IM ECM PoV

Enterprise Content Management Point of View Presentation kit – version 2.0 2010-08-01 Claudio Reyes [email_address] +46 8 699 7357

Setting the Scene for ECM 11-02-21 When talking to client we identify problems such as… Users can’t find the info they need Users don’t know which tool to use, or how Users can’t access the information they need to for specific usage Problem complying with rules and legislations … which have the following root causes Each business unit decides for itself No clear policies and guidelines No overview of the entire content landscape Lack of processes for producing and managing content

Which Leads to Information Overflow and Pain Categories Typical Pain Points (not exhausting ) 11-02-21 70 % of all the created information could have come from reuse (AIIM) Time Cost Risk Single source driving different and unique business processes – unsustainable Content is difficulty to access (e.g. invoices, checks, memos, etc.) – impossible to use. Demands for rapid document life cycle R&D, information/clams processing, etc. – not being meet. Organization content increases 200% annually. (Forrester Research) Multiple, disparate technologies to manage multiple content types – no control. Content applications requires integration with other applications – it is not working. Managing multiple localized points of presence on the Web - is not working Uncertain if our regulatory needs are meet - we do not know why? Operations in a regulated environment - is not working Long term preservation demands are not meet - it is a mess Structured Unstructured 80% of the company information is unstructured (Fulcrum Research )

ECM – Finding the Value of Content (PoV) Consolidation “ Manage effectiveness” Workflow “ Manage flow” Practice High Quality Processes Less time spent searching for and retrieving content Help satisfy legal obligations Sample Value Content Scenario Sample Features Reporting Monitoring BPM Taxonomy Retention & Access Storage & Disposal Content Model Aggregation Search & Retrieve Compliance “ Manage risk” Sample KPI:s Sample Business Benefits Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits. Therefore we target ECM through the following scenarios: 11-02-21 better customer service Measured by increased customer satisfaction, increased market shares, competitive advantages increase rate of new product development Measured by number of new R&D ideas generated, new products, new patents developed improve competitive response Measured by reduced operating costs, reduced risk and improved quality enhanced compliancy Measured by having less audits, motivated staff and improved time to market Content Value Benefits

ECM Solution Framework 11-02-21

The ECM Solution Framework Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? What culture and technology will enable efficient content flow in a collaborative environment? What platform and solution vendor satisfies my future needs? What system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore Solutions (What?) Execute a plan (How?) Workflow “ Manage content flow” Consolidation “ Manage content effectiveness” Compliance “ Manage content risk” Solution Approach ECM Scenarios 11-02-21

Develop Insight Typical client burning issues Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Solution Frameworks 11-02-21 ECM Tool/offerings Description Value to our Clients ECM Visioning session A top town approach investigating the pain points and expected solutions View of clarity shaping the solution and scope of imitative ECM Diagnostic A top down approach investigating the content management capabilities and associated value to the business Identify gaps and synergies to maximise the ECM investment ECM Business Case provisioning A top down or bottoms up approach delivering business value based on experience and best practice Business Case and Return of Investment on the ECM value to the business Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Explore Solutions Typical Client burning issues Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? Solution Frameworks 11-02-21 ECM Tool/offerings Description Value to our Clients Content Management Solution Strategy A framework that delivers a business case and road map by analysing the business value of using Content Management Validate that the current/future Content Management investment is fit for purpose Information Architecture Target State A tool for developing the information capabilities of an organisation based on four core areas (Strategy, Governance, Deliver, Data, Storage, Security) Provide clarity for our clients on the information management value in the company ECM Vendor Scoring Evaluate ECM products based on business requirements Product neutral vendor recommendation of the future ECM capability Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Execute a Plan Typical client burning issues How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? How do I implement the selected solution? Solution Frameworks 11-02-21 ECM Tool/offerings Description Value to our Clients ECM Estimation Tool that delivers estimations targeted at portals and content management systems based on best practice and previous experience Helps our clients understand the effort for an upcoming ECM implementation project ECM Methodology Complete workbook incorporating templates, processes and activities aimed at implementing portals and content management system based on best practice and experience Methodology support for our clients when implementing ECM solutions ECM Blue Print Technical Solution Blueprints targeted at portals and content management solutions based on best practice and previous experience Help our clients to gain understanding on how the ECM fits in the rest of their architectural landscape Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Executive Summary Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits. Therefore we target and define ECM through the following scenarios: Workflow : How to manage content flow when working in teams/projects? Consolidation: How to simplify content applications and integrations in a complex landscape? Compliance: How to manage content risk in a regulatory environment? In short: We drive the value of content to achieve business benefits for our clients. 11-02-21

Workflow Subject Area Definition: Workflow defines the methods and tools that enable individuals/organizations/citizens to function more effectively as part of a team, toward a common goal Enablers : Bloggs, Wikis, Share Workspaces, Workflow, Business Process Management, SOA-platform , Portals, Enterprise Integration … Typical Burning Points from our Clients We identify a shift in our clients way of working from a traditional service lines into project based work. Project based work triggers new challenges when capturing and controlling documents Features such as version control, system enablement, taxonomy are predominant themes in such environments ECM typically delivers: Workspaces for teams Threaded discussions and visual indicators An effective way of interaction between co-workers and external parties/org./citizens Proposed Approach Depending on the situation normally we propose a overall collaboration strategy assessment Describe the AS-IS identifying burning points and challenges Identify the cultural aspect of information exchange Chart out the Collaborative vision and strategy (TO-BE) Recommend a road map incorporating: Quick Wins Path Finder Projects Application Architect , services and methodology going forwards Value: Practice High Quality Processes & Reduce Non-Value Adding Tasks … 11-02-21 Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Consolidation Subject Area Definition: Moving from a silo based multiple platform landscape into a unified and service oriented ECM capability. Enablers: ECM Consolidation-team, ECM reference model, ECM Governance model, Information Models, Enterprise Integration, ECM-platform … Typical Burning Points from our Clients Our clients are moving towards trend of mergers and acquisitions in their operating models. As a result most organisations have multiple ECM platforms in their application landscape. Multiple platforms contain redundant content and services with a high cost of maintenance and hardware as a consequence. Our Point of View is that these issues derive from a need of a unifying content management strategy focusing on; governance, technology and processes Proposed Approach Depending on the client situation our a approach is to set up a ECM Consolidation-team With the objective of auditing platforms Reviewing information and services on current capabilities Recommending deferring, alignment or status-quos for each platform. But also deliver a Holistic View using our ECM framework to provide a vendor neutral recommendation during the consolidation process. Value: Less time spent searching for and retrieving content … 11-02-21 Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Compliance Subject Area Definition: Ability to adhere legal and regulatory environments enabled by ECM tools and frameworks Enablers: Compliance Framework, Records Management, eArchive, Taxonomy, Information Governance Model, Document Management … Typical Burning Points from our Clients Complying fully with industry and government regulations is a primary concern of our clients. The answer to staying compliant is a solution that automatically applies regulations to enterprise data Our Point of view is that compliance is a continuous process that needs to be maintained and monitored, not a set deliverable Every employee needs appropriate training to be a part of compliance process built on enterprise framework with enabled enforcement rules Value: Help satisfy legal obligations & Create Knowledge Base of Key Information … Proposed Approach Based on the client situation we generally recommend: Start at the foundation: building Compliance Process Framework A program that ensures proper taxonomy and control structures are in place and all rules are enforced A Content Management Strategy incorporating a single/primary data sources that ensure data integrity Compliance program requires a multitude of expertise – strategic, legal, operations/logistics, HR, etc. calling for PS involvement & Process Training Identify AS-IS and asses measures to be compliant 11-02-21 Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Typical Client Scenario Using the Scenario “Consolidation” 11-02-21

Typical client ECM challenge Key Challenges Users have to search across repositories to find content...and may not find it at all, resulting in “lost” information Developing cross-LOB applications is overly complex and difficult to manage Deploying new functionality to achieve business objectives is difficult Implementing effective content and information lifecycle management is difficult LOB-specific content repositories 11-02-21

Develop Insight Content is their business. Content Management processes are Industrialized and continuously improved. Content may be syndicated or distributed. Control of content extends outside of the organization. Content has a recognized business return. Content is used as a differentiator and controls are in place to assure messaging and compliance. Web Content Management is implemented at an enterprise level for sophisticated reuse. Content has a recognized business value. Content is published regularly and controls are in place to assure proper messaging. Web Content Management is implemented largely at a departmental level, but with consideration for enterprise standards and reuse. 3 2 Intermediate 1 4 Advanced 0 Basic Maturity Level Content has some value to the business. Content is fairly static but published more frequently. Basic approvals are in the publishing process. Web Content Management lives in departmental silos. Content plays a minimal role in the business. Content is fairly static and only periodic publishing often without any approvals. The Content Solution Maturity Score helps gauge the maturity of the strategy, governance, process, people, and technology aspects of a content solution. Illustrative example 11-02-21 Typical Maturity Range for Organizations with Content at Core of Business Model Typical Maturity Range for Progressive Organizations Typical Maturity Range for Insurance Companies Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

Explore Solutions Architecture Capability Basic Intermediate Advanced 0 1 2 3 4 Anecdotal Anticipated Need Current Ability 3-5 Year Need 11-02-21 Illustrative example Process Governance Technology People Strategy Technology People Process Strategy Governance Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas User Interface Document Management Collaboration Workflow/BPM Search Forms Management E-mail Content Integration Applications Server Client Composite Service Business Process UI UI UI

Explore Solutions cont’d Differentiate on the Outside Single source of content Simplify on Inside Reusable enterprise content services Single repository infrastructure to lower TCO Execution Mastery Consistent cross-channel experience Reduced content development cycle time Improved quality and accessibility of information Strategy People Technology Process Governance Illustrative example 11-02-21 Value of Content Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas

The Solution Transformation Plan The strategy towards target state solution landscape for ECM should be step-by-step and focus on information availability Focus areas and ambition On-going initiatives map Project portfolio Vision alternatives & consequences Transformation plan Key deliverables Sponsor and Stakeholders Communication plan Change Management & Governance Business Case fulfillment responsibility Program/project Organization Risk and consequences Scope and delimitations Illustrative example 11-02-21 Why do I have difficulties controlling content when working in projects? Why do I have a multitude of redundant ECM applications? Why am I not compliant with regulations? Which culture and technology will enable efficient content flow in a collaborative environment? Which platform and solution vendor satisfies my future needs? Which system/solution will make my business compliant? How do I make the cultural and technology change to maximise content flow? How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction? How do I maintain the organisation compliant over time? Develop insight (Why?) Explore options (Which?) Solution Development (How?) Collaboration “ Manage growth” Consolidation “ Manage effectiveness” Compliance “ Manage risk” Solution Approach Focus Areas Current position Period Period Period Focus Area Focus Area Focus Area Focus Area Focus Area Focus Area Period Desired position Focus Area

Knowledge Capital in the Area 11-02-21

Introducing the ECM Strategy Workbook The intent of the Workbook is to provide a re-usable building blocks to consultants when delivering ECM strategies. What does this mean? Accurate delivery hit-rate Accelerated delivery capacity Quality assured deliveries Why an Workbook? Common language Common way of working Checklists and templates Knowledge Solution Process Workbook Client value Delivers

Using the Workbook 1. Delivery blocks 2. Consultant Skills 3. Expected result When delivering ECM strategies the Workbook provides the building blocks . Client deliveries are created using the building blocks and consultant skills Client deliveries must meet the client expected result .

ECM Strategic Workbook 11-02-21 Tools, templates, checklist, frameworks 2. Develop Insight 1. Planning 3. Explore Solutions Plan and organize Gather stakeholder input Determine key business objectives Assess current business Define Organizational needs Cost and benefit analysis Create vision Define value proposition Assess current technology Roadmap 4. Transformation Plan

Screen shoot from the actual Workbook 11-02-21 Phases describing the topic Activities with step by step instructions Frameworks, templates, checklist, etc.

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