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Transcript of 13 October 2010
© 2010 IBM Corporation
The Four Waves of ECM InnovationSoftware Group Comes to You 2010
Derick DeleoWW ECM Technical Professionals Executive
13 October 2010
© 2010 IBM Corporation2
A Smarter Planet harnesses today’s information explosion for business benefit …
Instrumented
Interconnected
Intelligent
… driving a need for betterEnterprise Content Management
Managing essential content anywhere
Governing information over its lifetime
Optimizing processes that rely on content
Deriving unexpected content insights
… driving a need for betterEnterprise Content Management
Managing essential content anywhere
Governing information over its lifetime
Optimizing processes that rely on content
Deriving unexpected content insights
© 2010 IBM Corporation3
The explosion of information
The volume, variety, and velocity of information is driving unprecedented complexity– and opportunity
80% of new information growth is unstructured content – with 90% of that unmanaged
1990 2000 2010 2020
© 2010 IBM Corporation4
How easy is it to research information and documents held on your own internal systems compared to the Web?
For 72% it’s harder to find information they
own … than information they don’t own *
* AIIM Industry Watch Survey (March 2010)
Approximately 70% of the digital universe is created by individuals, but enterprises are responsible for 85% of the security, privacy, reliability, governance and compliance
Approximately 70% of the digital universe is created by individuals, but enterprises are responsible for 85% of the security, privacy, reliability, governance and compliance
Today’s reality of ability vs. responsibility
© 2010 IBM Corporation5
Draft Negotiate ApproveAdministration &
ComplianceRenewal &
OptimizationStorage &
Management
Legal
Supplier
Procurement
ERP
Line of Business
Customer
FinanceCRMApproval
Hierarchy
ClassificationRetentionSecurity
AutomaticRenewal
Notification
ECMProcess &
PerformanceAnalysis
ECM
ECM
ECM in context: Contract Lifecycle Management
© 2010 IBM Corporation6
Siloed, isolated, closed and departmental
Manual and reactive
Process efficiency
Search centric … finding information
Traditional ECM Approach
Dedicated and costly to customize
Collaborative, federated, open, enterprise
Governed, proactive, confident and trusted
Process effectiveness
Analytics centric … uncovering insights
Moving Toward …
Modular, easy, cloud and appliance enabled
Shifting approaches to maximize the value of enterprise content
© 2010 IBM Corporation7
Typical ECM return on investment experienced by Doculabs across numerous ECM engagements
Significant (>50%)
Moderate(~25 - 50%)
Nominal(<25%)
Enterprise Case Management(Claims, Enrollment, Exception Processing)
Negative
Departmental Content Based Workflows(Accounts Payable, HR, Review & Approve)
Scan & Retrieve(Scan, Store and Retrieve)
Email/Content Archive, Records Management & Electronic Discovery
(Archive, Retain, Search, Hold, Cull, Review)
Self-Service Access(Search, Access, Web Content, Portal)
Knowledge Worker Collaboration(Team Rooms, Wikis, Blogs)
Application Type
Unknown
Break Even
3-year ROISource Doculabs 2010
© 2010 IBM Corporation8
Automation
Optimization
Trusted Content Analytics
Advanced Case Management
Information LifecycleGovernance
EssentialECM
Wave one … Why content management is foundational and essential to every organization
© 2010 IBM Corporation9
Imagesand
Forms
Imagesand
Forms
Reports and StatementsReports and Statements
Knowledge Worker
Documents
Knowledge Worker
Documents
Unified Access / Leverage of Valued ContentUnified Access / Leverage of Valued Content
Four foundational Content Management initiatives are key to driving out unsustainable costs and improving Departmental or Line of Business efficiencies
© 2010 IBM Corporation10
“With IBM ECM all of a sudden information is available—as it’s needed and where it’s needed.” — Charles Tuite, Lead Enterprise Content Management Architect, Ball State University
Business Challenge
Provide University faculty and staff with better access to information
Help improve productivity and optimize organizational performance
Reduce production printing costs
Smarter Business Outcome Facilitates intelligent aggregation and delivery of
content regardless of where it is stored
Expected to reduce printing costs by 50%
Significant time savings enabling staff to spend more time on student outreach and organizational growth
Innovative learning opportunities that give students a competitive advantage in the job market
Ball State University improves information access while going green
© 2010 IBM Corporation11
Goodyear drives invoice processing automation
Doubled invoice volume without increasing Akron processing headcount
Repurposed 12% Akron invoice processing positions (so far)
Increased accuracy of invoice information presented to SAP
Increased efficiency for the Accounts Payable organization and the invoice approval process by implementing workflow on Lotus Notes in conjunction with automated capture
Increased compliance management efforts for Goodyear vendors
© 2010 IBM Corporation12
Challenge
Solution
12
• Silo’d access to agency specific content systems, unable to share data between agencies.
• No single view of citizen, disparate records with different data models
• High employee dissatisfaction and turnover
• Content Federated Services provides a consistent, unified view of each citizen’s records even though the content is distributed across multiple city agencies
• FileNet P8 as a master catalog, leveraging Content Federation Services, Content Integrator and Master Data Management to provide a coherent, normalized index of critical vital records.
05
1015202530354045
P1 P2 P3 P4
Project Phase
Security
ServiceAccess
EmployeeTurnover
Business benefits• Holistic view of citizen information • Improved data quality via MDM cleansing
and citizen self-service reviews• Improved security and decreased
workload
• Standardized data model view without impact to existing agency applications
time / cost to develop new queries and integrate additional health services
performance and data quality due to coherent, normalized indexing
Large City Government
© 2010 IBM Corporation13
Automation
Optimization
Trusted Content Analytics
Advanced Case Management
Information LifecycleGovernance
EssentialECM
Wave two … How governing information reduces your legal risks and governance costs
© 2010 IBM Corporation14
Frequency of Access and Use
Time
Born DigitalOver 90% of information is born digital … and the rest should become digital
ExpirationRoughly 95% has a retention policy … very little should be kept forever
A Standard Model for Paper, Data
and Content
Information has a lifecycle requiring proper disposition
© 2010 IBM Corporation15
Information Lifecycle Governance
© 2010 IBM Corporation16
Expanding the value of your repositories by governing information over its lifetime
Leveraging a common infrastructure accelerates cost reduction
Automate decisions, clean up legacy data –
save up to 17 cents per document
Enforce records retention to reduce
eDiscovery and storage costs by 50-80%
Optimize eDiscovery decisions to
reduce costs by up to 80%
Control Growth, remove duplicate data – reduce storage costs
by 50%-80%
Decommission unnecessary content, cut
costs by up to 80%
© 2010 IBM Corporation17
17
SNCF has historical transactional ticket databases, file shares of related content (mail, invoices, orders, office documents), and other financial systems that are growing and unmanaged.
Currently unable to address multiple compliance requirements around:
Financial reporting Read-Only Storage of Archived Data
Records Retention & Management
Difficult to find all pieces related to a ticket transaction.
Stored in multiple places, manual process to find and retrieve.
IBM Optim™ Data Growth
IBM Content Collector for File Systems
IBM FileNet Content Manger
IBM FileNet Records Manager
IBM FileNet eForms
The Challenge
The Solution
SNCF Needs: Global Unified Archiving Solution of structured data
and unstructured content through a common ingest and processing model.
A common policy and software solution for Records retention and management
Ability to decommission legacy databases and fileshares
Reduce database back-up and restore; optimize production servers and storage capacity.
Improve ability to meet Compliance demands for finance and railway transportation authorities.
Single, easy-to-use retrieval interface for ticket sale transactions and all related documents for a customer trip, for over a thousand SNCF authorized users.
French National Railroad (Societe Nationale de Chemin de Fers)
SNCF needed a unified solution, with a common records management policy and record retrieval capability, to manage and archive both structured data as well as unstructured content (such as documents, email, invoices and orders). The IBM strategy for unified archiving fits SNCF's requirements, and therefore SNCF
selected IBM solutions including Optim, Content Collector, FileNet, FileNet P8 and eForms. We expect that the IBM solution will yield
significant cost savings and increase compliance.Pascal Leborgne – SNCF Project Manager
© 2010 IBM Corporation18
Processing over two million invoices annually impacting database performance
Major delays in receiving paper invoices
Online access to invoice image for approval
Audit
IBM FileNet Image Repository
IBM FileNet Application Connector for SAP R/3
Challenge
Solution
Business Benefits
SAP running at peak performance
Saved millions by eliminating off-site storage fees
Saved hundreds of thousands of dollars annually in late payment fees
Improved efficiency
Halliburton
““When you consider the annual cost of off-site storage for backup documents over seven years, which is how long we’re required by law to keep
backups of our accounting documents, we’ve saved millions of dollars by archiving them
electronically in the FileNet system.”
Mark Hickok, System Administrator, Halliburton
© 2010 IBM Corporation19
The Challenge
Quickly adapt to industry and government regulations
Reduce cost and risk of responding to legal discovery requests for email and files
Reduce, consolidate and share information to produce better customer outcomes
Flexibility to quickly scale and expand to meet future business needs
The Solution IBM Content Collector to ingest and dedup
Microsoft Exchange and future File System content
IBM eDiscovery Manager to search, cull, and export case-relevant content for eDiscovery
IBM eDiscovery Analyzer to analyze discoverable content previous done via an external firm
Future growth options for seamless integration of IBM Classification Module to determine which content has business value and Records Manager for proper retention/disposition of corporate records
IBM ECM platform for consolidating, sharing and activating information
19
Blue Cross Blue Shield, TennesseeGain Control: Know, Manage and Leverage Your Content
Business Benefits
Automated workflows aligned to business needs
Archived content is accessible from other applications resulting in better business outcomes and eliminating silo’d information
Improved control over content prior to it being archived
Consistent rules and policies across multiple content types
Over 400,000 daily e-mails and attachments are archived and indexed for rapid search and retrieval
Significantly reduce the size and cost of handling litigation of investigation data“IBM’s approach is simple and straight forward. We now have a solution model that meets our immediate
business needs for archiving, retention and compliance and
provides a lower cost, lower risk method to expand and integrate key
capabilities to meet our future plans.”
-- Andy Jacobs, ECM and Collaboration Lead Architect, BlueCross BlueShield of Tennessee
© 2010 IBM Corporation20
The Challenge Industry and government regulations and
legal discovery drove the need for a more effective method of managing, retaining and producing electronic information in a timely manner.
Business Benefits 30,000 daily e-mails and attachments are
archived and indexed for rapid search and retrieval capabilities
23 million e-mails retroactively archived in case relevant format and eDiscovery ready
Deep compression and single instance storage functionality reduced storage space by 60%
Full search & retrieve eDiscovery capability makes it easier for users to comply with legal demands
Users benefit from unlimited mailbox management
Thomas Miller GroupGain Control: Know, Manage and Leverage Your Content
“IBM’s e-mail management offerings provided us with the
stability and functionality that we needed to address and meet our e-
mail archiving, retention and compliance regulatory
requirements.”
Rashid Mahmood, Lotus Notes Systems Manager, Thomas Miller Group
The Solution
IBM Business Partner, Neocol, implemented the IBM eDiscovery solution on the existing Wintel architecture and installed a separate 3.3 TB disk array
IBM eDiscovery provides search, legal hold, and export of case-relevant archived email for discovery purposes
IBM Content Manager manages all e-mail content across multiple platforms, databases and applications
IBM CommonStore for Lotus Domino provides e-mail archiving and retrieval, and manages growth for any Notes database or server platform
© 2010 IBM Corporation21
Automation
Optimization
Trusted Content Analytics
Advanced Case Management
Information LifecycleGovernance
EssentialECM
Wave three … takes workflow and BPM to the next level with Advanced Case Management
© 2010 IBM Corporation22
Why Case Management? because new challenges have emerged
Knowledge workers in all industries must do more with less…The volume and variety of
information can be overwhelming…and it is arriving faster every day
Flexibility is essential to responding effectively to opportunities or threats
…yet business needs to improve service and manage risk while optimizing costs
Automation has handled the routine, exceptions are now the norm,
many automated processes are outsourced
Access to expertise is imperative to quality decision
making
Regulatory or legal risks impose need to
consistently adhere to critical policies and rules
© 2010 IBM Corporation23
What is Case Management? bringing people, process and information together … in context of a case
There are collaborative, ad-hoc processes
Activities are event-driven
Work is knowledge intensive
Content is essential for decision making
Outcomes are goal-oriented
The judgment of people impact how the goal is achieved
Process is often not predetermined
A solution pattern where… For challenges such as…
Complex exception handling
Complaint or dispute management
Contract management
Lending applications
Benefits enrollment
Rate case management
…that are both horizontal and vertical in nature
That requires unique capabilities from…
Content management
Business process management
Collaboration tools
Social software
Business rules
And analytics
© 2010 IBM Corporation24 24
Policy Underwriting Claim Annuity
Loan Dispute Customer Mortgage Account Credit Card Personal Line Investment
Patient case Member Provider
Benefit Enrollment Grant Court case Citizen Tax payer
Rate Case Claim Permit Land Property
Invoice, Contract, Employee, Vendor, Customer, Project, Change Request, Complaint, Exception, Incident, Audit, eDiscovery, etc…
However, a common pattern of challenges exists across all industries
A “case” may be expressed differently in various industries
© 2010 IBM Corporation25
IBM Advanced Case Management
● IBM is building an advanced case management platform that unites content, process and people ● Customers can start from investments in any of these capabilities and expand into advanced case
management● IBM is delivering optimized case outcomes through analytics, rules, collaboration and social
computing● Advanced case management supports work management of structured and unstructured activities● Advanced case management delivers trusted information to the case – both content and structured
data● Advanced case management can uniquely manage the entire case lifecycle including retention and
governance requirements● IBM has the broadest portfolio of case management capabilities and the most extensive ecosystem
of case management solutions● IBM is improving time-to-value with better tools, more out of the box solutions and templating
capabilities
Case Application Design
Case Lifecycle Management
Case Infrastructure Case ContextCase Runtime
Framework
CaseAnalyticsCase Templates Case
Activities
Process Monitoring & AnalyticsCollaborationRulesContent Social
SoftwareEvents
360o View of Case
Advanced Case Management
© 2010 IBM Corporation26
Designed for the knowledge worker
Case Design for the Business Easy to use, wizard-driven Comprehensive across case assets Leverage templates for a fast start Significantly shortens time-to-value for case-style
applications
Case Application User Experience Roll-based and personalized Flexible and extensible Provides deep context for case work Brings people, process and information together to drive case
progression and better outcomes
© 2010 IBM Corporation27
“With IBM ECM, we’ve streamlined and optimized business processes to drivea recurring savings of more than $100,000 annually.”
- Fred Cook, Chief Technology Officer,North Shore Credit Union
Business Challenge Streamline business processes so existing staff
could manage the increased workload while strengthening customer service.
What’s Smart? Credit Union staff can leverage all forms of
information for a complete view of the customer, streamline business processes, and capture documents electronically for easy access and storage.
Smarter Business Outcome $100,000 CAD annual savings due to improved
business processes 70% reduction in deficiencies in customer-
facing processes
North Shore Credit Union leads with innovation
© 2010 IBM Corporation28
“The major business objectives in our organization are excellence in customer service and increased productivity of our associates. IBM ECM is a key enabler of these objectives.”
- Keith Tempinski, Director, Enterprise Content Group, JM Family Enterprises, Inc.
Business Challenge• Lack of visibility into customer service
interactions around automobile loans and leases
• Bottlenecks due to many audits in approval steps
Smarter Business Outcome• Processes cut from days to just minutes• Handle more loans with current
resources• Improve customer service and
information quality • Customer service associates focused on
exception-based processes, with greater knowledge sharing across departments
JM Family improves customer service and employee productivity
© 2010 IBM Corporation29
Automation
Optimization
Trusted Content Analytics
Advanced Case Management
Information LifecycleGovernance
EssentialECM
Wave four … uncovering unexpected business insights with solutions based on Content Analytics
© 2010 IBM Corporation30
IBM Confidential
N=484 Non-trade
How useful is Content Analytics?
What is most frequently occurring?
Why is there a higher occurrence between these dates?
What are the trends and why are they occurring?
Is this a normal or an unusual result?
What types of people, living where, are saying this and why?
Can I find an image that matches this one?
Has this been mentioned before in this context?
How can I know what I don’t know?
© 2010 IBM Corporation31
Analyzed Content (and
Data)
John sprained his ankle on the step ...
Source InformationInternal (ECM, Files, DBMS, etc.) and External (Social, News, etc.)
Noun Verb Noun Phrase Prep Phrase
Person Injury Body Part Location
Claimant: Soft Tissue Injury ExtractedConcept
Automatic Visualization for Interactive Discovery and
Assessment
How Content Analytics works
© 2010 IBM Corporation32
Demo Scenario: Medical Device Manufacturer
Interactive Discovery(ex: trend & outlier analysis)
Source Content(ex: device incident
reports,customer emails)
Operational Reporting(ex: BI dashboard including content metrics)
Action
Optimize
(ex: prepare for recall)
Collect / Archive / eDiscovery(collect, classify, trust, archive, retain
and eDiscover relevant content)
1
2
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© 2010 IBM Corporation33
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© 2010 IBM Corporation44
Demo Recap: Medical Device Manufacturer
Interactive Discovery(ex: trend & outlier analysis)
Source Content(ex: device incident
reports,customer emails)
Operational Reporting(ex: BI dashboard including content metrics)
Action
Optimize
(ex: prepare for recall)
Collect / Archive / eDiscovery(collect, classify, trust, archive, retain
and eDiscover relevant content)
1
2
43
© 2010 IBM Corporation45
Content Analytics enables business optimization
Smarter Insurance Smarter Telecommunications
Smarter Healthcare PlansSmarter CPG
NTT DoCoMoAnalytics over Voice of Customer data provides insight to drive customer-oriented decision making, boosting loyalty and creating new opportunity
Kraft AustraliaAnalytics over online customer postings helps Kraft target and deliver new branding campaigns, increasing sales and customer loyalty
Blue Cross Blue Shield of TNAnalytics over an integrated single view of plans, patients and providers enables better negotiations and improves provider satisfaction to over 90%
Large Claims Third-Party AdministratorAnalytics over insurance claim files helps detect fraud faster, reducing costs for their clients by $millions and optimizing the claims-handling process
© 2010 IBM Corporation46
Key Takeaways
IBM ECM will continue to lead and innovate for our customers
Build on core foundation to maximize value
Start today with both case management and analytics for improved ROI
Utilize skilled business partners and IBM resources to accelerate and simplify ECM deployments
• Production Imaging & Capture• Enterprise Report Management• Office Document Management• ECM Standardization
Essential Content
• Content Collection & Archiving• Advanced Classification• Records Management• eDiscovery Management
Information Lifecycle Governance
• Content-centric BPM• Advanced Work Management• Case Analytics
Advanced Case Management & BPM
Trusted Content Analytics• Content Analytics• Content Assessment• Master Content• Enterprise Search