userland … where the right thing, is the easy thing perth, 1 may 2008 version 1.0
TRANSCRIPT
Userland… where the right thing, is the easy thing
Perth, 1 May 2008
Version 1.0
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Information Management Strategy
Enterprise Content
Management
Business
Intelligence
Enterprise Information
Management
Collaboration & Agility
Revenue
$4.2b
Headcount
23,992
Headcount
432 has a large Professional
Services capability in Australia
covers the EIM spectrum
Consulting is global
Professional Services firm
Headcount
100
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Enterprise 2.0Web 2.0
Social Networking
Digital Rights Management
Business RulesSOA
Enterprise ArchitectureXML
Open Source Software
Collaboration
Information Architecture
Agility
Data Quality
BPM/STP
Metadata Management
Enterprise Content ManagementEnterprise Search
Semantic Web
MDMBusiness Intelligence
Data Migration
Compliance
Dashboards
Data Analytics
Web Delivery
Report ConsolidationData Warehousing
Reporting
Records Management
has many
EIM services
has helped many
Australian organisation with
Document Management
EIM
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In the village we had …
www.skylinesoft.com
Who accessed what when?
Is the information secure?
How can we work together over greater distances?
Is this the latest version?
www.completepeoplemanagement Where is it?
… but we needed moreVillage Life
www.softsland.com
www.epocware.com
Emails
Files
Web
IM
SMS
... and to face the world today
More choices, more cultures, lower costs
More to comply with (and it’s not consistent)
A faster pace of business
“Can you roll your web site back to date x?”
“Can we get all correspondence relating to …?”
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Emails
Files
Web
IM
SMS
The Vision The New City
Security
Compliance
EfficiencyCollaborate
Consistency
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Sponsors
Steering Committee
Reference Groups e.g. Users, External Parties
Policies, Standards Guidelines, Processes
Business cases
Requirements
Plans
Trainers and Consultants
Vendors and System Integrators
Model Offices
Roles and Training
Blueprints, Architecture, Designs
The Journey The New City
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Emails
Files
Web
IM
SMS
The Vision The New City
Security
Compliance
EfficiencyCollaborate
Consistency
Flag File
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Missing document correspondence history
Filing confusion
User Situation Why
User Situation Why
CRM system could not reliably display document history
Export of correspondence history was via a API layer. Whenever the document metadata structure changed, the interface to the CRM application had to be changed..
Users could not file documents easily
In the conversion of documents into the Document Management System, users had to classify documents.
Under time pressure, they did a poor job.
Compliance: The fear of incorrectly filed documents meant that the records were inconsistency disposed.
Efficiency: Have to open two systems as against one.
Adjusting to the new life
Found, but on page 11
User Situation WhyRelevant results would not appear first.
Questionable metadata captured at the flag and file stage, so relevancy was difficult to work out.
Efficiency: It takes too long to find a document.
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I lost my laptop
User Situation Why
What is the organisational risk?
System too slow, so the user used the local drive. Initially the local drive was locked, however due to system bugs, the local drive had to be released to users.
Security: Not knowing what was on the laptop results in poorer risk mitigation.
… but it worked yesterday
User Situation Why
Cannot access the network files.
Overnight automatic patches applied to the desktop broke the DMS adaptor.
Efficiency: Waste a lot of time trying to find workarounds.
Adjusting to the new life
Searching a day later, and got vastly different results
Search engine index synchronisation failed overnight.
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Asset valuation history
Documents subpoena
Organisation Situation Complication
Organisation Situation Complication
The buyer wanted to find out how the valuation of an asset was arrived at.
It was difficult to find the “signal in the noise”.
Legal proceedings Following an internal search, documents were found. However a machine had to be re-built to be able to read the documents.
Impact: Search cost in the hundreds of thousands.
Impact: Search cost in the hundreds of thousands.
Duplicate site survey
Organisation Situation Complication
Two branches of an organisation paid for the same survey
How do you detect these things before you place the order?
Impact: Double the cost.
Adjusting to the new life
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“Do working drafts have to be filed as well?”
“I normally call up Mary, who emails the latest material to me. It’s much faster than trying to find the thing!”
“We print two copies of the proposal response, and rely on our paper copy as the master. We don’t trust the electronic versions after that.”
Where is the communication trail for cost+ payments?
Multi-party price negotiation via email an phone. Where is the proof of how the final price was arrived at?
Electronic documents were disposed, but the transactional system still had records – these now being incomplete.
External parties are given incorrect versions of engineering plans.
Adjusting to the new life
We do not always implement the Information Policy
Source: AIIM Benchmark Kit
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We can only drive business outcomes via the employee i.e. the users.
Users have choices i.e. we have competition on the desktop e.g. local drives, USB, Google, FaceBook, Hotmail.
Gut feel 2.0
Will this make the right thing, the easy thing?
File and File are error prone as these rely on the user.
Find can be used to validate the File an File actions.
x 2.0 ….
Will this ease the flag and file decision?
Old habits died hard. We have asked them to flag and file – a combination of tools and training.
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Success Factors
Support Scope
Service Levels
e.g.Package A must be able to export data to Package B
e.g. The system will be sized based on projected volumes
e.g. “Fit for purpose” functionality will be delivered
e.g. All relevant documents will be converted
Users
Gut feel 2.0
The journey is tricky. It helps to have experience over the breath of the journey and the depth of the tools and techniques. But also essential, is the experience with your business, your industry, with people and process.
The people factor is very important. It fills the technology gap.
Early decisions impact the user experience, hence outcomes.
Do I have the right team?
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Paul KleinPartnerConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7060Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 419 013 [email protected]
Member ofDeloitte Touche Tohmatsu
Paul KleinPartnerConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7060Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 419 013 [email protected]
Member ofDeloitte Touche Tohmatsu
Bhavesh ChavdaDirectorConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7000Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 422 655 [email protected]
Member ofDeloitte Touche Tohmatsu
Bhavesh ChavdaDirectorConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7000Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 422 655 [email protected]
Member ofDeloitte Touche Tohmatsu
Yathin NaidooDirectorConsulting
Deloitte Touche TohmatsuGrosvernor Place225 George StreetSydney NSW 2000Australia
Tel: +61 (0)2 9322 3167Fax: +61 (0) 2 9322 7001Mobile: +61 (0) 416 196 [email protected]
Member ofDeloitte Touche Tohmatsu
Yathin NaidooDirectorConsulting
Deloitte Touche TohmatsuGrosvernor Place225 George StreetSydney NSW 2000Australia
Tel: +61 (0)2 9322 3167Fax: +61 (0) 2 9322 7001Mobile: +61 (0) 416 196 [email protected]
Member ofDeloitte Touche Tohmatsu
Pat ScallyDirectorConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7155Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 421 930 [email protected]
Member ofDeloitte Touche Tohmatsu
Pat ScallyDirectorConsulting
Woodside PlazaLevel 14 240 St Georges TerracePerth WA 6000
Tel: +61 (0) 8 9365 7155Fax: +61 (0) 2 9365 7001Mobile: +61 (0) 421 930 [email protected]
Member ofDeloitte Touche Tohmatsu
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About Deloitte
Deloitte refers to the Australian partnership of Deloitte Touche Tohmatsu and its subsidiaries. Deloitte, one of Australia’s leading professional services firms, provides audit, tax, consulting, and financial advisory services through over 4000 people across the country. Focused on the creation of value and growth, and known as an employer of choice for innovative human resources programs, we are dedicated to helping our clients and our people excel. For more information, please visit Deloitte’s web site at www.deloitte.com.au.
Deloitte is a member of Deloitte Touche Tohmatsu (a Swiss Verein). As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names “Deloitte,” “Deloitte & Touche,” “Deloitte Touche Tohmatsu,” or other, related names. Services are provided by the member firms or their subsidiaries and affiliates and not by the Deloitte Touche Tohmatsu Verein.