Programme Management

ECM is an ongoing strategy,

involving multiple projects designed
to gain control of the organisations
unstructured information. Within the
context of an overall strategy:
Tackle specific projects singly, with
each adding business value and
addressing a portion of ECM
Select projects for business value,
not simplicity
Produce a business case for each
of these programmes separately
Project Management
Identify scope of initiative:
geographic, organisation, legacy
content to be migrated,
information types, information
classes, and timetables
Plan your project phases,
activities, and deliverables
Avoid scope creep, but realise that
some tradeoffs will be necessary
1. ECM Project and Programme Management 2. Information Governance Framework 3. Concept of Operations (ConOps)
4. Information Survey
5. Business Case
12 Steps to ECM Success - Best Practice for Implementing ECM 12 Steps to ECM Success - Best Practice for Implementing ECM
AIIM Europe
The iT Centre, 8 Canalside, Lowesmoor Wharf, Worcester WR1 2RR
Tel: +44 (0)1905 727600 Fax: +44 (0)1905 727609
Email: [email protected] Web: www.aiim.org.uk

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For additional information visit: www.aiim.org.uk Enterprise Content Management (ECM)
is the effective management of unstructured business content
Enterprise Content Management (ECM)
is the effective management of unstructured business content
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www.software.emc.com
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www.nuxeo.com
www.thecontentgroup.co.uk
Object
The goal of any enterprise
content management (ECM)
implementation is the effective
management of business
content. ECM is the technologies
used to capture, manage, store,
preserve, and deliver content
and documents related to
organisational processes.
Equipment
Organisations need the following
pieces to play:
A business plan that identifies
what content is important in
your organisation and how it
is to be managed.
The right team of properly
trained people (IT, legal,
executive support, records
managers)
The right technology
(collaboration, document
management, BPM, web
content management, records
management, capture tools,
etc.) to turn the business plan
into reality.
Game Play
Making an ECM implementation
work requires planning and
attention to detail. While this may
look like a simple, step-by-step
process, many of these steps
will occur simultaneously. ECM is
a complex set of technologies
that work together. The best way
to create the right solution is to
identify organisational goals and
priorities. Common drivers
include enabling easy access
and retrieval of content, as well
as reducing risk and meeting
regulatory requirements.
Winning
Winning 12 Steps to ECM
Implementation will differ for
each organisation. At a
minimum, placing all of an
organizations content into a
plan for managing content
throughout that contents
lifecycle is a baseline of
success. Creating and
maintaining corporate records in
accordance with a compliance
plan is success. Generating
revenue by more effectively
delivering service to customers
is success. Saving money by
purging hundreds, thousands, or
hundreds of thousands of
documents from an
organizations IT infrastructure is
success. One final note: the
game never ends. The business
and regulatory environment is in
a constant state of flux. New
products and regulations,
improved technology, etc.
combine to create a constantly
shifting environment to which
your ECM plan will need to
adapt.
Risk Card
Successful pilot,
GO TO
COLLABORATION
for the next
implementation.
Risk Card
A workgroup has
heard about the
ECMS pilots
underway and wants
to start a pilot too,
GO TO
COLLABORATION.
Benefit Card
ROI for an ECM
Programme
includes both
hard and soft
benefits.
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Concept of Operations (ConOps)
Facilitates communication and
agreement of stakeholders to the
ECM vision and leads to permission
to begin the project by ensuring that
the project contributes to the overall
content management and business
strategies.
ConOps describes:
Future vision after project
implementation
Organisational changes and
content governance structures
New business processes,
behaviours, and ways of working
Tools, applications, and IT
infrastructure needed
6. Business & System Requirements
Understand and document your
requirements
Stakeholders needs must be met
Document relevant needs of the
stakeholders
Align ECM system objectives with
stakeholders target outcomes
Enable programme to be scoped,
planned, and delivered effectively
Develop a requirement document,
which will become the basis for the
system development design
The ConOps outlines the ECM
vision
The information survey describes
the business goals, processes, and
activities, plus required information
If available, use a standard
specification organisation to ensure
proper structure for stakeholder and
survey results
Interview senior stakeholders and
representatives of the end user
community
Draft a business and systems
requirements specification based
on the above. Review until
consensus is gained
8. Users and User Involvement
ECMS needs to hold many details
about users
Each user has one-or-more role /
category
Each user is in one or more
workgroup
Workgroups facilitate access control
Information on each user generally
includes:
Contact details
Workgroup(s)
Role(s)
Security clearance
Access rights by class / folder
Users should be involved in the
outline of the current situation and
needs, and in the trial use of potential
ECM systems. Real involvement, not
lip service, for involved users is
needed for success.
Involved users will lead to a good
concept of operations and an
appropriate ECM system to move into
a detailed trial with.
10. Model Offices & Pilots
Model Office
Involves users, trainers, content
managers, and admin staff to create
a new working environment, and
develop new procedures and ways of
working. It helps:
ECM software selection
Refine functionality and user
interface
This is more of a laboratory setting,
with users away from their desks.
Pilot
Start roll-out of new ECM
environment
Use real IT infrastructure
Sit at own desks, in normal office
Do normal work tasks
Real-world evaluation of new ECM
environment
Provide realistic assessment of
performance achieved
Test entire project, not just
technology
User feedback & improvement
suggestions on functionality and
performance
Refine documentation and training
in light of experience
7. Business Classification Scheme
A business classification scheme
(BCS) allows users to file, find, and
share information. A BCS is:
The structure used for organising,
accessing / retrieving, storing, and
managing information
Used to classify documents &
records
Developing a Business
Classification Scheme
View the development of a business
classification scheme in phases:
1) determine your overall approach;
2) create a high-level view across the
organisation;
3) build a detailed plan in a pilot;
4) roll out in the pilot area;
5) refine and repeat.
The critical success factor of a
good BCS is the time it takes
users to file or find information
A BCS will change
Involve all staff to obtain many
opinions
It wont be exactly right the first
time.
An information survey provides a
present-state of what your content is,
where it is located within your
organisation and how well it is aligned
with business needs. Identifying the
location of content improves the
business case while clarifying
business and system requirements.
An information survey helps identify:
What content and business flows
are present
Information gaps (what content is
not present)
How long should it be kept
How to rationalise information
(eliminate duplication, planning
migration, more effective flow)
Planning a Survey
Agree upon the purpose and scope
of the survey
Decide how to understand the
business goals, business
processes, activities and required
information (e.g., one practical
approach to an information survey is
to study the flow of work).
Agree upon necessary level of
details for collections and users
Determine how to communicate and
motivate managers and users
involved
Shows how ECM-related project
supports business strategy
Helps convince senior managers to
support project
Communicates important information
to people in business and on the
ECM-related project
Provides clear recommendations for
making decisions
Enables success to be measured and
benefits realised
Quantified in financial terms
Used for cost-benefit analysis in
business case
Financial targets set and subsequently
monitored
Quantified in non-financial terms
Important for differentiating between
alternatives
Benefit levels may be assessed
subjectively
Numeric targets set & monitored
Non quantifiable or intangible benefits
Important for differentiating alternative
Levels may be assessed subjectively
Targets set and monitored for indirect
or shadow measure
9. IT Infrastructure
Components
When planning, managing, or operating
an ECM IT infrastructure using this
structured framework for any analysis
will help you to ensure all aspects of
introducing or changing ECM are
considered and addressed. Most
organisations have the following IT
components:
Desktop / Laptop / PDA (Other front-
end devices - hand held scanner, etc.)
Network (include Internet, SAN, LAN,
firewalls)
Server / Data centre (include external
services)
Architecture
Each infrastructure component
(desktop, network, and server) will have
an architecture-set made up of:
The development architecture - the
set of disciplines and tools, each
supporting a specific task or set of tasks
in the development process for ECM
infrastructure projects.
The execution architecture - the set
of disciplines, tools, and standards
required to run an ECM application on
the IT infrastructure
The operations architecture - the set
of disciplines, tools, and standards
required to keep an ECM production
environment up & running.
Capability - Each infrastructure
component will have each of the three
capabilities
Process - the process required to
function and operate
Resource / skill - the right people,
right skills
Hardware / software assets - the
physical assets
Policies
Identify the information owner and hold
accountable
Determine the lifecycle of content.
Some must be kept; the rest can be
disposed according to your policy
Information belongs to the organisation
and should be shared with appropriate
security & access controls
Management - All levels in an
organisation are accountable for the
information they have control over.
Important appointments:
Chief Information Officer (CIO)
Information governance board
Sub-group of executive board,
includes key directors
Programme / project owner
Accountable to the executive board for
delivering expected benefits of ECM-
related implementation project/
programme
Information Manager
Organisational roles needed to
manage corporate memory and
support users, include:
Information management function
Maintains corporate business
classification scheme
Maintains information and content
management policy
Leads content management
community of practice
Advises on relevant legislation
Defines ECM reference information
Ensures information is preserved
Carries out disposition reviews
Audits staff compliance with policy,
standards, and guidelines
Scanning centre
Information hubs (iHubs)
Information specialists in user groups
Development of
content management
across the
organisation
Refine / revise existing
procedures - refine in
light of experience
New procedures and
processes - exploit
new environment
Metadata capture
Searching & retrieving
Revise existing and
add new workflows
Determine success
measurements
Identify and precisely
define expected
benefits
Establish a benefits
management structure
Functions, roles,
responsibilities and
communications
Assess value, impact,
dependencies, risks
Develop a benefits
realisation and
tracking plan
Schedule for benefit
delivery assessments
Develop an ongoing
training plan
User & System
Monitoring
User training revision
Business process
changes
System functionality
Pre-Conditions
Successful pilot
Requirements met
Users satisfied with
systems and ways of
working
Business case valid
Right people in
project team
Project management
methods
Approval from senior
management /
stakeholders
Plan
Create / follow a
disciplined roll-out and
maintain active
communication
Checklist of elements to
address in the roll-out
plan:
ECM and IT design
Training development
Data migration
User acceptance
testing
Fall-back plan
Analyse risk register
Develop and gain
agreement on
scenarios where
back-out may be
needed
Develop and review
outline contingency
plans
Produce a fallback
plan and contingency
plans
11. Roll-out
12. Post Implementation
Rules of the ECM Implementation Game
Benefit Card
Enlist the aid of
consultants and
system integrators
in the planning and
implementation of
an ECM
programme.
Collaboration
Compliance
Continuity
Cost Reduction
ECM_12steps_Lifecycle_UK 5/25/07 2:57 pm Page 1
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Whether your goal is to meet increasingly complex
regulatory requirements or to gain faster access to
your information, planning is the key to any
successful ECM implementation. Following these
12 steps will help you achieve those goals.
12 Steps to ECM Success -
Best Practice for Implementing ECM
12 Steps to ECM Success -
Best Practice for Implementing ECM
Gold Sponsors
About AIIM - The ECM Association
AIIM Europe
The iT Centre 8 Canalside Lowesmoor Wharf
Worcester WR1 2RR
Tel: 01905 727600 Fax: 01905 727609
Email: [email protected] Web: www.aiim.org.uk
AIIM is the international authority on Enterprise Content Management
(ECM), the technologies used to capture, manage, store, preserve, and
deliver content and documents related to organisational processes. ECM
tools and technologies provide solutions to help users with the four Cs of
business: Continuity, Collaboration, Compliance, and Costs.
For over 60 years, AIIM has been the leading non-profit organisation
focused on helping users to understand the challenges associated with
managing documents, content, records, and business processes. Today,
AIIM is international in scope, independent, implementation-focused, and,
as the representative of the entire ECM industry - including users,
suppliers, and the channel - acts as the industrys intermediary.
As a neutral and unbiased source of information, AIIM serves the needs
of its members and the industry by providing educational opportunities,
professional development, reference and knowledge resources,
networking events, and industry advocacy.
Information about AIIM can be found at www.aiim.org.uk
AIIM provides:
Market Education - AIIM provides unbiased information through the AIIM
Roadshow (held throughout the UK); Info Ireland (held in Dublin); AIIM
Webinars and AIIM Newsletters.
Professional Development - AIIMs industry education road map offers
business and government professionals a variety of training opportunities.
Our ECM & ERM Certificate Programmes provide instruction on the
Why?, What?, and How? of Enterprise Content Management and
Electronic Records Management via Web-based and/or classroom
courses.
Peer Networking - Through networking groups, programmes,
partnerships, and the Web, AIIM creates opportunities that allow users,
suppliers, consultants, and the channel to engage and connect with one
another.
Industry Advocacy - As an ANSI7 (American National Standards
Institute) accredited standards development organisation, and a founder
member of the DLM/MoReq2 committee, AIIM acts as the voice of the
ECM industry in key standards organisations, with the media, and with
government decision-makers. Our Industry Watch research reports
provide intelligent information about user trends and perceptions.
Platinum sponsor profiles
EMC
2
EMC Tower
Great West Road
Brentford
Middlesex
TW8 9AN
Contact: Hassan Kamugisha, Lead Development Representative
Email: [email protected] Tel: +44 208 758 6500 Fax: +44 208 758 6500
EMC Corporation (NYSE: EMC) is the world leader in products, services and solutions for information management and storage.
We help organisations extract the maximum value from their information, at the lowest total cost, across every point in the
information lifecycle.
EMC helps organisations to simplify the tasks involved in managing information. The increased intelligence, protection and
flexibility we provide also helps to simplify the infrastructure on which information resides while increasing the value of this
information.
www.software.emc.com
Open Text
Grosvenor House
Horseshoe Crescent
Beaconsfield
Bucks
HP9 1LJ
Contact: Business Development Team
Tel: +44 (0) 1494 679747 Fax: +44 (0) 1494 679707
Open Text is the market leader in providing Enterprise Content Management (ECM) solutions, with a proven approach to providing
a range of targeted business and industry solutions that integrate with enterprise applications, enabling your organisation to:
Manage all Content Streamline Processes Ensure Compliance Maximise ROI
Our Livelink ECM solutions bring together collaboration, content, and process technologies into integrated solutions that work
harmoniously to capture ideas, experiences, and knowledge to manage the complete lifecycle of electronic documents, from their
creation to archive and eventual deletion.
www.opentext.com
Tower Software (UK) Ltd
Tower House
Oaklands Park
Wokingham
Berkshire
RG41 4AL
Contact: Sandra Grinham, Business Development Executive
Email: [email protected] Tel: +44 (0) 1189 771212 Fax: +44 (0) 1189 795444
TOWER Software, a proven enterprise content management (ECM) provider, delivers electronic document and records
management (EDRM) solutions. TOWER Softwares award-winning solutions empower organisations to manage and secure their
vital information assets. The TRIM Context(r) solution is a single, integrated platform that manages business information throughout
its complete lifecycle. By relying on its proven domain expertise, strong strategic partnerships, and powerful solutions, TOWER
Software enables organisations to improve the accuracy of information on which business decisions are made; maximise efficiency
by finding business critical information more quickly and easily; and achieve and maintain standards compliance across industries,
resulting in sustained competitive advantage. TOWER Software is a privately held company with operations in North America,
Europe and Asia Pacific. For more information, email [email protected]
www.towersoft.com/emea
FileNet, an IBM Company
Waterside House
Cowley Business Park
High Street Cowley
Uxbridge UB8 2F
Contact: Amy Jones
Email: [email protected] Tel: +44 (0)1895 207 300 Fax: +44 (0)1895 207 365
FileNet, an IBM company, helps organizations make better decisions by managing content and processes that drive their business.
FileNets Enterprise Content Management (ECM) solutions allow customers to build and sustain competitive advantage by
managing content throughout their organizations and streamlining their business processes.
FileNet ECM solutions are designed to deliver a comprehensive set of capabilities that integrate with existing information systems
to provide cost-effective solutions that solve real-world business problems.
FileNet P8 offers the following product suites:
Business Process Manager Content Manager Email Manager Forms Manager Image Manager Records Manager
Team Collaboration Manager Web Site Manager.
www.filenet.com
Hyland Software
28500 Clemens Road
Westlake,
Ohio 44145
USA
Contact: Nicole Buehler
Email: [email protected] Tel: +1 440.788.5000 Fax: +1 440.788.5100
Hyland Software Inc. is one of the leading independent vendors in the enterprise content management (ECM) software market. The
company was founded in 1991 and has more than 600 employees located at its global headquarters in Westlake, Ohio, USA and
international offices in Sao Paulo, Brazil and London, England. Hyland and its international network of approximately 200 OnBase
Authorised Solution Providers serve in excess of 6,200 organisations in 33 countries. These organisations represent a wide range
of industries, including financial services, healthcare, manufacturing, education, retail, transportation and government. Hylands
high customer satisfaction is exhibited by its 97% maintenance renewal rate.
www.onbase.co.uk
OITUK Ltd
Hammond Close
Nuneaton
Warwickshire
CV11 6RY
Contact: Pauline Green
Email: [email protected] Tel: +44 (0)2476 254940 Fax: +44 (0)2476 382319
OITUK Ltd., specializes in providing C-Cube EDM & Workflow solutions that encompass imaging, electronic document and records
management, workflow, portal-based business applications and collaboration facilities.
Systems scale from small departmental applications to large enterprise-wide solutions. The C-Cube modules include Web Portal,
Electronic Forms, Content Searching, and Records Management, offering specialised solutions, for:
Legal Compliance Invoice Processing Health Records Management Local Authority Applications
Customer Service Centres Human Resource Management Information Portals
OITUK sees dialogue as the cornerstone of a successful project. As a team of talented programmers, developers and other IT
Specialists - OITUK staff have a wealth of experience and market knowledge.
www.oituk.com
Gold sponsor profiles
PTC
Innovation House
Harvest Crescent
Fleet
Hampshire
GU51 2QR
Contact: Darin Welfare, Regional Director
Email: [email protected] Tel: +44 (0)1252 817 600 Fax: +44 (0)1252 817 454
Quality Publications Drive Product Success - A key component of your ECM strategy
PTCs integral dynamic publishing solutions leverage industry-leading Arbortext & Windchill technologies helping you
eliminate waste, rework & redundant desktop publishing processes. Boost your ECM strategy by increased quality of
information; view the First Integral Dynamic Publishing Solution demo: www.ptc.com/go/aiimposter
www.ptc.com
The Content Group
Content House
St Jamess Place
Cranleigh
Surrey
GU6 8RP
Contact: Emily Thorpe, ECM Solutions Co-ordinator
Email: [email protected] Tel: +44 (0) 1483 275588 Fax: +44 (0) 1483 273855
The Content Group is the one stop source for the provision of integrated Enterprise Content Management (ECM)
Solutions that enable organisations to gain competitive advantage, improve operational efficiency, ensure compliance and
reduce risk.
By partnering with the market leading software providers, combined with unparalleled ECM expertise, The Content Group
delivers to organisations the most comprehensive end to end ECM Solutions.
www.thecontentgroup.co.uk
Nuxeo
82c Holland Road
Kensington
London
W14 8BN
Contact: Arnaud Lefevre, VP Sales & Marketing
Email: [email protected] Tel: +44 (0)207 043 7933
Nuxeo is the pioneer and leader in Open Source ECM. The companys Nuxeo 5 platform addresses the whole scope of
ECM and transforms content into a valuable asset by improving business process efficiency, leveraging teamwork and
collaboration and ensuring regulatory compliance. Nuxeo 5 is designed for extensibility, ease of configuration and
interoperability within an existing IT infrastructure.
www.nuxeo.com
Benefits of becoming ECM Practitioner, Specialist, and Master:
Position yourself to be tomorrows leader by enhancing your business and professional skills
Learn global best practices for planning and implementing ECM
Discover real world solutions and best practices for challenges you face
Learn from experts in the field who are able to answer your questions and address your comments
Who should attend:
Business Managers IT Managers / Technical Staff
Records Managers Information Architects
Regulatory Staff Implementation Teams
Solution Providers Consultants
Service Providers
Pricing
Pricing for the AIIM Enterprise Content Management Certificate Programme includes attendance (online
or in-person classes) for one individual, an ECM workbook, checklists and resource guide; and access to
supporting ECM web courses. AIIM Professional Members receive a discount on all courses and
programme rates. Visit www.aiim.org/training for details.
In-house courses can be arranged and can be cost effective where more than 7 people need to be
trained. Bulk purchase of on-line licences is also possible.
Why ECM?
ECM Strategic Workshop -
1-day executive awareness workshop
The Strategic workshop provides a clear overview and explanation of ECM and its key components in order
to set the scene for the detailed examination of important concepts and actual implementations. It provides
you the knowledge and tools to gain ownership and support from senior executives and users.
What is ECM?
ECM Practitioner -
14 online modules or 2-day training class
The ECM Practitioner Certificate Programme covers the information lifecycle and related concepts such as
electronic document management, collaboration, business process management, and electronic records
management.
How to Implement ECM
12 online modules or 2-day training class
The ECM Specialist Certificate Programme covers the implementation and related processes such as
analysing business requirements, developing a business case, and planning the implementation including
change management.
Putting it all Together
4-day training class
The ECM Master Certificate Programme comprises main elements from the above strategic workshop and
certificate programmes in addition to a case study exercise. The course provides complete coverage of
enterprise content management for professionals working in both the public and private sector.
Enroll in the programme today to get a deeper understanding of:
The AIIM Enterprise Content Management (ECM) Certificate Programme is designed from global
best practices among AIIMs 60,000 members. The programme covers the strategies, tools and
technologies used to capture, store, manage, preserve and deliver information in support of
business processes. This programme was developed in partnership with Cornwell Management
Consultants and The Oxford Group.
The ECM Practitioner, Specialist, and Master programmes lead to highly regarded AIIM designations.
This is a new AIIM standard for industry professionalism and knowledge. By earning these
designations, you can call yourself an AIIM ECM Practitioner, Specialist, and/or Master. You can use
the associated logo and title on your business card, email signature, web page, etc. The Strategic
Workshop does not lead to any AIIM designations.
AIIM Enterprise Content Management Certificate Programme
AIIM Education Advisory Group
AIIMs ECM Certificate programme is designed from identified trends and global best practices among our more than 50,000 members across the world. The content is defined and reviewed by our Education Advisory Groups in the
US and Europe, constructed of several member companies including:
@doc Adobe Booz Allen Hamilton Canon Cornwell Management Consultants CreditSuisseFirstBoston Docubase Doculabs EMC Documentum FBI FileNet Gartner Gimmal Group GlaxoSmithKline
Hummingbird Hyland Software JPMorgan Chase Kent State University Marion County Health Dept. NHS National Services Scotland Ricoh OpenText Ovum SAP Stellent The Cabinet Office of UK The National
Archives of UK TIAA-CREF Tower Software US District Courts PwC Xerox Global Services
Vi si t www. ai i m. or g/ t r ai ni ng f or det ai l s
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Become an AIIM Professional Member
and join the AIIM network
AIIM Professional Membership is designed for
individuals in user organisations whether in the
public or private sector.
Benefits include networking, educational
opportunities, advice, discounts, magazines and a
myriad of other resources that focus on enhancing
the knowledge of industry professionals.
Professional membership in AIIM will ensure that
you stay informed about technologies, provide
opportunities to build business relationships and
lay the foundation to advance your career.
Keep up to date
Keep in touch
Improve your professional status
Access to the AIIM ECM Toolkit
for further information visit:
www.aiim.org.uk
Pr of essi onal Member shi p
AIIM - the global enterprise content management association
AIIM (The Association for
Information and Image
Management) represents your
industry on a global basis as
the independent voice of the
Enterprise Content
Management Industry.
The benefits of being an AIIM
Professional Member include:
Free Bi-monthly
E-DOC Magazine
Members Forum
Best Practice Guides
ECM Library
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