AV-20 Best Practices for Effective Document and Knowledge Management

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2 AV-20 Best Practices for Effective Document and Knowledge Management Douglas J. Vargo Vice President, Information Management Practice 2013 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners.

3 To be removed Title: Abstract: Best Practices for Effective Document and Knowledge Management Plant floor workers are inundated with information, both digital and paper-based. A methodical approach to how teams can collaborate with one another and create, share, and manage documents that support the work day is absolutely necessary. The alternative is information mayhem. This session will focus on what it takes to develop a strategy for document and knowledge management as it relates to maintenance and inventory using the Avantis extensions, and how to use best practices around workflow, version control, and other capabilities to streamline collaboration and reduce risk. We will look at how tools such as Microsoft SharePoint, OpenText, and EMC Documentum can support this strategy with practical applications. Slide 3

4 Paragon Solutions Introduction Paragon Solutions is an enterprise information solutions company that helps firms leverage technology to achieve better business results. Strategy consulting and systems integration teams delivering business value Multiple domain practices with solutions focused on specific client objectives Corporate Facts Global Presence & Clients 6 U.S Offices; 2 overseas offices Over 600 dedicated employees Multiple technology partnerships Privately owned, 30-year history e.g. Enterprise Asset Management, Document Management, Information Management, Post Implementation Support Services, Migration, Information Governance, etc. A proven delivery track record leading enterprisewide initiatives, synthesizing business and IS/IT and demonstrated return on investment... Invensys/Avantis Partnership for EAM Solutions Slide 4

5 40% of business activities rely on information captured in documents, spanning customer-facing processes in sales and marketing; non-customer-facing processes in HR, manufacturing, and other back-office operations; and processes that manage risk around business continuity and information security 71 % stated they would have better business oversight and control if they improved their internal document process 67% said it would reduce regulatory compliance risk over half of all survey respondents said improving processes would have an impact across a broad range of risk mitigation and management areas 75% of respondents experienced serious business risk and/or compliance issues as a direct result of ineffective document processes over the past five years. 45% of respondents reported that document driven processes they had personal knowledge of were not efficient or effective. IDC Report 2012 Slide 5 Not with

6 An example A pump is due for PM and the Planner and Technician are planning and executing the work order. They need to easily access all reference documentation for the job without risk of using out-of-date information How does he know that he has the most recent documentation to ensure he performs the tasks in accordance with approved procedures and specifications? What are best practices or tips from pervious technicians working on this pump? How can the technician quickly have access to all relevant documents? How can the technician collaborate with colleagues Slide 6

7 WHAT IS DOCUMENT MANAGEMENT?

8 What is Document Management? Document management is the practice of storing, managing and tracking electronic documents and images of paper based information captured through the use of a document scanner. The principal reason for storing the documents in a document management system is to ensure control and so users who need to access the information stored in those documents can do so quickly and easily. Key DM features are: Templates & Forms Check-in/check-out and document lock down Version Control Roll back Audit Trail & Historic Reference Annotation and Watermarking Workflow & Review and Approval Slide 8

9 Document Management and Collaboration Collaboration tools can be used as an effective tool for managing documents and for optimizing collaboration through out an organization for internal problems solving, and for use of Avantis (especially within large organizations). Fast and easy access to documents based on Entity and document type Integration with Avantis Problem solving forum to connect engineers, maintenance staff, FAQ, Tips, etc. Avantis Help and Training Section Slide 9

10 How Can an Effective Document Management Strategy Benefit You? A Solid DM Strategy supports the alignment of all of the Operational Excellence areas Environment and Safety, Assets Management and Control, with a strong emphasis on empowering your business in the following ways: Provides a common template and authoring criteria Ensures the most current version of documents such as labor, material, tools, drawings, subcontractor requirements and safety information can be identified on work orders to support proactive maintenance activities Automatically linked documents to PM / job plans / work orders Limit duplicates Information Model Supports Enterprise Search, Reporting and Analytics Improved safety, regulatory compliance and reduced overall risk Slide 10

11 GETTING STARTED CREATING A DM STRATEGY

12 Keys for Delivering Document Management Documents are the primary medium through which employees share ideas and information of all kinds with other employees, customers, suppliers, partners, shareholders, and other stakeholders. Build Consensus Planning Focus on the Document Lifecycle Define the Information Model Underlying Governance Paper has not gone away Integrations Change Management and User Adoption Slide 12

13 Planning Start with the Fundamentals.. People, Process, Information and Technology Phased base Approach.. Building blocks Plan for the Business Adoption of the Change Define your Information Architecture Identify key systems for integration Engage Records Management and Legal Slide 13

14 Document Management Lifecycle Document Types Lifecycle Slide 14 Create Review Approv Effectiv Retire Retain e e Dispos e Workflows Calibration Methods SOPs PM Procedures Safety Procedures Lock-out/Tag-out Checklists Vendor Manuals Quality Manuals Training Materials Regulated Content Other Controlled Content Capabilities Controlled Lifecycle Management Workflow Security Doc Numbering Metadata Templates Versioning Overlays Reporting Notifications Auditing esignature Search Retention Annotations Legal Hold

15 Governing The Lifecycle of Information Slide 15

16 Converging Capabilities of ECM Knowledge Management Tacit Explicit Social Sharing Curated Portals Content Management Process Templates Versioning esig Doc Num Audit Trails Compliance ECM Analytics Search and Discovery Mining Semantic Intelligence Information Governance Information Security Retention and Archiving Regulatory and Legal Compliance Slide 16 Search Content

17 A Focus on the Information Model Establishing a defined enterprise information model and taxonomy as a standard based on existing business and compliance rules that align with master data and enterprise architecture initiatives will drive better quality and effective migrations Know your content, then evolve the model A common model is key to breaking down silos Inventory Types of Documents Business Rules Content Classification Types and Subtypes Taxonomy High Level Business Processes Maps and Associated Documents/ Web Content/Digital Assets Lifecycle Consistent Meta Data Applied Through Auto-tagging and Auto-categorization Automated Workflow and Electronic Signature Cabinet/Folder Structure Security Incorporate key information governance needs in the model right from the beginning Slide 17

18 Content Governance A migration effort governed by an enterprise information model across the end-to-end content lifecycle can break down information silos improving findability, shareability, and information security. Information Governance Author Control Information Governance Slide 18

19 Integrating Document Management with Enterprise Apps Integrate Document Management systems into Enterprise Applications for end-to-end Process Automation. Slide 19

20 Best Practices in DM Some of the components required to ensure successful uptake by the user community, and the delivery of long-term value Content is king Content Management Controlled Tagging Functional repositories Context is King Information Management Process, Worker, Community Auto Tagging, Rating Use vs.. Find User Experience Content Governance Content Integration Document Control Lifecycle Regulated content classified Consolidation Compliance Content Sharing and Reuse Publishing Repurpose Separate tracking systems Slide 20 Information Governance All information is classified Master Data Management Enforced Retention, Archiving Defined Stewardship, Access Knowledge Sharing and Reuse Collaboration External Partners Topic-based Milestones and Views Converging Capabilities ECM Consolidation and Expansion Information Model ECM Program

21 An example A pump is due for PM and the Planner and Technician are planning and executing the work order. They need to easily access all reference documentation for the job without risk of using out-of-date information. 4. Technician goes to the Pump Entity and Views the documentation 3. Maintenance Planner browses and attaches a link to the most current version in the DMS 1. User creates document in DMS 2. Document is reviewed and agreed 5. Document Control Users manages documents to ensure they are frequently reviewed and are current Slide 21 Reporting, Governance and Analytics

22 Going further Our vision is not only to provide easy access to the most current version of documentation but to enable a full knowledge base to support task execution 1. Technician goes to the Pump Entity and Views the Documentation 2. Technician can Search for related documentation across other areas Slide Technician has access to a Knowledge Community (FAQs, Critical Reads, Tips and Tricks, Analytics, MSDS Source specific to the job and can provide feedback)

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26 Deployment and Change Management A key component of any DM strategy is that of successfully managing the impact on the individuals to the change. Your organization must plan for the strategies to ensure adoption of the new document management strategy and integration. Key Change Activities Document the difference between the current and future-state for communication and training Involve the business early and often though out the process Provide White Glove Support Develop Business Communications Plan Determine Post Go Live Compliance Metrics, to assess business uptake of the system Slide 26

27 Key Takeaways DM is a mature, well understood field. DM people should design DM solutions, not designed to a technology but your needs Faster, Agile service is needed to keep up with business demand Most are limited more by the Information Model than the Technology Platform Focus on User Adoption Slide 27

28 Thank you. Stop by our booth Slide 28

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