Global Multi-Brand QSR Company Establishes RPA Center of Excellence & Demand Management Playbook

The Client

This global, QSR food retail company operates over 50,000 restaurants in more than 150 countries. They are one of the world’s most loved, trusted, and fastest-growing restaurant brands in partnership with the business’s best franchise operators.

EMPLOYEES: 34,000+
INDUSTRY: Food Service / Restaurant

The client began its Robotic Process Automation (RPA) journey at the beginning of 2020, and they needed support to establish a foundation for rapid automation and implementation of RPA throughout its 50,000 restaurants.

Smartbridge has extensive experience in restaurant automations

The Project Scope

The company’s leadership identified Automation as a strategic corporate initiative. Smartbridge identified three critical foundational elements that the company must establish to scale up the RPA program successfully:

  • Design an RPA Center of Excellence (CoE) that includes the structure, roles, and resources to successfully implement and manage RPA effectively within the organization.

  • Create a Demand Management Playbook that can be used to identify, evaluate, and funnel automation opportunities into a roadmap.

  • Provide guidance for the typical functions and processes that the restaurant group may consider for automation.

demand management playbook

Key Challenges

  • The restaurant group didn’t have a defined RPA operating model, governance processes, or steering committee to help set the strategic direction and provide oversight to prioritizing the automation opportunities.

  • The organization lacked an internal, defined RPA delivery methodology for development and support.

  • There wasn’t an existing process in place to assess business capabilities that would benefit from automation in order to prioritize a pipeline of RPA opportunities for other internal business processes.

The Smartbridge Solution

Smartbridge developed a series of deliverables, providing a strategic guide to develop their RPA Center of Excellence, a Demand Management Playbook, and an RPA Journey Roadmap. These deliverables present a clear guide on the processes, people, and technology components to govern and maintain a successful RPA deployment. Further, these key deliverables cover elements such as: operating management, change management, governance, policies, standards, CoE organization, steering committee, infrastructure, demand, pipeline management, and more.

  • A tailored RPA framework and foundation to scale and sustain the RPA program.

  • A detailed primer for implementing an RPA Center of Excellence, including capabilities, resourcing levels, automation focus, and delivery cycle goals needed at each step of the crawl, walk, run, and fly methodology.

  • Metrics to measure the performance of the RPA program.
  • A Demand Management Playbook with defined steps to identifying, assessing, analyzing, prioritizing, sequencing, and approving the pipeline of automation opportunities.

  • Tools to analyze processes, prioritize processes, and calculating a return on investment at the process or task level.

  • ROI model to analyze the processes that provide the highest value when automated to the organization.

demand management playbook

Success Through a Modernized Implementation

The results of the solution delivered by Smartbridge provided the global restaurant group with new capabilities immediately with actionable recommendations, and a clear path to hyperautomation through a “crawl, walk, run, fly” RPA maturity methodology. The deliverables provided the organization with immense value and included:

  • Pitfalls to avoid and recommendations on how to steer clear of them.

  • Established a governance model to improve long-term sustainability.

  • Planned objectives per quarter required to have a successful implementation.

  • Ability to analyze the return on investment of opportunities to prioritize the optimal automation pipeline.

  • Capability to evaluate the resources allocation requirements needed to deliver at every step of the roadmap.

  • RPA-specific, security best practices designed to protect against new risks introduced by the automations.

  • RPA Citizen Developers Guide to improve training and technical knowledge transfer in order to speed up RPA development and reduce technical debt.

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