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An Outlook To The Future Of ECM Enabled Business Process


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  • Thanks Markus, glad you highlighted this. We didn’t call out the many OT products in use at each of the customers, just focused on solution areas specific to our topic (we always point to the full success stories for that add’l detail). Cheers.
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  • Appreciate your comments, perhaps I should have posted a description of the deck to clarify how it had been used, just getting my feet wet here in the knowledge sharing space & learning the ropes as I go. Just to level set here, we used this as an introductory discussion with existing customers who of course are coming at this topic from a content management perspective and are looking to us for expertise & guidance in how to better put their content to work for them. No intention to highlight a specific product or solution – merely to incite discussion and provoke thought around how to expand upon their current ECM strategies to solve specific, collaborative business process problems. Aim was to provide a ‘Coles Notes’ version of some of the great dialogue on the topic that’s been happening online.
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  • Why didn't you mention that in most case studies of this presentation you were using RedDot CMS* for the end-user delivery solution?

    *Web Site Management
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An Outlook To The Future Of ECM Enabled Business Process

  1. 1. Product Marketing Manager November 11, 2010 Rev 2.0 01102010 An Outlook to the Future of ECM Enabled Business Process Alison Clarke Copyright © Open Text Corporation. All rights reserved. Product Marketing Manager Alex Martinez
  2. 2. What can I take away? 1. Where do I find opportunities for content centric business process? 2. Taking a Case Management based approach - how does that differ from BPM? 3. Where do the worlds of Case & Transaction intersect? Customer stories. 4. Emerging trends, how do you ensure you’re prepared? 2
  3. 3. What are the top drivers for ECM in most organizations by a factor of 2:1 over compliance? Improving efficiency and optimizing business processes 3 years ago they were equal 3 AIIM State of the ECM Industry 2010
  4. 4. How do we maintain a competitive edge? 4
  5. 5. How do we remain relevant?
  6. 6. 6 What’s the impact of ineffective business process management your business?
  7. 7. What tools do you provide to ensure they deliver superior service to ensure not only satisfaction but to encourage loyalty? 8
  8. 8. Knowledge is a significant asset to your organization. How do you ensure you retain it’s value? 9
  9. 9. Do you provide an environment that fosters innovation? 1010
  10. 10. Are you risking processes that are integral to your success with paper? Do your people go off the grid to solve the problems they are responsible for? 11
  11. 11. Finding the information to make decisions can be time consuming. Are even your most competent people struggling to be effective? 12
  12. 12. “In the attention economy, every decision is a business investment” —James Kobielus, Forrester 13
  13. 13. 14
  14. 14. 15
  15. 15. Process takes on many shapes and forms. Some processes are highly predictable… 16
  16. 16. Other processes, not so much…
  17. 17. Knowledge Worker Three Patterns of Information Work 18 Structured Task Worker Data Entry Worker
  18. 18. How do you support unpredictable, complex or collaborative process? 19
  19. 19. Source: “Enterprise Apps Customers Have Issues” Forrester report Can’t these problems be solved with BPMS?
  20. 20. 21 The defining Characteristic? We have a goal… We have a plan… But we can’t predict what we’ll encounter on the way… until it happens…
  21. 21. “A highly structured but collaborative, dynamic, and information-intensive process driven by outside events requiring incremental and progressive responses from the business domain handling the case.” — Connie Moore, Forrester What is Case Management? 22
  22. 22. BPM Case Process Orientation Predictable, repeatable, structured processes – design first execute later Dynamic, unstructured, ad hoc processes, Design by Doing Process Design Business process analyst, top down Business user, bottom up, templates Value Automation & elimination of repetitive tasks, throughput Knowledge sharing, problem solving, improved outcomes Duration Short term Long running, multiple sub processes Progression Sequential, task driven Milestones, goal driven Decision Making Human to System, data oriented Human to Human, collaborative
  23. 23. A dynamic collection of all the People Content Data Collaboration Reporting History Events Policies Rules Analytics and process needed... to manage the case from start to finish
  24. 24. Investigation (criminal, internal) Chronic Disease Management Audit/ExamContracts Facilities & Equipment Management Human Resources (Disciplinary, Performance, Benefits) Inquiry, Service Request, Complaint Claims Processing Projects (M&A, expansion) Applications, Registries & Permits Wealth Management Health & Human Services 25 Some Examples
  25. 25. Challenges  Cost of paper-based storage  Manual process further slowed by international requirements  Increased compliance mandates Business Value  Centralized BPM and ECM drives efficiency and company growth  Automated & optimized processes for efficiency, quality  Seamless integration with SAP  Legacy system decommissioning  Elimination of paper-based content management  Supports rapid growth initiatives Solution  Open Text Content Server, Archiving, Case Management, SAP Accounts Payable Industry: Retail Supporting Retail Expansion at Deichmann 26 Use Case  Project Management, retail expansion Success Story
  26. 26. Patent Management at Fraunhofer-Gesellschaft 27 Challenges  Costs of paper archive  Time-consuming processes due to decentralized structure  Increasing number of inventions per year Solution  Open Text Case Management Use Case  Electronic Patent Management Business Value  Real-time search for documents and files throughout the company  Cost reduction of paper archive  Increased transparency  Higher process productivity Success Story
  27. 27. BACKGROUND Wayne County Facts 3200 Employees Est. population of 2 Million 2 + Billion budget CHALLENGE  Paper Based Processes  No transparency & no accountability  Reduce cost due to budget shortfalls SOLUTION  Online Service Request System  With integration to JD Edwards  Process Automation beginning with Department of IT BENEFITS  Reduced manual and paper based processes  Online system accessible by all authorized personnel  Applicant track status of service request  Reporting and search capabilities Wayne County SRS 28
  28. 28. Case Management Next Generation  Crystal ball
  29. 29. Adaptable
  30. 30. Flexible
  31. 31. Social
  32. 32. Repeatable 34
  33. 33. Integrated 35
  34. 34. Analytical
  35. 35. Questions Is content central to my processes? Are they optimized? Could ECM enabled process solve the problems?
  36. 36. Contact Us Alison Clarke Product Marketing Manager Phone: +1 519 888 7111 x 2604 Slide 38 Alex Martinez Manager, Product Marketing Phone: +1 519 888 7111 x 2949
  37. 37. Click to visit the Open Text ECM Suite 2010 Site and discover how to Do More With Your Content.