e-com:activate content in your business process
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e-Com:Activate content in your business process. Presenter: Damien KellyTRANSCRIPT
Activate Content in your Business ProcessesDamien Kelly - IBMSpencer Turner - eCom
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Agenda2
Agenda
Content, content everywhere
Content & Decisions
M th j t hi i C t t C ll tiMore than just archiving – Content Collection
Activate Content in your Business ProcessesActivate Content in your Business Processes
BPM – why you should care
Case study – Benefits of Content and BPM combined
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Content Out of control?35 Billion emails per day
Content – Out of control?
(IDC)
80% of information is unstructuredGrowing at 30% per year (Gartner)
6.6 Trillion emails sent annually (IDC)
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Content & Decisions5
Content & Decisions
ProcessProcess&
D i iDecisions
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Good decisions?6
Good decisions?
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Why collect and activate Content?7
Why collect and activate Content?
IMPROVE OPERATIONAL
INCREASE EMPLOYEE
PRODUCTIVITY
ENHANCE BUSINESS PROCESSES
ADDRESS RISK &
COMPLIANCEOPERATIONAL
EFFICIENCYPRODUCTIVITY
Enhance Workforce Effectiveness
through ll b ti
Transform Business Processes
through integration of content and automation of
Optimise Infrastructure for Content & Compliance
through capture, archiving, retention,
collaboration, communicationand information
sharing
related processes discovery and retrieval
Innovative organisations drive greater value from their content and enhance & improve the
customer experiencep
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Content Collection vs Archiving8
Content Collection vs ArchivingArchive e mail and Manage e mail and Connect e mail and Manage e mail andArchive e-mail and content for storage space management
Manage e-mail and content for legal
obligations
Connect e-mail and disconnected content
to other managed content
Manage e-mail and content as part of a business process
To reduce operational
To comply with Legal Discovery
To control, protect and leverage e-mail
To optimize business processes
problems introduced by the growing size of e-mail and other
content sources
requirements and produce authentic and trustworthy records when
and casually created content
involving e-mail and other content
content sources records when required
Storage / Mail Legal / Records ECM BPM
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IBM Content Collector9
IBM Content Collector
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IBM Content Collector How it Works10
Manage as Part of Business Process
IBM Content Collector - How it Works
ECM RepositoryManage as Part of Business ProcessStorage or Mailbox MgtLegal DiscoveryRecords Management
Policy Management Manage Policies / Rules for Sources, Tasks and Targets
Monitor
Identify &
COLLECT
Classify
Task &
ENHANCE
MANAGE
within ECM
PlatformCOLLECT ENHANCE PlatformACTIVATE CONTENT
Trigger
IBM Classification Module
Trigger Processes
Control Unsecure Content Locations
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Content under control then use it!11
Content under control – then use it!
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Content and BPM12
Why you should be interested?
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E i U t i t13
Economic UncertaintyClients are feeling pressure to :g p
do more with lessto cut costs reduce risksincrease revenues and productivityc ease e e ues a d p oduct tyaccelerate the integration of mergers and acquisitionsbe smarter about getting more value from theirbe smarter about getting more value from their investment in information, technology and other infrastructure.
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E i U t i t14
Economic Uncertainty“…a period of discontinuity is, for those with courage and vision, a period of opportunity. Over the next couple of years, there will be winners, and there will be losers. And though it may not be easy to see now, I believe we will see new leaders emerge who win not by surviving the storm but bywe will see new leaders emerge who win not by surviving the storm, but by changing the game.”- Sam Palmisano, IBM, November 6, 2008
So how do we change the game? BUSINESS PROCESS MANAGEMENT.BUSINESS PROCESS MANAGEMENT.“..those companies that ignore the advantages of BPM…. Will gradually lose market share to their competition that grasps the significance of this technology”technology
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Wh BPM?15
Why BPM?Content out of control
Disparate systemsp y
Complex environmentCo p e e o e t
Process improvement without toolsProcess improvement without tools
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BPM B fit16
BPM BenefitsProcess improvementpBusiness agility through process agilitySelf-documenting processesg pDelivers competitive advantage by:
Enhancing productivityImproving customer serviceReducing costsSupporting complianceSupporting compliance
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C St d A li ti P i17
Case Study – Application ProcessingChallengesg
Manual processing:Form receipt / reviewApply business rulesData entryRating of applicationRating of applicationReview of application
Data processing costTouch points
SLA / market shareDocument storage / retrieval
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18Case Study – Application Processing
18
Solution
y pp gCapture Scoring Decision Completion
Cl
Process
Reporting
Paper
lient Bus
3rd PartyBayCorpReferral
Content Archive
Fax
siness R Approved
360 View
Fax
Rules
Account Creation
Welcome Pack
WebLending System
Score Card
CRMDeclined
Rejection Letters
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C St d A li ti P i19
Case Study – Application ProcessingReturn on InvestmentReturn on Investment
Reduce processing touch points FTE count reduced by 55%FTE count reduced by 55%Improve processing timeMarket share growthExpanded service deliveryp yEnhance reporting capability…
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A li bilit20
Applicability
Finance & Bankingg
Government
Insurance
Cross-Industry
Manufacturing
Top five high ROI content-centric business processes Top five high ROI content-centric business processes
Gove e t y
in key industriesin key industries
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21Government Insurance Financial
Case ManagementRetiring Workforce
G
Government
New Business / UnderwritingClaims ProcessingP li h ld S i
Insurance
Account OriginationMortgage Loan ProcessingC L di
Financial
eGovernanceLicense Issuance (Transportation Real ID Act)Fraud Monitoring
Policyholder ServiceOn-boarding / EnrollmentRegulatory Compliance & Market Conduct
Consumer LendingCommercial LendingElectronic Legal Discovery
Fraud Monitoring Market Conduct
M f i C I d
Knowledge Retention (Aging W kf )
Manufacturing
Accounts PayableA t R i bl
Cross-Industry
Workforce)Staff ProductivityAsset & Plant Lifecycle Management
Accounts ReceivableRecords Management Customer ServiceHuman ResourcesManagement
Regulatory ComplianceRate Case Management
Human ResourcesNetwork ManagementRegulatory / Legal Compliance
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2121
Compliance
22Healthcare Telecom Energy & Utilities
Case Mgmt.• Customer Service• Compliance
Healthcare
• Customer Service• Customer Billing• Accts Payable
Telecom
• Asset/Plant Lifecycle Mgmt.• Compliance• Rate Case
Energy & Utilities
Compliance• New Acct / • Customer On-Boarding…
Accts Payable• Compliance• HR On-boarding• Contracts Mgmt…
Rate Case• Aging Workforce• Contracts Mgmt.• Accts Payable…
T i R il
• Bills of Lading/Manifests• Customer Service
Transportation
• Accts Payable• Customer Service
Retail
• Customer Service• Contracts Mgmt• Accts Payable• Claims/Legal Case Mgmt...
• Customer Service• Compliance• HR On-boarding• Contracts Mgmt.• Litigation Mgmt….
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Fi l th ht23
Final thought
“The difficulty lies, not in the new ideas, but in escaping the old ones”escaping the old ones
John Maynard KeynesJohn Maynard Keynes
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Wh t fi d ?24
Where to find us?Today y
Talk to us right now!Networking Loungeg g
Any other timey ot e t ewww.ecom.co.nzwww.ibm.com/nz
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Thank oThank you
Questions?
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