Namrata Butch’s Post

Transcript

Hello and welcome to our podcast The AI Accelerators. Explore, innovate, Transform If your RPA developer who ensure that you will get all the information you require before your development gets started. Yes RPA Business Analyst However, did we ever think that what kind of issues and challenges? They are facing while doing discovery and analysis of the process. So let's gear up to hear this. In this podcast, The Challenges in a Life of Business Analyst. We have our guest Mitesh with us here. Hi Mitesh, how are you doing? I'm doing great. Thank you. How are you? I'm also good. Thank you so much. OK. So uh, you have you know good and vast knowledge of business analyst role in your career. I'm sure you have got opportunity to talk to various clients located in a different countries and there is always a challenge you have faced that about a time zone and even something related to language barrier or maybe pronunciation related problems. So how how these challenges are the barriers? In understanding the requirement and how this challenges should be managed. Uh, I think, uh, this is part and parcel of the game that we are in. I think since we have clients for this, the, you know, all across the globe you will have people from different parts of the world where you know languages are different, lingos are different. Even there, even though we all are speaking the same language, which could be English in most of the cases, the way they pronounce words and he pronounce words, it's it's completely different. Yeah, so there is no golden rule as such here. I think practice makes man perfect in every every case. So over the period of time you know once you are exposed to a similar pattern of clients you tend to you know grab things very quickly. To begin with. I would say try to capture keywords whenever and wherever possible. Do not be shameful in reiterating and repeating yourself as to you know what you heard is right or wrong are you should do. That quite often, you know, every time you would say something, I would, you know, pause him whenever possible and probably ask him what I've understood is so and so. Do you think I'm on the right page? Yes, go ahead. No. Then we can probably have a reject. So I think that's the key when it comes to understanding different lingos. Sending moms after each and every call may also help sometimes. So that if you've missed anything, you know, probably that can be caught. Get him that itself. And yeah, you know manage your clients calendar wisely, you know, and just ask questions whenever and wherever needed. Repeat yourself. Don't be ashamed of it. So I think that that's that's. Yeah, and uh, one more key aspect to add to the same Namrata is to have your calls, all the meetings that you have with clients, especially have them recorded. So you know, whenever there is a misconnect, after a day or two, maybe when you're working on your documents, you can always go back to the recording and that should sort everything out. Yeah, correct. So uh basically of recording a call and sending the MO will surely help and other things whatever you mentioned will surely help in you know, simplifying this language barriers at least. So let's say if you establish a good communication bond with your client, but when it comes to, you know, convincing the client for identifying new opportunity or approving the certain you know process for automation, you have to give some statistics. Right. Let's say meet you have to measure ROI and prove those things so that they can, you know, approve that process and maybe they can approve it for automation. So how difficult is this and what problems you usually face during, you know, handling these statistics and calculation and convincing them for automatic? Uh, see one thing is a proven factor. Wherever RP automation is possible, it will only make you know one once job easier. So when it comes to our ROI, missing any information from client is a major challenge. I think the key here is to establish clear metrics and key performance indicators. That's KPIs to measure the right returns and the investment of any RP initiatives. Demonstrating the value of automation to the stakeholders is also crucial. Uh, so that you know you have a continuous support and continuous funding from sponsors. Mm-hmm. OK. So uh, what I have seen from my experience is it most of the time this happens that requirement changes after approval of the documents such as PD&D as well and even sometimes a client asks us to do certain changes after UAT as well. So in this change management what is the role of business analyst? Well, that's a very valid question in today's world. You know, client requirements are ever evolving and to an extent we can't really blend them because you know, the times are such that things keep changing. So I can imagine a situation where in all your documents are in are in place, most of them are signed already, maybe a PDR, even an STD, but client may still come back to you. And a cliche as it goes, client is always a king. You definitely have to entertain. There there are no two ways about it. Probably, uh, I would say, if it's uh effort uh, which is manageable. If it's not working too much of work shift from our developers. We can probably include those, probably have them implemented with a with a warning sugar coated to the client. But of course if it's a effort which is going to take a while for even our developers, they probably will have to, you know, put it across as a change request. And there is an aspect to it most of the projects that. We currently are working on at least working of myself are in agile methodologies. So in agile you have this advantage wherein you know you can work in sprints and you know go always go back to the client, verify those threads and only then move to the next day. So I think the key answer here is to have them proceeded via change request and follow agile methodology wherever possible. That's what I would say is surely help actually moving to. Dial and UH managing the change request in a proper way, uh will definitely solve this problem at some extent. So as a business analyst you have to work with you know multiple client at the same time and also from client to client domain will get changed and to have a knowledge of every domain is very difficult. So in that case like how do you do such preparation for every type of you know. Different domain while talking to client. Ohh, well that's that's definitely a major challenge that we face because I personally have come across you know clients ranging from banking domains to financing, HR, even operations and having knowledge of all these domains for one particular personalities. It's very difficult, difficult but as we all know it's an ever evolving system, system may keep changing and so do the business. And it goes vice versa. So I think the key here is that one needs to keep himself updated on the latest trends and the systems which the business uses. And with all the advancements specially in RPA tools along with RPA tools as we are in automation word, we should also be well versed with latest AI and other automatic technologies that are continuously improving. And that will help us optimize the existing processes. I would say in my free time I tried to play around with different systems because when you are a VAU do get you know accesses to various systems that client. So in testing environment you can try different things and you know gain as much as you can. That's the. Yeah, yeah that this, this will surely help our audience like how to deal with that different domain issues. And also like I have see like there will be different type of client like they don't mostly understand you know technologies and tools related things. So there will be always concern about process and technologies amongst our client. They usually ask on you know how bot will do such action. If we are doing it like this, how bot will calculate the amount or how what will do this action kind of thing. So these are the common questions and also related to you know technologies and certain tasks how what we'll do they usually ask these kind of questions. So how you deal with such scenarios when your client will ask such questions? Yeah, as you pointed out uh, clients may or may not be well versed with the latest automation trends. So for them the very funny thing is when we say it's a bot will be taking over all your processes, one thing that strikes their mind is it will be some kind of robot that will be going to work. So that's the ground level. You know explanation that you have to put across to them is that bot is you can consider it some kind of software. Which will do things on your behalf. You just have to show us the clicks and replicate. So I think UH taking ownership of everything is something that is a BS duty here. So determining the process sustainability for automation, updating the stakeholders regarding the benefits, all the kind of risk or impacts that are could bring about his very crucial stakeholders. They have different expectations or concerns about the integration of automation. But it's always a duty of eight to you know mold those expectations to the right path and. Well, tell them what is possible and what is not. You know, with the confidence of mind and I think that should sort it, yeah. And with the, you know, technical and non-technical person, you have to talk in such a way that they understand what you are saying. Yeah. OK. OK. Yeah, that's correct. OK. And there is always a major concern and I can say not concern but insecurity amongst SME's about the fear of losing their job because what is doing their task. So is this scenario is everywhere when when we introduce a robot or a bot to them, right. So how you make comfortable environment for your client in this scenario if they have this kind of insecurity? OK, uh well uh, I think job retentions are happening left, right and center. It doesn't really have anything to do with RP implementation to be very honest and just have to, you know, convey this factual thing to the client. That's trying to automate the things. That doesn't mean their jobs are at stake. We are. What we are doing is we are just taking out those monotonous and repetitive tasks out of their To Do List so that they can, you know, use their expertise and their time on things which will make more sense, which will bring about more profit to their organization. So that's the actual idea behind our, you know, RP. We got to make them understand that RP is only here to simplify your work and to simplify your life so that your life and work balance is, you know, stable. They can always focus on better things in life, even in work and even in their personal lives. Letting RPA do they do its thing. There are lots of loopholes in current operational practices either, so even if we go about correcting. All those loopholes, it would take us at least three to four decades. That's my personal opinion. RK is just to, you know, take care of those loopholes. That's what my personal understanding. Yes. Yep, any of UH. With this you have to convince your UH client. Basically like it will not take their job, it will make their task easier enough. Yeah, absolutely. Because you know. There are advancements in every fraternity, in every stream that you see around. Thank you Mitesh for sharing this your experience and I hope our audiences will surely get some ideas to tackle these issues especially our bias out there. And do you want to share any other last thoughts on this or any other challenges which I missed out? Uh, yeah, thanks. First of all, Namrata for UH letting me have my word on this platform. I think addressing these challenges as a BA requires a combination of, you know, technical expertise, effective communication skills or to an extent or strategic mindset. When you have a collaboration of all these things with your stakeholders, your internal and external items and all the other relevant departments, that is the key to overcoming all the challenges and ensuring the successful. Fragmentation of re schedule, that's what I I believe in. Yes. So see to give us exact and accurate requirement and make sure our development will get easier, what different type of challenges our business analysts are facing. I mean it's incredible how they are handling these issues and it will never come to us, the developer. Thank you, Mitesh, for sharing this, sharing your thoughts with us on this and joining this podcast. Thank you. My pleasure. Thank you. So that's the rapper for today's episode. Stay tuned and do like and share our podcast and appreciate everyone around you for doing incredible job they are doing. Thank you.