ImprovingEfficienciesandCustomerExperienceThroughRobotics

Technologyishereandworking.Abilitytohandlelarge volumes.

Worksasinstructed.Pricesrangefromfreetohowmuchdoyouhave.

Notprogramming monkeysee,monkeydoItwillbreak,buteasytofix.

Notatechnology problem- adeploymentproblem

37BioCostbase- 25mnCustomerBase

13BioCostbase 200mn CustomerBase

AUD1515perCustomer

AUD65perCustomer

Unique,ComplexandComplicated

Dealing with Elephants

System Thinking

RegulatoryChangeAlertsThomsonReutersRiskManagementServices(2015)

43420

Fakeituntilyoumakeit?

16

GoWidevsGoDeepHowtoinstitutionalise

low

Pilot Scaled

Silo Institutionalised

high

highWide

Dee

p

RunaPoC?

RunaPilot?

Optimiseforimmediatevalue?

Optimiseforfuturevalue?

The future? Manufacturing.

FromProductionLinetoPitStop Processing

SnowflakeProcesses

Ourresearchshowsthat92%ofcompaniesbelievetheirorganizationaldesignisnotworking,yetonly14%knowhowtofixit.

Theanswer,aswevediscovered,istoempowerpeopleinsmallteams,linktheseteamstogether,andbuildanorganizationalculture thatkeepspeoplealigned andlets peopleinnovate,deliver,andservecustomersonthefrontline.

JoshBersin

PrincipalandFounder,Bersin byDeloitte

Culture

22Getting Buy-In is Complicated

2495% of Errors are Human Errors

25

action errors:eithernoactionistakenwhenrequired,thewrongactionistaken,orthecorrectactioniscarriedoutbutonthewrongobject

checking errors:whenthesystemrequirescheckstobemade,thechecksareomitted,thewrongchecksaremade,orthecorrectcheckismadeonthewrongobject

retrieval errors:wheninformationisrequired,eitherfromhumanmemoryorfromanotherreferencesource,itisnotreceivedorthewronginformationisreceived

transmission errors:wheninformationhastobepassedtosomeoneelse,eithernoinformationissent,thewronginformationissent,oritissenttowrongplace

diagnostic errors:whenanabnormaleventarises,theactualsituationismisinterpreted decision errors:whenthecircumstanceshavebeenconsideredthewrongdecisionis

made.

Key Error Modes

26Theresultsshowedthathumanperformancecontributedsignificantlytoanalyzedevents.Twohundredandseventyhumanerrorswereidentifiedintheeventsreviewedandmultiplehumanerrorswereinvolvedineveryevent.Latenterrors(i.e.,errorscommittedpriortotheeventwhoseeffectsarenotdiscovereduntilaneventoccurs)werepresentfourtimesmoreoftenthanwereactiveerrors(i.e.,thoseoccurringduringeventresponse).Thelatenterrorsincludedfailurestocorrectknownproblemsanderrorscommittedduringdesign,maintenance,andoperationsactivities.

Office of Nuclear Regulatory Research

Notwithstandingtheproliferationoftechnologyandtechnology-basedriskandcontrolsystems,ourbusinessesultimatelyrelyonhumanbeingsasourgreatestresource,andfromtime-to-time,theymakemistakesthatarenotalwayscaughtimmediatelybyourtechnologicalprocessesorbyourotherprocedureswhichareintendedtopreventanddetectsucherrors.Thesecanincludecalculationerrors,mistakesinaddressingemails,errorsinsoftwaredevelopmentorimplementation,orsimpleerrorsinjudgment.Westrivetoeliminatesuchhumanerrorsthroughtraining,supervision,technologyandbyredundantprocessesandcontrols.Humanerrors,evenifpromptlydiscoveredandremediated,canresultinmateriallossesandliabilitiesforthefirm.

Goldman Sachs 10-k Securities filing

DATAELEMENTS

INSTRUCTION

A B

C D

HUMAN LOGIC

System Tables

E F A CE F

TECH. LOGIC

G H

A CE FG H

QA

CustomerOriginHumanEnrichedTechEnrichedExternallySourced

Receipt

DataflowinatypicalprocessInput

Addsinformationrequiredbythesystemtooperatecorrectlyandrejectsinformationwhichisnotinareadystate

Systemlogicvalidatesandenrichesdata

Dataisstoredinthesystemsdatastore .

Integration

ExternalDatasetsvalidatedatthetimeofcapture

Butrealityisfarmorecomplex

DATAELEMENTS

INSTRUCTION

A B

C D

HUMAN LOGIC

System Tables

E F

A CE F

TECH. LOGIC System A

G H

A CE FG H

QA

CustomerOrigin

HumanEnriched

TechEnriched

ExternallySourced

Step1SystemA

Integration Logic System A

HUMAN LOGIC

System Tables

TECH. LOGICSystem B

K L

Step2SystemB

I J

A DCH

A DC

HI J

I J

K LM

N O

N O P

N O P

K L

S

P

M

HUMAN LOGIC

System Tables

TECH. LOGICSystem C

Q R

Step3Systemc

A

A

U

S

Integration Logic System C

K L M

Q S

U

QA QA

UserLayer/ProcessLayer/StorageLayer

M

Automationismucheasierasnochangerequiredtoexistingsystems

E F

ADC

I J N O P

HUMAN LOGIC STEP A

1) Data Capture Instruction

HUMAN LOGIC STEP B HUMAN LOGIC STEP C

Control Logic allocates Instructions to relevant Enrichment Teams using Inversion of Control Principles and

invokes robots when ready

2) Enrich Data

AD

C

BStarting Data Set

A

D

E F

I J

N O P

A CE F

A DCHI J

N O PK L MA

A C

Simple Data Capture Screens

Robot Procedures moves data through existing screens, harvest data fields for later reuse

where required.

H

K L

Capture ExecuteEnrich

ByProcess ByProcessByCapability

UseMachineLearning

Data OrientedProcessing

32

Enabling Operational DigitalTransformation

DataOriented Processing

CaptureByseparating datacapture fromother

elementswe can ensure inputquality

on the way in,andwe create aninitial

dataset forthe AIplatform.Ideally

this isdonebythe customer directly.

What does it MeanYou can expose allinteractions to

analytical tools inrealtime,enabling

salesandriskopportunities tobe

acted upon asandwhen ithappens.

EnrichmentWe optimise enrichment capture bycapability

teams,providingbenefits across products and

services.Thismakestheir job moreefficient,and

also enable the AIplatform tosee what isbeing

doneandpropose likely enrichments byitself.

ExecutionSince our focus istocreate datasets

we are able toleverage existing

corporate assets likeAPIsand

Interfacesaswell asusing RPA.If

nothing isavailable,we optimise for

humancapture.

StopDoing StartLearning

ProcessesasCode

You might need a Partner

FromNo learningtoDeep Learningintheworkplace.

Aimtolearnsomethingnewineveryinteraction.

Humansastrainers.

TheworkbecomesmanagingtheDataandunderstandingitspurpose

Alwaysstartwhereyouhavevolume,notwhereyouhaveproblems Makeitbetterforyourcustomers Lookoutsideyourorganisation andindustry easiestwaytoimprovementiscopyingsomeonewhoisalreadygreat LeanFlow

AcultureofAgilityrequiredifferentapproaches- LetitGo Developdigitalskills,capabilitiesandaptitudesFocusonyourexistingareasofstrengthandbuildoutfromthere(with,notto yourpeople)

Speedupyourroboticsjourney getoutofthedoing Learnsomethingineveryinteraction MachineLearning BelikeBatman partnerinwhereyoudonthavetheskills,butdevelopyourpeople

Weareall intechnow.

ToDo