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Ricoh Europe : Les impacts des interactions humains - machines au sein des services financiers

Ricoh dévoile les résultats issus d’une nouvelle étude intitulée : Humans and Machines, réalisée par The Economist Intelligence Unit et parrainée par Ricoh. Ce livre blanc fait état de l’impact de la technologie sur la créativité et l’intuition humaine et plus particulièrement au sein du secteur des services financiers. Dans ce secteur, les changements apportés par la technologie ont des impacts négatifs et positifs. Une décision automatisée prise par un programme informatique a généré une augmentation d’un tiers (37%) des coûts des services financiers, au moins une fois pendant les six derniers mois. De plus, près d’un répondant sur trois (31%) a indiqué avoir perdu des clients pendant la même période et pour les mêmes raisons.

“Ces résultats illustrent la nécessité d’agir rapidement,” déclare Enrique Calabuig, Directeur Général de Ricoh France. “Mettre en œuvre des processus automatisés au sein d’une entreprise du secteur des services financiers peut être source de bénéfices importants. Et bien que la technologie puisse fournir une intelligence supplémentaire, il est crucial que les processus soient régulièrement revus ou mis à jour par des spécialistes afin d’assurer la conformité aux réglementations et aux normes de sécurité pour assurer l’efficacité de l’infrastructure. Lorsque les processus sont optimisés et les systèmes interconnectés, l’environnement de travail est alors plus créatif et collaboratif afin de mieux répondre aux besoins des clients ».

D’après le livre blanc, les responsables des services financiers reconnaissent que l’automatisation est une source de valeur ajoutée pour l’entreprise et que l’intervention humaine peut parfois être secondaire. En effet seuls 8% d’entre eux déclarent que l’imagination ou l’intuition jouent un rôle clé dans le domaine des réglementations et 6% en matière de sécurité de l’information. Toutefois, pour la majorité des chefs dirigeants, l’intervention humaine reste cruciale dans la relation clients (pour 46%) et dans la gestion des risques pour 31%.

Selon les dirigeants (48%), le plus grand défi technologique pour les services financiers reste la capacité du secteur à interconnecter les systèmes les uns avec les autres.

« Suivre le rythme des changements technologiques et assurer l’interconnectivité des systèmes n'est pas chose facile. La technologie évolue plus rapidement que les processus ou les méthodes disponibles pour l’exploiter. Afin de créer des systèmes interconnectés et efficaces, le secteur des services financiers doit optimiser les processus et changer les méthodes de travail traditionnelles. De plus en plus, les responsables des services financiers externalisent la gestion de ces tâches à des prestataires spécialisés. Par conséquent, ils bénéficient de tous les avantages tout en redonnant à leurs collaborateurs du temps pour se consacrer à leur cœur de métier », ajoute Enrique Calabuig.

Les responsables des services financiers reconnaissent unanimement que les technologies les plus récentes ne doivent pas être considérées comme la seule voie de réussite à long terme. Près des trois quarts des répondants (71%) confirment que la technologie à elle seule, sans processus pour l'intégrer, n'apporte que peu de valeur. Pour 86% d’entre eux, les interactions homme-technologie ne peuvent ajouter de la valeur que si l’on fait preuve de plus de créativité dans les processus d'interconnexion.

Enrique Calabuig conclut: « Il est évident que dans le secteur des services financiers, la technologie joue un rôle essentiel dans le développement de nouvelles idées. Nous avons la possibilité de créer un avenir où la technologie enrichit les compétences humaines et peut même élargir le champ de la créativité et de l’innovation humaines. Les avantages ? L’amélioration de la réactivité de l’entreprise sur le marché, la capacité d’améliorer la relation client grâce à des processus plus efficaces, qui assurent la conformité de l’entreprise ainsi que la sécurité de ses données. »

Téléchargez le livre blanc ici : www.ricoh.fr/thoughtleadership

À propos de l'étude

L'analyse de cet article, et l'important livre blanc associé, sont basés sur un double programme de recherche réalisé par l'Economist Intelligence Unit. La première partie est une enquête menée auprès de 432 cadres supérieurs (dont 63 dans le secteur financier) en novembre et décembre 2012, pour explorer leurs opinions sur les interactions entre la technologie et l'imagination dans leurs organisations. L'échantillonnage est global, réunissant des nombres équivalents de répondants contactés en Europe, en Amérique du Nord et l'Asie-Pacifique. Tous les répondants occupent des postes de direction supérieure : 50% appartiennent à la classe C ou siègent au conseil d'administration. Ils représentent plus de 20 secteurs d'activité, outre les services financiers. Les autres secteurs les plus fortement représentés incluent l'éducation, le secteur public/ gouvernement (dont la santé), la fabrication et la technologie. Un peu plus de la moitié des entreprises de l'enquête (53%) ont un chiffre d'affaires annuel de 500 millions US$, et presque une sur cinq a un CA égal ou supérieur à 10 milliards US$. L'étude a été complétée par une série de vingt interviews approfondis avec des prescripteurs d'opinion de haut niveau dans les domaines des affaires et de la technologie, et des membres de la direction supérieure de grandes entreprises de différentes industries

À propos de Ricoh

Ricoh, entreprise technologique d'envergure internationale, est spécialisée dans les systèmes d'impression bureautiques, les solutions d'impression de production, les systèmes de gestion documentaire et les IT Services. Le groupe Ricoh, dont le siège est situé à Tokyo, est présent dans plus de 200 pays. À la fin de l'exercice clos le 31 mars 2012, le groupe Ricoh a annoncé un chiffre d'affaires de 1,942 milliards de yens (soit environ 23 milliards de dollars) pour l'ensemble de ses opérations dans le monde.

Ces résultats proviennent de la commercialisation de produits, solutions et services qui optimisent l'interaction entre les individus et l'information. Ricoh fabrique également des appareils photo numériques ainsi que des produits industriels spécialisés. Ricoh est plébiscitée pour la qualité des technologies qu'elle propose, l'excellence de son service client et ses initiatives en faveur de l'environnement.

Au travers de sa signature, imagine. change., Ricoh invite les entreprises à transformer leurs manières de travailler et à tirer le meilleur parti de l'imagination collective de leurs collaborateurs.

Pour davantage d’information, rendez-vous sur notre site :

www.ricoh.fr

Retrouvez-nous sur Facebook : www.facebook.com/RicohFrance
Suivez-nous sur Twitter : www.twitter.com/ricohfrance

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