entry from other tools can also be processed using RPA without complex APIs being developed.

New Awards CTAThe Cognos reporting system provides custom reports for Clients and Account teams to effectively manage their outsourcing contract. Reports can be run ad-hoc or as scheduled reports and delivered to a user’s email. Cycle time workflow data is provided so that process bottlenecks can be quickly identified and remediated. A variety of reports are available including audit compliance, due date alerting, and workload reports.

The Cognos system is supplemented by Excel tools where macros process data and automatically create stunning output for client and internal consumption. Excel tools provide a flexible way to do analysis using pivot tables graphs and slicers and allow Account Teams to tailor their reports for specific needs.

 

Account teams who use the management system have typically higher client Net Promoter Scores, higher audit control posture compliance and ensure all contract requirements are effectively managed.

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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 will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, 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 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

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

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

Speakers

Agenda

BTOES 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. 


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