Bankacılık sektöründe robotik süreç otomasyonu - bir uygulama örneği
Robotic process automation in the banking industry - an application example
Yazar: ÖMER BAŞTÜRK
Danışman: DR. ÖĞR. ÜYESİ SEHER ARSLANKAYA
Sakarya Üniversitesi / Fen Bilimleri Enstitüsü / Endüstri Mühendisliği Ana Bilim Dalı / Endüstri Mühendisliği Bilim Dalı
Derece: Yüksek Lisans, 2023
Konu: Endüstri ve Endüstri Mühendisliği = Industrial and Industrial Engineering
Dizin: Bankacılık sektörü = Banking sector ; Endüstri 4.0 = Industrial 4.0 ; Robotik süreç otomasyonu = Robotic process automation ; Yapay zeka = Artificial intelligence

Özet:
Teknolojinin hızlı gelişimi ve işletmelerin süreçlerinin karmaşıklaşması beraberinde yeni nesil teknolojileri de çalışma hayatına katmıştır. Bu çalışmada dijital dönüşümün etkisiyle çalışma hayatına giren robotik süreç otomasyonu detaylıca anlatılmıştır. Robotik süreç otomasyonu ile birlikte diğer yeni nesil teknolojilerden de bahsedilmiştir. Uygulamada kullanılan ve Robotik Süreç Otomasyonu olarak adlandırılan dijital çalışanlar, insan hareketlerini taklit eden, rutin ve kural bazlı işleri hayata geçiren yazılımsal robotlardır. İş süreçlerinin yönetimini en iyi sağlayan metodolojileden bir tanesi olan süreç yönetimi kavramı da ayrıca anlatılmıştır.
Dijital dönüşüm teknolojilerine en fazla yatırım planlaması yapan sektörlerin başında gelen bankacılık sektörü aynı zamanda iş temposunun ve yoğunluğununda üst seviyede görüldüğü sektörlerdendir. Bankalar, kullandırdıkları kredilerin geri ödenememesi halini düşünerek kendilerini teminat denilen kavram ile güvence altına almaktadır. Bu güvence yöntemlerinden bir tanesi müşterinin maddi değeri de olan araçlarının rehin alınması işlemidir. Bu çalışmada bir bankanın araç rehni teminata alma süreci incelenerek robotik süreç otomasyonu teknolojisi uygulanmıştır.
Araç rehni teminata alma sürecinin büyük bir ksmını gerçekleştiren şube satış birimleri, bankaların hedeflerine ulaşamabilmesindeki en önemli kaynaklardandır. Bu sebeple bu kaynağın mevcut iş yükününün minimize edilmesi önem arz etmektedir. İncelenen sürecin 8 aktivitesi bulunmaktadır. Bu aktivitelerin iş güçleri Tam Süreli Eşdeğer(FTE) yöntemiyle hesaplanmıştır. Sürecin toplam iş gücü 6,8 FTE olarak tespit edilmiştir. Sürecin %86,9'luk kısmı şube satış birimi tarafından gerçekleştirilmektedir. Bu çalışma sürecin %86,9'luk iş yükünü minimize etmek amacıyla gerçekleştirilmiştir. Sürecin analizi gerçekleştirilirken iş akış şemalarından yararlanılmıştır. Tüm aktivitelerin işlem adetleri ve işlem süreleri analiz edilmiştir. Elde edilen analizin sonuçlarına göre çalışanların gereksiz yaptığı aktiviteler tespit edilerek süreç iyileştirilmiştir. Yapılan ilk iyileştirme müşteriden temin edilen araç rehin sözleşmesinin içeriğinin ve doküman tipinin değişikliği olmuştur. Değiştirilen dokümandaki verilerin bankacılık sistemine işlenmesi aktivitesi, robotik süreç otomasyonuna teslim edilerek süreç dijitalleştirilmiştir. Bu aktivitenin mevcut süreçteki iş gücü 4.51 FTE'dir. Yeni süreçte ise bu aktivitenin gerçekleştirilebilmesi için 0,0027 FTE harcanmaktadır.
Bankanın Türkiye'deki tüm şubelerinin, erişebildiği bir ortak windows dosyası oluşturulmuştur. E-mail aracılığı ile gelen araç rehin sözleşmeleri şube şatış birimleri tarafından ortak alana bırakılarak günde 2 defa çalışması planlanan robota teslim edilmiştir. Bu çalışmada sağlanan tasarruf sayesinde bankanın bu operasyondaki hızı arttırılmıştır. İşlem süreleri kısaltılarak, operasyonel iş gücü ve hata oranları minimize edilmiştir. Çalışanlar katma değeri daha yüksek olan işlere yönlendirilerek bankanın insan kaynağına olumlu yönde katkıda bulunulmuştur.

Abstract:
The rapid development of technology and the complexity of the processes of enterprises have added new generation technologies to working life. In this study, robotic process automation, which has entered the working life with the effect of digital transformation, is explained in detail. Robotic Process Automation (RPA) is a software technology that makes it easy to create, deploy, and manage software robots that mimic human actions interacting with digital systems and software. Just like humans, software robots can do things like understand what's on the screen, complete the right keystrokes, navigate systems, identify and extract data, and perform a wide variety of defined actions. But software robots can do this faster and more consistently than humans, without the need to stand up, yawn, or take a coffee break. Robotic process automation has many benefits. For example, it has a cost-reducing effect, it is fast and agile, it directs employees to other jobs with high added value, it can work independently of time, errors are minimized, it works uninterruptedly and provides ease of analysis.
In this study, other new generation technologies are also briefly mentioned. These technologies are internet of things, artificial intelligence, cloud computing and cyber security, respectively. The concept of process management is also explained. In order to understand the meaning and logic of Process Management, the definition of the concept of process should be examined. The concept of process means that the processes are sequenced in succession to the result. Process management consists of stages that include activities such as organizing and documenting interconnected processes within the framework of companies' activities and making performance measurements. Activities that include defining processes, identifying their owners, identifying needs, monitoring performance with necessary measurements and making improvements constitute process management. It is aimed to eliminate the uncertainties and inefficiencies experienced with process management.
The banking sector, which is one of the sectors that makes the most investment planning in digital transformation technologies, is also one of the sectors where the pace and intensity of work is at a high level. Considering the non-repayment of the loans they made, banks secure themselves with the concept called collateral. One of these assurance methods is the pledge of the customer's vehicles, which also have material value. In this study, robotic process automation technology was applied by examining the vehicle pledge process of a bank.
Branch sales units, which perform a large part of the vehicle pledge process, are one of the most important sources for banks to reach their targets. For this reason, it is important to minimize the current workload of this resource. The examined process has 8 activities. The workforce of these activities was calculated using the Full Time Equivalent (FTE) method. The total workforce of the process was determined as 6.8 FTE. 86.9% of the process is carried out by the branch sales unit. This study was carried out in order to minimize the workload of 86.9% of the process. Work flow charts were used while analyzing the process. The number of transactions and processing times of all activities were analyzed. According to the results of the analysis obtained, the unnecessary activities of the employees were identified and the process was improved. The first improvement was the change in the content and document type of the vehicle pledge agreement obtained from the customer. The activity of processing the data in the changed document into the banking system was delivered to robotic process automation and the process was digitized. The workforce of this activity in the current process is 4.51 FTE. In the new process, 0.0027 FTE is spent to carry out this activity.
A common windows file has been created that all branches of the bank in Turkey can access. Vehicle pledge agreements received via e-mail were left in the common area by the branch sales units and delivered to the robot, which is planned to work twice a day. Thanks to the savings achieved in this study, the speed of the bank in this operation was increased. By shortening the processing times, operational labor and error rates are minimized. Employees were directed to jobs with higher added value, contributing positively to the bank's human resources.
While preparing the study, 19 different robotic process automation and process management studies were examined. Some of the studies reviewed are as follows. Some of the studies reviewed are as follows. One study describes how the pandemic is a huge reason for airline companies to reduce their costs. In order to reduce costs, the benefits of using low-budget Robotic process automation technology are mentioned. In the study, the usage areas of Robotic Process Automation for airline companies are mentioned. Examples of these areas are flight cancellation, reservation management, refund, ticketing, PNR change tracking. In another study, while discussing the role of AI (Artificial intelligence) and RPA interaction in providing possible automation of repetitive business processes in various workspaces, they specifically examined the features of the RPA architecture of the UiPath solution. Assistive tools such as voice command detection, speech-to-text, visual recognition, chatbot, OCR (Optical Character Recognition), IDP (Intelligent Document Processing), which entered our lives as a result of learning and processing by artificial intelligence, support monotonous or routine business processes by filling the gaps on RPA. and facilitated. In this study, it has been suggested that robots that do not get tired and do not tend to get away from the long monotony will be helpful in departments that are interested in collecting and processing information, which can also be done by humans, such as accounting, human resources, sales, purchasing, logistics. Another study was carried out in the field of medicine. They suggest that tele-ocular (Tele-ocular) scanning for glaucoma can be further developed with the integration of RPA, and the average processing time per user can be reduced by 75%. It is thought that making use of RPA in healthcare can help reduce the time and resources required to perform repetitive tasks. Within the framework of the glaucoma screening system, which was tested with 68 patients and health personnel of a rural hospital in Thailand, a prototype was quickly created with the personal information and examination histories of the existing patients, and the data was displayed from both local and remote hospitals. In this study, in which the waiting and processing time of repetitive tasks was reduced from 95 minutes to 23 minutes (about 75%), it is thought that RPA helps to increase the cost-time efficiency of the Telemedicine system, such as patient record conversion and updating, fundus image processing, patient history management analysis. It is aimed to improve processes using RPA. [11:20] Ömer Baştürk
In short, Robotic process automation is capable of being applied to every field where there is a computer and work is done on a rule-based basis. Thanks to this capability, many jobs are digitized and personnel resources are used more efficiently. In the future, most of the work will be done by such software robots. Thanks to this study, it has been shown that it will be possible for humans to work with robots. In the very near future, most of the work in many sectors will be performed by software robots. Human resources, on the other hand, will be more beneficial to the businesses they work with by realizing more valuable works.