What is a Managed COE?  

Posted: 03/17/2018 - 04:12

When considering Robotic Process Automation (RPA), a lot of adopters have made the strategic call that they want to create their own RPA capability internally. They want a Center of Excellence (CoE). It can be a comprehensive CoE or it could be components that are stitched together with other third parties, for instance. They want analysts that can identify and scout for good processes for automation and change. Or, they have the need for configuration, testing, ongoing monitoring of the automation, as well as maintenance and support.

Many of these organizations have tried to build CoEs. But what we have found is that it’s not something they have done before. Often there is lack of capabilities and talent, especially since RPA is in high demand right now. So, if you add RPA to your CV, you’re instantly very attractive. As a result, the retention rates for these internal CoEs have been poor and costly. You spend a lot of time trying to find these candidates, getting them trained and getting them aligned to the plan and have them walk out the door. That sets them back months.

What we have started to do for clients is what we call a Managed Center of Excellence (M-CoE). It has all the strengths of a dedicated team that is working the client’s transformation, identifying processes, configuring, supporting, but the added bonus is that it’s our people. So, we recruit them and we train them under our methodologies that are battletested. We have done digital transformation for years. Bumps, bruises and scars have made us very good at what we do, and we can dedicate this experience directly for the client. We think that a managed center of excellence gives you the talent, momentum, and strength and potential of a center of excellence but solves a lot of problems that we are seeing in enterprises today.


About The Author

Ian Barkin's picture

Ian Barkin is chief strategy and marketing officer for SYKES. Ian co-founded Symphony Ventures, a managed services firm specializing in intelligent automation (IA) and robotic process automation (RPA) acquired by SYKES in 2018. Ian hosts  OneTAKE, a series on emerging technology, the future of work, and more. He holds an MBA from MIT Sloan School of Management and a BA in Economics and Psychology from Middlebury College. Along with Pascal Bornet and Jochen Wirtz, Ian is the co-author of the best-selling book, Intelligent Automation: Welcome to the World of Hyperautomation.   

Connect with Ian on LinkedIn.