Start with the basics to deal with disruption

Julie Sullivan talks about why enterprises need to get the fundamental building blocks of service delivery right before they can achieve large-scale business benefits from intelligent automation.

 Part of our 2019 Trends podcast series


There’s no question that the potential business benefits RPA, artificial intelligence, machine learning, and other types of intelligent automation can deliver are exciting. But imagining the possibilities often distracts enterprises from remembering that the fundamental building blocks of superior service delivery must be in place in order to succeed.

Counter-intuitive as it sounds, innovation can’t happen on a large scale unless organizations first understand how well they’re delivering their services, where they want to go, and what delivery model will help them get there…and then make appropriate fixes before jumping into intelligent automation with both feet.

In this podcast, Julie Sullivan, leader of KPMG’s Shared Services and Outsourcing Advisory practice in Canada, sat down to discuss:

  • Why volatility in the stock market will drive enterprises to strike more deals with external providers, and why it’s vital that they have their service delivery model and vision in order before they do
  • Why the hype around intelligent automation-driven automation will fail to deliver the hoped-for ROI unless the implementations are supported by a solid framework
  • Why enterprises need to buckle down, in earnest, on their strategic planning not only for retraining existing personnel and attracting new employees with the skills needed to exploit the benefits of intelligent automation, but also for “what’s next?” for this high-demand talent.

This is one of many installments in our 2019 Trends podcast series. Tune in regularly to hear the others.

Julie Sullivan

Julie Sullivan

Partner, Procurement and Business Services, KPMG Canada