Manish Sharma, group operating officer at Accenture operations, takes charge of the $6 billion unit with over 141,000 employees on March 1, as part of Accenture’s recent reorganization.
Accenture’s operations division has the largest robot workforce in the industry, topping 63,000, the incoming head of the unit told ET. The company, however, does not forecast robots replacing humans.
Manish Sharma takes charge of the $6 billion unit with over 140,000 employees on March 1, as part of Accenture’s recent re-organization. “I don’t want my people anywhere in the world to do boring jobs. We call it MRPT — measurable, repeatable, predictable and transaction work — that our people will not do,” Sharma told ET in an interview. “That will be done by robots and our people will be the supervisors of robots.”
Sharma said automation should be a goal in itself as companies look to make processes more efficient. “If you have wasteful processes, and you automate them, that does not help. We don’t automate processes if it doesn’t meet certain criteria. You have to design the process and get to the core of the issue,” Sharma said. Accenture’s Synops platform allows it to map a process, closely follow how a single agent performs a task, and then create a potential framework to automate parts of it. This then allows the agent to focus on problems that the automated system had been unable to resolve.
Sharma, who completes 25 years at Accenture this March, said he wants to ensure that Accenture continues to be a market leader in the industry.
“The big shift that we are looking at is trying to drive massive innovation at a huge scale for our clients. The industry earlier was built around how many full-time equivalents (billable employees) you had. And, we are now saying we are partners with our clients to deliver business outcomes,” Sharma said.
In moving to an outcome-based model, companies link their fees to the results they can produce for clients, either in the form of cost-savings or faster processing with fewer issues.
BPO companies are increasingly moving towards outcome-based models.