united airlines: establishing a document management center of excellence robin wilen manager,...

United Airlines: Establishing a Document Management Center of Excellence

Robin Wilen

Manager, Document Management Center of Excellence

Introduction – United Airlines Documentum history @ United Airlines Drivers to establish a Center of Excellence Evaluation steps Result Lessons learned

Introduction

Second largest airline

3,700 + flights per day

Approx 56,000 employees

IT Division 1000 employees

Documentum Deployment History

Engine InspectionDocuments

FlightManuals

Publications

TechnicalDocumentRouting

Slip

2000 2001 2002 2003 2004 2005

MinimumEquipment

List

PinkPage

Linking

4i 5 Migration

TechnicalManual

Assignment

SalesIncentiveProgram

2006

Establish5.3

Environ-ment

The Price of Success

What is a Center of Excellence?

Center of Excellence

Center of Excellence Drivers

Reorganization of IT Division

Hardware and software uniformity

Defined metrics & feedback loop

Defined document/content templates

Reuse of workflow applications

Jones

Peters Smith Green

What Will the Document Management CoE Look Like?

Step 1 - Charter

Scope

Objectives

Success criteria

Challenges and risks

Mobile Appliance Content Management

Document Management

Collaboration

ImagingEnterprise Application Integration (EAI)

Web Content Management

E-Process Management

Data Mining Storage

PortalsKnowledge Management

Records Management

Digital Asset Management

Organization Process

Document Management Systems

Authoring Tools

Implementation Strategies

Metrics

Categories of ECM

Organizational Topics

Technologies

Publishing Tools

Formatting Tools

Charter - Scope, Objective, Success Criteria, Challenges

To strategically manage the development, implementation and use of document management technology enterprise-wide to maximize business and technical value while increasing productivity and improving quality.


Mission Statement

Management

Manpower

Paper

Cycle times

Compliance

Visibility

Content reuse

Accessibility

Collaboration


Division buy-in

Governance/adherence

Business initiative impacts

Job responsibility changes

New technology adoption


Step 2 – Conceptual Model

Gap analysis

Benchmark report

Value proposition

Education plan & materials

Workflow/Repository–Content Management Author/Edit

Content Distribution

Wang MS Word Canvas CATIAPaper

FileMakerPro

FrameMaker

4DVisio

Microfilm

Paper

MS Word

Canvas

OEM'sCDs

VignetteFileMaker

Pro

FrameMaker

4D

VisioMS

Access

FileMakerPro

DominoDocumentum

OEM'sPDF/TIFF

CATIA

Main-frame

MSAccess

Files onFile

Servers

Documentum Domino VignetteMS

AccessCATIAWang

As Is

Concept – Gap Analysis, Benchmark, Value, Education

Workflow/Repository–Content Management Author/Edit

Content Distribution

Wang MS Word Canvas CATIAPaper

FileMakerPro

FrameMaker

4DVisio

Microfilm

Paper

MS Word

Canvas

OEM'sCDs

VignetteFileMaker

Pro

FrameMaker

4D

WebMS

Access

FileMakerPro

DominoDocumentum

OEM'sPDF/TIFF

CATIA

Main-frame

MSAccess

Files onFile

Servers

Documentum Domino VignetteMS

Access CATIAWang

To Be


Strategy Strengths Weaknesses

Technical Services FTEs Skill sets Workflow Content engineering

Workflow applications Reusability Silos Standard adherence Uniform expertise

Complete Services Reusable workflows Global view Standards adherence Cross disciplinary skills Subject matter expertise One stop shop

FTEs Skill sets Availability


Reduce cost of ownership

Leverage IT expertise

Compliance

Security

Reduce publishing cycle times


Education Plan and Material Overview Definitions Engagement Solution examples / scenarios CoE Roles


Step 3 – Detail Design

Activities

Implementation strategies

Staffing requirements

Design – Activities, Implementation, Staffing

Concept AnalysisDesign Deploy

Build TestCloseout

Proposal Development

Lin

e o

f B

usi

nes

sD

oc

Mg

mt

Co

E

Project Scope and Definition

Feasibility Study

Identify Current Infrastructure

Business / Information Delivery Requirements

Define Interfae Rqmts

Overall Project Plan, Cost, Schedule & Resource Estimates

Final Architectural Direction & Topology

Final Functional & Technical Requirements

Final Design & Estimates

Deployment Strategy

Customer Signoff

Complete Product or Application Development

Final Test Plan

Build System Interfaces

Integration Testing

Acceptance Testing

Document Test Results

Customer Signoff

Field Training

Change Management Approval

Business Process Transition

Deliverable Acceptance

Performance Result

Customer Support

Develop Integration Plan

Develop Doc Conversion Strategy

Define Doc Mgmt Business & Information Rqmts (incl. usage, storage, retention) Estimate effort, cost, and resources

Final Functional & Technical Specs for Doc Mgmt Solution

Document Conversion Plan

Document Mgmt Deployment Strategy

Finalized Physical Model for Doc Mgmt Solution

Develop & Unit Test Doc Mgmt solution

Systems Testing

Unit Testing

Acceptance Testing Support

Define Doc Mgmt Cutover steps

Prepare Doc Mgmt Usage Training Manual

Implementation

Customer Interaction - Project Management - Issue Resolution - Budget Management

Intake Management - Resource Management - Work Coordination - Issue Resolution

Production Monitoring

Customer Support

Define Doc Mgmt Scope

Prioritization

Assist with Feasibility Study

Define Project Team

IT Line of Business

Center of Excellence

Portfolio Mgmt

Tech Svc

Business Analysis A R C I

Functional Requirement

A R C I

Solution Architecture A R I C

Project Management A R I C

Estimation A R I R

Project Funding R C A C

Design/ Develop/Testing

A R I C

Implementation A R I R

Legend: R – Responsible; A – Accountable; C – Consultative; I - Informed

Design – Activities, Implementation, Staffing

Functional responsibility matrix

Model Types Strengths Weaknesses

Point Solution Business need priority Silo approach Multiple platforms Multiple tools

ROI Cost-efficiency Streamlined process

Delay implementation Process-centric and compliance

Hybrid –

Point Solution & ROI

Standardized platform Business need priority Universal acceptance

Silo approachMultiple platforms & tools Delay implementationProcess-centric/compliance

Replace legacy systems

Standardized platform Universal acceptance

Resource availability

Design – Activities, Implementation Strategies, Staffing

Role Skills

Solution architects Content management, content engineering,

content publishing

Business analysts Business knowledge, facilitation skills

understanding of CM, CE, Pub

Content management

developer

Workflow, document lifecycle, cabinet structures

Content engineering

developer

SGML/XML, content reuse,

content transformation

Publishing

developer

Linking resolution, packaging, XSL/XSL-FO,

stylesheet

System administration

Linux, Unix, WebLogic, DCTM Administration

Design – Activities, Implementation, Staffing Requirements

Step 4 – Processes & Metrics

Intake process

Prioritization

Success metrics

Process & Metrics – Intake, Priority, Success Metrics

Document Management CoE Request Intake Form

When complete, submit to: [email protected], with Subject Line = <Budget Category> Request

(Replace <Budget Category> in Subject Line with DI, DS or CS as appropriate)

Doc Mgmt Specific Information

*Detailed Functional Requirements attached? (YES or NO)

*If requirements not attached, date available:

*High Level Questionnaire attached? (YES or NO)

*Predetermined Vendor Products, if any:

*Other applications/ systems to which DM may need to connect/ interface:

*Data sources to which DM may need to connect:

*DM Applications Impacted:

*Anticipated DM Technologies:

Additional DM related information:

New Projects

Enhancements

Break/fix

Activity

Participants

Frequency

1 2 3 4 5

Log Requests

High level estimate

Prioritize

Determine resource availability

Update master schedule

DM CoE Appl LoBs

DM CoE

Appl LoB

DM CoE

Appl LoBs

DM CoE

Appl LoB

DM CoE

Daily Bi weekly Bi monthly Monthly Bi monthly

Step


Reusability

Components

25%

50%

Initial 2nd initiative

3rd initiative

nthinitiative

Initial 2nd initiative

3rd initiative

Subsequent initiatives

DurationTime to market

Out of the box

Customized


65%

Step 5 – Budget Requirements

Staffing levels Tools/software

Budget – Staffing Levels, Tools/Software

Content management

Business analysts

Solution architects

Content Engineering

Content publishing

2

2 +

1 lead + 3 developers



Staff augmentation: smart sourcing

Author/Capture

Archive(Preserve)

PTC/Arbortext

Captiva

WordSpecialized

Web Publisher

Arbortext Styler

XMLSpyDTD

Documentum

eRoom

Manage Publish Deliver

Repository(Store)

Budget – Staffing Levels, Tools/Software

The Result

Who We Are and What We Do

Consult

Technical support

Develop

Complete services

Implementation Model

Model Types Weaknesses Remediation

Hybrid –

Point Solution & ROI

Silo approachMultiple platforms & tools Delay implementationProcess-centric/compliance

CoE Standardization Reuse Expertise in CoE Universal acceptance

Replace legacy systems

Resource availability Reuse Prioritization

Initial dialog with IT Line of Business Intake form completed

Content management needs assessment Determines CoE resource needs

How We Do It

Content Mgmt Needs Assessment

Basic Limited IT involvement Basic content management activities Administration performed by users

Content “Lite”

IT for set-up & technical consulting Forms based or “ad-hoc” workflow Administration performed by users

Content Centric

Considerable IT involvement Workflows based on business rules Structured documents

Lessons Learned Recap

Executive sponsorship

Plan strategicallyimplement tactically

Categorize content management needs

Centralize

Standardize

Educate, educate, educate