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The 2nd Building Block of Enterprise Content Management

Mar 28, 2016 9:29:46 AM / by

Optimizing Your Business Processes

process-1.jpgIn a previous blog post, we discussed the six building blocks of Enterprise Content Management (ECM) and, specifically, the concept of capture. Capture focuses on importing information and data into an ECM system. Once the information is imported into the system, we can begin to process business workflows. Process is the second building block of ECM.

An ideal ECM solution should include the automation of business processes. By optimizing business processes, you are driving efficiency in your organization by eliminating wasted time and effort. An ECM solution can be used to manage structured processes, unstructured information and case management. Below, we briefly discuss each of these three topics and how they relate to process.

Structured Processes

Structured processes are predictable, repeatable business processes that can be automated. These processes have standardized outcomes and can include routing documents to the correct person, electronically revising and signing documents or the generation and distribution of documents. Typically, structured processes have many repeated steps that can be automated based on logical decisions.

Example – accounts payable, accounts receivable, employee hiring process, document authorization and approval.

Unstructured Information

In the instance of unstructured information, it is important to capture and manage ALL information related to a business process, not just the associated documents. When exceptions occur in your standardized business processes, the information generated must be captured. A few examples of unstructured information include notes, reasoning for decisions, correspondence, collaboration, scheduled tasks and reminders. All of this information is critical to a business process.

Example – exceptions to the standard process, ancillary notes or approvals for a document, email authorizations.

Case Management

Case management is neither predictable nor standardized. This type of process relies on the knowledge, experience and discretion of qualified people to determine the next step in the process. In the scenario of case management, it is vital to have all case-related information such as records, documents, forms, background, history, communications, updates, insights, tasks, notes, observations, data, emails and events in one place to instantly empower your employees with knowledge.

Example – customer service client file

In order to have a successful ECM solution, it is important to gather and manage this information in one application such as OnBase by Hyland. If your business processes and the associated information are not managed well, the information will be spread throughout your organization in various forms causing inefficiencies and wasted time. Of course, we recommend optimization and efficiency!step2-process.jpg

If you are interested in learning more about how to improve your business processes, contact us for more information.



Topics: Enterprise Content Management, electronic content management, process

Andrew Otterson

Written by Andrew Otterson

Currently an ECM Solutions Architect with Phillips Office Solutions of Middletown, PA. A 10 year veteran of the office equipment and solutions industry with a keen focus for process improvement, analysis and an inclination for the details. A native Pittsburgher, husband, father of two, soccer enthusiast and outdoorsman

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