ECM - implementation roadmap, risks, governance & lessons from the trenches

1. Enterprise Content Management (ECM) System ECM - implementation roadmap, risks & lessons from the trenches Anand Subramaniam

4. ECM – Goals & Challenges

5. ECM – Program Goals Governance Structure Defined roles and responsibilities, and management structure. Compliance (control all content) Standard Taxonomy Common approach to information Std for creation of document, content policies, procedures, and guidelines (connect all people to all information) Standard Framework Cost Savings via standard service/ support delivery model to roll out for multiple, replicable ECM applications (one platform for all applications)

6. ECM – Implementation Challenges Requirement scope, risks, prototype, change Mngt Data migration – old to new Extensive customi-sation ECM - vendors, functionality, benefits, cost Training – authors, editors, users Governance & workflow management Interface / integration with other systems Complexity – from select, design to implement Challenges

7. ECM – Roadmap

9. ECM – Phase 1 ~ 6 (High Level Activities)

10. Phase 1 – Planning (High Level Activities)

11. ECM – Goal Alignment Business / Strategy Goals } Aligned Understand the impact of ECM on the organisation Appropriate governance structures in place Identify measures of success Stakeholder Goals

12. Org Strategy & Project Portfolio Ongoing Re-calibration Core Operating Processes (Prioritisation, Governance, Monitoring, Resources) Project Approvals, Completions & Cancelations Work Output & Performance Trends Continuous Improvement Recommendation Net Value Contribution Optimal Resource / $$ Utilisation Balance Risk Vs. Value Focus on Value Regulatory Compliance Changing Priorities Project Changes Corporate Strategy Align Plan Execute Measure

13. Link - ECM & Project Portfolio ECM Project Selection & Project Portfolio Management Budget & Cash Flow Project Control & Performance Strategic & Tactical Plans Resource Availability Manage Risk Business Performance Demand (Internal Projects) Opportunity Management Scope Change / Cost Control Resource Allocation

14. ECM - Planning Process Business Strategy ECM – Planning Process Prepare Management Commitment Sponsorship Align with Strategic Goals Team Organisation Business Case Current Process – As~Is Review Current Process Review Key Performance Data Identify Process Customers & their Needs Future Process To~Be Vision, Scope Targets for Future Process Benchmark Best practice Identify value & non value add activities Technical Change Assess Technical Implication of Process Improvement Change Requirements Design, build, test, re-test, train, approve & deploy Human Change Assess Competency / Capabilities Human Implication of Change Requirements Design, build, test, re-test, train, approve & deploy Evaluate Overall To~Be Process rollout plan Risk / Issue Resolution Evaluation / Integration of People, Process & Systems Re-evaluate Review Process ownership Stakeholder feedback Monitor & Adjust Process Conduct Continuous Training & Support

15. ECM - Stakeholder Management Stakeholder Analysis and Mapping Identify key stakeholders Define stakeholders concerns & issues Assess their level of commitment and resistance Com. Strategy and Planning Review methods to inform different groups including timing / frequency Use the communication plan and create continuous dialog with all stakeholders Obtain feedback and involvement Engagement Strategies and Techniques Techniques to involve the stakeholders in the design and implementation Continuous Assessment and Follow-up Clarification of roles and responsibilities for stakeholder management Validate & evaluate communication processes

16. ECM - Risk Exposure Scope Management Vision & Strategy Success Criteria Benefit Realisation Management Project / Change Management Stakeholder Management Issue Management Risk Exposure Role / Responsibility

17. Phase 1 –Requirements (High Level Activities)

20. ECM - Requirement Analysis Content Mngt Process (Decentralise / Centralise) Company Size (Small ~ Enterprise level) Incremental Scope (High level ~ Detailed level require-ments) Publishing Channels (Course ~ Finer granularity) Metrics (Financial & Non Financial) Project Mngt Maturity (Adhoc ~ Optimised) Media Types (Website ~ Digital Media) Building Blocks (Content Variation low ~ high) Initial Requirement Analysis

21. ECM – Requirements Process Step 1 Business case developed and approved (ROI, Scope, Goals, CSF& linked to firm’s strategy) Step 5 Determined all (non) functional requirements, performance, capacity etc Step 2 Inter-disciplinary team formed along with Top Management Step 6 Gap analysis performed & requirements documented (proof of concept) Step 3 Researched firms that have deployed ECM along with work flow processes Step 7 Evaluate and select ECM (benefit, functionality checklist prepared) Step 4 Developed -use case diagrams, scenarios, work flows, interface, data conversion

22. ECM - Audit / Governance Content needs change over time & IP lost Features takes precedence over core content Want-based versus need-based Internal stakeholders take precedence over external customers Design takes precedence over content usability Customsing - navigation, content placement etc confuses users Marketing takes precedence over providing needed infor Customising leads to redundant content Audit / Governance

23. ECM - Program Governance ECM - Steering Committee ECM – Program Team Business Lead Business Lead Business Lead Business Unit Business Unit Business Unit

24. ECM - Project Screening Process ECM Proposal / Idea Research / Data Collection Evaluate Project by Criteria / Scoring Models Evaluate Business Case / Proposal & Risk Assign Priority, Resources, Project Manager & Evaluate ECM Progress Review Strategic Fit / ROI / Payback / Risk Cancel Project Assessment of Priorities Hold / Reject Project Accept Reject Request for more information

25. ECM - Benefit Realisation Key Measurement Criteria Benefit Ownership Benefit Key Success Criteria Communication Plan ECM Business Case ECM Benefits Delivered Progress Monitoring Benefits Identified Responsibility Matrix Benefit Delivery Execution Project Management Office Risk Management

26. Phase 2 – Sourcing / Contract Mngt (High Level Activities)

27. ECM - Software / Vendor Analysis Solutions Overview Diagnostic tool List of key vendors Requirements template and guidance Discussion paper Experiences with ECM Output - Deliverables Input - Questions Addressed Stakeholder buy in - Increase awareness & understanding What ECM types are available ? What & why on solution fit? What lessons from (dis) similar firm? What & why to capture? Who are leaders / visionaries? Specific Solution highlights, why?

29. Phase 2 – Source/Contract Mngt Vendor Scoring, Evaluation and Selection Contract Management Contract Closure Plan Tender Process Review Vendor Response Vendor Product Demo

30. Vendor’s Risk FFP CPFF Vendor’s Risk HIGH LOW LEGEND FFP FIRM FIXED PRICE CPFF COST PLUS FIXED FEE

31. Phase 3 – Design (High Level Activities)

32. Content Lifecycle Workflow Dispose Storage Store Publish Archive Authoring Create Review

33. Process Mapping Information Required Responsibility Key responsibilities of the process area Output Key deliverables of each activity - products and services Input methods, materials, manpower, information, equipment etc Activities Key Activities of the process area Measures Key performance indicators Volumes Key volumes related to an activity Customers Recipients of each activity output Suppliers Suppliers of each activity input

34. ECM - As-Is ~ To-Be Process Continuous Improvement Identify Best Practices As~Is Analyse & Evaluate To~Be Implement Business Process Reengineer Business Process Improvement ECM Project Approach

35. ECM - As~Is Process Design Select a specific Process Scope, Plan & Schedule Resources Select Technique Individual Interviews Focus Group Mapping Document As~Is Process & Improvement Opportunities Analyse, Evaluate & Sign-off

36. ECM - To~Be Process Design Implementation and Change Management Improvement Opportunities from As~Is Process Design Visioning Workshops Senior Management Vision Best Practice, Benchmarks, Performance, Goals Visioning Workshops

37. Align Change with ECM Program Define Requirements & Build Plan Build Awareness & Desire Develop Understanding Knowledge & Ability Create Acceptance & Reinforcement Take Ownership Change Management Practices Identify Requirements Design Solution Build Solution Test / Pilot Implement Transition to Business Project Management Practices Stakeholder Engagement Communication Resistance Management Leadership Plan Project

38. Phase 4 – Build & Test (High Level Activities)

39. ECM – Build Capture Manage Store Preserve Deliver Content Authoring Template Authoring Categorise Output Template Search & Retrieve Component re-purposing Full-text indexing Format Check-in / Check out Search & Retrieve Multi-channel re-purposing Version Control Workflow Import / Export Multi-language User Profile Personali-sation Audit Trail Document Replicate Access Control Workflows Navigate / Browse Personali-sation Usage Reports User Log-in Subscription service

40. ECM –Testing Process Determine Test Strategy Obtain Test Resources Develop Test Plans Develop Test Cases/ Procedures Setup Test Environment Execute Test Obtain Test Resources Track, Resolve Issues / Risks Execute, Retest, Regression Sign-off & Assist with On-going Test Activities

41. ECM - Testing Types Testing Types Customise, Conversion, Interfaces, Reports Workflows Stress / Volume Integra-tion Regression Unit User Acceptance Perfor-mance Functional Security

42. ECM - Test / QA Process Requirements and Project Scope Establish Project Standards / QA Method Test Planning Test Case Development Quality Assurance Testing User Acceptance Testing System Validation Lessons Learned / Continuous Improvement

43. ECM - Test, QA & Sign-off QA Reviews QA Reviews QA Reviews Requirements Plan Test Create Test Execute Test Execute Re-test Report Status Resolve Errors Identify Errors

44. Phase 5 – Transition / Deploy (High Level Activities)

45. ECM – Integration Integration Framework Process Automation Application Services Web Services - SOA IT Services Portal Data Integration Publishing Content Management Personalisation XML Security Messaging Fault Tolerance Load Balancing Integration [EAI] Audience Employee Supplier Customer Executive IT Admin Applications Foundation Services Application Server Middleware Foundation Layers OS / Database Platform Hardware & Network Services Collaboration Financial Apps Staffing CRM Apps SCM Apps HRMS Apps

46. ECM – Outcome ECM Application Framework ECM Managed Elements Web Assets Industry Widgets Web Content & Feeds Mashup Hub Included Elements Personal / Departmental Content Databases, ERP/ CRM Systems of Record ERP/ CRM Data Sources Work List Inbox Doc Viewer Form Viewer Metrics Reports Info Server

47. ECM - User Satisfaction User Satisfaction Generation of alternative candidate projects Quality audit Quality assurance Scope of work Concept development Proto-typing Budgeting and earned-value planning Scheduling Front-end customer process analysis Project Metrics

48. Phase 6 – Post Implementation (High Level Activities)

49. ECM – Evaluate Implementation Continuous improve-ment Corporate perform-ance Project success Customer service Staff moral, retention & satisfaction Policy, objectives, procedures, standards Corporate image Customer satisfaction ECM Evaluation

50. ECM - QA Review on… Schedule Variance Resource Management Variance Total ECM Project Life Cycle Cost Budget Variance Business Functional Delivery Variance ECM Business Case

51. ECM - Benefits Realised Program Level Savings / Benefit Realised Return on Investment (ROI) Function / Business Unit Level Improved Efficiency / Effectiveness Timely Decisions Information Management Level Improved Information Asset Use Lowered Operating Cost

52. ECM – Phase 1 ~ 6 (Detailed Activities & References)

53. Phase 1 – Planning & Requirements (Detailed Activities & References)

60. Phase 2 – Sourcing / Contract Mngt (Detailed Activities & References)

65. Phase 3 – Design (Detailed Activities & References)

69. Phase 4 – Build & Test (Detailed Activities & References)

74. Phase 5 – Transition / Deploy (Detailed Activities & References)

77. Phase 6 – Post Implement (Detailed Activities & References)

80. ECM – Lessons Learned

81. Remember… Let your content, not the technology, drive your decisions Involve stakeholders early in the process & get buy-in There is no one best solution Set realistic expectation, ECM impact assessment on the entire organisation Talk to current users, survey the field Consider that the launch of a ECM is the beginning, not the end Configure your workflow around your needs, not the needs of the ECM Baseline existing environment & building a site is not a one-time deal