Dynamic Case Management with EMC Documentum xCP

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Learn how Documentum xCP can be used to automate dynamic, unstructured, human processes and to create custom applications without custom code. This presentation was first given at the 2010 Gartner PCC conference. To learn more about xCP, visit: www.emc.com/xcp

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  • 1.
  • Dynamic Case Management with EMC Documentum xCP

    1. 1. Dynamic Case Management with Documentum xCP<br />Chris Preston<br />Sr. Director, WW Product Marketing<br />EMC Corporation<br />
    2. 2. Challenges<br />Reduce operating costs<br />Retain and acquire customers<br />Reduce risk<br />
    3. 3. Agility is top Priority<br />88%<br />of Executives<br />Source: The Economist Intelligence Unit Report “Organizational Agility: How business can survive and thrive in turbulent times”<br />
    4. 4. Agile Companies<br />30%<br />37%<br />Higher Revenue<br />Grow Faster<br />Source: The Standish Group International Study<br />
    5. 5. In light of the economic downturn, what do you believe are your organization's priorities in terms of improving agility?<br />Improving process efficiency (e.g. change management, outsourcing, automation and standardization)<br />Improving knowledge management and information sharing processes<br />Encouraging (and extending) collaboration across the business and beyond<br />Source: The Economist Intelligence Unit Report “Organizational agility : How business can survive and thrive in turbulent times”<br />
    6. 6. Focus on Case Management <br />People, process and information intensive<br />Cross-functional and decision intensive<br />Customer or service facing<br />Need to account for “how” and “why” decisions were made<br />Greatest opportunity to reduce operational costs <br />and enhance service<br />6<br />
    7. 7. Case<br />Straight Through<br />Project<br />Attributes<br />Attributes<br />Attributes<br /><ul><li>Tens to thousands/day
    8. 8. Semi-structured process
    9. 9. Systems and people
    10. 10. Information/content-centric
    11. 11. Millions++/day
    12. 12. Highly structured
    13. 13. Systems intensive
    14. 14. Relational data-centric
    15. 15. Small number
    16. 16. Limited structure
    17. 17. People intensive
    18. 18. Project-centric</li></ul>Examples<br />Examples<br />Examples<br /><ul><li>Claims processing
    19. 19. HR on-boarding
    20. 20. Financial transactions
    21. 21. CRM, ERP
    22. 22. New product development
    23. 23. Mergers and acquisitions</li></li></ul><li>People<br />Data<br />Content<br />Process<br />Communication<br />Collaboration<br />Reporting<br />Events<br />Policies<br />What’s In a Case?<br />
    24. 24. Case Management Scenario<br />INTERNAL<br />Case Initiation <br />Case Closing<br />Account Details<br />Archive Request<br />Notify Customer<br />Update Account<br />Delete Account<br />Data Mapping<br />Index<br />EXTERNAL<br />CSR Review<br />
    25. 25. What is Case Management?<br />A pattern of work that includes the creation, routing, collaboration on, and monitoring of case materials for the purpose of making optimal business decisions.<br />Case Management<br />
    26. 26. What is Case Management?<br />Non-<br />Deterministic<br />Driven by<br /> Human Decision<br /> Making<br />Case Management<br />Driven by<br /> Content Status<br />
    27. 27. Value Across the Enterprise<br />Case-basedprocesses are cross-functional, cutting across organizational boundaries<br />
    28. 28. Finance<br />Human Resources<br />Customer Service<br />Legal<br />Corporate Services<br /><ul><li>Accounts payable
    29. 29. Accounts receivable
    30. 30. Claims and dispute resolution
    31. 31. Supplier management
    32. 32. Order-to-cash
    33. 33. Procure-to-pay
    34. 34. Benefits administration
    35. 35. Employeeon-boarding
    36. 36. Employee off-boarding
    37. 37. Employee performance review
    38. 38. Customer correspondence
    39. 39. Call center
    40. 40. Constituent service
    41. 41. Contracts management
    42. 42. Legal matter management
    43. 43. Auditing and compliance
    44. 44. Environment, health and safety
    45. 45. Facilities and equipment management
    46. 46. Quality and performance monitoring
    47. 47. Travel management</li></li></ul><li>Public Sector<br />Energy &<br />Utilities<br />Financial Services<br />Insurance<br />Healthcare<br /><ul><li>Process safety management
    48. 48. FERC eTariff
    49. 49. Transmittals process
    50. 50. Well log file management
    51. 51. SOP processing
    52. 52. Grants management
    53. 53. Tax processing
    54. 54. Unemployment
    55. 55. Welfare Services
    56. 56. Loans operations
    57. 57. New account opening
    58. 58. Dispute resolution
    59. 59. Wealth Management
    60. 60. Claims management
    61. 61. Underwriting
    62. 62. New account opening
    63. 63. Policy management
    64. 64. Virtual patient records
    65. 65. Claims processing
    66. 66. Member enrollment
    67. 67. Revenue cycle management</li></li></ul><li>Common Challenges<br />Processes are inefficient as they are run today<br />Information incomplete/misplaced<br />Lack of visibility<br />Difficulty of enforcing compliance<br />
    68. 68. Business Drivers<br />Long loan process times due to backlog of loan requests by resource<br />Complex user experience with multiple external systems<br />Adhere to regulatory compliance mandates<br />Case Management Streamlines Mortgage Loan Origination<br />
    69. 69. Results<br />50% reduction in loan processing time – 30 days to 2 weeks<br />Increased loan requests by 100% with same resources<br />Reduced complexity of supporting loan documents (100 per customer)<br />Improved compliance with process visibility<br />Case Management Streamlines Mortgage Loan Origination<br />
    70. 70. How Does IT Deliver?<br />Business demands faster ROI<br />Reduce total cost of ownership<br />Reduce complexity<br />Less resources<br />
    71. 71. Build<br />Buy<br />Custom Development<br />Commercial Off-the-shelf<br />
    72. 72. Commercial Off-the-shelf<br />Advantages<br /><ul><li>Simple, easy approach to a specific problem
    73. 73. Likely to meet your basic needs</li></li></ul><li>Commercial Off-the-shelf<br />Drawbacks<br /><ul><li>Very limited customization to your specific situation
    74. 74. No ability to grow or adapt to changing needs </li></li></ul><li>Custom Development<br />Advantages<br /><ul><li>Unique solution to your problem
    75. 75. Customizable to the smallest detail
    76. 76. Design exactly what you want</li></li></ul><li>Custom Development<br />Drawbacks<br /><ul><li>Extremely complex and time-consuming
    77. 77. Cost over-runs and project delays are guaranteed
    78. 78. Expensive to make changes once built</li></li></ul><li>AgilityLower CostLess Risk<br />xCP<br />
    79. 79. A New Standard forCase Management<br />xCP<br />
    80. 80. ECM Components <br />Integrated Platforms<br />
    81. 81. Static <br />“Coded” Applications<br />Dynamically “Compose”<br />Applications<br />
    82. 82. Modern Custom Assembly<br />Configured from pre-defined plans, options<br />Incorporate engineering best practices<br />Complex things happening but you don’t have to worry about them<br />
    83. 83. Modern Custom Assembly<br />Latest innovative technologies<br />Reusable, configurable design plans<br />Pre-built components for quick, reliable assembly<br />Established best practices<br />
    84. 84. Integrated Capabilities<br /><ul><li>All the functionalityyou need
    85. 85. Thoroughly integrated (more reliable)
    86. 86. Well-formed service-oriented architecture</li></li></ul><li>IntegratedCapabilities<br />Business process management<br />Content management<br />Collaboration<br />Customer communications<br />Intelligent capture<br />Case constructs<br />Compliance<br />Monitoring and reporting<br />
    87. 87. Analyze & Model<br /><ul><li>Analyze and simulate processes before putting them into production
    88. 88. Intuitive graphical process modeling
    89. 89. Easily integrate with business applications
    90. 90. Rapid application development and deployment</li></ul> Analysis & Simulation<br /> Process Modeling<br />
    91. 91. Enterprise Capture<br /><ul><li>Invoice Number
    92. 92. Vendor Name
    93. 93. Purchase Date
    94. 94. Subtotal
    95. 95. Grand Total
    96. 96. Payment Terms
    97. 97. 10010
    98. 98. Acme Products
    99. 99. 30 January 2008
    100. 100. $ 6,014.81
    101. 101. $ 6,025.88
    102. 102. Net 30 Days</li></ul>Capture<br />Classify<br />Extract<br />Validate<br />Deliver<br />
    103. 103. Capture Throughout the Enterprise<br />Bringing Capture to the People<br />Immediate Return on Investment<br />Leverage existing investment in MFPs<br />Eliminate shipping costs<br />Reduce cycle times<br />Reduce risk of loss<br />Executive Offices<br />Human Resources<br />Legal<br />Accounting<br />Classify<br />Extract<br />Validate<br />Deliver<br />Capture<br />Operations<br />
    104. 104. Highly-Configurable, All-in-One Case-Based UI<br />Accelerates development and deployment<br />Increases productivity<br />Optimizes decision making<br />
    105. 105. Ordinary<br />Personalized Communication<br />Extraordinary<br />
    106. 106. Automated Compliance & Adherence to Best Practices<br /> Controls<br />User Authentication, Access Control & Authorization<br />Records retention<br />Digital shredding<br />Rights management<br />Encryption on disk, during transfer & beyond firewall<br /> Enforcement<br /><ul><li>Process mapping
    107. 107. Task routing
    108. 108. Reminders
    109. 109. Reports, logs, audit trails
    110. 110. Escalations / alerts</li></li></ul><li>Real Time Visibility: Sense, Assess, Respond<br />Track processes as they occur in real time<br />Monitor Key Performance Indicators (KPIs)<br />Continuously make process improvements<br />
    111. 111. Reusable Components<br />Composition Tools<br />xCelerators<br />Community<br />
    112. 112. Reusable Components<br />Prebuilt, not startingfrom scratch<br />Reusable across multiple processes and applications<br />Improves quality and consistency<br />
    113. 113. Composition Tools<br />Graphical user tools<br />Rapid app development without coding<br />Quick and easy adjustments as needs change<br />
    114. 114. Defined Processes<br />Configured Forms<br />Assembled User Experience<br />
    115. 115. xCelerators<br />Speed both development and deployment<br />Sample apps, solution templates, express installers, reference architecture, best practices… <br />
    116. 116. Community<br />Active online community<br />Developers and designers<br />Docs, samples, tips, discussions, etc.<br />Free access to software and sample code<br />
    117. 117. Contracts Management<br />Loan Operations<br />Integrated Eligibility<br />Permitting<br />Applications and Solutions<br />CAD Management<br />Transmittals<br />Tax Modernization<br />Virtual Patient Records<br />New Account Opening<br />
    118. 118. “…Combined with Unisys 3D Blueprinting tools and methodology and our strength in application modernization and outsourcing, we can now build repeatable and proven case management applications for our clients much faster…” <br />Paul Barber<br /> Director, Enterprise Content Management Practice <br /> Unisys Corporation<br />
    119. 119. 1<br />2<br />3<br />New standard for rapidly building dynamic case-based applications and solutions <br />Single composition platform to deliver applications and solutions up to 50% faster, at a substantially lower cost<br />Configure versus code: fewer resources, less complexity, less risk - delivering greater agility and lower TCO<br />The Bottom Line: Speed to Value<br />
    120. 120. xCPThe Right Decision in Every Case<br />For more information, please visit: <br />http://www.emc.com/collateral/demos/microsites/xcp/index.htm<br />

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