fujitsu world tour 2018 automation story.pdf · lessons learned document stakeholder engagementmap...

1 Copyright 2018 FUJITSU

#FujitsuWorldTour

Copyright 2018 FUJITSU

FujitsuWorld Tour2018

May 30, 2018

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Fujitsu Digital Workforce | Intelligent AutomationAutomation Story

George Gakuru

Head of Automation Center of Excellence


Online consumer businessHyperconnected WorldA huge impact to every industry

1st Wave

The InternetConnected, online

2nd Wave

The Mobile InternetReal-time, anywhere

3rd Wave

The Internet of ThingsConvergence of physical & digital

4th Wave

AI and RoboticsKnowledge & automation

Intelligent Automation:

Surfing the 4th Wave




From Acting to Thinking

Support Repetitive Work Replace Repetitive Work Enhance Decision Making

Autonomous decision making Unsupervised learning Personal interaction Enable unstructured data

Desktop Automation Robotic Process Automation Intelligent Automation

Macros Screen scraper ERP Scripting Workflow

Highly configurable Highly scalable and robust Full audit-ability and security options Fast deployment Structured data and logical defined

decisions

Assist Human Work Replace Human Work

Artificial IntelligenceDigital WorkforceProductivity

Acting Thinking


Fujitsu Digital Workforce, better together!

Emotional Intelligence

24/7 Operation

Concept Formation

Logical Processing

Abstract Thinking

Accuracy and Consistency

Relationship Building

Repetitive Tasks

Creativity and Innovation

Structured Work

VS


Artificial IntelligenceRobotic Process Automation

Process Optimization

Three pillars of automation

Business Value

AI ZINRAI



A game changing approach

Apply Automation to a function or a product / service

Digital Project

Apply Automation to the core of businessExtend Digital Ecosystem

Digital Business

Move from an existing industry and work in a new Digital Arena

Digital Arena

Co-creation Ecosystem Orchestration



Automation Co-creation approach

1

2

3

Business Insights and Industry Expertise

1

2

3

4

CO-CREATION

1

Phase 2 Activity 3 Output



Xpressway Automation Delivery Methodology

DiscoverUnderstand workflow constraintsto

correctly target automation whilegaining insight

on automationpotential

through pilotdeployments

ProveEvaluate theEnterprise

Automation Roadmap ROI

and prove the case for

change through delivery of

Proof of Value

deployments

ApplyImplement the Automation CoE to deliver automation

across the enterprise driven by the targets identified in

the Enterprise AutomationRoadmap

Automation

EvolveOptimise cohorts of

Digital Workerswith

Physical Workers

whilst accurately

capturing

benefitssavings.


Automated Discovery

Detailed enterprise automation

roadmap – with prioritized

automation targets andsavings

Detailed case forchange

ConsultativeDiscovery

High level enterprise automation

roadmap

A high level case for change–

an indicative outline of apotential

investmentcase

OR

Accelerator Pilot

Process design document for target process

Baselined lead time for legacy process

Technology recommendationfor Automation platform

Pilot Automation platform deployed

Benefits realization statement following the Pilot

Brief internal case study Lessons learned document

Stakeholder engagementmap

Communicationsplan

Release plan for service management andcybersecurity

Automation vision androadmap

High level automation targetarchitecture

Automation final report

6


Xpressway for Automation – Discover phase


We all have opportunities to improve via Automation


On average, a single Digital worker can do theworkload of 3 to 15 physical workers.

Business Optimization IT Optimization Strategic Change

DataMigration

e.g. Legacy System Integration/

Transition / M&A

Service Digitization

e.g. Self Service & Channel Shift

End-to-End

e.g. Connecting Process Islands

FrontOffice

e.g. Customer Support &

Service Desk

Back Office and Clerical

e.g. Admin & Reporting

ITSupport

e.g. Service Desk, System Admin

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Delivering strategic value for our customers:Leveraging our global capabilities and partner eco-system

Accelerating innovation



Fujitsu Digital Workforce

FEATURES

OUTCOMES

$1.1Million Net Benefit

Savings through automationand self service

Across Managed Workplace Services

45% Call Avoidance

Of all tickets created throughSocial Command Center

Across Managed Workplace Services

Over 96.6% Work Reduction

DW has reduced the time tocomplete a task

On average across 10 use cases

+72K Tickets closed withautomation in remote networks

Eliminating the need for Human to connect via VPN to perform tasks

The non-invasive, enterprise strength, scalable solution that is custom-designed to deliver strategic benefits.

Large scale processing

Machine Learning

Virtual Agent

Social Support

Automated Request Fulfilment

Screen Scraping

Process Mapping

Dynamic Dashboard

Natural Language Processing

Portal

Cloud Based

OCR/ICR

fujitsu world tour 2018 automation story.pdf · lessons learned document stakeholder engagementmap...

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