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How can I get rid of paper in my business processes?


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Highlights of new AIIM research, Paper Wars, released to coincide with World Paper Free Day --

Published in: Business

How can I get rid of paper in my business processes?

  1. 1. 1 ©2014, AIIM, How Can You Get Paper out of Your Business Processes?
  2. 2. AIIM Vision: Information at work that is simple, secure, and available anywhere, anytime, and on any device. ©2014, AIIM,
  3. 3. AIIM’s mission is to improve organizational performance by empowering a community of leaders committed to information-driven innovation.
  4. 4. The best collection of content and tutorials in the world on the intersection between information and process. US$169/year -- $14 per month. Group memberships for departments and companies available.
  5. 5. Agenda ● Looking Ahead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, 5
  6. 6. The Big Bang
  7. 7. CONSUMERIZATION is transforming what users expect from applications and how we deliver them. We are now in the era of user-centric IT.
  8. 8. CLOUD AND MOBILE are creating an expectation of anywhere, anytime access and transforming how we engage with customers and employees.
  9. 9. THE INTERNET OF THINGS is generating massive amounts of new data and information, creating enormous new challenges and opportunities. ©2014, AIIM,
  10. 10. The Impact…“Our processes are broken, we are buried in information and it is killing our ability to satisfy our customers.” ©2014, AIIM,
  11. 11. How do I turn Information Chaos into Information Opportunity?
  13. 13. 13 How many of the documents that you scan would you say are “born digital“ (unchanged from printer to scanner)? • For 34% of org, half or more of scanned docs are 100% born digital. • Average: 35.6% of scanned docs born digital. ©2014, AIIM,
  14. 14. Agenda ● Looking Ahead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, 14
  16. 16. Paper reduction improving, but slowly. Would you say that the consumption of paper and/or number of photocopies in your organisation is? 21% increasing (blue & red) 44% decreasing. (purple & aqua) Decreasing fastest in mid-sized. Cf. 2011 survey, 32% increasing, 35% decreasing Increasing rapidly, 5% Increasing somewhat, 16% Stable, 34% Decreasing somewhat, 37% Decreasing rapidly, 7% ©AIIM 2014 -- N=362 ©2014, AIIM,
  17. 17. A lack of management commitment. Do you have a specific policy or maxim to “Drive paper out of the business”? Only 35% have a maxim to drive paper out of the business. (33% of smallest orgs, 37% of largest orgs.) Don’t know, 4% ©AIIM 2014 -- N=365 Yes, 35% No, 60% ©2014, AIIM,
  18. 18. Change management -- organizational. Why do you think there is still paper in so many of your business processes? (Max THREE) 47% 44% 43% 40% 29% 23% 18% 15% 14% Lack of management initiatives or… We need physical signatures on paper Staff prefer paper for… Lack of understanding of paper-free options Suppliers and customers continue to send… Legal admissibility will be compromised It’s a major and potentially disruptive … Paper provides a more reliable/… Not cost-effective to provide suitable… ©AIIM 2014 -- N=325 ©2014, AIIM,
  19. 19. Zombie paper – the Walking Dead 19 How many of the documents that you scan would you say are reprinted from the scanned copy?? • For 14% of org, half or more of scanned docs are reprinted. • Average: 19.1% of scanned docs reprinted.
  20. 20. Déjà vu - 1 PAPER PERSISTENCE 20 LEGAL LIMBO ©2014, AIIM,
  21. 21. We haven’t dealt with the skeptics. Which departments in your organization would you say are the most resistant to the introduction of paper-free working? 37% 33% 21% 21% 16% 12% 7% 6% 4% 4% 11% Legal Finance HR General admin/operations Senior execs/board level R&D, Drawing Office Sales Marketing IT Delivery and Logistics None ©AIIM 2014 – N=258 ©2014, AIIM,
  22. 22. Back office still an automation back water. Which of the following do you still mostly send out as paper? 62% 37% 33% 26% 19% 19% 19% 19% 12% Contracts and agreements Invoices Sales brochures/data sheets Statements Purchase orders Receipts, remittance advices Recruitment materials Engineering, construction or… Renewal/subscription/debit… ©AIIM 2014 – N=301 LEGAL FINANCE/G&A HR ©2014, AIIM,
  23. 23. How many of the documents that you scan are destroyed 23 after scanning? • For 61% of orgs, half or more of scanned docs are not destroyed after scanning. • Average: 65.1% of scanned docs not destroyed after scanning.
  25. 25. Input adhocracy reigns supreme. 9% 9% 18% 19% 45% Scan “at the door” or Digital mailroom Dedicated scan in advance of the process Scan to archive after the process We only do ad hoc scanning Distributed multi-channel capture ©2014, AIIM,
  26. 26. Example -- Invoices coming in as digital… What percentage of your incoming invoices would you say arrive electronically (PDF attachments, Faxes, EDI)? For 49% of orgs, half or more of invoices arrive electronically. 30% receive three-quarters or more this way. Average: 44.2% of invoices arrive as electronic. None, 6% 5% of invoices, 6% 10% of invoices, 7% 15% of invoices, 9% 20% of invoices, 5% 25% of 33% of invoices, 11% invoices, 7% 90% of invoices, 10% invoices, 5% 50% of 66% of invoices, 14% 75% of invoices, 15% 100% of invoices, 5% ©AIIM 2014 – N=227, excl 65 don’t know ©2014, AIIM,
  27. 27. …And being processed as paper. How do you generally deal with invoices, purchase orders and forms that arrive as PDF attachments to emails? 39% print one or more copies and process as paper. 13% print a copy and scan it back in! 59% still result in a printed copy. Only 8% pass directly to the capture system. 31% 8% 13% 7% 34% 8% Print a copy and process as paper Print multiple copies/print and photocopy Print and scan back in to the capture system Process on-screen but print an archive copy Process on-screen and store an electronic copy Pass directly to the capture system ©AIIM 2014 – N=275
  28. 28. Agenda ● Looking Ahead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, 28
  29. 29. Déjà vu - 1 PAPER PERSISTENCE 29 CLOUD CRAZINESS ©2014, AIIM,
  30. 30. Mobile capture a high priority… In your organization, what proportion of employees do you see/expect to see using iPads, tablets or digital clipboards for filling in forms? Now: 6% of orgs, “half or more” 2 years time: 22% of orgs, “half or more” 5 years time: 53% of orgs, “half or more” 32% of orgs, “3/4 or more” ©AIIM 2014 – N=248 ©2014, AIIM,
  31. 31. …but still at an early adoption stage… 9% 25% 34% 33% Required option for all processes Keen to exploit Recognize importance, but still not planning Not looking to mobile ©2014, AIIM,
  32. 32. and viewed primarily as decentralized capture. Are forms and documents currently captured in any of the following places for use in your key business processes? 0% 50% 100% General employees at home or travelling Branch offices/ shops/ stores/ warehouse Field staff at home Field staff on road/mobile Premises of agents, representatives or suppliers Customers/citizens on your premises (self-service) Customers/citizens scanned at home Customers/citizens on web forms or active PDFs Customers/citizens on mobile, no app Customers/citizens on mobile, with app Yes, now Planned 12-18 months No ©AIIM 2014 – N=162, excl N/A
  33. 33. Mobile means more than phones. 1960 1970 1980 1990 2000 2010 Console Terminals PC Laptop Notebook Source: George Parapadakis, IBM Smart Phablet Direct Connection RS-232 Ethernet Dial-Up Modem Broadband 3G / 4G WiFi / Fibre IT Only Specialist Office Worker Mobile Workforce Any Employee Customers Data Room Location Based Company Wide Customer Site Home Working Anywhere Device Connectivity User Location Mobility (Distance from Source) Timeshare Multi-User Client- Server Interface Web Apps
  34. 34. But linked cloud capture strategies still hazy. What is your strategy for cloud deployment of capture? 15% already using cloud or SaaS capture. 10% have immediate plans and 8% longer term plans. 42% still setting cloud strategies; 25% NO Already using cloud/SaaS capture, 15% Deploy capture in cloud model in next 12-18 months, 10% Deploy capture in the cloud in the next 2-3 years, 8% We won't be using cloud capture, 25% Still trying to understand where the cloud fits, 21% Have not made a decision with respect to running capture in the cloud, 21% ©AIIM 2014 – N=189, excluding 59 don’t knows ©2014, AIIM,
  36. 36. Paper-free processes – a long way to go. Would you say that the amount of paper flowing through your business processes is increasing or decreasing? 25% increasing. 46% decreasing. Decreasing fastest in largest (55%). Cf. 2013 survey, 19% increasing, 41% decreasing Increasing rapidly, 5% Increasing somewhat, 20% Stable, 28% Decreasing somewhat, 39% Decreasing rapidly, 7% ©AIIM 2014 – N=364 ©2014, AIIM,
  37. 37. Paper-free processes – a long way to go. How would you describe the decision-making process as regards moving processes to be paper-free? 23% have a common goal. And a further 23% encourage cooperation towards common roll-outs. 13% feel that paper is entrenched, and likely to stay that way. 23% 23% 30% 35% 12% 19% 13% Paper is entrenched in the business Nobody is prepared to take the initiative Some individual offices go paper-free; local decision Patchy across geos and depts Each dept/LOB decides - implements in isolation Depts and LOBs encouraged to join common rollout Common goal and the business are committed to it ©AIIM 2014 – N=262 ©2014, AIIM,
  38. 38. Apply the lessons learned. What are the key lessons have you learned so far from your paper-free processes? Capture as early in the process as you can. Rethink the process and manage as process change. BUT: must have buy-in from above, and someone who knows what they are doing. 44% 44% 35% 34% 32% 32% 31% 26% 14% 11% 10% Capture as early as possible Buy-in from a senior director/VP Don’t “pave the cow path” Treat like any change – and then some Start with specific applications, e.g., AP Have at least one exp team memb Postpone getting rid of paper backup Don’t let signatures scupper the proj Beware the legal conservatives Include mobile options day one Use external advice ©AIIM 2014 – N=216 ©2014, AIIM,
  39. 39. Déjà vu - 1 PAPER PERSISTENCE 39 MASH-UP MADNESS ©2014, AIIM,
  40. 40. Structured/unstructured info combining. 40 “Unstructured data (or unstructured information) refers to information that either does not have a pre-defined data model or is not organized in a pre-defined manner. Unstructured information is typically text-heavy, but may contain data such as dates, numbers, and facts as well.” Unstructured Data - Wikipedia ©2014, AIIM,
  41. 41. More and more intelligence in the device. 41 Bundled software -- PaperStream IP (TWAIN/ISIS) Driver, Software Operation Panel, Error Recovery Guide, PaperStream Capture, ScanSnap Manager for fi Series, Scan to Microsoft SharePoint(13), ABBYY FineReader for ScanSnap, Scanner Central Admin Agent Embedded image processing software -- Multi-image, Blank page skip, i-DTC, Advanced-DTC, Simplified-DTC, sRGB, Auto color, Deskew cropping, Punch hole removal, Tab cropping, Upper lower separation, Error diffusion, Dither, Moire removal, Image Emphasis, Color cleanup, Dropout color (None, Specified, Color Saturation), Edge repair, Vertical Streaks Reduction Software embedded or bundled in FUJITSU Document Scanner fi-7180 -- $1500 ©2014, AIIM,
  42. 42. Think about capture as a governance play. 42 “Information governance, or IG, is the set of multi-disciplinary structures, policies, procedures, processes and controls implemented to manage information at an enterprise level, supporting an organization's immediate and future regulatory, legal, risk, environmental and operational requirements.” Information governance - Wikipedia “Information capture is the process of collecting paper documents, forms and e-documents, transforming them into accurate, retrievable, digital information, and delivering the information into business applications and databases for immediate action.” Information capture - Wikipedia ©2014, AIIM,
  43. 43. The MFPs are now serious about ECM. Example -- Lexmark Date Company Price Capability 2010 Perceptive $280M ECM 2011 Pallas Athena $50M BPM/Doc Output Management 2012 BDGB Ent (inc Brainware) $148M Intelligent data capture ISYS Search $32M Enterprise search Nolij Corp $32M Web-based imaging, workflow 2013 Acuo Tech $45M Medical DM Twistage Access VIA $32M $32M Rich media Retail DM Saperion AG $72M ECM PACSGEAR $54M Medical image mgmt, EHR 2014 Readsoft $251M Capture ©2014, AIIM,
  44. 44. Agenda ● Looking Ahead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, 44
  45. 45. Focus on software. How do you think your organization's spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months? Strongest spend intention is in workflow/BPM. Mobile, OCR/ICR and AP/AR still growing strongly. Mailroom scanners much stronger in Europe (25% indicating higher spend) 46% 34% 31% 31% 30% 29% 25% 7% 6% 4% 2% -6% -13% Workflow/BPM Other mobile apps OCR/ICR applications Mobile capture apps Invoice automation,… Capture… End-to-end mobile… Outsourcing Portable scanners MFP’s Floor-standing… Table-top production… Desktop scanners ©AIIM 2014 – N=239 ©2014, AIIM,
  46. 46. Business Value 80% People 15% Process 5% Technology People-centric investments • Identify better opportunities and requirements • Get ideas for leveraging consumer technologies • Improve employee engagement Technology-centric investments • Poor implementations • Poor utilization and ROI • More content silos • Increased dissatisfaction with enterprise IT Focus on people. ©2014, AIIM,
  47. 47. Focus on processes. What were the main difficulties you encountered in these paper-free process projects? (Max THREE) 52% 47% 44% 33% 29% 24% 24% 15% 6% Re-orienting staff/change management Integration with other systems Defining the processes clearly Dealing with exceptions/workflow… Convincing legal/compliance/finance… Convincing management – making the … Time taken to get up and running Measuring the overall improvements We had very few problems ©AIIM 2014 – N=234 ©2014, AIIM,
  48. 48. Become a domain expert. What are the most prominent inhibitors to achieving sales quota? 13% 16% 21% 24% 26% Insufficient leads Poor sales skills Too many products to know An information gap re industry and solutions Inability to communicate value/messages Source: Sirius Decisions ©2014, AIIM,
  49. 49. • Consumerization • Cloud and mobile • Internet of things The Big Bang • Paper reduction improving • A lack of mgmt commitment • 2D change management • Zombie paper – Walking Dead Paper Persistence • Skeptics still abound • Back office still a back water Legal Limbo • Input adhocracy • Invoice processing a good example Input Irregularity • Mobile capture priority, but early • Mobile = Decentralized • Cloud strategies hazy 49 Cloud Craziness • A long way to go • Biggest value still untapped • Wish list still lags reality Perplexing Processes • Structured/unstructured blur • Smarter and smarter devices • Capture and governance • MFPs now serious Mash-up Madness • Focus on software • Focus on people • Focus on process problems • Become a domain expert Advice The Context Déjà vu Brand new