Measuring success enables you to identify the value RPA brings to the business. Measuring business value is best done through defining and measuring Key Performance Indicators (KPIs).
KPIs should be aligned to corporate strategy. This will increase the interest of stakeholders and demonstrate the benefits of RPA. In addition, it's important to take into consideration the purpose of the selected KPIs and the relevance to key strategic objectives.
KPIs should be reviewed on a regular basis as corporate strategy might evolve or more data may become available which enables further measurements to be applied.
Return of Investment (ROI)
ROI is used to evaluate the efficiency of an investment or compare the efficiency of a number of investments and is calculated by the following formula:
ROI = (Current Value of Investment - Cost of Investment) / Cost of Investment
Manual Labour Savings
When a process is automated it can be measured to take into consideration the human labor work time that it has saved. This should also take into consideration full costs of remuneration, training, hiring and employee retention.
Fixed Assets Savings
Savings may be linked with buildings, software licenses or equipment required to run a process. By automating this process, human labour and fixed assets associated with this labour are expected to be reduced.
Line of Business (LOB) Savings
Line of business refers to a service/product or business area that serves a customer or particular business need. RPA projects often bring savings in one or multiple LOBs.
Line of Business (LOB) Efficiency
Monitoring productivity of each LOB over time may enable you to view efficiency improvements.
Customer Support Tickets
Analysis of the number of new tickets, the number of resolved tickets and the average resolution time per ticket may help demonstrate performance improvements
Hours returned to the business
Track the hours returned to the business by moving work to digital workers
Number of new projects undertaken (increasing capacity of resources)
Measure the number of new projects undertaken by the organization in X period of time (i.e. quarterly, yearly, etc.) since RPA was deployed.
Measure employee satisfaction through surveys and other metrics. RPA may increase employees engagement as it removed mundane work, reduces bureaucracy and creates the space to do more interesting work.
Net Promoter Score (NPS)
Establish a pre-RPA baseline with your NPS surveys and track progress as your RPA capability matures and works to improve customer satisfaction
Blue Prism’s Success Accelerator program combines various levels of mentorship and access to our Expert Services, Technology Ecosystem and Certified Partners based on the size and maturity of your digital workforce operations.