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Why Are Change Management and Metrics Such Crucial Aspects to Your Overall
Deployment Strategy.
October 1st, 2015
Jim SibenallerIT DirectorLoyola University [email protected]
JimSibenaller
30 Years of IT Experience
Manufacturing, Finance & Higher Ed
25 Years of Project
Management Experience
20 Years ofDirector Level
Experience
15 Years ofECM
Experience(Has Ownership of the
ECM Program)
Director Business & Enterprise Services
IT Services/ Governance & Administrative
ERP
About the Speaker
MINUTES TO ANSWER…
ContextProgram SetupManaging ChangeMetrics GatheringExperienced ResultsWrap Up
Why are change management and metrics such crucial aspects to your overall deployment strategy?
Fast Facts:• 16,000 students• 4000 faculty and staff• 14‐to‐1 student/faculty ratio• 71 undergrad majors and 71 minors• 80 majors & 80 minors• 5 Chicago & 3 International Campuses
Enterprise ECM DeploymentsSince 2008, Loyola University Chicago has deployed 124 iterations of ECM technology.
55Departments Live[ ][ ]Documents
4.6MDocs in
the system
1500DocumentTypes
Workflow
Tip:Implement basic
workflow to start and add advanced features
based on readiness.
Savings in Enrollment:2500+ man‐hours a year in
scanning and indexing.
Documents available days earlier.3
Demand Growing Across Campus
1450 Users & Growing
Transcript Tracking w/WorkflowWorkflow has reduced the amount
of time required to exchange images (documents) between departments
at different campuses.
University Business Spring 2013Models ofEfficiency AwardAccounts Payable.
AIIM’sCarl E. Nelson Best Practices Award2012
Integrating ECM with your SIS & LOB apps.
Single click document access makes info
available in seconds rather than minutes.
Workflow Enhancement
Action: Productivity reporting no longer a manual process.
Impact: Elimination of manual “tick” reporting.
124 Live
13Waiting
7Prioritized
76% Process Improvement –reduces admin
time and improves the student experience (or 4.0 FTE saved annually).
6 Active
42 Scanning “Sources”
65 Fujitsu Scanners.
Staff 2 dedicated staff (technicians) Part time project managers 3 staff members with AIIM
certifications
ECM Functionality @ LUC
5
Scanning Indexing Barcode processing Search/Retrieve, incl. full text search Workflows/BPM (60+) Security settings to control printing Importers (Email, Index, Object Importers) Send To/Print To ERP Integration using APIs (indexing/retrieval) Eforms Back-Scanning/Data Conversions Records Management (new active project)
How did we get there?
1. Chose flexible and scalable ECM software that fit our needs and existing environment
2. Deployed an effective change management plan
3. We measured our actions & communicated results
4. Not afraid of adjusting our process
Why DocFinity?• Functional requirements• Workflow engine• Integration abilities• Technology partners• Costs/ROI• Understand “business”• Product direction/roadmap• Training• Support• Services• People• Fit
7www.docfinity.com
Program Approach
How do you organize your ECM program for success?• Executive Level Support/Sponsorship• Identify & create partnerships
– Established DocFinity Advisory Panel• Multi year delivery plan
– Program governance• Clear goals• Focused communication
– Iterative roll-outs• Crawl, Walk, Run
– Identify some quick wins– Not 1 size fits all– Measure results
8
Project Kickoff – Engage!Engage the client with a kickoff discussion.
• What we cover ECM 101 Readiness Scope Roles Communication Process
• Delivery approach is custom for each client
trust
9
Managing ChangeHow do you deliver the correct functionality?
• Need to assess these items− What do they want?− What do they need?− What are they ready for?
• Ultimate Question…− How “ECM literate”
are your customers?
10
ECM ReadinessBased on Dept. Readiness & Skills
Level 1 – Basic Document Retrieval ‐ Basic image retrieval using queries, simple search.
Level 2 – Basic Document Capture ‐ Scanning documents with local scanner, manual indexing.
Level 3 – Intermediate Capture & Indexing – Indexing images using business system screen scrapes/integration. Retrieving images through “hot key”.
Level 4 ‐ Intermediate Tools & Features ‐ Bar code recognition. Using Send To/Print To to capture electronic files. Using basic workflows.
Level 5 ‐Advanced Tools & Features – Using Full Text Search, “Scan First”, Importers, eForms Processing, Mobile.
Level 6 ‐ Advanced Processing – Advanced workflow processes, Records Management, Dashboard.
11
METRICS
Metrics & Results Gathering• Measure what users want to measure
– Use information they already have– Identify 3-5 items to focus on– Have a discussion
• Quantify where possible– Seek common units
• “Hard” Metrics are great– Accept soft measurements
• Align back to your needs/goals• Keep measurements simple• “Be nimble” – Don’t be afraid to change
your metrics gathering approach• Walk softly – Metrics can be scary!
13
Metrics - Hard
14
LUC ResultsProcess Impact76% average process improvement on key metrics
Efficiency7800+ hours of annual effort savings (4.0 FTE equivalent)
Costs$47,000+ of annual cost reductions(operational costs only)
15
Metrics - Soft• Less printing, less paper, less ink/toner• Reduction in storage/more available space• System is easier to use• Improved document quality• More secure• Faster document retrieval times• Reduced routing of paper• Common language• Documents available sooner in the process
These types of metrics are easier to gather!
16
Metrics - SoftSoft metrics are tied back to 8 primary needs for ECM
Intra OfficeProcess improvements & efficienciesEnhanced management of records/paperworkIncreased records security & protectionReduction in physical storage space requirements
Inter OfficeImproved information collaboration & sharing Common language & transferable skills
Broader Institutional ImpactAnnual operational savingsSupport Green Initiatives
17
Business Impact Samples• Process Efficiency – Enrollment Ops
Action: Improved document scanning & workflow processes. Savings of over 1000 hours annually during the scanning process.
Impact: Documents are available 3 days earlier in the process for administrative review of student applications and financial aid packaging.
• Improved Security – HR & School Offices Action: Utilizing the enhanced document security features to control document access.
Create work flow notifications for end document user. Impact: Reduces security risks with multiple paper copies containing PII and restricts
access to appropriate audiences. Eliminates inter-campus mail for document sharing.• Advanced Functionality – Enterprise
Action: Productivity reporting no longer a manual process. Impact: Elimination of manual “tick” reporting.
• Faster Retrieval – Enterprise Action: Single click document access and integration with LOCUS
makes scanned documents available in seconds rather than minutes. Impact: 92% process improvement reduces administration time and
allows more time to service students.18
Business Impact Samples• Process Efficiency – Financial Aid
Action: Improved document scanning, indexing & workflow processes. Savings of almost 2000 hours annually during the scanning and document handling processes.
Impact: Documents are available earlier in the process for administrative review and for earlier student appointments.
• Improved Data Integrity – Enterprise Action: Control of data accuracy through workflow processing & LOCUS integration
and index/data validation. Impact: Reduction in error corrections.
• Enhanced Data Sharing – Registration & Records Action: Transcript tracking workflow has reduced the amount of time required to
exchange images (documents) between departments at different campuses Impact: Quicker response times for transcript processing/updates.
• Process Efficiency – A/P Action: Advanced workflow implementation. Impact: Invoice processing delays reduced by 70%. Cut check release time
to 5 days, a 60% reduction. Reduced aged accruals from $500K to $25K.19
Takeaways!Customer Readiness & Change
Engage & build trust Go at the user’s pace Give them what they can
easily consume Define clear objectives
Metrics and Results Measure “simple”
Soft measurements are ok Be constantly willing to adjust
Failure Ok to make mistakes
Be humble – learn from them
Communication Be relentless
Communicate often20
