United Airlines: Establishing a Document Management Center of Excellence

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United Airlines Establishing a Document
Management Center of Excellence

• Robin Wilen
• Manager, Document Management Center of Excellence

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

3
Introduction
Second largest airline 3,700 flights per
day Approx 56,000 employees IT Division 1000
employees
4
Documentum Deployment History
2000
2001
2002
2003
2004
2005
2006
Engine Inspection Documents
4i ? 5 Migration
Technical Document Routing Slip
Minimum Equipment List
Pink Page Linking
Sales Incentive Program
Establish 5.3 Environ- ment

Technical Manual Assignment
Flight Manuals Publications
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The Price of Success
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What is a Center of Excellence?
Center of Excellence
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Center of Excellence Drivers

• Reorganization of IT Division
• Hardware and software uniformity
• Defined metrics feedback loop
• Defined document/content templates
• Reuse of workflow applications

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What Will the Document Management CoE Look Like?
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Step 1 - Charter

• Scope
• Objectives
• Success criteria
• Challenges and risks

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Charter - Scope, Objective, Success Criteria,
Challenges
Categories of ECM
Document Management
Web Content Management
E-Process Management
Records Management
Mobile Appliance Content Management
Enterprise Application Integration (EAI)
Digital Asset Management
Imaging
Portals
Knowledge Management
Collaboration
Data Mining
Storage
Organizational Topics
Implementation Strategies
Organization
Metrics
Process
Technologies
Document Management Systems
Formatting Tools
Authoring Tools
Publishing Tools
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Charter - Scope, Objective, Success Criteria,
Challenges
Categories of ECM
Document Management
Web Content Management
E-Process Management
Records Management
Mobile Appliance Content Management
Enterprise Application Integration (EAI)
Digital Asset Management
Imaging
Portals
Knowledge Management
Collaboration
Data Mining
Storage
Organizational Topics
Implementation Strategies
Organization
Metrics
Process
Technologies
Document Management Systems
Formatting Tools
Authoring Tools
Publishing Tools
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Charter - Scope, Objective, Success Criteria,
Challenges
Mission Statement
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.
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Charter - Scope, Objective, Success Criteria,
Challenges
Compliance Visibility Content
reuse Accessibility Collaboration
Management Manpower Paper Cycle times
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Charter - Scope, Objective, Success Criteria,
Challenges

• Division buy-in
• Governance/adherence
• Business initiative impacts
• Job responsibility changes
• New technology adoption

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Step 2 Conceptual Model

• Gap analysis
• Benchmark report
• Value proposition
• Education plan materials

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Concept Gap Analysis, Benchmark, Value,
Education
As Is
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Concept Gap Analysis, Benchmark, Value,
Education
To Be
OEM's
Frame
MS Word
Visio
CATIA
Wang
Canvas
Paper
4D
PDF/TIFF
Maker
FileMaker
MS
Pro
Access
OEM's
Main- frame
CDs
Files on
MS
FileMaker
Vignette
File
Domino
CATIA
Wang
Documentum
Access
Pro
Servers
MS Word
4D
Frame
Paper
Maker
FileMaker
MS
Microfilm
Canvas
Vignette
Web
Domino
Documentum
CATIA
Pro
Access
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Concept Gap Analysis, Benchmark, Value,
Education
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
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Concept Gap Analysis, Benchmark, Value,
Education

• Reduce cost of ownership
• Leverage IT expertise
• Compliance
• Security
• Reduce publishing cycle times

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Concept Gap Analysis, Benchmark, Value,
Education

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

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Step 3 Detail Design

• Activities
• Implementation strategies
• Staffing requirements

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Design Activities, Implementation, Staffing
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Design Activities, Implementation, Staffing
Functional responsibility matrix
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
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Design Activities, Implementation Strategies,
Staffing
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 approach Multiple platforms tools Delay implementation Process-centric/compliance
Replace legacy systems Standardized platform Universal acceptance Resource availability
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Design Activities, Implementation, Staffing
Requirements
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
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Step 4 Processes Metrics

• Intake process
• Prioritization
• Success metrics

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Process Metrics Intake, Priority, Success
Metrics
Document Management CoE Request Intake Form Document Management CoE Request Intake Form Document Management CoE Request Intake Form Document Management CoE Request Intake Form Document Management CoE Request Intake Form
When complete, submit to DMCOE-Intake_at_united.com, with Subject Line ltBudget Categorygt Request When complete, submit to DMCOE-Intake_at_united.com, with Subject Line ltBudget Categorygt Request When complete, submit to DMCOE-Intake_at_united.com, with Subject Line ltBudget Categorygt Request When complete, submit to DMCOE-Intake_at_united.com, with Subject Line ltBudget Categorygt Request When complete, submit to DMCOE-Intake_at_united.com, with Subject Line ltBudget Categorygt Request
(Replace ltBudget Categorygt in Subject Line with DI, DS or CS as appropriate) (Replace ltBudget Categorygt in Subject Line with DI, DS or CS as appropriate) (Replace ltBudget Categorygt in Subject Line with DI, DS or CS as appropriate) (Replace ltBudget Categorygt in Subject Line with DI, DS or CS as appropriate) (Replace ltBudget Categorygt 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        
         
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Process Metrics Intake, Priority, Success
Metrics
New Projects
Enhancements
Break/fix
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
Activity
Participants
Frequency
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Process Metrics Intake, Priority, Success
Metrics
Reusability
65
50
Components
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Initial
3rd initiative
2nd initiative
nth initiative
Time to market
Out of the box
Customized
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Step 5 Budget Requirements

• Staffing levels
• Tools/software

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Budget Staffing Levels, Tools/Software
Staff augmentation smart sourcing
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Budget Staffing Levels, Tools/Software
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The Result
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Who We Are and What We Do
Complete services
Consult
Technical support
Develop
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Implementation Model
Model Types Weaknesses Remediation
Hybrid Point Solution ROI Silo approach Multiple platforms tools Delay implementation Process-centric/compliance CoE Standardization Reuse Expertise in CoE Universal acceptance
Replace legacy systems Resource availability Reuse Prioritization
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How We Do It

• Initial dialog with IT Line of Business
• Intake form completed
• Content management needs assessment
• Determines CoE resource needs

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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
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Lessons Learned Recap
Educate, educate, educate
Standardize
Centralize
Categorize content management needs
Plan strategically implement tactically
Executive sponsorship