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12/8/2015 Copyright © J. Kevin Parker 1
4 Steps to Better Capture
J. Kevin Parker, CIP
12/8/2015 Copyright © J. Kevin Parker 2
J. Kevin Parker, CIP
www.JKevinParker.com
About Me
12/8/2015 Copyright © J. Kevin Parker 3
4 Steps to Better Capture
1. Begin with the end in mind2. Do capture better in the first
place3. Recover quickly4. Practice continuous
improvement
12/8/2015 Copyright © J. Kevin Parker 4
Information Lifecycle(one way of looking at it…)
Created Captured
Indexed
Stored & Managed
Dispositioned
Processed & Routed Published
Transferred Destroyed
12/8/2015 Copyright © J. Kevin Parker 5
Where Does All This Information Come From?
Captured DocumentsPaper
Email + Attachments
Scanned PDFs
“Born Digital” PDFs
Office Documents
Structured Data (e.g.,
XML)
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People, Process, Information, Technology
Enterprise
People Process Information Technology
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Begin with the End in Mind:Strategy, Architecture, and Governance• What is the end purpose of the information?
– Input for a process?– Evidence for adjudication?– Historical records?
• Where should it end up?– BPM system?– CRM system?– Payment processing system?– Records center?
• How should it look when it gets there?– Structured data (e.g., XML)?– PDF document?– Images? TIFFs?– A document set?
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Begin with the End in Mind:Strategy, Architecture, and Governance• How should it get there?
– Automatic routing?– Manual upload?– Physical media?
• What metadata does it need for proper indexing, findability, routing, and processing?
• How should copies be governed?– Once captured, what should happen to the paper
copy?– During transit, what happens to copies on various
media?
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Information Strategy, Architecture, and Governance
“The solution to your business information problems are things technology vendors cannot
sell you in a box or digital download.”
“Your information strategy, architecture, and governance provide the comprehensive set of
business requirements that should define your IT solutions.”
Source: “No, Technology Can’t Solve Your Information Problems”by J. Kevin Parker
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Align Efforts for Improvement
Improvement
CRM
BPMEIM
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Centralized vs. Distributed Capture
Centralized Capture Distributed CaptureTechnology Specialized scanners
Specialized softwareConsumer desktop scannersMultifunction Printers (MFPs)Handheld scannersMobile device cameras
Skills Expert scanning staff Staff with various skill levels
Benefits Higher skillEquipment efficiencyProcessing speed
Capture from more sourcesCapture earlier in processCan be less expensive
Challenges Can be expensiveCan slow some processes
Less control over qualityMore variations in technology
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What Can Go Wrong with Capture?
Variations in forms and
formats
Variations in business
processes
Variations in equipment and
software
Poor quality documents
Poor quality preparation
Poor quality scanning
Issues with indexing
Issues with storage and
transfer
Issues with verification and quality control
Next, we look at how to solve these issues…
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Reduce Variations
• Forms and formats– Reduce variations in individual forms– Standardize document formats
• Business processes– Clearly define and map business processes– Limit changes in business processes
• Equipment and software– Use standardized scanning devices– Use standardized software
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Improve Quality
• Original Documents– Use crisp, high-contrast originals– Ensure clear text and marks
• Document Preparation– Batch by similar sizes, colors, indexing requirements– Unfold and remove staples– Ensure proper orientation and order
• Document Scanning– Use a standard DPI (e.g., 300 DPI)– Choose the best color option (Bi-tonal, Grayscale, Color)– Create better images
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Avoid Issues
• Indexing– Capture metadata from context when possible– Leverage auto-classification tools– Consider double-key metadata entry
• Storage and transfer– Send directly to the right repository– Send exceptions to a queue– Avoid transferring via physical media where possible
• Verification and quality control– Use imprinting/endorsing (Bates stamping)– Perform scanning verification and image quality checks– Perform text searches to verify OCR results
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Capture as Early as Possible in a Process
Step A Step B Step C Step D
Capture here? Capture here?
Capture here? Capture here?
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Provide Targeted Guidance
• Specialized Scanning Staff– SOPs– Quick Reference
• Branch Office Staff– Quick Reference– In-Line Help
• Others Who Capture– Quick Reference– In-Line Help
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Leverage the Right Tools for the Job
• Scanning equipment– Document feeders– Duplex scanning– Simultaneous color and b/w scanning– Imprinting/endorsing
• Scanning software• Recognition software
– OCR, ICR, OMR, MICR– 1-D and 2-D barcodes
• Auto-classification and indexing software– Database lookups– Zonal recognition– Drag-and-drop indexing
• Workflow and routing software
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Quality Assurance: 100% vs. Statistical Sampling
100% QA
50% QA
25% QA
10% QA
5% QA
As accuracy, reliability, and confidence increase, the percentage of scans that need to be quality checked can and should go down.
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Recover Quickly
• When there are exceptions:– Identify and group these together for manual
resolution– Look for ways to eliminate exceptions in the future
• When there are errors:– Identify errors and route back to the person or part of
the process responsible– Look for ways to avoid the same errors in the future
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Leverage Plan > Do > Check > Act
Plan
DoCheck
Act
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Leverage Lean Six Sigma
• Establish Critical Success Factors (CSFs)• Establish Key Performance Indicators (KPIs)Define
• Assess the current state• Identify opportunities for streamliningMeasure
• Identify root causes of bottlenecks and quality issues• Identify exceptionsAnalyze
• Plan improvements• Implement improvementsImprove
• Monitor the process using KPIs• Verify quality and eliminate mistakesControl
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Practice Continuous Improvement
Improvement Iteration
0%
20%
40%
60%
80%
100%
ErrorsQuality
Improvement Iteration
Improvement Iteration
12/8/2015 Copyright © J. Kevin Parker 24
Summary: 4 Steps to Better Capture1. Begin with the end in mind
– Define strategy– Design architecture– Plan governance
2. Do capture better in the first place– Reduce variations– Improve quality– Avoid issues– Capture as early as possible– Provide targeted guidance– Leverage the right tools for the job
3. Recover quickly– Handle and reduce exceptions– Recover from and reduce errors
4. Practice continuous improvement– Plan à Do à Check à Act– Lean Six Sigma
12/8/2015 Copyright © J. Kevin Parker 25
J. Kevin Parker, CIPConnect with me:
www.linkedin.com/in/jkevinparkertwitter.com/JKevinParkerwww.JKevinParker.com