Setting an Enterprise Content Management Strategy. John Fiske, SAP ECM Solution Management john.fiske@sap.com

Setting an Enterprise Content Management Strategy John Fiske, SAP ECM Solution Management john.fiske@sap.com

International, National and Industry Regulations Are Constantly Evolving HIPAA SEC 17a-4 Canadian Electronic Evidence Act Dodd-Frank DoD 5015.2 GDPdU & GoBS & DOMEA Basel II/III Capital Accord AIPA Electronic Ledger Storage Law ISO/PRFTR15081 FDA 21 CFR Part 11 Sarbanes-Oxley Act EU Data Protection Directive The Banking Act Financial Instruments and Exchange Act Insurance Business Act Electronically Recorded Monetary Claims Act Federal Rules of Civil Procedure NF Z 42-013 Capitulo X, CNBV Articulo 052 Nota Fiscale Financial Services Authority VERS Normativa 3400, SBIF MoReq 2010 Model IGA - FACTA 2012 SAP AG. All rights reserved. 4

Unstructured Content: Three Competing Enterprise Mandates Make it easy to find, share, change and save content! End Users Need to Collaborate Ensure relevant content is accessible and manageable from the process application Ensure all legally relevant information is retained for the proper duration and auditable Unstructured Content Process Owners Require Process Completeness Compliance Officer Needs Information Governance 2012 SAP AG. All rights reserved. 5

Typical Evolution Of Enterprise Content Landscape Collaborative Tools Content Management Preserve/Destroy Hey what about us? We need that content too! Create/ Capture Store/ Secure Access/Distribute Review/ Collaborate Process Owners Manageability Challenges Systems proliferate Not part of a holistic information governance program Cloud content managed only by 3 rd parties Lacking more scalable management features Integration Challenges Content lacking process context not very useful Integrations to process applications cumbersome Content retention rules not tied to system of record 2012 SAP AG. All rights reserved. 6

Content Workspace The Concept of Content Workspaces Content-Integrated Business Processes Roles Data SAP Business Object Content Transactions Events Relations/Links Metadata Business Object Folder Structures Roles Documents Customer ABC ID 4711 Date 21.12.2009 Status Prospect Owner Meier Follow up Folder 1 Folder 2 Sub Folder 1 Sub Folder 2 Sub Folder A Sub Folder B Folder 3 Workflows Tasks 2012 SAP AG. All rights reserved. 9

Numerous Interfaces to Business Workspaces SAP GUI SAP CRM UI SAP Portal Business Workspace DocuLink for SAP (SAPGUI) MS Windows Explorer Tab Integration (SAPGUI) xecm Web UI MS Outlook/Lotus Notes 2012 SAP AG. All rights reserved. 10

In Theory, Retention Management is Straightforward Simplified Content Lifecycle Simplified Data Lifecycle Create Collaborate Create Validate Destroy Destroy Distribute Use Archive Archive Numerous Records Management solutions are able to retain and destroy content per policy Numerous Archiving solutions are able to retain and destroy data per policy 2012 SAP AG. All rights reserved. 13

However, For Real World SAP Customers, There are Two Important Challenges Challenge #1: Most enterprise content is interconnected with Data from SAP Challenge #2: SAP Data is complex, with numerous hierarchies and internal references Email Correspondence Maintenance Manual Sales Order Customer Information Functional Location Employee Data WBS Element Lawsuit Performance Review Using different retention engines/schedules for content and SAP data can create chaos No external solution can manage retention of SAP data on a granular, object level 2012 SAP AG. All rights reserved. 14

SAP Offers A Solution to Holistically Manage SAP Data, SAP-Related Content and All Other Enterprise Content Unified Retention and Destruction 1001 0100 Records Management for Content 1001 0100 1001 0100 Lifecycle Management for Data SAP Extended ECM Netweaver ILM Retention rules set based on associated SAP object Physical records mgmt (barcoding, space mgmt, check in/out, etc) Support ediscovery and legal holds Permanent audit-trail Automated destruction process DoD5015.2 compliance Unified Archive for Data and Content SAP Document Access Secure and scalable Supports images, data, content Integrated with retention engines (Extended ECM and ILM) Retention rules set based on associated SAP object Supports SAP data hierarchies and business references Support ediscovery & legal holds Permanent audit-trail Automated destruction process Synchronization of data and content destruction processes 2012 SAP AG. All rights reserved. 15

Manage Enterprise Content in Context of Structured Business Processes Core Business Processes Content Old Paradigm Content Managed Separately from Core Business Processes Preserve/Destroy Content enriched Business Processes New Paradigm Content Integrated With Core SAP Business Processes (e.g. FI/CO, MM, HCM, SRM, CRM) Preserve/Destroy Create/Capture Create/Capture Store/ Secure Review/ Collaborate Store/ Secure Review/ Collaborate Access/Distribute Access/Distribute 2012 SAP AG. All rights reserved. 17

SAP Extended ECM Content-enables Numerous Processes across the Enterprise Lightweight 3rd party collaboration Enhanced project mgmt (quality, store lifecycle, etc.) Supplier correspondence management Supply chain record keeping Enterprise asset mgmt (maintenance, grid construction, etc.) Lifecycle mgmt for maintenance records Bid to cash documentation Market research Collateral mgmt Multi-channel customer service records Case Management (investigations, fraud, incident, accident) Planning/Product Development Supply Chain Operations Sales & Marketing Customer Service Human Resources Finance IT Legal Benefits lifecycle mgmt HR record retention Policy management Multi-channel correspondence mgmt Procurement contract lifecycle mgmt Dispute mgmt Strategy mgmt Consolidate ECM systems Legacy decommissioning Archive data and content Process changes carry forward ECM integrations Global retention policies Automated compliance Fast e-discovery Contract mgmt 2012 SAP AG. All rights reserved. 18

SAP Extended ECM for Enterprise Asset Management equipment failure analysis 1. Notification of Failure 2. Tear Down 3. Repair 4. Start-up Conduct Equipment Failure Analysis Monitor asset condition Create maintenance notification, specifying technical object, urgency, and symptoms Review downtimes with production shift planners Mitigating production impact Review Maintenance Work Package Work clearance Field Level Risk Assessment Begin equipment teardown Assess asset condition, issue parts requisition Collect data: physical parts, photographs, interviews, etc. Review associated equipment documentation Correspond with equipment supplier/oem Review lab tests Complete analysis and make recommendations Record actual work hours and parts used In case of corrective action, the notification is updated with the found cause Work order completed technically and commercially and then closed Equipment is back online Maintenance schedule revised Inventory updated Plant Operator Maintenance Technician Reliability Engineer Maintenance Technician Plant Operator 2012 SAP AG. All rights reserved. 19

SAP Extended ECM for Enterprise Asset Management equipment failure analysis 1. Notification of Failure 2. Tear Down 3. Repair 4. Start-up Conduct Equipment Failure Analysis Create Maintenance Notification Create Work Orders Scheduling and Fixing Completion SAP Extended ECM SAP PM Define Scope of Analysis Initiate Analysis Conduct Analysis Recommendations Records Management 2012 SAP AG. All rights reserved. 20

Combine ECM With SAP to Achieve Three Enterprise Goals for Unstructured Content End Users Need to Collaborate Preserve/Destroy Create/Capture Store/ Secure Review/ Collaborate Access/Distribute Process Owners Require Process Completeness Compliance Officer Needs Information Governance 2012 SAP AG. All rights reserved. 23

SAP Portfolio of ECM Solutions by OpenText Portal Content Management Portal Site Management Digital Asset Management Document Presentment Employee File Management Travel Receipts Management and OCR Invoice Management and OCR Extended ECM Document Management and Collaboration embedded into SAP NetWeaver Portal and Enterprise Workspaces Powerful Intranet/ Extranet authoring and publishing embedded into SAP NetWeaver Portal and Enterprise Workspaces Optimized management of rich media assets Integrate media into marketing communications Automate document generation and personalization (e.g. billing statements) Automate HR File administration and enable self service scenarios Automate receipt handling and streamline expense management process Minimize data capture effort and human intervention Streamline accounts payable processes Best-of-breed ECM with unique SAP integration and process support. Enterprise Records Management Document Access 360 degree information access Document Access 360 degree information access Archiving Secure, compliant, cost-efficient storage of information Archiving Secure, compliant, cost-efficient storage of info. Extended ECM 2012 SAP AG. All rights reserved. 24

Example Benefits of Combining Content with Processes Make revenue generation more efficient o Shown to expand marketing program effectiveness by over 600% Reduce operating costs of core business processes o Common process improvements can improve efficiency by 20-70% Minimize regulatory and legal risks and costs o Average cost of non-compliance is $9.4m/yr, with risk of much larger penalties Reduce the complexity and cost of your information environment o TCO improvements commonly in multi-million dollar range 2012 SAP AG. All rights reserved. 25

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