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Roadmap to successful ECM implementation
Kateřina Divišová
British Chamber of Commerce 8.6.2004
2
Agenda
• Defining ECM strategy
• Preparing a business case
• Choosing a vendor
• Managing an ECM project
• Discussion
3
What ECM will do for the business …...
Stakeholder
Regulator
Customer
Employee
Organisation InformationResponsibilities Information Categories
SECURITY
Target Groups
Corporate(HR/Legal/
Board)
Sales
Accou
nts
Mar
ketin
gOps
Sales OrderProcessing
Web
site
Intranet
ER
P/A
PS Regulatory Reports
Marketing
Quality Standards
Investor Relations
Archives
Employee Relations
Operational Info
4
Developing ECM strategy
Operational processes
1) Categorise information sources
2) Identify value of information categories
3) Understand target groups’ information needs
4) Identify organisation information responsibilities
Information strategy
Business information
1) Determine information storage plan2) Identify Lifecycle models and workflows
3) Identify security requirements
4) Identify appropriate search and retrieval methods
5) Address organisational impact
Information management rules
Business strategy
3) Set priorities for ECM initiatives
1) Identify required needs enterprise wide
5) Set up business case
ECM strategy
2) Define overall ECM concept
6) Set up a formal programme management
4) Identify required technologies
5
Preparing a business case
Revenue side OPEXCAPEX
Business case
Calculate Net Present Value
Sensitivity analysis
Calculate Payback period
Go/No go
Revenue side
• Tangible benefits – savings against
– Lost man-time caused by information retrieval
– Automated workflows
– Legal & auditing costs
– Fines
– Printing costs
– Project delays
• Intangible benefits
– Improved intelligence
– Authenticity of evidential material
– Consistency
– Confidence
– Completeness of process information
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Project outcome examples
• UK loan company
– Loan process shortened from 30 days to 2 days
• South African bank
– Turnaround on financial decisions reduced from 7 days to 10 minutes, 140% increase in productivity,reduced staff by 50% in central processing location
• American provider of products based on controlled nutritional science
– Sales increase from 125 per day to 850 a day
• American County Clerk of Courts
– Managed 30% increase in cases with a 15% decrease in staff, savings more than 1 million USD per year
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Roadmap for choosing a vendor
Phase 3 Scoring vendors’
performance
Score vendor’s performance on each criterion
Calculate overall score for each vendor
Make final recommendation
Phase 1Preparation phase
Set up goals, timelines Assess internal requirements Prepare Impact analysis Define key evaluation criteria
ECM strategy & positive business case
Phase 2Vendors’ proposals
Proposals & presentations
RFI/RPF Vendor selected
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Key evaluation criteria
• Evaluation criteria are always project specific
• Solution related criteria
– Functional requirements – examples
• Content workflow
• Search & categorisation
• Administration
– Technical infrastructure & integration
– Project time-schedule
– Costs of implementation
– Solution flexibility and scalability
• Vendor related criteria
– References
– Vendor’s viability and vision
– Quality of service and product support
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Scoring vendor’s performance
Vendor 1
Weight
Max score without weight
Max score with weight
Scoring without weight
Scoring with weight
Scoring without weight
Scoring with weight
Solution related10 100 1000 90 900 60 600
8 100 800 90 720 70 5609 100 900 40 360 80 7205 100 500 50 250 60 3006 100 600 40 240 80 4806 100 600 90 540 80 480
10 100 1000 20 200 60 600Vendor relatedReferences 4 100 400 90 360 10 40
3 100 300 30 90 20 602 100 200 30 60 20 40
6300 3720 3 880TOTALSolution support
Search & categorisationAdministration
Vendor 2
Criteria
Viability & vision
Content workflow
Integration & tech. infra
Implementation costsTime-schedule
Solution flexibility, scalability
It is easy to recommend THE vendor based on scoring ….
10
LogicaCMG ECM project management
• Phased Approach:
– Scoping – Define and agree on the project scope and goals.
– Analysis & Design – Define all functional requirements, propose data model & technical architecture.
– Development – Develop and test functionality, migrate existing content.
– Roll out – Transition the solution to end users and IT.
Scoping(10%)
Analysis and Design(20%-30%)
Development(50%-60%)
Roll out(10%)
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Activities
• Define project goals and business drivers
• Agree on project scope. Identify what is in scope, out of scope, and the pre-established constraints within which the project should be delivered, including time, budget and/or technology constraints.
• Understand the high-level usage of the system so that its functionality can be established and any design trade-offs can be identified
• Prepare a detailed project implementation plan
• Identify risks and a risk mitigation plan
• Define Change Management and Communication Plan
Scoping(10%)
Analysis and Design(20%-30%)
Development(50%-60%)
Roll out(10%)
Phase 1 - Scoping
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Phase 2 - Analysis and Design
Activities
• Consumption Model–Analyse Site Map & Navigation Model(drives navigation and metadata)–Analyse Visual Design and Page Layout–Define Metadata model –Define Security Model
• Contribution Model–Define authoring process–Define workflow process–Define Visual Design–Define Metadata model –Define Security Model
• Content Migration Design–Analyse existing content–Define migration process and plan
• Technical Design–Define technical architecture, infrastructure and design
Scoping(10%)
Analysis and Design(20%-30%)
Development(50%-60%)
Roll out(10%)
13
Phase 3 - Development
Activities
• Consumption Template Development• Contribution Template Development• Metadata and taxonomy creation• Security configuration and development• Workflow configuration and development• Software installed and configured in QA and production environments• Develop and unit test• Migrate existing content• Regression test• Performance optimisation• Complete testing to ensure adherence and conformance to evaluation criteria • Content conversion and migration• Transition into production
Scoping(10%)
Analysis and Design(20%-30%)
Development(50%-60%)
Roll out(10%)
14
Phase 4 – Roll out
Activities
• Complete all agreed-upon bug fixes and finalise product deliverables
• Ensure the system maintenance is prepared
• Train the trainer and end user training
Scoping(10%)
Analysis and Design(20%-30%)
Development(50%-60%)
Roll out(10%)
Back up slides
17
Defining ECM Strategy
Technical infrastructure
Pro
du
ctio
np
lan
nin
g
Sal
es &
D
eliv
ery
Intr
an
et
We
b
Do
cs
m
ng
Fin
anci
al
acco
un
tin
g
CRM
ECM
ERP
Hardware & operating platform
System infrastructure
Business applications
•Assess needs across entire organisation, identify overlaps, conflicting requirements
• Define overall ECM concept independent of the platform
• Treat ECM as a part of the system infrastructure rather than an application solution component
• Identify potential technologies
3) Determine Business Case
1) Identify required functionalities & modules
4) Set up a formal programme management
5) Define Technical Architecture
2) Define overall ECM concept
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Setting ECM priorities
• ECM priorities are very company specific
• Priorities should be set according to the value-add to the business
• Starting with a departmental level brings quick wins
• Have the overall enterprise-wide picture in mind
• Put all ECM initiatives under effective program management
• Have a business case set up for each ECM initiative
• Continuously measure individual ECM’s initiatives outcomes
Company A ECM solution
Web publishing
Content lifecycle mng Workflow
VersioningIntegrated
search
On-line collaboration
Access control
Company B ECM solution
Content lifecycle mng Workflow
Versioning
19
Calculating business case
ROI
Cost savings plus new revenue generated divided by total investment
Net Present Value
Criteria NPV > 0
Sensitivity analysis Most important inputs Scenarios
NPV =R
(1 + k)t=1
n
NPV =t
(1 + tt=1
n
t=1
n
t=1
n I
(1 + k)
t
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