Enhance Efficiency with Process Automation Services from Ricoh Canada

1. ProcessAutomation forAnUnpredictableTomorrow DIGITALSERVICES EXPERTGUIDANCE INFORMATIONTECHNOLOGY

2. ProcessAutomationfor AnUnpredictableTomorrow Thispaperwill: Provideanactionabledefinition ofProcessAutomation Asorganizationscopewithrapidlychangingworkenvironmentsandbuying behaviors,Process Automationisbeginningtogettheattentionit deserves.Companiestheworldoverarestartingto grasphowtechnologycanmeettheneedsofstaffto improvejobsatisfactionandproductivity. Defineoptimalapplications Outlinehowtosetgoalsandstructure aplanformeetingyourobjectives UnderstandinghowBusiness ProcessAutomationworks,andits myriadbenefits,shoulddriveanydigitaltransformation project.Oncetheadvantagesofautomationandthe associatedriskfactors areknown,it’simportantto definethebusinessobjectivesandgoalssoProcess Automationcanframethepath tosuccess. By2024: 1in5workers in knowledge-intensivetasks willhaveanAI-enabled “digitalcoworker.”1 50%ofstructured, repeatabletaskswillbe automated.2 Themajorityofcompanieswithouta digital transformationstrategy believetheywillbegin losingmarket sharewithin ayear. ProcessAutomation forAnUnpredictableTomorrow 1 - 2. https://www.idc.com/getdoc.jsp?containerId=EMEA44255218

3. ProcessAutomationemploys technologytoautomaterepetitive workflowsthatrequirelittletono humaninteraction. TherearefivemainProcessAutomation driversapplicabletoallbusinesses: 1 2 3 4 5 Expensereduction Increasedefficiency BeforebeginningtheProcessAutomation journey,weneedtounderstandthekeydrivers impactingyourinvestmentandresource decisions. Whatareyousolvingfor,andhow willthisaffectthepeopleinyourorganization? Itisofparamountimportancethatyouaddress themostcriticalissuesasthereislikelytobe disruption,budgetimpactandmissioncreepin theabsenceofcleardirection. Improvedaccuracy, safetyand/orquality Improvedcustomer experienceandretention Increasedornew revenuestreams Inmostcases atleasttwoofthesethreewillapplyor overlap.Pickingthegoal mostapplicabletoyourneedsbeginsthegoalsettingprocesswhichwillhelp formulateaplanforandultimatelyconfirmfuturesuccess. ProcessAutomation forAnUnpredictableTomorrow

4. GOALS ExpenseReduction IncreasedEfficiency Costisn’talwaystheprincipaldriver.Occasionally, it’stime.Process Automationhelpsstaff reclaim timelosttorepetitivetasks,whichcanbebetter appliedelsewhere. Accuracy/Safety Humans aresmartenoughtomakemistakes - machinesaren’t! Whenqualitycontrolorsafety isatstake, automationisoftenanidealsolution. Takinghumansoutoftheequationshifts workers frommanagingeverythingtoonlymanaging exceptions.Insteadofhavingtohandleevery project,oneonlyneedstofocusontheoutliers resultinginsubstantialproductivitygains. Expensereductionusuallyresultsintheelimination ofinformationintensiveandrepetitivetasks. Computersandmachinescansortinformation, completeforms,andcompilefinisheddocuments withoutassistanceifassignedforthesepurposes. Removingpaperisoftenthefirststep; digitizing informationcreatesopportunitiesforreducing humanerror. Intherightcircumstances,machinesoutperform humansateveryturn.Eliminatingbacklogsand meetingstrictdeadlinesarecriticalpointsfor ProcessAutomation. Whilethisoftenrequires investmentupfront,savingspersistand amortize wellintothefuture.Routineandrepetitivetasks, onceautomated,canberuninbatches,inoff hours,andinremotelocationsachievinglevelsof efficiencyheretoforeunattainable. Lastly,considerhowincreasedsafetyandaccuracy notonly improvesefficiency, but savesyour companymoney.Hiddencostslikeworkers’ compensationcanbegreatlyreducedwithProcessAutomation. BENEFITS Whatusedtotakehoursordaysbyhumanstakesamachineminutes.Theinvestmentcostiseasily recoupedinstaffinghourssavedandapplied elsewheretoimprove processeswherehuman hoursarebetterinvested.Thinkcriticallyabouthow Process Automationcanimproveefficiencyand you’llstarttorecognizethecostbenefits,too. Visibilityintocorebusiness processes Visibilitytomeetbusinessdemands Visibilitytohandleyourcomplexprocesses 3

5. GOALS (CONT.) Improvedcustomer experienceand retention Increasedornew revenuestreams ProcessAutomationfreesuptimeineveryone’sday, whichcanbeusedto pursueorsupportnewlines ofbusinessthatdriverevenue.Supportstaffwill havemorebandwidthfornewventures. Companieswhoengagein digital-first,data-driven taskmanagement are 23timesmorelikelyto acquirecustomers,and sixtimesmorelikelyto retainthem.3Morecustomers andbetterretentionisarecipe forsuccess. Customerslooktoyourcompanyforanswers. Process Automationallowsyourstafftoreturn actionable,accurateresultstocustomersquickly. BecauseProcessAutomationhelpsreturnbetter, fasterservicetocustomers,provingvalueis simpler. Asyourcompanyisabletoscale-upwhatitoffers, itmaybesmarttoevaluateyourcoststructurefor customers. Smart,self-guidedserviceportalsareanother keybenefitProcess Automationandadata transformationstrategycandeliver.Whenever possible,allowingcustomerstofindanswers themselvesalleviatesyourstafffromperforming routinetaskscustomersformerly requested. The abilitytoquicklyaccessdocumentsandgetanswers anytimeisahugeadvantage foreveryone. Thespeedand efficiencyofProcessAutomation meanstaffcanwork smart, nothard.Identifying whereyourcompanycanadjustrolesand responsibilitiesmayincreaseoverallefficiency withoutaddingtothecompanyheadcountor payroll.Increasingthecompanyheadcounttomeet customerdemandsalsoincreasespending;working smartreducesthechanceofincreasedstaffingcost whilehelpingdrive revenue elsewhere. ProcessAutomation forAnUnpredictableTomorrow 3.https://uk.sganalytics.com/blog/data-driven-companies-are-19-times- more-likely-to-be-profitable-the-role-of-data-in-digital-transformation/ 4

6. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks Tasks thatarerecurringandrepetitiveshould betablestakesforyourdigitaltransformation toProcessAutomation. Withdigitizationand automation,wecanachievetheequivalent incostandtimesavingsforallsortsofdata- intensiveprocessesandprojects.This can resultinlaborreductionandenhanced utilizationofexistingstaff.Freedfromthe mundaneandroutine,workersdrawoncritical thinkingandmorecomplexproblemsolving. PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement

7. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement RoboticProcessAutomation(RPA) excelsatautomating mundane, repeatabletaskssuchasdata entry,reportgeneration,andentity extraction.RPAoften results inmore precisemonitoringandaccuracy, leavingemployeestofocuson problemsolvingandopportunities forcontinuedimprovement. Incertaincircumstances,the organizationmayalsoreducethe likelihoodofinjury.

8. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? Attimes,complexityismoreproblematicthansimple, mundanetasksbecauseit’sactuallyaseriesofsimple tasks.Businessdecisionsoftenrequiremanyvariables, inputs,andcalculationswhichfollowprescribed methodologies.Accuracy andspeedarecritical componentsthatoftencreatesrisksforhumans.Letting themachinesdotheworkviaprogrammed,automated decisionmakingisareliablewaytoensureaccuracyand driveproductivitygains. RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement

9. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? Data-drivenorganizationsare: 23xmorelikelytoacquirecustomers 6xmorelikelytoretaincustomers 19xmorelikelytobeprofitable4 RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement Argumentsforautomatingthe“backoffice”arerelatively simpleanduncomplicated. Butfrontofficeopportunities canbealottrickierasresultingbenefitsmaybeperceived differentlyamonguniquecustomersorbetweencustomersand the organization.Datashowsthatoldercustomersstillprefer face-to-faceinteractionwhileyoungercustomers continually raiseexpectationsregardingdigitaltransactioncapabilities. Companies,intriguedbypotentialcostsavingsandenhanced timetodelivery,oftenoverlooktheresultingimpacton establishedrelationships.Automation withoutpurposeisnota good thing.Thepuzzlepiecesmustfit. 4.https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights

10. Relieveemployeesandcustomersoftheirdependence on“specialists”formanytasks.Byprovidingallrequisite informationonatimelybasisviatechnology,usersorcustomers canmakedata-drivendecisionsontheirown. Whenitcomes tobothcustomerand employee engagementthesesystems shouldhave“outclauses”atkeyinflectionpoints,connecting theuserbacktoa specialist inatimelymanneriftheygetstuck. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement

11. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Fewtasksarequiteasrepetitiveandtimeconsuming -orvital-asreporting. Mostcompanieshavealready automatedseveralkeyreportsbuttherearealways opportunitiesformore. Reporting DocumentManagement

12. Withthesegoalsinmind,where areyourgreatestopportunities forProcessAutomation? It isremarkablehowoftenwestillprintout documentsforsignature,onlytorescanand emailthemtosomeoneelse.Thelossintime isobviousandstraightforward,butthereare securityandaccessprivilegestoconsideras wellasproperarchivingandretrieval.Every timeadocumentisprinted,confidentialityis compromised.Further, misplaceddocuments can“disappear”whenimproperlyfiledor ignored. Automatingdocumentworkflowskeep everythingonarules-basedassemblylinethat automaticallyroutesinformation,prompts personnelforsignatureandtags,andstores informationforfutureretrievalbythose withaccess. RoutineandRepetitiveTasks RPAorRoboticProcessAutomation ComplexTasks PuttheCustomerFirst SelfServiceorGuidedDecisionMaking Reporting DocumentManagement

13. Considertheneedto: TIMETOPLAN Interviewkeystakeholderstocompilespecific automationgoalsinmeasurabletermsrelatingto expectedcostreductions, increasedefficienciesand/or improvedaccuracy/safety. Definedevelopmentphases,includinggo/nogo options. Buildchangemanagementstrategiesintothe process Whatisthehumanbackupplanincaseoffailure duringrollout/implementation? Defineadoptiongoals: Howwillteamsreceivetrainingandeducation? Shouldchangesbepilotedtoasmaller groupinitially? Whatdoessuccessfuladoptionlooklike? 12 Nowthatyouknowwhichtasksarebest suitedtoautomationandhowtogo aboutsettinggoals, wecangetspecific. Puttingpeoplefirstisyourbestfirststep intheprocess.Planningyourautomation initiativeinphasessothatthoseaffected willbeabletoadjustin“bite-sized” incrementshelpsreduceanxietyand improvesadoptionofnewlyimplemented processes. ProcessAutomation forAnUnpredictableTomorrow

14. 6stepstoasolidProcessAutomationplan ProcessorWorkflowMapping:Articulate whothekeyparticipantsare,theirrolein theProcessAutomationtransformation, andtheactionstheywilltake. 1 4 Identifytheprocess(es) tobeautomated. Defineexpectedimprovementsandthe methodologiesforongoingmonitoring andmeasurement. 5 2 DefineKPIs,benchmarks,andrelated goalstobemeasured. ImplementationPlan Pilotorgeneralrollout? Trainingandtesting Achievingsteadystate 6 3 Dataanalysis: Howaresystemsand processescurrentlyperforming?Whatisthe expectedperformanceimprovementwith automation? ProcessAutomation forAnUnpredictableTomorrow 13

15. GETTINGSTARTED TheperceivedcostsofProcessAutomationcanbeintimidating, butdoingnothinggetsyounowhere.Considertheincreasingcost of staffing-uptoperformcustomdutiesversusthefuturesavings associatedwithautomation.Thisanalysisisacriticalfirststepand resultsintheidentificationofexpensereductionand/orincreased productivityopportunity. Moreover,customerexpectationsregardingcompetitivepricing, immediateservice,andspeedareonlyincreasing.Tothatpoint, ProcessAutomationisarguablyacompetitivenecessity. Withthatsaid,BusinessProcessAnalysisisaskillsetthatshould notbelefttonovices.Organizationslookingtoachievesignificant improvementsshouldconsiderthirdpartyexpertisewithproven methodologieswhobringexperienceandafreshoutlookthatis unencumberedby“thewaywe alwayshavedoneit”.

16. CASESTUDIES

17. CaseStudy1 Results Theclientgained$1.5Minsavingsontax realignment,operationalefficiencies,andfurther recommendationsmadebyRicohformaximizing investmentsincriticalapplicationinfrastructure. Theprocesshelpedeliminate‘tribalknowledge’ heldbynearly40%ofadecentralizedworkforce set toretireinthenextfiveyears,whichwould havehaddireconsequencesforcontinuityafter thetransformationwasofficiallycompleted. Finally,Ricohhelpedthefirmcraftanexecutable plantoimprovecompanyculture,enhancetheir technologyecosystem,empowerandsupport self-sufficientemployees,andutilizeadata- drivendecisionmakingprocessmovingforward. Ricohhelpedalargelawfirmengageover 70stakeholdersduringa7-weekprocess. Inthisphase,Ricohdiscoveredpainpoints, assessed thefirm’sculture,andidentified potentialfutureissuesthatcouldaffectthe transformationprocess. ProcessAutomation forAnUnpredictableTomorrow 16

18. CaseStudy2 Results Ricoh eliminatedcustom.NETcodingand createdARinvoicingprocessfora20% reductionindecision-makingtimeforfaster processingofinvoices.Theclientrealizeda50% reductioninlegacymacroprocessesforfaster chemicalinteractionsanalysis,andRicohwas abletohelpthemmovematerialsafetydata sheetsfromSAPtoSharepointwithworkflow toolsthathelpedreducecodeby200,000lines, resultinginasimplifiedoperatingenvironment. Anewprogramofcontrolandtransparencyfor stakeholdersovernewprocesseswasinstalled tosupportproactivemanagementandprocess improvementmovingforward. Aclientintheenergyindustryhadan unsoundapproachtoutilizingexisting platformsandtechnologies.Duetoa divestitureandsubsequentacquisition, systemsdidn’tworkinharmonyandthe companyinheritedoutdatedprocesses withheavytechnicaldebtwhichmade ongoingimprovementandsupport difficult.Alackofexpertisecreatedfurther barrierstoentryformigratingtoa new platform. ProcessAutomation forAnUnpredictableTomorrow 17

19. AtRicoh,webringover80years’experience streamliningandsimplifyingbusinessprocesses,keeping yourworkersconnectedwiththedatatheyneed.In additiontokeepingyouconnectedandensuring businesscontinuity,wedrawonthelatesttechnologies and best practicestoautomateyourworkflowsand streamlineoperationsreleasingresourcestofuelyour organization’scontinuedgrowth. 18

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