Trust your robot - Jidoka


Trust your robot

Confía en tu robot
17 June, 2015

Jidoka robots specialize in performing repetitive tasks, carrying them out just as people would.

Because of their repetitive, massive, and sometimes tedious nature, these tasks often have an error rate that we must manage, especially in companies in sectors such as BPO, Back Office or Contact Centers. In fact, in these type of companies, it is vital to control error rates, as they are almost always linked to SLA (Service Level Agreement).

Companies carefully study the errors that appear in the execution of processes, constantly working to minimize them. Failure to execute business processes effectively can have a direct impact on economic costs and the image projected towards their customers.

The most common strategies used to control these errors are departments and/or quality processes (QA). These departments review the work done by people to ensure that they are being executed according to an established business or functional rules.

Depending on the stability or criticalness of the process, the volume of transactions validated by the quality departments may change. The most critical or unstable processes can have a 100% revision of the transactions while more stable or less critical processes usually have revisions by sampling.

In any case, and although you may tend to think of this work as a cost, in general, maintaining good control over the quality of your production will always be a good investment. Even so, it is necessary to balance the investment in QA and the profit obtained.

To keep this equation balanced we can innovate a solution using Jidoka robots.

How can an automation strategy help to improve the quality of the processes?

The automation of business processes using software robots provides us with a series of benefits and one of them is precisely that software robots reduce the rate of process errors.

The main errors when people perform repetitive tasks are caused by loss of attention, errors in writing and/or typing, tiredness, and so on. These types of errors are minimized with the use of robots.

Errors in writing, typing, tiredness, etc., are eliminated with the use of robots.

But is it enough with this? Can we blindly trust robots?

We start from the premise that it is a software robot, that is, a program, and as such there may be issues in its operation.

It also happens that computer applications evolve, sometimes without the knowledge or control of the person developing the robot or may even suffer variations in performance or suffer incidents for which the robot is not programmed. In these cases, it can happen that the production carried out with Jidoka robots is generating incorrect results.

Just like working with a human team, we must have a strategy to control the quality of production. The goal is to know, control, and correct.

These objectives do not disappear from those that we can look for with a human team. What changes as a result of complete or partial automation of quality control are the tools we use, and the resources to invest in the QA process.

Knowing / Controlling / Correcting

In Jidoka we have a complete console from which we can monitor efficiently the progress of processes and their results. Among the tools provided by the Jidoka console to keep updated on the execution of tasks we highlight the following:

  • Monitoring
  • Real-time progress indicators
  • Traffic light indicators on the result of each execution
  • Reports
  • Alerts
  • Statistics

Why don’t you develop robots to take care of quality control?

With these tools and proper quality control planning, we can improve our indicators at a much lower cost than doing it manually. Also, why not develop quality control robots? These robots could perform revisions on the result of the tasks in an automated way, such as:

  • Detect inconsistencies in the data entered
  • Send reports with information about the results
  • Generate alerts when indicators exceed established thresholds

In summary, an RPA (Robotic Process Automation) strategy in our production does not free us from the need to control quality, but it does augment our ability in a more effective and efficient way.

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