Enterprise Content Management (ECM) System

Enterprise Content Management (ECM) System ECM - implementation roadmap, risks & lessons from the trenches Anand Subramaniam

“ Implementation without strategy is blind…Strategy without implementation is lame.”

- Unknown

Highlights

ECM – Goals & Challenges

ECM – Roadmap

ECM – Phase 1 ~ 6 (High Level Activities)

ECM – Phase 1 ~ 6 (Detailed Level Activities & References)

ECM – Lessons Learned

ECM – Goals & Challenges

ECM – Program Goals Governance Structure Defined roles and responsibilities, and management structure. Compliance (control all content) Standard Taxonomy Common approach to information Std for creation of document, content policies, procedures, and guidelines (connect all people to all information) Standard Framework Cost Savings via standard service/ support delivery model to roll out for multiple, replicable ECM applications (one platform for all applications)

ECM – Implementation Challenges Requirement scope, risks, prototype, change Mngt Data migration – old to new Extensive customi-sation ECM - vendors, functionality, benefits, cost Training – authors, editors, users Governance & workflow management Interface / integration with other systems Complexity – from select, design to implement Challenges

ECM – Roadmap

ECM - Implementation Roadmap

Vision

Mission

Charter

Business Case

High Level Requirement

Project Approach

Scoping

Change Mngt

Risk / Quality

Governance

ECM Research

Tender

Vendor Demo

Vendor Selection

Vendor Scoring

Contract

As-Is ~ To-Be

Detailed User Requirement

Fit / Gap Analysis

Prototyping

Taxonomy Creation

Content Audit

Risk / QA

Process Audit

Solution Build

Training

Testing

Document

Workflows

Customise

Migration

Security

User Accept

Risk / QA

Go / No Go Criteria

Cutover

ECM rollout

Final Client Acceptance

Documen-tation

Post Implement Review

Risk / Issue Register closed

Sign off system to operation

Customer feedback

Major Activities

Scope

Governance

High Level Requirements

Stakeholder Maps / Audits

Tender

Vendor Selected

Contract Management

Blueprint

IA Design

Prototype models

Business & Technology Framework

Milestones

Test Scenario

Train Docs

Transition Plan & Workshops

Application & System

Lesson Learned Report

Sign off ECM system to operation

Benefit Realised

Outcomes Planning / Requirements Sourcing / Contract Mngt Design Build & Test Transition / Deploy Post Implement Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Phase 6

ECM – Phase 1 ~ 6 (High Level Activities)

Phase 1 – Planning (High Level Activities)

ECM – Goal Alignment Business / Strategy Goals } Aligned Understand the impact of ECM on the organisation Appropriate governance structures in place Identify measures of success Stakeholder Goals

Org Strategy & Project Portfolio Ongoing Re-calibration Core Operating Processes (Prioritisation, Governance, Monitoring, Resources) Project Approvals, Completions & Cancelations Work Output & Performance Trends Continuous Improvement Recommendation Net Value Contribution Optimal Resource / $$ Utilisation Balance Risk Vs. Value Focus on Value Regulatory Compliance Changing Priorities Project Changes Corporate Strategy Align Plan Execute Measure

Link - ECM & Project Portfolio ECM Project Selection & Project Portfolio Management Budget & Cash Flow Project Control & Performance Strategic & Tactical Plans Resource Availability Manage Risk Business Performance Demand (Internal Projects) Opportunity Management Scope Change / Cost Control Resource Allocation

ECM - Planning Process Business Strategy ECM – Planning Process Prepare Management Commitment Sponsorship Align with Strategic Goals Team Organisation Business Case Current Process – As~Is Review Current Process Review Key Performance Data Identify Process Customers & their Needs Future Process To~Be Vision, Scope Targets for Future Process Benchmark Best practice Identify value & non value add activities Technical Change Assess Technical Implication of Process Improvement Change Requirements Design, build, test, re-test, train, approve & deploy Human Change Assess Competency / Capabilities Human Implication of Change Requirements Design, build, test, re-test, train, approve & deploy Evaluate Overall To~Be Process rollout plan Risk / Issue Resolution Evaluation / Integration of People, Process & Systems Re-evaluate Review Process ownership Stakeholder feedback Monitor & Adjust Process Conduct Continuous Training & Support

ECM - Stakeholder Management Stakeholder Analysis and Mapping Identify key stakeholders Define stakeholders concerns & issues Assess their level of commitment and resistance Com. Strategy and Planning Review methods to inform different groups including timing / frequency Use the communication plan and create continuous dialog with all stakeholders Obtain feedback and involvement Engagement Strategies and Techniques Techniques to involve the stakeholders in the design and implementation Continuous Assessment and Follow-up Clarification of roles and responsibilities for stakeholder management Validate & evaluate communication processes

ECM - Risk Exposure Scope Management Vision & Strategy Success Criteria Benefit Realisation Management Project / Change Management Stakeholder Management Issue Management Risk Exposure Role / Responsibility

Phase 1 –Requirements (High Level Activities)

Requirements - Definition

Requirements are needs , as seen from the user’s perspective

Requirements deal with what a system must do, not on how the system will do it

Understand and document every required capability for every user of the system

Why Requirements Analysis?

ECM’s are complex & numerous

Process is anything but systematic

Organisations’ are unique & complex

Needs are expressed in isolation or fuzzy

ECM solution should fit the entire organisation

ECM - Requirement Analysis Content Mngt Process (Decentralise / Centralise) Company Size (Small ~ Enterprise level) Incremental Scope (High level ~ Detailed level require-ments) Publishing Channels (Course ~ Finer granularity) Metrics (Financial & Non Financial) Project Mngt Maturity (Adhoc ~ Optimised) Media Types (Website ~ Digital Media) Building Blocks (Content Variation low ~ high) Initial Requirement Analysis

ECM – Requirements Process Step 1 Business case developed and approved (ROI, Scope, Goals, CSF& linked to firm’s strategy) Step 5 Determined all (non) functional requirements, performance, capacity etc Step 2 Inter-disciplinary team formed along with Top Management Step 6 Gap analysis performed & requirements documented (proof of concept) Step 3 Researched firms that have deployed ECM along with work flow processes Step 7 Evaluate and select ECM (benefit, functionality checklist prepared) Step 4 Developed -use case diagrams, scenarios, work flows, interface, data conversion

ECM - Audit / Governance Content needs change over time & IP lost Features takes precedence over core content Want-based versus need-based Internal stakeholders take precedence over external customers Design takes precedence over content usability Customsing - navigation, content placement etc confuses users Marketing takes precedence over providing needed infor Customising leads to redundant content Audit / Governance

ECM - Program Governance ECM - Steering Committee ECM – Program Team Business Lead Business Lead Business Lead Business Unit Business Unit Business Unit

ECM - Project Screening Process ECM Proposal / Idea Research / Data Collection Evaluate Project by Criteria / Scoring Models Evaluate Business Case / Proposal & Risk Assign Priority, Resources, Project Manager & Evaluate ECM Progress Review Strategic Fit / ROI / Payback / Risk Cancel Project Assessment of Priorities Hold / Reject Project Accept Reject Request for more information

ECM - Benefit Realisation Key Measurement Criteria Benefit Ownership Benefit Key Success Criteria Communication Plan ECM Business Case ECM Benefits Delivered Progress Monitoring Benefits Identified Responsibility Matrix Benefit Delivery Execution Project Management Office Risk Management

Phase 2 – Sourcing / Contract Mngt (High Level Activities)

ECM - Software / Vendor Analysis Solutions Overview Diagnostic tool List of key vendors Requirements template and guidance Discussion paper Experiences with ECM Output - Deliverables Input - Questions Addressed Stakeholder buy in - Increase awareness & understanding What ECM types are available ? What & why on solution fit? What lessons from (dis) similar firm? What & why to capture? Who are leaders / visionaries? Specific Solution highlights, why?

ECM – S/ware Selection Checklist

How does the project interact / link with current projects?

Linkage

Is the organisation culture right for this type of project?

How will stakeholders’ be managed?

Organisation culture

What is the value of the project to this organisation?

Benefits

What is the impact of not doing this project?

What is the project risk to the organisation?

Risk

What specific objective(s) does this project align with?

Strategy alignment

What training and documentation will be provided?

Training / Doc

What business problem does the project solve?

Driver

What is estimated cost & implementation time frame?

Finance / Time

How will we measure success?

Success metrics

Who is the project sponsor?

Sponsorship

Will we build or buy?

Approach

Phase 2 – Source/Contract Mngt Vendor Scoring, Evaluation and Selection Contract Management Contract Closure Plan Tender Process Review Vendor Response Vendor Product Demo

Vendor’s Risk FFP CPFF Vendor’s Risk HIGH LOW LEGEND FFP FIRM FIXED PRICE CPFF COST PLUS FIXED FEE

Phase 3 – Design (High Level Activities)

Content Lifecycle Workflow Dispose Storage Store Publish Archive Authoring Create Review

Process Mapping Information Required Responsibility Key responsibilities of the process area Output Key deliverables of each activity - products and services Input methods, materials, manpower, information, equipment etc Activities Key Activities of the process area Measures Key performance indicators Volumes Key volumes related to an activity Customers Recipients of each activity output Suppliers Suppliers of each activity input

ECM - As-Is ~ To-Be Process Continuous Improvement Identify Best Practices As~Is Analyse & Evaluate To~Be Implement Business Process Reengineer Business Process Improvement ECM Project Approach

ECM - As~Is Process Design Select a specific Process Scope, Plan & Schedule Resources Select Technique Individual Interviews Focus Group Mapping Document As~Is Process & Improvement Opportunities Analyse, Evaluate & Sign-off

ECM - To~Be Process Design Implementation and Change Management Improvement Opportunities from As~Is Process Design Visioning Workshops Senior Management Vision Best Practice, Benchmarks, Performance, Goals Visioning Workshops

Align Change with ECM Program Define Requirements & Build Plan Build Awareness & Desire Develop Understanding Knowledge & Ability Create Acceptance & Reinforcement Take Ownership Change Management Practices Identify Requirements Design Solution Build Solution Test / Pilot Implement Transition to Business Project Management Practices Stakeholder Engagement Communication Resistance Management Leadership Plan Project

Phase 4 – Build & Test (High Level Activities)

ECM – Build Capture Manage Store Preserve Deliver Content Authoring Template Authoring Categorise Output Template Search & Retrieve Component re-purposing Full-text indexing Format Check-in / Check out Search & Retrieve Multi-channel re-purposing Version Control Workflow Import / Export Multi-language User Profile Personali-sation Audit Trail Document Replicate Access Control Workflows Navigate / Browse Personali-sation Usage Reports User Log-in Subscription service

ECM –Testing Process Determine Test Strategy Obtain Test Resources Develop Test Plans Develop Test Cases/ Procedures Setup Test Environment Execute Test Obtain Test Resources Track, Resolve Issues / Risks Execute, Retest, Regression Sign-off & Assist with On-going Test Activities

ECM - Testing Types Testing Types Customise, Conversion, Interfaces, Reports Workflows Stress / Volume Integra-tion Regression Unit User Acceptance Perfor-mance Functional Security

ECM - Test / QA Process Requirements and Project Scope Establish Project Standards / QA Method Test Planning Test Case Development Quality Assurance Testing User Acceptance Testing System Validation Lessons Learned / Continuous Improvement

ECM - Test, QA & Sign-off QA Reviews QA Reviews QA Reviews Requirements Plan Test Create Test Execute Test Execute Re-test Report Status Resolve Errors Identify Errors

Phase 5 – Transition / Deploy (High Level Activities)

ECM – Integration Integration Framework Process Automation Application Services Web Services - SOA IT Services Portal Data Integration Publishing Content Management Personalisation XML Security Messaging Fault Tolerance Load Balancing Integration [EAI] Audience Employee Supplier Customer Executive IT Admin Applications Foundation Services Application Server Middleware Foundation Layers OS / Database Platform Hardware & Network Services Collaboration Financial Apps Staffing CRM Apps SCM Apps HRMS Apps

ECM – Outcome ECM Application Framework ECM Managed Elements Web Assets Industry Widgets Web Content & Feeds Mashup Hub Included Elements Personal / Departmental Content Databases, ERP/ CRM Systems of Record ERP/ CRM Data Sources Work List Inbox Doc Viewer Form Viewer Metrics Reports Info Server

ECM - User Satisfaction User Satisfaction Generation of alternative candidate projects Quality audit Quality assurance Scope of work Concept development Proto-typing Budgeting and earned-value planning Scheduling Front-end customer process analysis Project Metrics

Phase 6 – Post Implementation (High Level Activities)

ECM – Evaluate Implementation Continuous improve-ment Corporate perform-ance Project success Customer service Staff moral, retention & satisfaction Policy, objectives, procedures, standards Corporate image Customer satisfaction ECM Evaluation

ECM - QA Review on… Schedule Variance Resource Management Variance Total ECM Project Life Cycle Cost Budget Variance Business Functional Delivery Variance ECM Business Case

ECM - Benefits Realised Program Level Savings / Benefit Realised Return on Investment (ROI) Function / Business Unit Level Improved Efficiency / Effectiveness Timely Decisions Information Management Level Improved Information Asset Use Lowered Operating Cost

ECM – Phase 1 ~ 6 (Detailed Activities & References)

Phase 1 – Planning & Requirements (Detailed Activities & References)

Phase 1 – Planning

Link to Org Strategy

Project Statement

Business Case

Business Drivers

Project Vision

Project Goal Statement

Project Objectives

Project Deliverables

Project Scope

Project Schedule

Project Cost

Project Roles & Responsibilities

Project Governance

Project Approach

Performance Measures / Metrics

Project Acceptance

Change Management Plan

Contractor Management Plan

Review Past Lessons Learned

Issue Management Plan

Risk Management Plan

Quality Assurance (QA) Plan

Scheduling Plan

Staffing Plan

Investment Plan

Acquisition Plan

Stakeholder Management Plan

Test Plan

Implementation / Transition Plan

Training Plan

Maintenance & Operations (M&O) Plan

Phase 1 – Requirements

High-Level Requirements Definition

Technical Requirements Definition

Requirements Refinement

Project Definitions

Planning / Funding Approval

Selection Criteria

Phase Closure

Exit Criteria

Phase 1 – Planning

Project Initiation Checklist

http://tinyurl.com/ktdg7w

Project Planning Checklist

http://tinyurl.com/m62b66

Project Management Office

http:// tinyurl.com/mekeua

Project Management Principles

http:// tinyurl.com/nomwme

Project Metrics & Measures

http://tinyurl.com/ljj9kd

Project Portfolio Management

http:// tinyurl.com/lwwrxh

Project, Program and Portfolio Management

http://tinyurl.com/p4d4oa

RACI Matrix

http://tinyurl.com/lqou5x

Risk Management Framework

http://tinyurl.com/kqvr9o

Your Organisation

http:// tinyurl.com/llohxf

5S – Office Audit

http:// tinyurl.com/lbqhmh

Corporate Governance

http://tinyurl.com/ma4s72

Phase 1 – Requirements

Benchmarking

http://tinyurl.com/ohbny4

Business Process Improvement

http://tinyurl.com/mrg584

Performance Improvement Culture

http://tinyurl.com/qmmpsl

Process Audit

http://tinyurl.com/p9dsrc

Process Mapping

http:// tinyurl.com/maxvud

Solving Client Issues

http://tinyurl.com/mzv9tt

Phase 1 – Change Mngt

Change Management

http://tinyurl.com/lduju8

Change Management Checklist

http://tinyurl.com/mq9p3w

Transition & Transformation Change

http://tinyurl.com/r8xtdf

Phase 1 – Stakeholder Mngt

Stakeholder Analysis

http://tinyurl.com/lvtwd7

Stakeholder Communication

http://tinyurl.com/n8tpe2

Stakeholder Engagement

http:// tinyurl.com/nzdecl

Stakeholder Mapping

http://tinyurl.com/l29gun

Stakeholder Relationship Management Audit

http:// tinyurl.com/kmsfxg

Phase 2 – Sourcing / Contract Mngt (Detailed Activities & References)

ECM -Vendor (Formal Scoring)

Side-by-side comparison of each vendor’s software solution in the following areas:

The package itself

Customisations

Training

Maintenance

Estimated support

Implementation

ECM - Evaluation Criteria

Cost

On-going Maintenance

Acquistion & Implementation

Capabilities

Indexing & searching

Reporting

Document capture & acquisition

Document storage formats

Security

Operational

Integration with current technologies

Scalability

Viability

End user acceptance

User training

Technical training

Vendor viability

Alternatives

Enterprise or Web - ECM

ECM - Selection

Conduct a proper requirements analysis

Don’t start by researching the features of numerous systems

Identifying the best possible match between requirements and a system that meets those needs

Phase 2 – Sourcing & Contract

Contract & Tender Management

http://tinyurl.com/mftce6

Sourcing & Optimising Strategies

http://tinyurl.com/l9omlj

Vendor Audits

http://tinyurl.com/kodk8t

Vendor Management

http://tinyurl.com/l7z3r6

Phase 3 – Design (Detailed Activities & References)

ECM - Analys e C ontent L ifecycle

C ontent is developed in many different ways, by many different people and by many different departments

Development may follow a predefined process or it may not and if there is an established process, it may differ from department to department

E xamine your content life cycle and issues associated with it

Phase 3 – Design

Service Delivery & Support

http://tinyurl.com/nh6v5n

Software Development

http://tinyurl.com/l84e4e

Phase 3 – Design

High-Level Design

Detailed Design

Test and Documentation Planning

Design Approval

Phase Closure

Exit Criteria

Phase 4 – Build & Test (Detailed Activities & References)

ECM - Workflow

Roles (players) - the people who do the tasks, identified by their role

Responsibilities (tasks) - the steps to complete a particular piece of work; everything that must get done within a process

Processes - the flow of tasks, as performed by the various players, showing the interactions and interdependencies among players

ECM - Build Taxonomy / Metadata

Taxonomy – Classification Schema

Helps organise content into recognisable categories

Review navigation structure

Standardises how and where content is stored

Metadata

Review values - content owner, expiration date, taxonomy

Phase 4 – Build & Test

Development Strategy and Planning

Test & Train

Document Planning

Development Approval

Change Management

Phase Closure

Exit Criteria

Risk Management

System Validation

Deployment Preparation

Testing Approval

Deployment Training and Documentation

Project Health Check

Quality Assurance (QA)

Phase 4 – Build & Test

Project Execution & Control Checklist

http://tinyurl.com/lr75j6

Quality Assurance & Control

http://tinyurl.com/mmk68b

Testing & Quality Assurance

http://tinyurl.com/n3gzfe

Phase 5 – Transition / Deploy (Detailed Activities & References)

Phase 5 – Transition / Deploy

“ Go / No Go" decision

Final Client Acceptance

Phase Closure

Exit Criteria

Phase 5 – Transition / Deploy

Earned Value Management

http://tinyurl.com/m66z6r

Project Health Check

http://tinyurl.com/ner35d

Service Delivery & Support

http://tinyurl.com/nh6v5n

Phase 6 – Post Implement (Detailed Activities & References)

Phase 6 – Post Implementation

Operations

Process Improvement

Phase Closure

Exit Criteria

Staffing Transfer / Release

Financial Closure

Project Archive

Post Implementation Review (PIR)

Variance (schedule, cost, resources)

Business Functional Delivery Variance

Total Project Life Cycle Cost

Business Case

Benefit Realisation

Phase 6 – Post Deployment

Project Closure Report

http:// tinyurl.com/nuyceh

Project Closure Checklist

http:// tinyurl.com/mdtclk

ECM – Lessons Learned

Remember… Let your content, not the technology, drive your decisions Involve stakeholders early in the process & get buy-in There is no one best solution Set realistic expectation, ECM impact assessment on the entire organisation Talk to current users, survey the field Consider that the launch of a ECM is the beginning, not the end Configure your workflow around your needs, not the needs of the ECM Baseline existing environment & building a site is not a one-time deal