support of knowledge worker business processes through the provisioning of appropriate content...

Enterprise Architecture Symposium – Toronto – 30 March 2011

Martin Sumner-SmithVP, EA

Support of knowledge worker business processes through the provisioning of appropriate content management and social technologies

Rev 2.0 01102010 Copyright © Open Text Corporation. All rights reserved.

Gartner ECM Magic Quadrant

Metastorm ProVision® (PV) & Knowledge Exchange (KE)

Metastorm Is Now OpenText

Context

The Enterprise Content Management (ECM) field has traditionally addressed:

Unstructured data = Content

Unstructured processes

Knowledge Management

Is still a hybrid between paper & electronic in many processes

Premises

EA exercises tend to focus on structured information and processes since these are ‘easier’ or more visible than unstructured

The proportion of knowledge workers in workforces is increasing

Some structure is being introduced to knowledge work

The relevance of newer social technologies to enterprises is still being determined & developed

Every thing that can be digital, is

eventually becoming digital

Every thing that can be digital, is eventually

becoming digital

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Accounts payable (invoices)

Project management

Legal

HR

Sales/CRM

Maintenance/asset management

Customer service

Quality control

Case management

Procurement

0% 2% 4% 6% 8% 10% 12% 14%

In your organization, which business process is currently the most in need of integration with content/document management (N=120)

Productivity benefits of linking documents and transaction workflows

0% 10% 20% 30% 40% 50% 60% 70%

Customer service improvement from immediate access to all related content

Knowledge-sharing benefits of universal staff access to information

Compliance benefit of consistent records management across all data

Higher level of quality, less mistakes from manual cross-reference

Improved storage management and resilience

Commercial/strategic benefit of combined access to structured and unstructured data

Which of the following would you say are the TWO biggest benefits of linking ECM with ERP and CRM (N=296)

Business Processes in Greatest Need of Integration with ECM

Greatest Benefits from Integrating ECM with Business Processes

Source: AIIM White Paper Connecting ERP and ECM: Measuring the Benefits

ECM – ERP Priorities

Knowledge Work

11

Cooperrider in Staron, 2006, p. 23 Staron, M., Jasinksi, M., & Weatherley, R. 2006.Life based learning: a strength based approach for capability development in vocational and technical education: a report on the research project Designing professional development for the knowledge era”. Sydney, TAFE NSW ICVET.

15

The Law of Digital Disruption at Work

Technology Change

Social Change

Business Change

Political Change

Change

Time

Analyst Day - Boston - 2011

Access to Facebook, Twitter,

and YouTube is

prevented in 45% of organizations

The Rise of Social Networking

“Many executives have a hazy understanding of what it takes to bolster productivity for knowledge workers

...knowledge work involves more diverse and amorphous tasks than do production or clerical positions, where the relatively clear-cut, predictable activities make jobs easier to automate or streamline

Likewise, performance metrics are hard to come by in knowledge work, making it challenging to manage improvement efforts”

https://www.mckinseyquarterly.com/Organization/Strategic_Organization/Boosting_the_productivity_of_knowledge_workers_2671


Primary Barriers

1. Physical Geographic and time separation

2. Technical Lack of necessary tools

3. Social or Cultural Organizational restrictions, opposing incentives and

motivations

4. Contextual Not knowing who to consult or to trust

5. Temporal Time, or rather the perceived lack of it, is also a critical factor

“It’s time for companies to develop a strategy for knowledge work—one that not only provides a clearer view of the types of information that workers need to do their jobs but also recognizes that the application of technology across the organization must vary

considerably, according to the tasks different knowledge workers perform.”

Free access to knowledge vs. Structured provision

https://www.mckinseyquarterly.com/Rethinking_knowledge_work_A_strategic_approach_2739

Free Access Primary/original approach

for: Autonomous workers with

high degree of expertise Attorneys, designers,

marketers, scientists, senior execs, ...

Assumed to be capable & disciplined

Technology KM systems, Internet, social

media – public and private/corporate

Structured Provision Appeared in the 1990’s

Technology Content management

systems, workflow/BPM, portals, collaboration/social

Newest = adaptive case management

Free Access

Benefits Enjoyment, positive feeling Best when work is

unpredictable

Negatives Workers lack skills Metrics not easy Requires discipline

Structured Provision

Benefits Reduced distraction Load-based routing Embedded rules

Negatives User resistance Reduced socialization Reduced agility

https://www.mckinseyquarterly.com/Rethinking_knowledge_work_A_strategic_approach_2739

Challenges

Preventing alienation Avoiding automated crack-up

Proposal Allow workers to over-ride Systems recommend not enforce

Trend over time

Computer-supported

Computer-facilitated

Automated

“Organizations around the world struggle to crack the code for improving the effectiveness of managers, salespeople, scientists, and others whose jobs consist primarily of interactions—with other employees, customers, and suppliers—and complex decision making based on knowledge and judgment.”

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Changing roles require different skills

Example People tasked with Content Creation are seldom good

at Content Promotion

But Value depends on use ECM has traditionally considered

mitigation of costs ofProduction & Finding

Martin-fulcrum.blogspot.com

http://martin-fulcrum.blogspot.com/2011/03/implicit-value-of-content-is-realized.html

http://martin-fulcrum.blogspot.com/2011/03/implicit-value-of-content-is-realized.html

ECM

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Enterprise

Content

Management

Open Text

Early 2000’s

Curre

nt

Indu

stry d

efini

tion

risk

security

litigations

retention

compliance

Content Governance

resources

Content Efficiency

31

optimization

time-to-market

cost

quality

Key Enterprise Challenge

Business Legal32Analyst Day - Boston - 2011

ECM Market – Still emerging

Source: Citi Investment Research and Analysis

ArtificialIntelligence

UnstructuredInformation

Disruptive Emerging Maturing Saturation Decline

Surface Computing

BusinessIntelligence

ProductLifecycleManagement

CustomerRelationship

Management

SupplyChain

Management

Desktop OperatingSystem

Mainframe Software

Database

Copyright © 2009 OpenText Corporation. All rights reserved.

Slide 33

ECM now encompasses previously disparate technologies

P-P-Information or P-P-Content?

Processes

Content People

Information Spectrum

Content

StructuredUnstructured

$ # Data

Process Dimension

Social

Business Process/Time

BPM , Workflow Collaboration

Structured/OrderedUnstructured

Exceptions cost

Val

ue

Stage of Maturity

Best of Breed(Specialized components)

Business Process centric ECM

(Content embedded in business process)

ECM Suite (Integrated solution)

Increase Efficiency Reduce Cost Reduce Compliance Risk

ECM Solutions Becoming an Integral Part of Core Business Processes

SAP PM Unscheduled MaintenanceExample Process including Root Cause Analysis

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Rel

iab

ility

En

gin

eer

Rel

iab

ility

En

gin

eer

Pla

nt

Op

erat

or

Pla

nt

Op

erat

or

■ Reliability Engineer receives an email with link to Root Cause Analysis Workspace

■ Determine scope (technician, objective, time frame, etc.)

■ Submit report for review / approval

■ Create Maintenance Work Order 1 to fix the problem Work Order Workspace

■ Create Work Order 2 to investigate the problem and provide a remedy Root Cause Analysis Workspace

Create Work Orders

Completion

Define Analysis Objective

Initiate Analysis Conduct Analysis Recommendations

Records Management

Scheduling and Fixing

■ Root Cause Analysis may require revisions to maintenance plan (Inspection, Service, Calibration)

■ Printing Shop Papers■ Assign Technician■ Technician repairs the equipment■ Everything gets documented in the Maintenance Work

Order Workspace■ Technician uses an iPad for access to documents in

related Workspaces (Func. Locations & Equipment) ■ Technician uses an iPhone/BB for capturing photos

directly into the Workspace

■ Create maintenance notification of type “Malfunction Report”

Create Maintenance Notification

Notificationof Failure

Tear Down

Repair Start-upConduct Root Cause Failure Analysis

21 3 4

■ Conduct predefined analysis (ETA, FTA, RCA, etc.)

■ Record analysis and testing results

■ Review OEM manuals for op limits and maintenance schedule

■ Inquire with OEM and supplier on model experience

■ Control work progress (reporting)

■ Collect failure data■ Review maintenance /

failure history■ Upload photographs

and any interview notes■ Assign responsibilities

to assessment roles■ Plan tasks and

resources (tasks, WFs, follow up)

SAP PM Unscheduled Maintenance Panel Operator initiates Root Cause Analysis

SAP PM Unscheduled MaintenanceReliability Engineer: Root Cause Analysis Workspace

Pump P-3000-N004 at C1-BR2-1

Binder Workspace Pump P-3000-N004 at C1-BR2-1

Pump P-3000-N004 at …..

SAP Data

All content is managed seamlessly by the organizations corporate Records Management program

Predefined Folders are created to manage content

Project Roles and rights predefined for this analysis type

Default Task List predefined for this analysis type

Phase Overview

Collaboration Dimension

FormalInformal

People’s Jobs

People Spectrum

FormalInformal

Indi

vidu

al

Gro

up

Collaboration

The ThreePrimary Dimensions

Structured InformationUnstructured

Formal People Org.Informal

Str

uctu

red

Pro

cess

Uns

truc

ture

d

ECM Example: Case Management

46

Copyright © Open Text Corporation. All rights reserved. Slide 47

Process OverviewStep 3Step 3Step 2Step 2Step 1Step 1

People- Administrators- Coordinators- Secretaries

Process StepCase Received- Scan (if paper)- Index- Register- Review and assign

(skip to step 3) or assign for review (go to step 2)

ContentCase request:- scanned copy of

correspondence;- Email- MS Office document- phone inquiry

transcriptCase metadata (index

number)

People- Administrators- Coordinators- Secretaries

Process StepCase Received- Scan (if paper)- Index- Register- Review and assign

(skip to step 3) or assign for review (go to step 2)

ContentCase request:- scanned copy of

correspondence;- Email- MS Office document- phone inquiry

transcriptCase metadata (index

number)

People- Administrators- Lawyers- Social Workers- Human Resources- Complaints Boards

Process StepCase Review- Task and resource

assignment

Content- Case files- Status tracking- Tasks- Event management

and scheduling (timetables)

- Reference data – may be unstructured and structured i.e. similar files, cases, complaints, model letters, reports, records, correspondence, financial data, academic data, etc)

People- Administrators- Lawyers- Social Workers- Human Resources- Complaints Boards

Process StepCase Review- Task and resource

assignment

Content- Case files- Status tracking- Tasks- Event management



People- Administrators- Lawyers- Social Workers- Human Resources- Subject Matter Experts

(Doctors, Academics, etc)

- Law Enforcement

Process StepCase Processing- Respond- Request further

documents if necessary

- Task and resource assignment

Content- Case files- Status tracking- Tasks- Timetables- Reference data

(structured and unstructured)

People- Administrators- Lawyers- Social Workers- Human Resources- Subject Matter Experts

(Doctors, Academics, etc)

- Law Enforcement

Process StepCase Processing- Respond- Request further

documents if necessary

- Task and resource assignment



Step 4Step 4

People- Administrators- Lawyers- Social Workers- Human Resources- Subject Matter

Experts (Doctors, Academics, etc)

- Law Enforcement- Judiciary

Process StepCase Completion - Case may be

archived if not completed after predetermined time period – skip step 4.

ContentCase files:- Structured and

unstructured- Digital signatures

People- Administrators- Lawyers- Social Workers- Human Resources- Subject Matter

Experts (Doctors, Academics, etc)

- Law Enforcement- Judiciary

Process StepCase Completion - Case may be

archived if not completed after predetermined time period – skip step 4.


unstructured- Digital signatures

Step 4Step 4

People- Records Manager- Librarian- Knowledge Manager- Web Designer

Process StepCase Archiving (and

Publishing in Some Cases)

Content - Final document in

various formats: PDF, PPT, HTML document; print and paper

- Case records indexed and full-text search enabled

- Case excerpts may be published online where applicable.

People- Records Manager- Librarian- Knowledge Manager- Web Designer


Publishing in Some Cases)

Content - Final document in

various formats: PDF, PPT, HTML document; print and paper

- Case records indexed and full-text search enabled

- Case excerpts may be published online where applicable.


Collaboration within ProcessStep 3Step 3Step 2Step 2Step 1Step 1

Process StepCase Received

Content- MS Office document- phone inquiry

transcript- Case metadata

(index number, attributes etc)

Collaborative- Email- Phone/voice mail- Scanned or paper

correspondence


Content- MS Office document- phone inquiry

transcript- Case metadata

(index number, attributes etc)

Collaborative- Email- Phone/voice mail- Scanned or paper

correspondence

Process StepCase Review

Content- Case files.- Status tracking- Tasks- Event management



Collaborative- Community- IM- Expertise locator- Email- Phone/voice mail


Content- Case files.- Status tracking- Tasks- Event management




Process StepCase Processing








Step 4Step 4

Process StepCase Completion


unstructured

Collaborative- Community- IM- Expertise locator- Email- Phone/voice mail- Digital Signatures



unstructured

Collaborative- Community- IM- Expertise locator- Email- Phone/voice mail- Digital Signatures

Step 4Step 4

Process StepCase Archiving

ContentCase to be archived

upon completion; Indexed and full-text search enabled. Case excerpts may be published online where applicable.

Records of case and statistical information

Collaborative- Web site- Blogs- Digital Signatures

Process StepCase Archiving

ContentCase to be archived

upon completion; Indexed and full-text search enabled. Case excerpts may be published online where applicable.

Records of case and statistical information

Collaborative- Web site- Blogs- Digital Signatures


ECM at Play within Process

Step 3Step 3Step 2Step 2Step 1Step 1







Step 4Step 4



Step 4Step 4


Publishing in some cases)


Publishing in some cases)

Document Management/RepositoryDocument Management/Repository

ECM Components• Communities, Wikis• Expertise Locator• Digital Signatures

Non-ECM Components• Structured content i.e. SAP and Oracle

ECM Components• Communities, Wikis• Expertise Locator• Digital Signatures

Non-ECM Components• Structured content i.e. SAP and Oracle

ECM Components• Web Content Mgmt• Communities, Blogs,

Wikis• Records Mgmt and

Archiving

Non-ECM Components

• Digital Rights Mgmt

ECM Components• Web Content Mgmt• Communities, Blogs,

Wikis• Records Mgmt and

Archiving

Non-ECM Components

• Digital Rights Mgmt

ECM at PlayECM at Play

Workflow/Case Management FrameworkWorkflow/Case Management Framework

ECM Components• Imaging

ECM Components• Imaging

ECM + EAM Example: Plant Shutdown

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What is Shutdown Turnaround?SAP Plant Maintenance

Shutdown Turnaround is project management of a special kind: managing the repair, replacement or maintenance of critical systems. Manufacturing, process plants, refineries, utilities, and many other systems must be regularly closed down or taken out of service for planned maintenance operations.

Ext

en

ded

EC

ME

xte

nd

ed E

CM

SAP PM Shutdown TurnaroundS

AP

EA

MS

AP

EA

M

Records ManagementRecords Management

Planning / Scheduling

■ Equipment project plan is created in SAP Project Systems

■ Assign tasks ■ Create work breakdown

structure

Shutdown Equipment Project

Plan

Execution Start-up

1 2 3

■ Create workspace for planning analysis

■ All planning documents are create and shared and maintained here until its determined if the equipment in review is going to be replaced/rebuilt.

Planning Workspaces

Update Project Plan

■ Refine project plan and update budget

■ Create work order■ Workspace is

automatically created from SAP and also made available to other UI’s.

Create Work Order

■ Create requisitions for equipment and materials

■ Issue PO‘s ■ Recieve and warehouse

goods■ Resource allocation for

technicians/contractors

Procurement

■ Workspace is now available for users to add content via non-SAP UI’s for the equipment that is being rebuild/replaced with associated folders to manage content

Equipment Workspace

■ Review maintenance / history

■ Build work procedure (i.e. word document)

■ Create checklist for work package

DocumentationCreation

■ Collaboration between vendors and suppliers

■ Updated product manuals/instruction from Supplier and tie to equipment in SAP

DocumentationMaintenance Updates

SAP PM Shutdown Turnaround

Lack of support tools for documentation, standardization, collaboration and record keeping on shutdown turnaround.

Inability to retrieve and review corporate wide historical shutdown turnaround lessons learned analysis and recommendations for plant equipment repair/replacement.

Maintenance documents and drawings not associated with SAP equipmentand plant maintenance data for ongoing asset performance initiatives

Efficiency through predefined workspaces for shutdown, planning and execution to collect information and collaborate with contractors / OEM

Operator, Engineer and Technician access to the historical shutdown maintenance records:

Shortened repair cycles

Reduced costs

Improved safety

Easy-document handling capabilities, enabling non-SAP users to access documentation from within context of SAP maintenance processes

Solution Benefits

Business Challenges

Key Differentiators:

Out-of-the-box SAP solution Direct access to documentation

associated with equipment Collaboration tools to develop

shutdown work packages Complete documentation of

historical maintenance records found within SAP

Need:Avoid inaccurate or missing content that leads to shutdown delays, increased costs and an unsafe work environment.

Reduce downtime

Better job planning

Collaboration and Social

54

Social Media

Digital Media Transforming Organizations

• Find experts quickly• Real time notification of key information updates • New content instantly available for searching• Information already stored in the right place

Fast

Smart

Together

• Leverage thought leaders wherever they are• Tap into the collective intelligence of the group• Build knowledge bases, not jammed mailboxes• Connect the dots, spot the trends, stay in touch

• Build a sense of community that spans buildings• Enable teams to work together effectively• Break down silos and bring greater transparency• Enable people to better learn from each other• Facilitate new people getting up to speed

collaboration

Content Monetization

58

experience

communication

engagement

differentiation

perception

Extending ECM to Web 2.0

Social Networks

Wiki

Podcasts

Blogs

Folksonomies

Communities

Videocasting

RSS

Social Bookmarking

Aggregators

Widgets

AJAX

59Analyst Day - Boston - 2011

Systems of Engagement

Systems of Record60

61

The Art and Science of Making the Desirable-Viable

e.g. Issues User acceptance/adoption

Training Incentives & Recognition Habit Tribal behaviour Narrow scope

The nature of work Value realization Governance

Knowledge managers Taxonomies Enterprise perspective

Established Community Behaviour

90s style discussion Older but technical

users Resistant to social

networks Not using the best tool

Martin-fulcrum.blogspot.com

http://martin-fulcrum.blogspot.com/2011/02/blocked-community-arteries.html

Pulse

64

Premises Reviewed

EA exercises tend to focus on structured information and processes since these are ‘easier’ or more visible than unstructured

The proportion of knowledge workers in workforces is increasing

Some structure is being introduced to knowledge work

The relevance of newer social technologies to enterprises is still being determined & developed

Thank You

66