Download - IM ECM PoV
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Enterprise Content ManagementPoint of View
Presentation kit – version 2.02010-08-01
Claudio Reyes [email protected] +46 8 699 7357
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Setting the Scene for ECM
23-04-10
When talking to client we identify problems such as…
• Users can’t find the info they need
• Users don’t know which tool to use, or how
• Users can’t access the information they need to for specific usage
• Problem complying with rules and legislations
…which have the following root causes
• Each business unit decides for itself
• No clear policies and guidelines
• No overview of the entire content landscape
• Lack of processes for producing and managing content
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70 % of all the created information could have come from reuse
(AIIM)
Which Leads to Information Overflow and Pain
Categories Typical Pain Points (not exhausting)
Time
Cost
Risk
Single source driving different and unique business processes – unsustainable
Content is difficulty to access (e.g. invoices, checks, memos, etc.) – impossible to use.
Demands for rapid document life cycle R&D, information/clams processing, etc. – not being meet.
Organization content increases 200% annually.
(Forrester Research)
Multiple, disparate technologies to manage multiple content types – no control.
Content applications requires integration with other applications – it is not working.
Managing multiple localized points of presence on the Web - is not working
Uncertain if our regulatory needs are meet - we do not know why?
Operations in a regulated environment - is not working
Long term preservation demands are not meet - it is a mess
StructuredUnstructured
80% of the company information is unstructured
(Fulcrum Research)
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ECM – Finding the Value of Content (PoV)
Consolidation “Manage effectiveness”
Workflow“Manage flow”
Practice High Quality
Processes
Less time spent
searching for and retrieving
content
Help satisfy legal
obligations
SampleValue
SampleValue
Content ScenarioContent Scenario
Sample FeaturesSample Features
• Reporting • Monitoring• BPM
• Taxonomy• Retention & Access• Storage & Disposal
• Content Model• Aggregation • Search & Retrieve
Compliance“Manage risk”
better customer service
Measured by increased customer satisfaction, increased market shares, competitive advantages
increase rate of new product development
Measured by number of new R&D ideas generated, new products, new patents developed
improve competitive response
Measured by reduced operating costs, reduced risk and improved quality
enhanced compliancy
Measured by having less audits, motivated staff and improved time to market
SampleKPI:s
SampleKPI:s
SampleBusiness Benefits
SampleBusiness Benefits
Content Value Benefits
•Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.
•Therefore we target ECM through the following scenarios:
•Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.
•Therefore we target ECM through the following scenarios:
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ECM Solution Framework
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The ECM Solution Framework
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
What culture and technology will enable efficient content flow in a collaborative environment?
What platform and solution vendor satisfies my future needs?
What system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?)
Explore Solutions (What?)
Execute a plan (How?)
Workflow
“Manage content flow”
Consolidation
“Manage content
effectiveness”
Compliance
“Manage content risk”
Solution Approach
EC
M S
cena
rios
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Develop Insight
Typical client burning issues
•Why do I have difficulties controlling content when working in projects?
•Why do I have a multitude of redundant ECM applications?
•Why am I not compliant with regulations?
ECM Tool/offerings Description Value to our Clients
ECM Visioning session A top town approach investigating the pain points and expected solutions
View of clarity shaping the solution and scope of imitative
ECM DiagnosticA top down approach investigating the content management capabilities and associated value to the business
Identify gaps and synergies to maximise the ECM investment
ECM Business Case provisioning
A top down or bottoms up approach delivering business value based on experience and best practice
Business Case and Return of Investment on the ECM value to the business
Solution FrameworksSolution Frameworks
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
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Explore Solutions
Typical Client burning issues
•Which culture and technology will enable efficient content flow in a collaborative environment?
•Which platform and solution vendor satisfies my future needs?
•Which system/solution will make my business compliant?
ECM Tool/offerings Description Value to our Clients
Content Management Solution Strategy
A framework that delivers a business case and road map by analysing the business value of using Content Management
Validate that the current/future Content Management investment is fit for purpose
Information Architecture Target State
A tool for developing the information capabilities of an organisation based on four core areas (Strategy, Governance, Deliver, Data, Storage, Security)
Provide clarity for our clients on the information management value in the company
ECM Vendor ScoringEvaluate ECM products based on business requirements
Product neutral vendor recommendation of the future ECM capability
Solution FrameworksSolution Frameworks
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
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Execute a Plan
Typical client burning issues•How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
•How do I maintain the organisation compliant over time?
•How do I implement the selected solution?
Solution FrameworksSolution Frameworks
ECM Tool/offerings Description Value to our Clients
ECM EstimationTool that delivers estimations targeted at portals and content management systems based on best practice and previous experience
Helps our clients understand the effort for an upcoming ECM implementation project
ECM Methodology
Complete workbook incorporating templates, processes and activities aimed at implementing portals and content management system based on best practice and experience
Methodology support for our clients when implementing ECM solutions
ECM Blue Print
Technical Solution Blueprints targeted at portals and content management solutions based on best practice and previous experience
Help our clients to gain understanding on how the ECM fits in the rest of their architectural landscape
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
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Executive Summary
●Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.
●Therefore we target and define ECM through the following scenarios:
Workflow: How to manage content flow when working in teams/projects?
Consolidation: How to simplify content applications and integrations in a complex landscape?
Compliance: How to manage content risk in a regulatory environment?
●In short: We drive the value of content to achieve business benefits for our clients.
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Additional Slides
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Workflow
Subject Area Definition: Workflow defines the methods and tools that enable individuals/organizations/citizens to function more effectively as part of a team, toward a common goal
Enablers : Bloggs, Wikis, Share Workspaces, Workflow, Business Process Management, SOA-platform , Portals, Enterprise Integration …
Typical Burning Points from our Clients
•We identify a shift in our clients way of working from a traditional service lines into project based work.
•Project based work triggers new challenges when capturing and controlling documents
•Features such as version control, system enablement, taxonomy are predominant themes in such environments
•ECM typically delivers:
•Workspaces for teams
•Threaded discussions and visual indicators
•An effective way of interaction between co-workers and external parties/org./citizens
Proposed Approach
•Depending on the situation normally we propose a overall collaboration strategy assessment
•Describe the AS-IS identifying burning points and challenges
•Identify the cultural aspect of information exchange
•Chart out the Collaborative vision and strategy (TO-BE)
•Recommend a road map incorporating:
• Quick Wins
• Path Finder Projects
• Application Architect , services and methodology going forwards
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
Value: Practice High Quality Processes & Reduce Non-Value Adding Tasks…
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Consolidation
Subject Area Definition: Moving from a silo based multiple platform landscape into a unified and service oriented ECM capability.
Enablers: ECM Consolidation-team, ECM reference model, ECM Governance model, Information Models, Enterprise Integration, ECM-platform …
Typical Burning Points from our Clients
•Our clients are moving towards trend of mergers and acquisitions in their operating models.
•As a result most organisations have multiple ECM platforms in their application landscape.
•Multiple platforms contain redundant content and services with a high cost of maintenance and hardware as a consequence.
•Our Point of View is that these issues derive from a need of a unifying content management strategy focusing on; governance, technology and processes
Proposed Approach
•Depending on the client situation our a approach is to set up a ECM Consolidation-team
•With the objective of auditing platforms
•Reviewing information and services on current capabilities
• Recommending deferring, alignment or status-quos for each platform.
•But also deliver a Holistic View using our ECM framework to provide a vendor neutral recommendation during the consolidation process.
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
Value: Less time spent searching for and retrieving content…
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Compliance
Subject Area Definition: Ability to adhere legal and regulatory environments enabled by ECM tools and frameworks
Enablers: Compliance Framework, Records Management, eArchive, Taxonomy, Information Governance Model, Document Management …
Typical Burning Points from our Clients
•Complying fully with industry and government regulations is a primary concern of our clients.
•The answer to staying compliant is a solution that automatically applies regulations to enterprise data
•Our Point of view is that compliance is a continuous process that needs to be maintained and monitored, not a set deliverable
•Every employee needs appropriate training to be a part of compliance process built on enterprise framework with enabled enforcement rules
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
Value: Help satisfy legal obligations & Create Knowledge Base of Key Information…
Proposed Approach
•Based on the client situation we generally recommend:
•Start at the foundation: building Compliance Process Framework
•A program that ensures proper taxonomy and control structures are in place and all rules are enforced
•A Content Management Strategy incorporating a single/primary data sources that ensure data integrity
•Compliance program requires a multitude of expertise – strategic, legal, operations/logistics, HR, etc. calling for PS involvement & Process Training
•Identify AS-IS and asses measures to be compliant
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Typical Client ScenarioUsing the Scenario “Consolidation”
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Typical client ECM challenge
Key Challenges
• Users have to search across repositories to find content...and may not find it at all, resulting in “lost” information
• Developing cross-LOB applications is overly complex and difficult to manage
• Deploying new functionality to achieve business objectives is difficult
• Implementing effective content and information lifecycle management is difficult
LOB-specific content repositories
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Typical Maturity Range for Organizations with Content at Core of Business Model
Typical Maturity Range for Progressive Organizations
Content is their business. Content Management processes are Industrialized and continuously improved. Content may be syndicated or distributed. Control of content extends outside of the organization.
Content has a recognized business return. Content is used as a differentiator and controls are in place to assure messaging and compliance. Web Content Management is implemented at an enterprise level for sophisticated reuse.
Content has a recognized business value. Content is published regularly and controls are in place to assure proper messaging. Web Content Management is implemented largely at a departmental level, but with consideration for enterprise standards and reuse.
3
2Intermediate
1
4Advanced
0Basic
Maturity Level
Content has some value to the business. Content is fairly static but published more frequently. Basic approvals are in the publishing process. Web Content Management lives in departmental silos.
Content plays a minimal role in the business. Content is fairly static and only periodic publishing often without any approvals.
Typical Maturity Range for Insurance Companies
Develop Insight
The Content Solution Maturity Score helps gauge the maturity of the strategy, governance, process, people, and technology aspects of a content solution.
Illustrative
example
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reas
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ArchitectureCapability
Basic Intermediate Advanced
Process
Governance
Technology
People
Strategy
0 1 2 3 4
Anecdotal
Technology
Peo
ple
Pro
cess
Strategy
Governance
AnticipatedNeed
CurrentAbility
3-5 YearNeed
Explore SolutionsWhy do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
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User InterfaceUser InterfaceDocument
ManagementDocument
Management CollaborationCollaboration Workflow/BPMWorkflow/BPM
SearchSearchFormsManagement
FormsManagement E-mailE-mail
Content IntegrationContent Integration
ApplicationsServer
Client
Composite Service
Business Process
UI UI UI
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Illustrative
example
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Explore Solutions cont’d
Differentiate on the Outside• Single source of content
Simplify on Inside• Reusable enterprise content
services• Single repository infrastructure to
lower TCO
Execution Mastery• Consistent cross-channel
experience• Reduced content development
cycle time• Improved quality and
accessibility of informationPreserve
ECM
Pla
tform
Audit & Reporting
Compliance &Audit Reporting
Content Tracking
UsageDashboard
Author / Capture
Image Capture
Advanced Authoring& Collaboration
ContentTemplates
Deliver
FederatedQueries
Search
Indexing
Content Portlet Content Delivery
ContentPub/Sub
Store / Manage
Security & Privacy
Retention Policy
Digital Rights
Data Classification
Data Transformation
Data Aging & Purging
Data Extraction
Version Control
Content Import
Bulk Load
Content Export
Content SchemaMetadata Dictionary
Content Packaging
Content Compression
Content Repository Tiered Storage
Content Encryption
Routing & Workflow
SOA Layer
DocumentService
Search ServiceFolder Service Authentication Audit Service Workflow ServiceImport/Export Archive Service
Service Channel Strategic Platform
Call CenterApplication
Provider PortalMyCIGNA.com IVR
Content Archive
Archive
Future
EnterpriseApplications
LOBApplications
External PartnerApplications
...
Basic Authoring
Existing Repositories (FileNet, X/PTR, Hummingbird, Macess, SharePoint)
Strategy
Peo
ple
Technology
Process
Governance
Why do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
us A
reasIllustrative
example
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Value of Content
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The Solution Transformation PlanWhy do I have difficulties controlling content when working in projects?
Why do I have a multitude of redundant ECM applications?
Why am I not compliant with regulations?
Which culture and technology will enable efficient content flow in a collaborative environment?
Which platform and solution vendor satisfies my future needs?
Which system/solution will make my business compliant?
How do I make the cultural and technology change to maximise content flow?
How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?
How do I maintain the organisation compliant over time?
Develop insight (Why?) Explore options (Which?) Solution Development (How?)
Collaboration
“Manage growth”
Consolidation
“Manage effectiveness”
Compliance
“Manage risk”
Solution Approach
Foc
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The strategy towards target state solution landscape for ECM should be step-by-step and focus on information availability
● Focus areas and ambition
● On-going initiatives map Project portfolio
● Vision alternatives & consequences
● Transformation plan Key deliverables
● Sponsor and Stakeholders
● Communication plan
● Change Management & Governance
● Business Case fulfillment responsibility
● Program/project Organization
● Risk and consequences
● Scope and delimitations
Current position Period Period Period
Fo
cu
s A
rea
Fo
cu
s A
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Focus Area Focus Area Focus Area Focus Area
PeriodDesiredposition
Fo
cu
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Illustrative example
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Knowledge Capital in the Area
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Introducing the ECM Strategy Workbook
KnowledgeKnowledge
SolutionProcess
WorkbookWorkbook
Clientvalue
Delivers
The intent of the Workbook is to provide a re-usable building blocks to consultants when delivering ECM strategies.
What does this mean?
• Accurate delivery hit-rate
• Accelerated delivery capacity
• Quality assured deliveries
What does this mean?
• Accurate delivery hit-rate
• Accelerated delivery capacity
• Quality assured deliveries
Why an Workbook?
• Common language
• Common way of working
• Checklists and templates
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Using the Workbook
1. Delivery blocks 2. Consultant Skills 3. Expected result
1. When delivering ECM strategies the Workbook provides the building
blocks.
2. Client deliveries are created using the building blocks and consultant skills
3. Client deliveries must meet the client expected result.
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ECM Strategic Workbook
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2. Develop Insight1. Planning 3. Explore
Solutions
Plan and organize
Gather stakeholder
input
Determine key business objectives
Assess current business
DefineOrganizational
needs
Cost and benefit
analysis
Create vision
Define valueproposition
Assess current technology
Roadmap
4. TransformationPlan
Tools, templates, checklist, frameworksTools, templates, checklist, frameworks
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Screen shoot from the actual Workbook
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Phases describing the topic
Activities with step by step instructions
Frameworks, templates,
checklist, etc.