1. Product Marketing Manager
November 11, 2010
Rev 2.0 01102010
An Outlook to the Future of ECM
Enabled Business Process
Alison Clarke
Copyright © Open Text Corporation. All rights reserved.
Product Marketing Manager
Alex Martinez

2. What can I take away?
1. Where do I find opportunities for content
centric business process?
2. Taking a Case Management based approach -
how does that differ from BPM?
3. Where do the worlds of Case & Transaction
intersect? Customer stories.
4. Emerging trends, how do you ensure you’re
prepared?
2

3. What are the top drivers for ECM in most
organizations by a factor of 2:1 over compliance?
Improving efficiency
and
optimizing business processes
3 years ago they were equal
3
AIIM State of the ECM Industry 2010

4. How do we maintain a competitive edge?
4

5. How do we remain relevant?

6. 6
What’s the impact of ineffective business
process management your business?

8. What tools do you provide to ensure
they deliver superior service
to ensure not only satisfaction but to
encourage loyalty?
8

9. Knowledge is a significant asset to
your organization.
How do you ensure you retain it’s value?
9

10. Do you provide an
environment that
fosters
innovation?
1010

11. Are you risking
processes that are integral to
your success with paper?
Do your people go off the
grid to solve the problems
they are responsible for?
11

12. Finding the information to make
decisions can be time consuming.
Are even your most competent
people struggling to be effective?
12

13. “In the attention economy, every decision
is a business investment”
—James Kobielus, Forrester
13

14. 14

15. 15

16. Process takes on many shapes and forms.
Some processes are highly predictable…
16

17. Other processes, not so much…

18. Knowledge Worker
Three Patterns of Information Work
18
Structured Task Worker
Data Entry Worker

19. How do you support
unpredictable,
complex or
collaborative
process?
19

20. Source: “Enterprise Apps Customers Have Issues” Forrester report
Can’t these problems be solved with BPMS?

21. 21
The defining Characteristic?
We have a goal…
We have a plan…
But we can’t predict what we’ll encounter
on the way… until it happens…

22. “A highly structured but
collaborative, dynamic, and
information-intensive
process driven by outside
events requiring incremental
and progressive responses
from the business domain
handling the case.”
— Connie Moore, Forrester
What is Case Management?
22

23. BPM Case
Process
Orientation
Predictable, repeatable,
structured processes –
design first execute
later
Dynamic, unstructured, ad
hoc processes, Design by
Doing
Process
Design
Business process
analyst, top down
Business user, bottom up,
templates
Value Automation &
elimination of repetitive
tasks, throughput
Knowledge sharing,
problem solving, improved
outcomes
Duration Short term Long running, multiple sub
processes
Progression Sequential, task driven Milestones, goal driven
Decision
Making
Human to System, data
oriented
Human to Human,
collaborative

24. A dynamic collection of all the
People
Content
Data
Collaboration
Reporting
History
Events
Policies
Rules
Analytics
and process needed... to manage the case
from start to finish

25. Investigation
(criminal, internal)
Chronic
Disease
Management
Audit/ExamContracts Facilities &
Equipment
Management
Human Resources
(Disciplinary, Performance,
Benefits)
Inquiry, Service
Request, Complaint
Claims
Processing
Projects
(M&A,
expansion)
Applications, Registries
& Permits
Wealth
Management
Health &
Human
Services
25
Some Examples

26. Challenges
 Cost of paper-based storage
 Manual process further slowed by
international requirements
 Increased compliance mandates
Business Value
 Centralized BPM and ECM drives
efficiency and company growth
 Automated & optimized processes for
efficiency, quality
 Seamless integration with SAP
 Legacy system decommissioning
 Elimination of paper-based content
management
 Supports rapid growth initiatives
Solution
 Open Text Content Server, Archiving, Case
Management, SAP Accounts Payable
Industry: Retail
Supporting Retail Expansion at Deichmann
26
Use Case
 Project Management, retail expansion
Success Story

27. Patent Management at Fraunhofer-Gesellschaft
27
Challenges
 Costs of paper archive
 Time-consuming processes due to
decentralized structure
 Increasing number of inventions per year
Solution
 Open Text Case Management
Use Case
 Electronic Patent Management
Business Value
 Real-time search for documents and files
throughout the company
 Cost reduction of paper archive
 Increased transparency
 Higher process productivity
Success Story

28. BACKGROUND
Wayne County Facts
3200 Employees
Est. population of 2 Million
2 + Billion budget
CHALLENGE
 Paper Based Processes
 No transparency & no accountability
 Reduce cost due to budget shortfalls
SOLUTION
 Online Service Request System
 With integration to JD Edwards
 Process Automation beginning with
Department of IT
BENEFITS
 Reduced manual and paper based
processes
 Online system accessible by all authorized
personnel
 Applicant track status of service request
 Reporting and search capabilities
Wayne County SRS
28

30. Case Management Next Generation
 Crystal ball

31. Adaptable

32. Flexible

33. Social

34. Repeatable
34

35. Integrated
35

36. Analytical

37. Questions
Is content central to my processes?
Are they optimized?
Could ECM enabled process solve the problems?

38. Contact Us
Alison Clarke
Product Marketing Manager
aclarke@opentext.com
Phone: +1 519 888 7111 x 2604
Slide 38
Alex Martinez
Manager, Product Marketing
amartine@opentext.com
Phone: +1 519 888 7111 x 2949

39. Click to visit the Open Text ECM Suite 2010 Site
and discover how to Do More With Your Content.