Bpmsurvey

Slide 1: Highlights of AIIM’s BPM Industry Study 13 July 2007

Slide 2: Survey sponsored by...

Slide 3: For more information, see our blog: www.aiim.typepad.com or our website: www.aiim.org/industrywatch

Slide 4: Survey Respondents Represent a Wide Range of Company Sizes and Vertical Industries, With a Focus on the U.S. Market

Slide 5: Figure 2: Figure 1: Major vertical industries How many employees in survey (%) are in your organization? Manufacturing 6 Federal govt 6 24% Utilities, oil and gas 7 How many employees are there in your 50% Insurance 7 organization? Banking and finance 12 26% Consultants 13 State and local govt 14 1-100 101-1,000 >1,000

Slide 6: 8% 19% 9% Figure 3: What is your role in the organization? 23% 23% 18% Line of Business Executive RM DM IT Other

Slide 7: Survey Respondents Represent Rich and Varied Experience Base

Slide 8: Figure 4: What is your org’s 7% experience with RM 16% 31% and DM? None Next 6 months Departmental only 29% 18% Integrating across depts Enterprise strategy

Slide 9: Figure 4: What is your understanding of the following terms? % that “fully understand” the term Document process outsourcing 38 Business process re-engineering 62 Enterprise application integration 41 Bus Process analytics 39 Workflow 88 ECM 77 BPM 61

Slide 10: Figure 5: 11% 20% What is your org’s 11% experience with BPM? None 25% Next 6 months 32% Departmental only Integrating across depts Enterprise strategy

Slide 11: A Solution Without a Clear Owner

Slide 12: Figure 6: Do you have a specific group in your org responsible for 32% BPM? YES NO 68%

Slide 13: Figure 7: To whom does 16% 21% the BPM group report? 2% 5% IT 8% CIO 19% President COO 14% CFO Compliance or legal 15% Quality Other

Slide 14: Success is Not Guaranteed

Slide 15: 6% 16% Figure 8: What is the 36% success of your organization’s BPM initiative? 25% 16% Little to no success Initially difficult; now some success Dept success; no enterprise success yet Leveraged early success into repeatable improvements Very successful at enterprise level

Slide 16: Which Comes First? Process or Content?

Slide 17: Figure 9: In terms of 7% technology, what relationship do you see 30% between ECM and BPM? (From 2007 State 38% of ECM Industry Survey) 26% BPM a subset of ECM ECM a subset of BPM Two separate initiatives; some intersection Not related

Slide 18: Back Office and Customer Service Head the List of Targeted Business Applications for BPM Initiatives

Slide 19: Figure 11: In which business Figure 10: In which business applications have you applications MIGHT your ALREADY implemented a BPM organization implement a solution? BPM solution? Vendor communications 40 Vendor communications 17 Customer communications 35 Customer communications 14 R&D 15 R&D 8 Risk management 27 Risk management 11 General admin 47 General admin 22 HR 50 HR 25 Sales and marketing 28 Sales and marketing 14 IT services 25 IT services 51 Supply chain or logistics 12 Supply chain or logistics 22 Manuf and fulfillment 11 Manuf and fulfillment 14 Compliance documentation 17 Compliance documentation 51 Compliance management 18 Compliance management 44 Order entry and billing 20 Order entry and billing 37 Back office operations 31 Back office operations 52 Cust service 27 Cust service 53

Slide 20: Lessons Learned: Plan and Get Educated

Slide 21: Figure 12: What is THE MOST IMPORTANT obstacle or problem to overcome in your organization with regards to BPM? Lack of training external suppliers 3 Lack of training internal staff 13 Failed to define benefits beyond unit 4 Underest content migration issues 4 Poorly defined business case 6 Failed to address taxon and metadata 4 Failed to prioritize high-value content 1 Uneven usage; poor enforcement 5 Low user acceptance; poor design 4 Underest process and org issues 20 Internal politics 14 Excessive “scope creep” 12 Budget overrun 8

Slide 22: Figure 13: What is the level of need in your organization for vendor independent training on BPM? 4% 11% 33% 19% 32% None Some Moderate Significant Urgent

Slide 23: BPM Requires Justification, But No Single Best Approach Exists

Slide 24: Figure 14: How important is it in 8% 4% your organization to justify BPM investments? 12% 39% Don’t know Not important at all Somewhat unimportant 36% Somewhat important Very important

Slide 25: Figure 15: Which approach to justification is used in your organization with regards to BPM investments? (Can check more than 1; only those reporting at least one) Payback period 32 Internal rate of return 19 ROI 73 Net present value 16 Total cost of ownership 41

Slide 26: Figure 16: What is 15% the expected 21% payback time for your BPM initiative? 14% < one year 1-3 years 4-5 years 50% Not calculated

Slide 27: BPM Has a Wide Reach

Slide 28: Figure 17: How Likely Would Your Organization be to Use a BPM Solution 4% that Manages Both 23% 21% Outbound and Inbound Segments of a Business Process? 25% Don’t understand the question 26% Not likely Somewhat likely Likely Very likely

Slide 29: BPM Not a Turnkey Implementation – Held Close to Home

Slide 30: Figure 18: Which Processes are Candidates for a BPM Solution that Would Include Both Outbound and Inbound Capabilities? Vendor communications 34 Customer communications 32 R&D 8 Risk management 15 General admin 36 HR 36 Sales and marketing 26 IT services 32 Supply chain or logistics 13 Manuf and fulfillment 9 Compliance documentation 36 Compliance management 24 Order entry and billing 30 Back office operations 40 Cust service 42

Slide 31: 5% 5% Figure 19: Which Best 5% Describes Your Organization's Approach to Implementation of BPM Solutions? 47% Integrate BPM with Other Systems 38% Customized Packaged Solution Hosted/SaaS Outsourced/Not SaaS Other

Slide 32: Figure 20: How Likely 6% 10% Would Your Organization 12% Ever Consider a \"Software as a Service\" to Meet its BPM Needs? 47% 25% Don’t know; don’t understand Not likely Somewhat likely Likely Very likely

Slide 33: Survey sponsored by... For more information, see our blog: www.aiim.typepad.com