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Organic Enterprise Content Management

Organic Enterprise Content Management. The Sure Way to Grow a Winner Crescendo Session U303. Mark Heindselman, Manager Knowledge Network & Information Services Emerson Process Management, Fisher Valve Division. January 30, 2006.

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Organic Enterprise Content Management

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  1. OrganicEnterprise Content Management The Sure Way to Grow a WinnerCrescendo Session U303 Mark Heindselman, Manager Knowledge Network & Information Services Emerson Process Management, Fisher Valve Division January 30, 2006

  2. OrganicEnterprise Content Management @ Emerson Process Management The Sure Way To Grow a Winner !

  3. What We’ll Try to Cover • A Brief Introduction to Who Emerson Process Management Is • A New Perspective and Barriers to Information Management • What do I Mean by OrganicEnterpriseContent Management • Six Examples of Organic Enterprise Content Management @ Emerson Process Management • Global Engineering Document Management • Sales & Marketing Intranet & Secure Extranet (SAMI) • Global Customer Product Certifications • Internal, External and Secure Product Information • Global Collaboration for Product Design – GX Control Valve • Group wide QBR’s – Quantified Business Results • What’s the Value of the Organic Process

  4. Who isEmerson Process Management • Is one of the 8 major brands within Emerson Electric - EMR • 14 major divisions • Major product lines serving the process industries: Analytical & Measurement Instrumentation, Control Valves, Process Control & Management Systems, and Maintenance & Optimization Software • Global sales of $4.2B in 2005

  5. Who is Fisher Controls • The leading control valve company in the world • Over $790M in sales • 4900 employees and 250 sales offices • 12 manufacturing plants • Products: control valves, actuators, and digital valve controllers to the power, oil & gas, petrochemical, chemical, pulp & paper, food and pharmaceutical industries. • Acquired by Emerson in 1992

  6. Transcend Software Inc.Our content management implementation partner • Transcend Software, Inc. - the technology division of Midland Information Resources • A Stellent VAR & Systems Integrator • Have been with Stellent 6+ years • Helped Stellent establish theirchannel partner program • 2002 Stellent Outstanding Leadership Award • Fisher’s Content Management Implementation Partner since 2001

  7. The Information in our Organizationsfrom Gartner Group • 80% of information is unstructured • 42% of transactions are still paper based • 79% of companies have 2+ repositories • 25% have 15+ repositories • 30% of peoples time is spent searching for relevant information

  8. A New Perspective On Information Managementby Barry Murray at Forrester Research July 12, 2005 • Enterprises' Return On Information Is Low • Data Sprawl Creates Headaches For IT • An Abundance Of Content Creates Productivity Barriers For Information Workers

  9. Barriers to Information ManagementFrom:European Management Review V23 N3 by Evgeniou & Cartwright Behavioral Information Management Organizational Process

  10. Enterprise Content Management Should • Help Us Get Past Those Barriers • But Instead sometimes our approach to ECM takes us Head First Into the Barriers Behavioral Process Organizational

  11. Top Down Enterprise Content Management • Over arching IT Architecture • Which results in a Vision on How to Handle / Manage Unstructured Information • Which Usually Includes some if not all of these - Portal, Single Sign On, Content Management, Collaboration, Search • Which results in a Strategy for Content Management • Which results in a Technology Direction & Implementation Strategy • Which identifies or results in a pilot implementation to solve a business need • In each step there is a team or committee which creates that step of the process and gets it reviewed by a management group above them • This process can bring about synergy but at the cost of time, speed, and momentum and put us Head First Into the Information Management Barriers

  12. Maybe your Management Process is a bit Like Ours – Herding Cats

  13. What Do I mean by Organic ECM • Relating to or derived from living organisms; - from nature or natural • Solving specific business needs and applications – usually at the work group or department level – user driven • Then leveraging the solutions that bring value over and over again across the broader enterprise • While leveraging those solutions weaving a vision / strategy toward enterprise implementation • Tactical implementation that drives strategic direction

  14. What Do I mean by OrganicEnterprise Content Management • A project or undertaking that is difficult complex or risky • A business organization • Across the whole of a business entity – Division, Group or Corporation • In our case – acceptance by a division, multiple divisions or the Group to acceptance / implement a content management solution for a specific application

  15. Capture: Content & Documents Scanning Forms Processing Document Imaging Categorization / Taxonomy Indexing Manage: Document Management Records Management Email Management Digital Asset Management Image Management Web Content Management What do I mean by Organic Enterprise Content Management -What makes up Content Management

  16. Preserve / Store: Repositories Storage Long-term Archival Migration Backup / Recovery Content Integration Delivery: Search / Retrieval Syndication Localization Personalization Publishing What do I mean by Organic Enterprise Content Management - What makes up Content Management

  17. What do I mean by Organic Enterprise Content Management - What makes up Content Management • Core Services Included in an ECM • Collaboration • Business Process Management / Workflow • Security

  18. Organic Enterprise Content Management • A large number of naturally developed content management solutions adopted and implemented across a division, multiple divisions or the Group

  19. Six Examples of Winning Organic ECM Solutions Organic Enterprise Content Management @ Emerson Process Management

  20. Stellent Instances within Emerson Process • Seven unique instances: • Fisher, Emerson Process Asia, Emerson Process Europe, Rosemount, Daniel Measurement, Power & Water Solutions and PI Components • Managing over 1,250,000 pieces of unique content • Intranets, Extranets, Public web sites • Managing – web content, parts, pages & sites, reports, scanned images, digital media, & documents from over 50 different formats • Integrated Applications • Using both NTLM and AD security implementation

  21. Europe – Bognor, UK Recent upgrade to a 160 contributor license to support the Kirishi Instrument Project Installed in 2002 Customer project documents Quality documents Contracts Other Financial documents Asia – Singapore 15 contributor license Local content first added in Summer of 2004 Rosemount Customer Product Certs Engineering Specs Quality Documents Manufacturing Instructions & Procedures Stellent Instances within Emerson Process

  22. Content Management Services At Fisher • FishWeb – legacy IIS based intranet • Stellent / eDocs – Enterprise Content Management • Sharepoint WSS – work group, departmental or project focused collaboration

  23. At Fisher, Stellent is Known As eDocs

  24. What is eDocs • Electronic DOCumentation System • eDocs is a Web-based application used to manage, control, automatically publish, and provide retrieval and access to documentation, content, applications, and web pages & sites.

  25. eDocs History • Jul 1997 - Initial Awareness of Need • Oct 1997- Requirements Established • Nov 1997 - Software Evaluation • Jan 15 - March 15, 1998 Pilot Evaluation of IntraDoc! • May 1998 - Production System Comes online - Production system implemented by 3 end users and no IS staff on IntraDoc 3.0 • Over 1900 documents in the first 2 months of production • All Engineering Documents in the System by Jan 1999 and paper distribution ceased in North America and Global paper distribution ceased 6 months later • Apr 1999 - Mainframe Reports Server Added • Jul 1999 - Dev Server Added • Apr 2001 - Transcend contacted to provide technical support • Jul 2001 - 3.7 to 4.6 upgrade done

  26. eDocs History • Aug 2001 - North American Extranet Server Added • Oct 2001 - 4.6 to 5.1 upgrade done • Nov 2001 - First Work flow applications released • Apr 2002 - European Production and Extranet server set up with full replicaton • Sept 2002 - 5.1 to 6.1 upgrade • Oct 2002 - First tests of Web Dav component • Oct 2002 - First publisher site released • Dec 2002 - Asian Production & Extranet Server Set Up • Jul 2003 - 6.2 upgrade • Sep 2003 - Dynamic Converter Site • Dec 2003 - Connection Server Operational • Feb 2004 - Site Studio Install & First Web Site Produced • Jul 2004 - 7.1 upgrade • March 2006 7.5 upgrade

  27. Engineering Manufacturing Quality Research Applications Engineering Sales Marketing Tech Pubs HR Finance Education Purchasing Traffic / Logistics Information Center IT and more Functional Areas Using eDocs

  28. How is eDocs Used • Document / File Management – word, .pdf, powerpoint, jpg, gif, excel, framemaker, html, audio, video, .exe • Report and Forms Management – reports generated from databases from mainframe or other systems • Scanned Content – fulltext or image only • Web Content – components of web pages, web pages and entire or partial web sites – intranets / extranets / public web sites • Records Management • Integrated Applications – content is managed and business rules are defined within a workflow process to create a business process solution

  29. Sales Literature Presentations Policies / Procedures Manuals Standards Drawings Pictures Training Materials Email Knowledge bases Forms – Static & Active Certifications Work Procedures Announcements Forms – Static & Active Approval Processes using workflow Complete applications using the entire set of features of the ECM And many many more What Kinds of Information Is Managed

  30. A Project Review Process

  31. Regional Backup eDocs Corporate Server IBM Mainframe Convert Scan Mainframe Connect Local Local Marshalltown eDocs Asia Singapore eDocs Europe Bognor Rosemount Filenet Repository Firewall Extranet Asia Extranet North America Extranet Europe

  32. Usage of eDocs Today • eDocs now runs on 6 servers, including Asia and Europe • Managing over 800K unique pieces of content, globally • Over 1000 contributors from around the world • Over 150 applications from 10 Divisions and the Group • Main Server * Extranet Server* • Over 255,000 doc views Over 78,000 doc views • Over 72,000 user sessions Over 36,000 user sessions • Over 5,100 unique users Over 15,000 unique users * stats are per month

  33. Six Examples of Organic ECM Applications • Global Engineering Document Management – Fisher Valve Div. – the beginning • Sales & Marketing Intranet & Secure Extranet (SAMI) – Micro Motion • Global Customer Product Certifications - Rosemount • Internal, External and Secure Product Information – Multiple Divisions • Global Collaboration for Product Design – GX Control Valve – Fisher Valve Div. • Group wide QBR’s – Quantified Business Results

  34. Engineering Masters or what some people would call a Bill of Materials Manually organized, indexed, linked, and published to the web Needed to be version controlled Needed to be secured Had multiple users contributing After almost a year less than 25% of the documents were published Maintenance on the standards that were published was taking more time than had been thought Difficult for contributors to use and security hard to administer Documents being published in a format that users could change Engineering Documents The First Project

  35. Engineering Documents • 2000 EM’s & 65% are redistributed per year so in 2 years 2600 EM’s would be distributed • Each EM is averages 5 pages so a total of 10400 pages would be produced during 2 years • These documents go to 65 locations each getting a complete set which would make a total of 850,000 pages that would be printed at a cost of .02 per page • $15,000 in distribution costs • Based upon a survey each location would spend 1 hour per mouth handling these documents for a total of 24 hours over 2 years - 65 locations

  36. Engineering Documents - Cost Savings • Less Document Handling At the Sites $46,800 24 hrs. X 65 sites = 1560 hrs X $30 per hr. • Less time for Document Publishing $18,000 9 minutes less per EM to load & maintain over the 2 years for 600 hrs. less at $30 per hr. • Materials Cost Savings $ 17,000 not having to print over 850,000 pages of documents at .02 each • Shipping & Handling Cost Savings $ 15,600 • TOTAL SAVINGS $97,400

  37. Engineering Documents Service Quality Improvements • Secondary distribution of EM’s to other locations, departments or individuals not needed • Users have immediate access to electronic copies of EM’s instead of waiting 5 - 10 work days for paper copies • Users have 24 x 7 access to current standards • Access to EM’s now available at remote sites or at the desk top rather than in a printing department or vault • Notification service for new versions EM’s available

  38. LSC DocumentsOur Second Project • Large Special Contracts - instructions to do something special with a particular order • Over 2 years create and distribute 6000 LSC documents to 2 locations - each LSC between 8 - 25 pages • Process was to Create Print and Fax to the shop floor these documents - documents created in Word and saved on local PC’s • Immediate need on a 24 hour basis • Paper copies stored at both the LSC Dept & manufacturing plant end • No way to easily reuse old LSC documents buy others in the group • Documents to the shop floor had to be non-changeable

  39. LSC Project • New Process create docs in Word and load to edocs • PDF copy published to the web and made available to the manufacturing sites 7 X 24 • Central repository of all LSC documents now available for reuse by the entire department • Full text searchable, printable, and could be picked up on the shop floor by any kiosk terminal

  40. LSC Initial Cost Savings • Printing and Fax Line costs $ 6,000 • 1 Dedicated Clerk for Faxing & Filing $60,000 • 20% of 2 Clerks for Distribution & Filing $24,000 at the manufacturing sites • Total Initial Cost Savings over 2 years $90,000* * included head count reduction

  41. OUR SAVINGS over 2 years EM’S $97,480 LSC Docs $90,000 TOTAL SAVINGS $187,480 OUR INVESTMENT over 2 years HARDWARE $18,000 SOFTWARE $25,000 SERVICES $ 8,000 TOTAL $ 51,000 OUR First Projects SAVINGS & INVESTMENT Summary

  42. Additional Cost Savings to LSC Project • 2 years after the LSC Project was put into production the Group had 2 retirements • At the same time the picked up an additional manufacturing site to do LSC documents for. • The 2 people who retired were not replaced for an additional $120,000 per year annual cost savings • A department that 2 years before had 7 full time employees now had 4 and had also picked up 25% more work

  43. More Engineering Manufacturing and Quality Projects • The next 2 years brought about a complete change in how we manage engineering, manufacturing, and quality procedures, standards, and manuals • With in 2 years we eliminated all paper distribution in these areas globally for the Valve and Regulator Divisions

  44. Micro Motion SAMI WebsiteSAMI - Sales and Marketing Intranet • A single location to provide access to all sales and marketing information for the Micro Motion Division • This information had been on a Lotus Notes application which provided very little organization or search capability and Notes was not longer going to be supported • The requirements also called for the site to have specific contributor rights to specific sections of the site. • Using Content Publisher the site was created and supports the contribution model required. It also includes fulltext search, supports subscription and notification, and will in the future provide RSS news feeds. • Active Directory based security provides control of secure content • An automated batch upload process has also be set up to take content stored in the Micro Motion PDM system and publish it to the SAMI site • Over 10000 documents managed in this process – Annual cost savings of over $20K plus one FTE position that was eliminated

  45. Micro Motion SAMI Website

  46. SAMI Extranet and Product Info CD • Over 150 users of the SAMI system did not have access inside the firewall so they could not use the system. • Again using Content Publisher the site is published to our secure extranet where the users can then log into the site via public internet and get access to the information they need. • We also use this same process to create and cut a CD of parts of the site for users that do not have internet access or need mobile copy of the information. • Again managing information one time and leveraging it in multiple ways • Again providing a solution to a business problem based upon a user requirements and extending it to meet their needs

  47. Customer Product Certifications @ Rosemount • North American Call center had to handle customer requests for copies of product certifications. • The certs are in FileNet at Rosemount and available to the call center but not available to customers • Rosemount exports them out of FileNet and we batch load them into our eDocs North American Extranet server • A custom search and results screen is embedded into the Rosemount public web site where customers may pull back there own product certs • Over 150K North American certs now available • Annual cost savings to Call Center of over $40K

  48. Customer Product Certifications

  49. More customer Certifications • Rosemount Asia now loads its product certifications into the Asia eDocs server for local access • Replicates those certs to the North American Extranet • 30K Asian Certs now online • Rosemount Europe is now defining the same process to go online with their certs before the end of June • All product certs will be available to customers from a single location • Again providing added cost savings to Rosemount and improved Customer support

  50. Product Information – Internal, External and Secure Extranet • Product Information from 6 different divisions • Provides access to public and controlled product information • Accessible with different views or search screens from a dozen different public web sites and as well as several secure extranets • Over 500,000 content downloads in 2004 - $1.1M of cost avoidance • Valve division alone has seen a 50% drop in printing volume in the last 3 years which is $650K while increasing literature distribution via downloads by 70%

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