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Underwri(en by: Presented by:
Presented November 4, 2015
Is Shared Content Services the Answer to our Knowledge and InformaBon Access?
Underwri(en by: Presented by:
AIIM Presents:
Is Shared Content Services the Answer to our Knowledge and Informa@on Access?
Toby Bell ECM Marke)ng & Offering Strategy Lead IBM Host: Theresa Resek
Director AIIM
Paul Wlodarczyk VP Client Services Earley InformaBon Science
Underwri(en by: Presented by:
Introducing our Featured Speaker
Toby Bell ECM Marke@ng & Offering Strategy Lead
Underwri(en by: Presented by:
ECM 2020 – One Enterprise Kitchen to Serve All Business Content Requirements
“The business wants a sandwich.” “Should we build another kitchen?”
Underwri(en by: Presented by:
Business Content is Everywhere
AP manager paying invoices
Taxi driver giving a receipt
Leasing sales manager mining contracts
Marke@ng manager pos@ng on-‐line product videos
Salesman submiZng a sales order
Branch manager accep@ng a mortgage applica@on
eCommerce product manager upda@ng product photos
Government agency processing benefits
Telecom billing manager preparing customer bills
Hospital searching medical records
Insurance adjustor processing claims
Underwri(en by: Presented by:
How are your people engaging with Business Content?
Back Office: HR, AP, Contracts, Contact Center
Front Office: New customer onboarding
Claims Processing
Vendor Management and Contracts in Procurement
Complex Loan Processing
Mobile Field Sales Collateral
Standard Opera@ng Procedures
Knowledge Management
Government agency processing benefits
Hospital Pa@ent Onboarding
Underwri(en by: Presented by:
Capture Protect Ac@vate Analyze Engage
Smarter Content, Smarter People Put business content to work to realize new value
ECM Cri@cal Capabili@es
Underwri(en by: Presented by:
ECM and Shared Services
Engage
Provide mobile access to content anywhere, any@me
Connect people to content, analyBcs, and process with center of competency
Streamline collabora@on with hybrid architectures
Underwri(en by: Presented by:
A Center of Competency for cost-‐effec)ve deployment of solu)ons
Shared Services Model • Reuse the same tools, technologies, and training to deploy new solu@ons
• SoluBon templates enables common solu@on pa(erns to accelerate solu@on delivery
• Maintain consistency through a common infrastructure and development environment
• Shares a common user interface, built on IBM Content Navigator for example
Content
Services
Services Services
Services
Business Requirements
Development
ECM as a Shared Services Plaborm
Underwri(en by: Presented by:
Shared Services pains we hear frequently
GeZng consensus and agreement from the business
Balancing individual
priori@es and @melines
Impressing upon the business of ECM value gained vs.
technology change
Managing change without hindering business progress
Implemen@ng quickly while maintaining reusability and longevity
Establishing confidence and
trust in the ability to deliver useful
capabili@es
Underwri(en by: Presented by:
Success factor 1 – Establish overall ECM value
• Amplify the value of ECM Shared Services to every layer of the organiza@on
• Unify business needs to maximize solu@on implementa@on benefits
• Nego@ate priori@es of services and capabili@es based on global strategies (and culture)
• Balance first adopter investments with late onboarding costs
Underwri(en by: Presented by:
Specify ECM value for each area
Executive visibility • Higher level of compliance • Lower level of risk • Satisfied customers
Executive
Business benefits • Additional revenue opportunities • Lowered cost of operations • Timely execution
Business Manager
Technical capabilities • Cohesive architecture • Increase in targeted skills • Faster time to market
IT Professional
Underwri(en by: Presented by:
Ensure global understanding and governance
Executive
Business IT
Executive
Business IT
Global Buy-‐In
Executive Steering
Strategy Alignment
Corporate Guidelines
Business Ownership
Content standards & policies
Solu@on needs & usage pa(erns
Technology Governance
Architectural pa(erns
Implementa@on best prac@ces
ECM Shared Services Program
Underwri(en by: Presented by:
Move forward with a unified approach
14 User Task Legend: System Task Optional User Task
Multi-Channel Collection
Content Access & Discovery Content Centric Processing Content Analytics Content Output
Management
Content Standards, Procedures, and Policies
Content Security and Lifecycle Management
Doc Signing Taxonomy Format Data
Governance Classification Retention Records Managment
Case Initiation
Case & Doc Securing
Tracking & Auditing
Work Prioritization
SLA Management
System Integration
Rules Processing
Secure & Store
Single Session
Index
Collect
Classify
Review
Compile
Search
Retrieval
Review
Monitor
Analyze
Create
Modify
Letter
Payment
Share
Report
Process Call Back
Form Review
Review Exceptions
Signature
Underwri(en by: Presented by:
Success factor 2 – Create an agile founda@on
• Build an agile and flexible ECM prac@ce – Technology plaborm and tooling – Applica@on framework and components
• Standardize on shared capabili@es and usage pa(erns • Move from a single big implementa@on to itera@ve
realiza@ons • Strike a balance between immediate benefits and long
term value • Have a mindset for enterprise reuse while building for a
specific business solu@on
Agile
Underwri(en by: Presented by:
Adopt an agile technology – Case Management
A standard run@me model where the case folder drives and controls many individual task instances that run in the context of a case instance
An out-‐of-‐the-‐box Case web applica@on built on top of the User Experience framework that brings consistency and
reduces training
A standard case object model that is persisted in the ECM content repository and available across the
organiza@on
A role-‐based Case Client that can be easily customized using drag and drop page and data layout tools, custom reusable page
widgets
Point and click web-‐based solu@on development
applica@on (Case Builder)
A user-‐friendly mobile client for flexible user engagement
A one-‐click deployment from Case Builder that can manage deployment of solu@ons through development, user acceptance, and produc@on
Shared ECM plaborm leverages
exis@ng ECM investment
Underwri(en by: Presented by:
U@lize Case Management for Shared Services
• Master rapid deployment by leveraging a common infrastructure and licensing model
• Integrate and liquidate legacy systems, eliminating multipoint data silos
• Capitalize on data assets across the enterprise as shared services yield benefits for all lines of business
• Reuse learned skills by deploying shared services on a standardized platform
• Unify the enterprise with a leading case management platform
Content Development Business Requirements Case Management Shared Services
Underwri(en by: Presented by:
Strike a balance between now and later
• Start with basic and fundamental ECM capabili@es
• Engage in the lessons learned aher a produc@on implementa@on
• Itera@ve adjustment to the new environment without delays
Jump start with shareable capabilities and foundation
• Enterprise view of now and the future • Clarity in priori@es and alignment • Strategic roadmap planning • Standards, guidelines, and internal
skills ramp up
Build a perfect and comprehensive framework
Underwri(en by: Presented by:
Success factor 3 – Keep up with change
• Include agile handling of “known & rou@ne” changes
• Pa(ern types of changes (not all changes are the same)
• Provide clear understanding of Business impact, IT investment, and other stakeholders involvement for every type of change
• Track and measure impact of change for con@nuous improvment
Change Management
Regula@ons
Change Control Board
Quality Assurance
Global Development
Sites
Business Business
Management Documenta@on Call Center Training
Underwri(en by: Presented by:
Understand and categorize change
• Pa(ern changes based on – Type (capability, rules, services) – Size (effort, @meline, users affected) – Impact (business, compliance, regula@on) – Regular/scheduled (maintenance,
upgrades) – Repeatable (user roles, transac@on types) – Resources
• Create default handling procedures for known pa(erns
Underwri(en by: Presented by:
Shared Services benefit the organiza@on
• Shared capabilities and services decrease requirements misunderstandings
• Reuse of service components yields simpler integration, faster implementation, and less risk
• Fewer variations and changes require less testing
Acceleration
• Breakdown of capability components enables simpler, faster, and more agile implementation
• Fewer and faster upgrades and updates
Agility
• Standardization eliminates one-offs or specialized knowledge
• Guidelines, patterns and templates promote skills enablement and growth
• Clarity of usage patterns allowing uniformed planning
Ability
Underwri(en by: Presented by:
In conclusion
• The right approach for be(er, faster, and more valuable outcome is Shared Services
• Shared services brings Business and IT together to promote inter-‐departmental collabora@on, facilitate change, and achieve compilance
• IBM provides the most integrated set of ECM capabili@es in the industry – and the proven approach for enterprise adop@on
Reduced Timeline
Reduced Risk Reduced Cost
Underwri(en by: Presented by:
How can you start tomorrow?
1 2 3 4 Expanding the VISION
• Establish centers
of exper@se • Outline priori@es • Set ownerships • Align processes
ImplemenBng the VISION
• Create blueprint
and pa(erns • Establish
reusable frameworks
• Publish best approaches
Managing the VISION
• Enhance
capabili@es • Ongoing
monitoring • Con@nuous
improvement • Change and
upgrade management
Setting the VISION
• Evaluate
current state • Identify
challenges and opportunities
• Define capabilities roadmap
§ Enterprise Content Management – Gartner MQ Leader
§ Enterprise Content Management – Forrester Wave Leader
§ Transactional Content Management – Forrester Wave Leader
§ Dynamic Case Management – Forrester Wave Leader
§ Case Management Frameworks – Gartner MQ Leader
§ Business Content Services – Forrester Wave Leader
Sources: Gartner, Forrester, Dun & Bradstreet, 2014.
Forrester Gartner
Leader in the Evolution of ECM
Why IBM? A recognized industry leader
24 of 30 top banks worldwide
15 of 16 top global telcos
19 of 23 top global insurers
56 of top 58 government agencies
21 of 27 top global retailers
Underwri(en by: Presented by:
Con@nue the Conversa@on
Toby Bell ECM Marke@ng & Offering Strategy Lead
@IBM_ECM h(p://linkd.in/IBMECM
Underwri(en by: Presented by:
Digital Transforma@on – Then and Now
e-‐business Transforma@on
• Late 1990s to early 2000s • Focus on digi@zing paper-‐based processes – document-‐centric thinking
• Siloes of content and data • Purpose built plaborms for each func@onal area (Finance, HR, Supply Chain, Sales, Engineering, Marke@ng, etc.)
• Emerging communi@es and collabora@on • Big bang implementa@ons • ECM focus = mange and find documents
Digital Transforma@on
• Late 2000s to now • Focus on collabora@on and a cross-‐func@onal, enterprise view
• Growth in social media and digital channels becoming a primary means of engagement
• Context becoming more important (Mobile devices, Internet of Things)
• More digital content to analyze than ever • Agile implementa@ons • ECM focus = find answers to ques@ons
Underwri(en by: Presented by:
Digital Transforma@on Fragmenta@on
Customer Experience Digital Commerce Digital Marke@ng
Engineering / Supply Chain
Mobile Engagement Business Intelligence
Underwri(en by: Presented by:
Sense-‐making requires Informa@on Architecture
Providing answers to ques@ons = “Sense-‐making” – Relevant answers = Content in Context Sense-‐making requires coherent Informa@on Architecture (IA), a framework for – Classifying Informa@on: What is it? What is it about? – Rela@onships between people, places, content, things – Content types, organiza@ons, products, customers, user
roles, system func@ons, subject headings unique to your business
– Rela@ng content & data to business concepts
Underwri(en by: Presented by:
Shared Services & Informa@on Architecture
Shared Services centralizes IA and facilitates mul@ple complementary paths to sense-‐making: • Centralized Taxonomy, Governance, & ClassificaBon
• Content AnalyBcs • ContextualizaBon via Content Lifecycle
Underwri(en by: Presented by:
Shared Services Increase Ability to Absorb Change
• Organiza@onal habits, processes, governance, architecture change slowly
• Immature suppor@ng processes usually can’t keep pace with technology change – “technological debt”
• Agile approach minimizes technological debt
Agile
Underwri(en by: Presented by:
Measuring here (macro level -‐ outcomes)
Measuring here (micro level -‐ effects)
Data Sources Working here (product data, taxonomy, search, on-‐boarding workflow,
etc.)
Enterprise Strategy
Business Unit Objec@ves
Market Share
Time to Market Deal Size
Business Processes A\riBon Programs Search Relevance
Web AnalyBcs
CRM Search
Processes enable objec@ves
L I N K A G E
New Accounts
Revenue Growth
Data supports (and measures) processes
Objec@ves align with strategy
Conversions
Data Scorecards
Process Scorecards
Outcome Scorecards
Shared Services helps align business outcomes
Underwri(en by: Presented by:
Shared Services Can Increase ECM Impact
• Minimizes fragmenta@on and technological debt with agile implementa@ons on shared plaborms
• Moves governance and cura@on to the center, facilita@ng IA and be(er sense-‐making
• Provides plaborms for machine-‐assisted classifica@on • Increases contextualiza@on through content lifecycle • Improves ability to measure business outcomes
Underwri(en by: Presented by:
Earley Information Science helps organizations establish a strong
information architecture and content management foundation
Realize your digital transformation vision with EIS.
Information Architects for the Digital Age Founded – 1994
Headquarters – Boston, MA
www.earley.com
For more info contact:
Earley Informa@on Science
Underwri(en by: Presented by: Visit aiim.org/ecm
Enterprise Content Management Resource Center
Want more informa,on on this topic?
Learn how to combine content analy@cs, collabora@on, governance, and processes with anywhere, any@me access.
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Underwri(en by: Presented by:
About AIIM
AIIM is the Global Community of Informa@on Professionals
AIIM believes that the informa@on systems we use at
work should be simple, secure, and available anywhere, any@me, and on any device.
Our mission is to improve organiza@onal
performance by empowering a community of leaders commi(ed to informa@on-‐driven innova@on.
Learn more at www.aiim.org