Monica Crocker Implementing Ecm Aiim 2009


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Monica Crocker Implementing Ecm Aiim 2009

  1. 1. Implementing Enterprise Content Management <ul><li>Gaining the Benefits while Avoiding the Headaches </li></ul><ul><li>Monica Crocker, PMP, CRM, LIT </li></ul><ul><li>ECM Business Consultant </li></ul><ul><li>[email_address] </li></ul><ul><li>952-844-2683 </li></ul><ul><li>Minnesota AIIM CONTROL Expo </li></ul><ul><li>January 26, 2009 </li></ul>
  2. 2. Definitions <ul><li>Enterprise Content Management, as per AIIM: Capture, manage, store, preserve and deliver content and documents related to organizational processes. </li></ul><ul><li>Structured versus Unstructured Information: ECM allows the management of the organizations unstructured info, wherever that information exists. </li></ul><ul><li>Records Management: Providing the right information to the right person at the right time at the lowest possible cost. </li></ul><ul><li>Business Process Management, as per AIIM: practice that seeks to model, modularize, service-enable, monitor and ultimately optimize business processes. </li></ul>
  3. 3. Business Drivers <ul><li>Increased efficiency/productivity (do more or use less or keep more revenue) </li></ul><ul><li>Better reporting/transparency </li></ul><ul><li>Improve process consistency </li></ul><ul><li>Improve organizational flexibility/agility </li></ul><ul><li>Retain corporate knowledge </li></ul><ul><li>Extend processes outside the organization </li></ul><ul><li>Retain staff or make new ones productive faster </li></ul><ul><li>Improve customer service/satisfaction </li></ul><ul><li>Enable compliance with regulations or standards </li></ul><ul><li>Facilitate litigation response </li></ul>
  4. 4. Technologies Included page 1 of 2 <ul><li>Imaging/Scanning-for content that originates as paper </li></ul><ul><li>Character Recognition (ICR/OCR)- for conversion of bitmap characters into ASCII </li></ul><ul><li>Document Management-for content that originates as electronic files (Sharepoint and shared drives) </li></ul><ul><li>Electronic Forms-for repeatable transactions that can be completed electronically </li></ul><ul><li>Email Mgmt-for…well, you know </li></ul><ul><li>Workflow-to apply automated rules to standardized, high volume or high value electronic business processes </li></ul>
  5. 5. Technologies Included page 2 of 2 <ul><li>Web Content Management-for content published to web sites </li></ul><ul><li>Collaboration Tools-for ad hoc management of content creation and communication, included related tasks </li></ul><ul><li>Electronic Records Mgmt-the tools needed to ensure electronic records are managed in a manner compliant with applicable rules, such as retention </li></ul><ul><li>Electronic Discovery Tools-the tools needed to find and secure content subject to litigation or audit </li></ul><ul><li>Enterprise Report Mgmt (COLD)-for content that used to be printed on green bar reports </li></ul>
  6. 6. Movement toward standards <ul><li>File Formats: TIFF, PDF-A </li></ul><ul><li>Data exchange format: XML </li></ul><ul><li>Development tools: java, .NET </li></ul><ul><li>Repository “federation”: access across repositories </li></ul><ul><li>Storage media: no longer requires optical disk </li></ul><ul><li>Web-based user interfaces </li></ul><ul><li>Use industry standard databases </li></ul><ul><li>Vendors offering packaged interfaces to solutions with a significant % of the marketplace (such as SharePoint) </li></ul><ul><li>CMIS: Content Management Interoperability Services (from IBM, Microsoft, EMC, SAP, OpenText, Oracle, and Alfresco) </li></ul>
  7. 7. Budget/Staffing Issues <ul><li>Significant ongoing expense of “capture” labor </li></ul><ul><li>Install/upgrades may require vendor assistance </li></ul><ul><li>Application support requires specialized training </li></ul><ul><li>Users need significant training (initial and ongoing) </li></ul><ul><li>Systems require redundancy/high availability </li></ul><ul><li>Applications require a lot of data and can significantly impact database infrastructure </li></ul><ul><li>Solutions require massive storage </li></ul><ul><li>To out source or not to outsource…. </li></ul><ul><ul><li>Document capture services </li></ul></ul><ul><ul><li>Support (including SaaS) </li></ul></ul><ul><ul><li>Development </li></ul></ul>
  8. 8. Implementation Pain <ul><li>The top 5 issues encountered during implementation </li></ul><ul><ul><li>Underestimated process and organizational issues; </li></ul></ul><ul><ul><ul><li>Understand solution impact & organizational readiness, commitment & acceptance </li></ul></ul></ul><ul><ul><li>Lack of training for internal staff; </li></ul></ul><ul><ul><ul><li>Application (use and support) </li></ul></ul></ul><ul><ul><ul><li>Process and policies </li></ul></ul></ul><ul><ul><li>Internal politics </li></ul></ul><ul><ul><ul><li>Lack of support (lack of understanding of strategic importance) </li></ul></ul></ul><ul><ul><ul><li>Changing priorities </li></ul></ul></ul><ul><ul><li>Uneven use-poor procedures and enforcement; </li></ul></ul><ul><ul><ul><li>Ways of working change(process & people) </li></ul></ul></ul><ul><ul><ul><li>Alternatives remain (printers, personal storage) </li></ul></ul></ul><ul><ul><li>Underestimated the effort to migrate content; </li></ul></ul><ul><ul><ul><li>Electronic </li></ul></ul></ul><ul><ul><ul><li>Paper </li></ul></ul></ul><ul><li>(source, AIIM Top 5 ECM Implementation Issues, YouTube) </li></ul>
  9. 9. Project Approach <ul><li>Plan the solution for the enterprise, but implement on a functional level (information architecture) </li></ul><ul><li>Identify Project Steering Committee-for the program </li></ul><ul><li>Identify Project Champion-for each project </li></ul><ul><li>Gather Requirements-for the enterprise </li></ul><ul><li>Identify Standards-for the enterprise </li></ul><ul><li>Define Deployment Approach-how centralized? </li></ul><ul><li>Design Solution (both enterprise and function level) </li></ul><ul><ul><li>Complete Business Process Redesign/Re-engineering </li></ul></ul><ul><ul><li>Define Functional Requirements (functions, NOT features) </li></ul></ul><ul><ul><li>Develop Solution (see slide) </li></ul></ul><ul><li>Implement Solution – one function at a time (which is not the same as piecemeal) </li></ul>
  10. 10. Project Anomaly <ul><li>Over-communication is almost impossible </li></ul><ul><ul><li>COMMUNICATE strategically </li></ul></ul><ul><ul><li>COMMUNICATE politically </li></ul></ul><ul><ul><li>COMMUNICATE within the project team </li></ul></ul><ul><ul><li>COMMUNICATE tactically (users) </li></ul></ul><ul><ul><li>COMMUNICATE with other organizations/users </li></ul></ul><ul><ul><li>COMMUNICATE with the vendor(s) </li></ul></ul><ul><ul><li>COMMUNICATE with anyone that might be creating a “content silo” </li></ul></ul>
  11. 11. Design Solution <ul><li>Options include: </li></ul><ul><ul><li>Archival of documents created by another system - file import </li></ul></ul><ul><ul><li>Conversion of existing backfile - file capture, including indexing, bar codes, ICR/OCR </li></ul></ul><ul><ul><li>Capture of day forward documents - file capture, including indexing and fax capture </li></ul></ul><ul><ul><li>Automated routing of documents in workflow </li></ul></ul><ul><ul><li>Flexible searches – including full text, multiple record types and reuse of documents for future work </li></ul></ul><ul><ul><li>Integration with other system(s) – as needed to facilitate all the functions above </li></ul></ul><ul><ul><li>Various tools/techniques for user support/training </li></ul></ul>
  12. 12. Resources Required page 1 of 2 <ul><li>Technical </li></ul><ul><ul><li>Strategy/architecture </li></ul></ul><ul><ul><li>Database </li></ul></ul><ul><ul><li>Application Support </li></ul></ul><ul><ul><li>Infrastructure Support </li></ul></ul><ul><ul><li>Developer </li></ul></ul><ul><ul><li>Security </li></ul></ul><ul><li>Business Analyst </li></ul><ul><li>Project Manager (with strong hold on scope creep) </li></ul><ul><li>Subject Matter Expert from all affected business areas </li></ul><ul><li>Executive Level Sponsorship or other strong driver </li></ul>
  13. 13. Resources Required page 2 of 2 <ul><li>Records Manager and/or Legal </li></ul><ul><li>Taxonomist/Librarian/Information Architect-to help with Taxonomy (see following slides) </li></ul><ul><li>Change Management Expert </li></ul><ul><li>Governance/Steering Committee-that is willing to provide long term oversight </li></ul><ul><li>Solution Support Options </li></ul><ul><ul><li>Internal </li></ul></ul><ul><ul><li>Outsourced </li></ul></ul><ul><ul><li>SaaS </li></ul></ul>
  14. 14. Taxonomy Soapbox <ul><li>Definitions </li></ul><ul><ul><li>Metadata: data about data, or in this case, content </li></ul></ul><ul><ul><li>Dublin Core Metadata (ISO Standard 15836-2003): The Dublin Core Metadata Element Set is a vocabulary of fifteen properties for use in resource description. </li></ul></ul><ul><ul><li>Taxonomy: Means to classify content </li></ul></ul><ul><ul><li>Functional Taxonomy: classifying content based on the function it supports, versus the part of the organization that created it or the specific topic (Human Resources example) </li></ul></ul><ul><ul><li>Other types of taxonomies: hierarchical, folksonomy, </li></ul></ul><ul><li>Lesson learned: come up with taxonomy before adding content, make that lexicon intuitive, long lasting and readily available for reference, including preferred terms, definitions, synonyms, etc. (blue form example) </li></ul>
  15. 15. Findability <ul><li>Why it’s important and what it is* </li></ul><ul><ul><li>The art and science of making content findable, based on the standards users set as a result of their web experience </li></ul></ul><ul><ul><li>“ A fundamental difference between Findability and its predecessor and component, search, is where the burden of effort lies. Under Findability, the burden of intelligent content processing is placed on the content itself. It is the content that is made “findable” in any number of scenarios….Findability strategies establish content that is aware of its potential value in any number of settings, and leverage art and science to respond to these settings.” </li></ul></ul><ul><ul><li>Precision versus Recall – finding only what is relevant, versus finding everything </li></ul></ul><ul><ul><li>When asked the degree to which Findability is critical to their overall business goals and success, 62% of respondents indicated that it is imperative or significant. </li></ul></ul><ul><ul><li>*AIIM, Int’l White Paper “Findability” ) </li></ul></ul>
  16. 16. Taxonomy Approach <ul><li>Develop standard (ideally, enterprise-wide) taxonomy (or at least metadata) </li></ul><ul><ul><li>Collect all existing organization “taxonomies” and research other examples </li></ul></ul><ul><ul><li>Develop, test, implement organizational taxonomy </li></ul></ul><ul><ul><li>Implement lexicon within ECM </li></ul></ul><ul><li>Individuals don’t want to figure it out themselves </li></ul><ul><li>Consistency is critical to system integrity </li></ul><ul><li>Intuitive indexing leads to improved system usability </li></ul><ul><li>Indexing is a significant portion of effort associated with system, so it should be foolproof </li></ul><ul><li>Automated indexing only works if both systems use similar values (call things the same name) </li></ul>
  17. 17. Conclusion <ul><li>A successful, sustainable ECM program must involve collaboration between records management, information management, IT, and business users. </li></ul><ul><li>You must have a foundation of policies and standards that are practical and consistently implemented. </li></ul><ul><li>Update and/or create records retention schedules and follow up with regular, proper disposal of records. </li></ul><ul><li>Institute on-going education and training for business users at all levels. </li></ul><ul><li>Build on what others have done! </li></ul>
  18. 18. Resources <ul><li>AIIM: and </li></ul><ul><li>ARMA: and </li></ul><ul><li>ISO: </li></ul><ul><li>ANSI: </li></ul><ul><li>TAWPI: </li></ul><ul><li>BFMA: </li></ul><ul><li>Dublin Core Metadata Initiative: </li></ul><ul><li>National Archives Records Mgmt: </li></ul><ul><li>KMWorld: </li></ul>
  19. 19. <ul><li>Questions? </li></ul><ul><li>Monica Crocker, PMP, CRM, LIT </li></ul><ul><li>ECM Business Consultant </li></ul><ul><li>[email_address] </li></ul><ul><li>952-844-2683 </li></ul>