Reflection – Learning Launch

Challenge

Digitizing the core in our organization which is pharmaceutical manufacturing company, we are in  process of converting all manual paper records of medicine manufacturing into electronics using an  application called MES (Manufacturing Execution System). We completed the process of ditization in  one of our biggest site and the application being used by 1500+ persons.  (Operators/Supervisors/Managers from QA/warehousing and production/Packaging), supported by  2 member team of application administrator. On an average 200 password reset request being  received round the clock which needs to be reset immediately to avoid production downtime. It was  not handled efficiently by a member of two team. I analyzed the current time required to reset  password is more than 70 minutes always which includes request raising , approval of request by  HOD, password reset by application admin and then password reset communication. One password  request involves 3 different users and approvals. Actual password reset process is only 5 min. IT was  high as availability of approver and admin was a concern along with the different application to reset  password.

Selection

Considering the severity of the problem, we decided to have immediate solution as it was impacting  productivity. After brainstorming internally the team come up with few ideas which can be tested  quickly on existing workflow or external solution.

Application

We studied existing work flow password reset and identified that Raising request for password reset  (10% of time) + Approval of request (30% time) + Password reset (30%)+ communication back to  user (30%). Overall 50% time was due to the bandwidth of approver and application admin. (Both  busy in regular activity on shop floor taking rounds and not available on system).

With first hypothesis we proposed to remove approver from request as user is already valid and why  he need HOD approval. which will eliminate directly 30% of time and user can access a password by  using toll free number from common land line (Mobile not allowed on Shofloor), which will eliminate  10% from Communication. Overall improvement of 40% of the time saving.  When we actually  changed workflow and created toll free number and tested with user. This idea didn’t materialized  as Communicating back password reset over phone was violating the password sharing policy which  was current problem left unresolved and moreover availability of the admin was not addressed.

Our alternate hypothesis was to automate entire process and limit using existing password reset  portal for new user creation only  and not for password reset. We decided to make a use of RPA  (Robotic process automation) which was quickly implementable in a 4 weeks. In this workflow user  will click a link and enter his id and submit. Software Robot (BOT) will take this request and login into  user management of MES application and set password and update reset password back to same  link. This was tested and accepted by user core team group. This process removed complete human  dependency once password request submitted on to link. Time required to reset reduced from  median  70 min to less than 5 min.

Insight

Learning launch tool is allow us to fix the problem which hurdle in application usages acceptance. It  allowed us to give confidence to the user who saw their ideas going into reality, getting tested and  validating the desired output.  In this case Robotic process automation gave us meaningful    outcome which was beyond user experience and expectation.

Approach

Business user has two more scenarios where RPA can be implemented. Learning launch is effective  tool to give the visibility of solution to the user.  In the new project i would like to apply this  technique more effectively with wire frame and prototypes to approach user in early stage of project  before development starts where we will ensure that all suggestions from user can be incorporated.


Reflection – Learning Launch Challenge Digitizing the core in our organization which is pharmaceutical manufacturing company , we are in process of converting all manual paper records of medicine manufacturing into electronics using an application called MES ( Manufacturing Execution System ) . We completed the process of ditization in one of our biggest site and the application being used by 1500 + persons . ( Operators / Supervisors / Managers from QA / warehousing and production / Packaging ) , supported by 2 member team of application administrator . On an average 200 password reset request being received round the clock which needs to be reset immediately to avoid production downtime . It was not handled efficiently by a member of two team . I analyzed the current time required to reset password is more than 70 minutes always which includes request raising , approval of request by HOD , password reset by application admin and then password reset communication . One password request involves 3 different users and approvals . Actual password reset process is only 5 min . IT was high as availability of approver and admin was a concern along with the different application to reset password . Selection Considering the severity of the problem , we decided to have immediate solution as it was impacting productivity . After brainstorming internally the team come up with few ideas which can be tested quickly on existing workflow or external solution . Application We studied existing work flow password reset and identified that Raising request for password reset ( 10 % of time ) + Approval of request ( 30 % time ) + Password reset ( 30%)+ communication back to user ( 30 % ) . Overall 50 % time was due to the bandwidth of approver and application admin . ( Both busy in regular activity on shop floor taking rounds and not available on system ) . With first hypothesis we proposed to remove approver from request as user is already valid and why he need HOD approval . which will eliminate directly 30 % of time and user can access a password by using toll free number from common land line ( Mobile not allowed on Shofloor ) , which will eliminate 10 % from Communication . Overall improvement of 40 % of the time saving . When we actually changed workflow and created toll free number and tested with user . This idea did n’t materialized as Communicating back password reset over phone was violating the password sharing policy which was current problem left unresolved and moreover availability of the admin was not addressed . Our alternate hypothesis was to automate entire process and limit using existing password reset portal for new user creation only and not for password reset . We decided to make a use of RPA ( Robotic process automation ) which was quickly implementable in a 4 weeks . In this workflow user will click a link and enter his i d and submit . Software Robot ( BOT ) will take this request and login into user management of MES application and set password and update reset password back to same link . This was tested and accepted by user core team group . This process removed complete human dependency once password request submitted on to link . Time required to reset reduced from median 70 min to less than 5 min . Insight Learning launch tool is allow us to fix the problem which hurdle in application usages acceptance . It allowed us to give confidence to the user who saw their ideas going into reality , getting tested and validating the desired output . In this case Robotic process automation gave us meaningful outcome which was beyond user experience and expectation . Approach Business user has two more scenarios where RPA can be implemented . Learning launch is effective tool to give the visibility of solution to the user . In the new project i would like to apply this technique more effectively with wire frame and prototypes to approach user in early stage of project before development starts where we will ensure that all suggestions from user can be incorporated .