1、JULY 2022Powered by:HOW TASK MINING CAN DRIVE PROCESS EXCELLENCE IN THE NEW,REMOTE WORK ENVIRONMENTRESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022Introduction:Why do we need to take a MagnifyingGlass to our Processes?The Key Features of Tas

2、k MiningGetting the Best ROI from Task MiningCase Study:Scaling Automation with Process Explorationat the Worlds Largest Claims Management CompanyThe Long-Term Business Value of Task MiningNow is the Time to be Talking About Task MiningConclusionTable of Contents 24578910Evan BeebeEditorSSON SSON 20

3、222RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022Task mining is a form of process discovery that collects user data on how an employee is interacting with a process in real-time.Task mining looks at user-data on the front-end,meaning a use

4、rs clicks,keystrokes,data entry,and any other interaction on an application or machine.According to SSON Research&Analytics 2022 Intelligent Automation benchmarking survey,despite the advantages of task mining in driving process efficiency,less than 30%of SSOs have invested in the technology to date

5、.Meaning,although task mining plays an important role in preparing processes for optimized automation,many organizations have not yet taken advantage of this solution.So,what is the business case to persuade shared services to take a closer look at their processes?There are two key factors:to enable

6、 the Future of Work;and to drive End-to-End(E2E)process performance and delivery.The Impact of the Future of WorkWhen the COVID-19 pandemic first accelerated the concept of Future of Work,many organizations scrambled to support and enable their employees as they shifted to a work-from-home environme

7、nt.Two years later,many shared services are still struggling to adapt to this new model.Data provided by SSON Research&Analytics confirms that many businesses have changed their work models since the pandemic began.The 2022“GBS and Shared Services State of the Industry Survey”confirmed that 28%of SS

8、O/GBS had reduced their real estate footprint,and 13%were shifting to a“central office hub”scenario.As we adjust to a new sense of normalcy,shared services must rethink the nature of work and the workplace to enable and optimize both in-office and remote work.IntroductionWhy do we need to take a Mag

9、nifying Glassto our Processes?3RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022A related challenge faced by shared services leaders is the lack of transparency over processes and the fragmented approach to automation,which has otherwise been

10、 a game-changer in the SSO ecosystem.To counter this,SSON data shows that 81%of SSOs have made end-to-end process integration a priority for the year.Similarly,end-to-end automation as a general capability is recognized as a key objective by half the organizations surveyed.These statistics indicate

11、that SSOs are seeking solutions that will help them achieve process optimization,and many are aware that using intelligent automation technologies is the quickest way to realize that goal.However,SSOs are running into challenges in implementing automation to increase process efficiency.According to“

12、Global Market Review:Intelligent Automation in Shared Services,”48%of respondents said their organization lacked knowledge of IA technologies,and 33%said their organization struggled to identify the right processes for automation.This data shows that many organizations currently lack the resources a

13、nd knowledge to begin their automation journey.SSOs need a resource that will help them analyze their processs current state and their readiness for automation.Fortunately,process exploration tools can provide that very insight.Another focus for SSOs as they evolve their post-pandemic strategy is co

14、ntinuing to scale automation to improve performance.This effort can typically be slowed down by inefficient processes,but task minings ability to create data from a single task gives businesses enough information to determine where bottlenecks in their processes are occurring.Task mining is an effec

15、tive solution to these modern dilemmas.The granular data task mining collects from users helps businesses understand their processes and how employees work as they enter a new work model.This report will discuss the key components of task mining,its applications,when to install task mining,and the l

16、ong-term business value task mining can deliver to effective shared services and GBS.Why do we need to take a Magnifying Glass to our Processes?4RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022The Key Features of Task MiningPushing Past the

17、BuzzSSOs must constantly ask themselves:“What do my teams look like when their processes are operating at their very best?”Task mining and other process exploration tools provide insight that can answer that very question.However,understanding the difference between process exploration tools can be

18、a challenge.Each software provider seems to establish their own definition and seeing past the buzzwords can be complicated.The following are three forms of process exploration that can help businesses achieve E2E process transformation.Process DefinitionsProcess Mining Process mining focuses on the

19、 physical process flow.It pinpoints which processes need refining by digitally compiling information from event logs.This effort assembles data under one umbrella thats easily accessible for shared services.Process Discovery Process discovery looks beyond the event logs process mining analyzes.By dr

20、awing additional data and feedback provided by the user of the process,process discovery covers many of the blind spots process mining might miss.Task MiningTask mining can build off the data collected from process mining to provide additional insight.By collecting user interaction data down to sing

21、ular keystrokes,task mining looks at how users interact with a process in real-time.What Goes into the Task Mining Digital Toolkit?Optical character recognition(OCR),the transformation of typed or printed text into machine-encoded text,and natural language processing(NLP),giving computers the abilit

22、y to understand text and spoken words,are two AI tools task mining relies on to capture user interaction data.OCR and NLP capture and understand the actions employees are taking on their desktop.The patterns these tools notice allow task mining to inform businesses which processes might be having is

23、sues such as bottlenecks.Task mining is the only process exploration tool that focuses on the smaller components of a process and is capable of doing so because of the AI capabilities at its disposal.The raw data task mining collects and compiles into insights allows both business leaders and proces

24、s users to understand the deficiencies in their processes.Businesses can take this insight and then determine how to redefine process paths that will further optimize a processes efficiency.According to SSONs Intelligent Automation 2022 Benchmarking survey,while less than a third of respondents have

25、 invested in task mining,only 16%felt their data was ready enough to support technologies that would overhaul their processes.Despite the added value and insight task mining can bring to organizations already using process mining,many have not taken steps to allow the two to work together,and theref

26、ore benefit from far more data insights than one tool can deliver on its own.5RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022Getting the Best ROI from Task MiningIn SSON Research&Analytics“Global Market Review:Intelligent Automation in Shar

27、ed Services,”37%of respondents said increasing process efficiency was the biggest driver for intelligent automation in their organization,while 27%listed increasing workforce productivity.The current applications and uses cases of task mining line up perfectly with the automation priorities for shar

28、ed services.With the work-from-home model here to stay,understanding worker productivity,and how to scale automation to improve process efficiency have emerged as priorities for shared services leaders.As seen by the use cases listed above,task mining provides excellent solutions to both these chall

29、enges.The real-time user-data task mining collects shows businesses how much time employees are spending on software and compares that to other users.This information can be given back to the users as they look to benchmark their own productivity using specific software.This is particularly useful f

30、or 21%of the workforce whove started a new job in the last 12 months and dont get exposure to the same process knowledge that in-office presence can provide.Businesses today need a way to understand their employees productivity as they work from home.They also need a way to track their process effic

31、iency as it enters a new operating model.Fortunately,task mining can help businesses understand both.Discovering automation opportunitiesImprove task efficiencyRemoving redundant actionsImprove user and customer experienceExamples of task mining usecases include:6RESEARCH&ANALYTICSHow Task Mining Ca

32、n Drive Process Excellence in the New,Remote Work Environment SSON 2022Some of the questions task mining helps SSOs answer as their employees work from home include:How much time are employees on their device?Businesses want to understand how much time employees are spending on tasks that add value

33、vs.tasks that can be considered monotonous and unproductive.What activities consume the most employee time?Its not only important to understand how frequently employees access an application or program,but also how they are interacting with those resources and the value it adds.It can also show what

34、 applications the user is on and if they are using it in the right way.How can SSOs benchmark employee performance against service level agreements(SLAs)set by an organization?Task mining shows if users are spending appropriate amounts of time on applications that drive value,and whether this matche

35、s the SLAs set by the organization.Businesses can then use employees that have excelled in the process as their benchmarking example.What is an acceptable range of employee productivity?With task mining,users have the unique ability to measure their success at completing tasks compared to other user

36、s in the organization.This ability can drive productivity as employees look to keep up with their peers.How to make sure employees are staying compliant?Task mining can also track if employees are continuing to operate their processes“by the book.”Enabling Business Resilience through Benchmarking,Fo

37、recasting,and Reducing RiskBenchmarking has become such an important strategy for SSOs during the pandemic.Businesses want to understand how well they are handling these modern challenges,and comparing both internal users and external competition is a great way to understand both shortcomings and ac

38、hievements.With task mining,businesses have a real asset with regard to benchmarking.The insight provided by users clicks and data entries can help businesses standardize tasks that are performed efficiently.This standardization then allows businesses to lower costs,have fewer errors in the process,

39、and continue driving automation.Task minings ability to observe productivity and application usage can also help SSOs reduce spending.By learning which applications are time-consuming,value creating,and easy to learn,businesses can further rationalize application implementation,track application lic

40、enses,and optimize license costs.Another important usage of task mining is fraud detection.The granular data task mining collects provides a level of detail over operations that businesses were not aware of,and which can potentially point process owners to fraud in their own process.For example,task

41、 mining can point out data replicas,so users are no longer able to copy and paste specific data points.These capabilities allow SSOs to leverage greater agility and foresight into their processes a critical component for business resilience.This next section will explore how task mining can be embed

42、ded into enterprise processes in the long term.Getting the Best ROI from Task Mining712345RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022OverviewThis company is the worlds largest independent claims management company headquartered in the U

43、nited States with a presence across 70 countries.They have been in business for over 80 years with over a billion dollars in revenue and a global employee base of over 9000.OpportunityThe company faced challenges in terms of scaling automation within their organization.They were only able to automat

44、e three processes in a year and struggled to get the automation program off the ground.Moreover,they were using existing resources for automation which was not yielding results as they also had their day job to focus on,impacting productivity and efficiency.Other challenges faced:Unable to track the

45、 productivity of the employees due to remote work Lack of clear process documentation on new processes Tracking quality was also a challenge,which has significant revenue implicationsUnable to kick start their automation journey in the main center due to a lack of focused approachSolutionThe client

46、commissioned EdgeVerves AssistEdge Discover team to solve the critical business problem of process documentation and process transition,which was disrupted by Covid and the lack of classroom-based training.AssistEdge Discover is EdgeVerves process exploration tool that relies on task mining to provi

47、de process insights to businesses as they begin their automation journey.They were unable to track employee productivity due to employees working remote,which further had a revenue impact owing to the sheer number of transactions processed each day.The AssistEdge Discover team worked with the client

48、 on resolving the productivity challenge before tackling automation challenges and process efficiency.OutcomeWith AssistEdge Discover,the client was able to capture granular data and generate detailed reports and deep process insights.In the seven weeks of the pilot project,the AssistEdge Discover t

49、eam worked with operations to shortlist two processes that showcased productivity tracking and task mining capability.On completion of the proof of concept(POC),AssistEdge Discover was selected as the scalable and sophisticated technology platform and most easy-to-use product.Case StudyScaling Autom

50、ation with Process Exploration at the Worlds Largest Claims Management Company 8RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022The Long-Term Business Value of Task MiningTask mining is not a tool businesses should work with once to understa

51、nd their processes and then never utilize again.The long-term business value of task mining can be seen in areas such as continuous process transformation,workforce visibility,and ensuring data privacy for employees.The post-pandemic push for scaling automation is fully underway and illustrates how

52、businesses today want to strategize a long-term plan for implementing new technologies that will improve productivity.Task minings data doesnt just serve businesses as a means to understand where their processes currently stand,but it can also be used as a forecasting tool.If task mining is implemen

53、ted in a new technology,it will analyze how quickly users have picked it up,and whether it is reducing the amount of time spent on tasks.Businesses can use that information to forecast how technologies will improve other processes they are hoping to optimize.The insights task mining compiles using b

54、usiness and user metrics allows companies to do side-by-side comparisons of technologies and users.Those comparisons help businesses understand which software is worthy of greater investments and which process users have the greatest understanding of certain technologies.This can be important for co

55、mpanies scaling automation because they can now have knowledge of which technologies work best with specific tasks,and which employees would best serve as ambassadors for adopting a technology into a new workflow.Additionally,task mining provides businesses with a way to identify bottlenecks within

56、their processes.By looking at every minute step in a process,task mining has the greatest likelihood of catching which task causes a process to become less efficient.This helps an organization determine which technologies are slowing down a process from achieving its optimal efficiency.The visibilit

57、y task mining gives into both processes and users is another resource task mining provides to help businesses scale automation.When task mining tracks a users usage of a specific software,it can help businesses understand how valuable it is to the process as a whole.That visibility you get from task

58、 mining helps organizations determine which software is assisting employees with completing their tasks more efficiently,and which ones are adding little value to their organization.Another long-term benefit of task mining is that it can play an important role in ensuring privacy for users.Mature pr

59、oducts in the task mining space provide complete control over data capture and captured data to the business.Thus,businesses can decide what data should be captured and what should not;also,how the data should be processed and visualized.This complete control over data capture allows businesses to g

60、ive employees some peace of mind regarding what types of data and how much their organization will be able to pull from their work devices.As of April 2022,job opportunities outnumbered job seekers by 2 to 1,according to the U.S.Bureau of Labor Statistics.Amidst this great resignation,companies need

61、 to assess every strategy that can help them retain talent.By implementing task mining in a manner that ensures personal data is being respected,employees will feel their organization is taking steps to help improve their productivity and further their career.9RESEARCH&ANALYTICSHow Task Mining Can D

62、rive Process Excellence in the New,Remote Work Environment SSON 2022Now is the Time to be Talking About Task MiningIn Conversation with Shrikant Deo,Director of Project Management at EdgeVerveWhy did businesses struggle to track user productivity of manual process operations at the onset of the pand

63、emic?Shrikant Deo:In the physical office,it was easier to monitor and measure user productivity by noting down active/inactive hours,providing help if an employee was stuck,and coordinating work.All of this became very difficult when employees started working from home and management needed to be do

64、ne remotely.There were no other tools like task mining that could send user activity data to a central server.What value does task mining bring to solving this problem?SD:Task mining brings an automated and intelligent way to solve the productivity tracking and improvement problem.By collating syste

65、m-user interactions and converting them into user and task insights,task mining provided an easy solution to remotely monitor and manage user productivity.Task mining tools provide a clear visibility into a users day-to-day activities,highlighting roadblocks and bottlenecks in process execution.This

66、,in turn,can help organizations uncover opportunities for productivity improvement and optimization.What makes task mining a timely solution?SD:With hybrid work becoming a norm across the world,task mining provides a perfect solution to meet operational monitoring needs across in-office and remote a

67、ctivity.Organizations can use task mining to provide flexibility to the workforce and maintain the peace of mind that theyre reaching optimum operations.Who should be interested in task mining as a solution?SD:All operational executives,process excellence executives,and process optimization COEs sho

68、uld be interested in task mining.10RESEARCH&ANALYTICSHow Task Mining Can Drive Process Excellence in the New,Remote Work Environment SSON 2022How Task Mining Can Drive Process Excellence in the New,Remote Work EnvironmentConclusionOver the past two years,the Future of Work has shifted the nature of

69、shared services and GBS activity.Businesses are consolidating in-person office work,and employees are voting with their feet to work at companies providing the most flexible working arrangements.In response to these new-age challenges,businesses have been forced to differentiate themselves and optim

70、ize their work processes through automation and digitization.SSOs that were previously operating processes out of their business centers are now relying on new technologies to provide oversight into employee activity in the remote work environment.Task mining is closely tied to getting the most out

71、of Future of Work scenarios.In the current work environment,many new employees might not be aware if they are successfully completing tasks in an appropriate time frame,or how productive they are at completing those tasks compared to other users.At an enterprise level,task mining is becoming an impo

72、rtant resource for businesses looking to gather insight into their process operations,many of which are now being managed by remote workers.The data task mining creates becomes a criticalresource for both users and business leaders.Users gain a valuable benchmarking tool that shows them how successf

73、ul processes have managed their tasks,and business leaders can observe which tasks are time-consuming and add little value,then implement solutions that will benefit users.As businesses move into their post-pandemic response,task mining will continue to play a role in driving E2E process excellence

74、and automation scaling.Task mining helps businesses discover new automation opportunities,and benchmark those already in place,thanks to its use of AI tools to compile text and images into data sets that analyze the smallest of steps in a process.11RESEARCH&ANALYTICSHow Task Mining Can Drive Process

75、 Excellence in the New,Remote Work Environment SSON 2022EdgeVerve Systems Limited,a wholly owned subsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive in their digital transformation journey.Our mission is to create a world where our technology augments human intelli

76、gence and creates possibilities for enterprises to thrive.Our comprehensive product portfolio across AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses develop deeper connections with stakeholders,power continuous innovation and accelerate growth in the digital world.To

77、day EdgeVerves products are used by global corporations across financial services,insurance,retail,consumer&packaged goods,life sciences,manufacturing telecom and utilities.Visit us to know how enterprises across the world are thriving with the help of our EdgeVerve Systems Limited,a wholly owned su

78、bsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive in their digital transformation journey.Our mission is to create a world where our technology augments human intelligence and creates possibilities for enterprises to thrive.Our comprehensive product portfolio acros

79、s AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses develop deeper connections with stakeholders,power continuous innovation and accelerate growth in the digital world.Today EdgeVerves products are used by global corporations across financial services,insurance,retail,

80、consumer&packaged goods,life sciences,manufacturing telecom and utilities.Visit us to know how enterprises across the world are thriving with the help of our technology.EdgeVerve Systems Limited,a wholly owned subsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive in

81、their digital transformation journey.Our mission is to create a world where our technology augments human intelligence and creates possibilities for enterprises to thrive.Our comprehensive product portfolio across AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses devel

82、op deeper connections with stakeholders,power continuous innovation and accelerate growth in the digital world.Today EdgeVerves products are used by global corporations across financial services,insurance,retail,consumer&packaged goods,life sciences,manufacturing telecom and utilities.Visit us to know how enterprises across the world are thriving with the help of our 12RESEARCH&ANALYTICSwww.sson-