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This presentation provides a look into the anatomy of an optimal decision to help turn information into business advantage. You need context, perspective and insight - you need to see beyond the information. It describes EMC Documentum xCP, business activity monitoring, search and information discovery, auto-categorization, and rules capabilities.

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  • According to IBM’s Institute for Business Value (2009) - 80% of Business leaders make major decisions with incomplete or mistrusted information.How do you feel about that?TELL A STORYHave a critical position to fill in your organization? Time are tough. Opening do not come by that often. You have to make the right hiring solution.You have found and interviewed several candidate. Now is time to decide. Did you get all the information you needed about the candidates? Is there other information out there you should know about? Did you get all the points of views you needed to help you make your decision? Can you be confident that you will pick the right person for the job? How do you make an optimal decision?LACK OF CONTEXTCase Management provides information workers with the right information in context, providing support and guidance that enabling them to affectively guide systems processes to handle exceptions and make better business decisions overall. Take the example of the “Flash Crash” of May 2010. The market lost $900B in equity in less than 20 minutes. A trader executed a large volume based order to mitigate risk and sold 35000 contracts in 7 minutes… worth $4.1 B in trade. What context was available to justify this decision. A bit more context would have prevented this and not just accounted for trade volume.LACK OF PERSPECTIVEPoor process automation and lost documents cause delays that can drive risky system work-rounds that not only affect customer service but are costly and potentially criminal. Robo-signers have been approve very risky loans with out any notion of what the consequences might be. Defective documentation due to poor process enforcement has created millions of blighted titles that will plague the nation for the next decade. Banks exposed themselves to up to $2B / months losses…LACK OF INSIGHTSupporting knowledge worker with task specific content incorporated in an end-to-end process can speed case closure and enable expert review of exception activity, while ensuring corporate procedures and regulations are followed. Take the example of Medicare Fraud many of which initiate from Miami: Miami’s average cost for each Medicare home health care patient with diabetes and related illnesses runs $11,928 every two months, according to a new HHS report—32 times the national average of $378. What is wrong with this picture?
  • Lack of good tools to leverage information does not only affect others. It affects you too. The cost of not finding information is about $5,974/information worker according to IDC.You spend a day a week looking for information. That’s a lot of wasted resources and reduced productivity. $2.5 M a year of opportunity cost to a 1000 person organization. Imagine what more you could do if you got that time back.
  • Optimal Decision Making based on knowledge.
  • So what does it take to make an optimal decision. What does it take to hire the best candidate for a job? Avoid those costly mistakes and make your organization more efficientCONTEXT:You need to understand what is the information available in your context. Is there a piece of information that if you had it would make hiring that candidate a no brainer?Typically, you cannot find that information or do have it…PERSPECTIVE:You need to understand other points of view that can inform your decisionGet rid of those information silos, where nothing can be found. A 2007 Accenture study found that only 16 percent of content is posted to a location within the enterprise where it can be accessed by other workers.Leverage the external information that is relevant to the decision making processINSIGHT:You need to understand the big picture. How does this candidate compare to that other one?OPTIMAL DECISION:All of this for you to make a optimal decision and FAST…Fewer errors, protect your assets, and be able to go back and justify why the decision was made
  • Presenter notes:Context, Perspective, Insight are really part of an insight loop, where by iteratively one can eliminate non-optimal decision and arrive at the optimal decision.
  • Let’s take another example: Investigative Case Management. How in those instances can you turn information into business advantage. Let’s start with a concrete example. Remember the BP Oil spill of last year in the Gulf of Mexico, 11 persons died. A complex investigation by the DOJ ensued requiring the collection and discovery of significant amount of information and the analysis and correlation of that information in the context of the investigation.Let’s take other examplesAuti-money launderingFraud and complianceAudit investigationRegulatory investigationLegal researchM&ACriminal investigationsThose types of applications share common characteristics.They need strong analytics
  • Now that we have looked at examples where decisions have a significant impact. What capabilities does this require?
  • Case Management requires a broad range of capabilities. Naturally it requires Process Management, but also document management, and collaboration, So if Case Mgmt requires all these technologies, how does it differ from ECM? The major and fundamental difference is that everything revolves around and is driven by the “Case.”The conceptual structure of a case pulls together everything that an old manila folder would contain, all the documents or content files, but more than that is aggregates and orchestrates all the data, relevant rules, policies, processes, and discussion threads that are relevant to that specific case instance. And the case templates can ensure consistent and accurate handling of case processes as the cases move through their individual lifecycles. Let’s look at another difference… <click><Additional talking points>Note to Presenter: This note can be added if you want to highlight an additional differentiator of xCP. What else is unique about our case management today is that many of the behaviors of the case would have historically required customizations, things like case folder templates and behaviors at different lifecycle states are now configurable and can be orchestrated by the case metaphor.
  • Now let’s look at each pillar at a time.
  • Content Intelligence Services – Entity Discovery and Categorization
  • Now that you have added metadata,here comes xPlore.It also should be noted that FAST Instream is EOL by 31 December 2012 and that xPlore is the replacement – the field should make sure their customers have their migration plans all set - they should contact the xPlore team if they have any questions.
  • Leveraging CIS & xPlore in Taskspace, CenterStage and a custom client through DFC.
  • Leveraging CIS & xPlore in Taskspace, CenterStage and a custom client through DFC.
  • Now that you have context, you understand the information available to you, what other points of view can you leverage?Another example from Integrated Justice (story on web):Killed by a man who should have been behind bars; killer had a warrant for his arrest in Collier County (FL); but when he appeared before the judge I Lee County for an unrelated charge, the judge freed him. At the time, warrant searches were done by hand and officials didn’t check state or national databases.Lee County did not have the perspective of Collier County regarding the killer. Causing a poor decision to be made - causing the loss of life.With automated federated search, different perspectives from different systems can provide a “big picture” of a subject of interest and corroborate or contradict what you already know.
  • Adapters contain property mappings that map external results to dm_document properties
  • Activity Template contains templates for direct external data integration.
  • It is essential to be able to visualize information such that you can see beyond the information.
  • People react to visual cues more than text.
  • BAM Dashboard – gaining insight into how a process is performing, how cases are moving through a workflow.
  • Custom client built with DFC shows facets exposed on maps and timelines to show anomalies in data – providing insight.
  • Take the example of a warranty request. Imagine a company managing a large fleet of vehicles. Each vehicle might have part failures. If the same parts start failing repeatedly in different places, how do you know. How do you proactively find the correlation so that you can initiate warranty request against the manufacturer.You need insight and to take action on the insight. Greenplum can enable you to rapidly find those correlations and xCP enable you to take action to recover, and track your warranty requests and enable you to get the compensation you deserve.
  • BACK TO THE STORYRemember that hiring decisionI know all I need to know about the candidate. The relevant articles they published and public work, the public presentations they gave. I have ContextI have leverage relevant external information and people to help me make my decision. I have perspectiveI can develop a decision model to help me make the best decision. I have insight.I can make the most optimal decision
  • Turning information into business advantage for slideshare

    1. 1. Turning Information into Business Advantage<br />Leveraging Search & Analytics - Get the Most from Your Content and Business Processes<br />Samir Batla, Principal Product Manager<br />Search & Analytics, IIG<br />
    2. 2. <ul><li>High rate of Health Insurance and Medicare fraud and reimbursement errors
    3. 3. Automated mortgage decisions made without consideration for the declining housing market
    4. 4. Financial firm executes $4.1 B automated trade
    5. 5. Lack of guidance and effective exception handling
    6. 6. Costly errors in processes and decisions
    7. 7. High risks mortgages approved
    8. 8. Highly-automated decision systems prone to faulty decisions
    9. 9. Volume based trading algorithm ignoring pricing
    10. 10. Automated risk management strategy
    11. 11. Cost to Medicare between $11B to $60B a year
    12. 12. % of loans delinquent by 90 days reached 9.5% in 1H 2010 (up from 4% in 2008)
    13. 13. “Flash crash” wiping out $900B in equity market in 20 minutes</li></ul>LACK OF PERSPECTIVE<br />LACK OF CONTEXT<br />LACK OF INSIGHT<br />Lack of Confidence in 80% of Major Business Decisions<br />
    14. 14. 1,000 knowledge workers waste nearly $2.5M per year, due to an inability<br />to locate and retrieve information<br />25%<br />6-10 hrs<br />SPENT SEARCHING FOR THE RIGHT INFORMATION TO COMPLETE A TASK<br />HOURS SPENT SEARCHING FOR INFORMATION EACH WEEK<br />WASTED RESOURCES<br />REDUCED PRODUCTIVITY<br />
    15. 15. “What makes knowledge valuable to organizations is ultimately the ability to make better the decisions and actions taken on the basis of the knowledge.”<br /> Working Knowledge: How organizations manage what they know, <br />Thomas H. Davenport, Laurence Prusak<br />
    16. 16. PERSPECTIVE<br /><ul><li>Make the best possible decision
    17. 17. Decide rapidly
    18. 18. Understand the big picture
    19. 19. Understand other points of view and contexts
    20. 20. Understand the available information in your context
    21. 21. Fewer errors, significant savings
    22. 22. Protect assets
    23. 23. Maintain an audit trail of why the decision was made
    24. 24. Explain, describe, and predict
    25. 25. > 84% of enterprise information in silos
    26. 26. Integrations with other sources of information is imperative
    27. 27. Searches are successful less than 50% of the time due to lack of contextual searching</li></ul>OPTIMAL<br />DECISION<br />CONTEXT<br />INSIGHT<br />Anatomy of an Optimal Decision<br />IMPROVE EFFICIENCY<br />ACT WITH CONFIDENCE<br />DISCOVER<br />RELATIONSHIPS<br />EXPAND <br />YOUR REACH<br />ENRICH THE<br />INFORMATION<br />Expand the Channel<br />Expand the Channel<br />Expand the Channel<br />Expand the Channel<br />
    28. 28. Iterating to Get to the Optimal Decision<br />INSIGHT<br />Eliminate decision alternatives methodically by iterating rapidly<br />OPTIMAL<br />DECISION<br />PERSPECTIVE<br />CONTEXT<br />
    29. 29. An Example: Investigative Case Management<br />Key Characteristics<br />Investigations require exploring information to discover trends, and patterns<br />Have a high reliance on unstructured content and processes and collaboration: the investigation<br />Mistakes can have high impact<br />Need for Strong Analytics<br />Optimal investigative decisions require robust content analysis, process analysis and high quality search experience<br />Compliance to keep audit trail of why a decision was made<br />ANTI-MONEY LANDERING INVESTIGATIONS<br />LEGAL<br />RESEARCH<br />MERGERS &<br />ACQUISITIONS<br />REGULATORY<br />INVESTIGATIONS<br />FRAUD & COMPLIANCEINVESTIGATIONS<br />AUDIT<br />INVESTIGATIONS<br />CRIMINAL<br />INVESTIGATIONS<br />
    30. 30. PERSPECTIVE<br /><ul><li>External Search
    31. 31. Integration with external systems (REST, Big Data)
    32. 32. Human Decisions
    33. 33. Automated Decisions
    34. 34. Automated Processes
    35. 35. Visualization and relationship navigation
    36. 36. Predictive analytics
    37. 37. Rules and business events / alerts
    38. 38. Metadata Discovery
    39. 39. Text Mining
    40. 40. Concept Based Search
    41. 41. Information Lifecycle
    42. 42. Is there other related or similar information?
    43. 43. Is the information reliable?
    44. 44. Can I be pro-active?
    45. 45. Are there other points of view?
    46. 46. Is there external information to support what I already know?
    47. 47. Can I be confident in my decision?
    48. 48. What is the information about?</li></ul>OPTIMAL<br />DECISION<br />CONTEXT<br />INSIGHT<br />IMPROVE EFFICIENCY<br />ACT WITH CONFIDENCE<br />DISCOVER<br />RELATIONSHIPS<br />EXPAND <br />YOUR REACH<br />Expand the Channel<br />Expand the Channel<br />Expand the Channel<br />Anatomy of an Optimal Decision: A Capability View<br />ENRICH THE<br />INFORMATION<br />Expand the Channel<br />COMPLIANCE<br />
    49. 49. xCP: All Critical Elements Managed Together<br />Data<br />People<br />Process<br />Content<br />Collaboration<br />Communication<br />Events<br />Reporting<br />Policies<br />
    50. 50. Context<br />Metadata and Relationships<br />Relationships provide richer context and are essential to discovery<br />Even the most basic relationships such as shared metadata, provides richer context on content:<br />Cases related by categorizations or shared subjects (of an investigation)<br />Documents related by shared metadata (company names, locations, people, etc.)<br />Relationships need to be first-class citizens in the data model and support metadata about the relationships<br />Enable to draw conclusions from the relationship itself<br />CONTEXT<br />
    51. 51. How to Get Context with xCP?<br />Content Intelligence Services<br />Perform content analysis on Case Content<br />Use extracted metadata to discover relationships and provide concept-based search (via xPlore)<br />Leverage metadata exposed by xPlore as facets for faceted navigation<br />Through categorization<br />Taxonomy driven and based on prior knowledge – the taxonomy<br />Helps the information worker understand what the content is “about”<br />Through entity discovery<br />Natural Language Processing driven and no prior knowledge assumed<br />Helps the information worker understand what entities (e.g. people, places) were discovered in the content<br />Drive downstream processes based on new metadata<br />Trigger a process or alert information workers when new content is categorized in a taxonomy <br />Spawn another search for more information when new entities are discovered<br />CONTEXT<br />
    52. 52. How to Get Context with xCP?<br />xPlore<br />Secure enterprise quality search for structured and unstructured information<br />Concept-based search<br />Approximate term matching<br />Index metadata added by Content Intelligence Services<br />Text mining adds semantics to information<br />Index information imported from external systems<br />Faceted Navigation<br />CONTEXT<br />
    53. 53. Leverage Context Added to Information<br />With CIS and xPlore<br />Facets in TaskSpace<br />
    54. 54. Leverage Context Added to Information<br />With CIS and xPlore<br />Article for exposing facets in a custom client: https://community.emc.com/docs/DOC-9545<br />Facets exposed in a custom client<br />
    55. 55. Perspective<br />A Different Point of View<br />Another point of view paints a comprehensive big picture<br />Provides the information worker with other perspectives on a case, subject or document<br />Provides information workers with more confidence to act and make a decision<br />Brings more value to analytics<br />Augment case information<br />Federated Search / External Search<br />Data Integration with External Systems<br />PERSPECTIVE<br />
    56. 56. How to Gain Perspective with xCP?<br />Federated Search Services<br />Search external system indexes<br />Through out-of-the-box search adapters<br />Other EMC products<br />Web and content sites<br />Other ECM vendors<br />Through custom adapters<br />Built using the Federated Search Adapter SDK<br />Through the Federated Search activity template<br />For scheduled search queries<br />Augment current context by importing external results<br />Analyzed by Content Intelligence Services<br />Indexed by xPlore<br />PERSPECTIVE<br />
    57. 57. How to Gain Perspective with xCP?<br />Activity Templates<br />Leverage external information in the context of business process or exposed in the application<br />Through activity templates that integrate with external systems<br />Through CMIS integration with other content repositories<br />PERSPECTIVE<br />
    58. 58. Insight<br />Understanding and Seeing Beyond the Information<br />Visualization allows information workers to gain insight without excessive trial-and-error searching<br />Expose similar or related information<br />Expose metadata about the information – e.g. temporal, provenance <br />Expose information in contextual visualizations – e.g. maps, timelines<br />Automated processes and information workers become more proactive<br />Govern operational decision-making tasks through rules<br />Allow processes to be more dynamic<br />Rapidly adjust to changes in the business environment<br />Enable information workers to rapidly identify issues based on alerts and trends<br />Gain better confidence in your decisions through predictive analytics<br />INSIGHT<br />
    59. 59. How to Gain Insight with xCP?<br />Information Visualization<br />Visualize the information needed to make a decision<br />Through BAM dashboards<br />Navigate real-time and historical data<br />Drill-down to get more detailed information<br />Track trends and take action based on those trends<br />Through visual representation of xPlore facets<br />Quickly understand what a result set is about<br />Leverage that insight to locate the right information<br />INSIGHT<br />
    60. 60. Business Activity Monitoring Dashboard<br />
    61. 61. Contextual Visualization of xPlore Search Results<br />Beyond the data: High incidence in Canada<br />Beyond the data: Occurrences peaked in 1994<br />
    62. 62. How to Gain Insight with xCP?<br />Business Rules, Alerts and Predictive Analytics<br />Improve the efficiency of decisions<br />Through integration with rules engines such as Corticon<br />Create business rules in a business friendly way<br />Change the rules to meet business needs<br />Through alerts<br />Leverage historical trends and SLAs to trigger proactive actions<br />Through integration with predictive engines and data computing environment such as Greenplum<br />Mining large amounts of external data<br />Assess the risk factor of decisions<br />INSIGHT<br />
    63. 63. Insight Drives Optimal Decisions<br />Better Understanding Drives Better Actions<br />Context and perspective<br />Information workers interact with information in their own terms and can leverage other points of view<br />Insight<br />Information workers can now see beyond the data and can determine its relevancy to their tasks<br />Optimal Decisions<br />Optimal decisions can be made with confidence, efficiency and with fewer errors<br />Reduce waste and protect assets<br />Increase information worker productivity<br />OPTIMAL DECISIONS<br />
    64. 64. <ul><li>Make the best possible decision
    65. 65. Decide rapidly
    66. 66. Understand the big picture
    67. 67. Human decisions
    68. 68. Automated and pro-active decisions
    69. 69. Automated processes
    70. 70. Visualization and relationship navigation, predictive analytics, rules and business events / alerts</li></ul>OPTIMAL<br />DECISION<br />INSIGHT<br />IMPROVE EFFICIENCY<br />ACT WITH CONFIDENCE<br />DISCOVER<br />RELATIONSHIPS<br />Expand the Channel<br />Expand the Channel<br />Making an Optimal Decision<br />PERSPECTIVE<br /><ul><li>Understand other points of view and contexts
    71. 71. Understand the available information in your context
    72. 72. External search and integration with external systems (REST, Big Data)
    73. 73. Metadata discovery, text mining, concept based search and information lifecycle</li></ul>CONTEXT<br />EXPAND <br />YOUR REACH<br />ENRICH THE<br />INFORMATION<br />Expand the Channel<br />Expand the Channel<br />COMPLIANCE<br />

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