Work Management: Imaging, Workflow, COLD

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Work ManagementImaging, Workflow and COLD
Improve Business Processes
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Todays Business Goals...

• Immediate, personalized customer service
• High quality at low cost
• Short product cycles
• Meeting global competition

Demand Work Processes That Provide... High
productivity Fast decision-making Access to all
types of information Flexibility
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Challenge Utilizing All Sources of Information
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Only 5 of Information is Available to Computers
Computer Accessible (Magnetic and Optical
Media) 5
Paper 92
Microforms 3
Source Temple, Barker Sloan
Information Storage By Media
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The Paper Monster
5.5 billion new office documents were created in
1994.
2.7 billion new sheets of paper are put into file
folders every day.
750 million pages are produced by computer
printers every day in the United States.
11.5 billion plain paper fax pages were received
in 1992. (Estimate for 1998 175.9 billion)
The Paper Monster
Each year the typical executive spends 150 hours
looking for lost information.
Sources BIS Strategic Decisions, Cambridge
Technology Partners, Dataquest, Ernst Young,
Gartner Group, HLS Associates, Storage Tek, Xerox
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Paper-Based Systems Are Inefficient

• High cost to file, retrieve, copy and distribute
  paper
• Easy to lose or destroy information
• The true copy available in only one place at a
  time
• Information may be inaccessible
• No parallel processing
• People may use out-of-date copies
• Lack of control and security

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The Cost of Paper-Based Systems An Exercise

• Assume
• An organization has 1 million files
• In the course of a year, 3 of the files are lost
  or misplaced
• The cost of recreating the information in one
  file is 180
• The annual cost to the
  organization is 5.4 million

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Challenge Tracking and Managing Business
Processes
?
?
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Business Processes are Hard to Manage

• Hard to assemble information needed to make
  business decisions
• Handling of tasks is inconsistent
• Routing of work is often slow or incorrect

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Business Processes are Hard to Manage

• No visibility into the location and status of
  work tasks
• No information on the location and seriousness of
  bottlenecks
• Modifying processes is difficult, slow and
  uncertain

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Work Management Technology

• Seamlessly integrate images, documents, and other
  types of information into business processes
• Define, manage and improve business processes

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Key Work Management Technologies

• Imaging
• Capture, manage, and distribute information that
  originated from paper documents, drawings, faxes,
  photographs, and other sources
• Workflow
• Automate the flow of tasks and information
  through the organization
• Computer Output to Laser Disk (COLD)
• Store, index and retrieve computer-generated data

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Imaging

• Capture, store, distribute and display images

Clients
Storage Peripherals
Scan Station
FAX In
FAX Out
Video
Printers
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Benefits of Imaging

• Reduce costs
• Eliminate paper filing, retrieval, copying
  and distribution
• Increase productivity
• Provide immediate access to paper-based
  information
• Enable tasks to be performed in parallel
• Enhance control
• Reduce information loss and the use of
  out-of-date data

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Benefits of Imaging

• Improve customer service
• Provide service representatives with rapid access
  to customer information (even if it is being
  processed elsewhere)
• Provide customers with direct access to
  information (forms, drawings, deeds, maps)

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Workflow - Automating Business Processes

• Define the tasks, business rules and work flows
• Compile and flow together related information
  from all sources (typically in a case or
  folder)
• Manage the routing and performance of activities

Parallel Processing
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Workflow - Managing Business Processes

• Monitor the location and status of work
• Observe work queues to adjust workloads
• Re-engineer business processes

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Benefits of Workflow

• Increase productivity
• Prompt, reliable routing of tasks and information
• Consistent application of business rules and
  priorities
• Improve decision-making
• Information assembled and delivered to the
  right person at the right time
• Reduce cycle times
• Eliminate time to transfer
  documents among people

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Benefits of Workflow

• Manage and improve business
  processes
• Visibility into the location and status of
  work tasks
• Information on work levels and process
  bottlenecks
• Data on the efficiency of work
  processes
• Reduced time-to-market, increased
  competitiveness
• Change business processes rapidly, with less
  retraining

With workflow software, Ed Glister estimates Con
Edison will save 2-3 million
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Computer Output to Laser Disk (COLD)

• Index, store and distribute images of
  computer-generated information

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Benefits of COLD

• Increase productivity
• Find information rapidly instead of thumbing
  through print-outs
• Reduce costs
• Eliminate the copying and distribution of
  printouts, forms and statements
• Improve customer service
• Provide service representatives with immediate
  access to forms and statements exactly as they
  appear to customers
• Enhance access to archived information
• Provide access to archived information faster and
  at less cost than with paper or microfiche

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Work Management Technology

• Seamlessly integrate images, documents, and other
  types of information into business processes
• Define, manage and improve business processes

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Typical Applications

• Insurance
• Claims processing
• Underwriting
• Insurance adjusting
• Benefits and pension

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Typical Applications

• Banking and Financial Services
• Credit card processing
• Loan management
• Mortgage processing
• Check verification
• Invoice processing

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Typical Applications
Government Customer service Records
management Business registry Workers
compensation Tax processing Human
resources Procurement
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Typical Applications
Services and Industry Customer service Accounts
payable Order and sales management Technical
document management Human resources Billing
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Work Management Integrate All Information Types,
Automate and Manage Business Processes

• Seamlessly integrate images, documents, and other
  types of information into business processes
• Define, manage and improve business processes

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Summary - Benefits of Work Management Technology

• High Productivity and Enhanced Control
• Streamlined, consistent work processes
• Reduced paper-handling and information searching
  costs
• Shared use of current, correct information
• Rapid, Personalized Customer Service
• Immediate access to customer forms, letters,
  statements, etc.
• Integration of all forms of data about each
  customer/client

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Summary - Benefits of Work Management Technology

• Better, Faster Decisions
• Work tasks and the information needed to perform
  them to the right people at the right time
• Focus on high priority tasks first
• Improved Flexibility, Time-to-Market,
  Competitiveness
• Process information to identify bottlenecks,
  allocate staff resources efficiently, and improve
  business processes
• Ability to change work processes quickly, with
  less retraining

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Work Management
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The materials presented here are summary in
nature, subject to change, and intended for
general information only. Additional details and
specifications concerning the operations and use
of Wang products are available in the applicable
technical literature. Products and company names
referenced may be either trademarks or registered
trademarks of their respective companies. Wang is
a registered trademark of Wang Laboratories, Inc.
OPEN/software, OPEN/image, OPEN/coldplus, and
OPEN/workflow are registered trademarks of Wang
Laboratories, Inc. Microsoft, Microsoft NT,
Microsoft Windows and Microsoft BackOffice are
trademarks or registered trademarks of Microsoft
Corporation. Wang Laboratories, Inc., 600
Technology Park Drive, Billerica, Massachusetts
U.S.A. 01821-4130
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