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United Airlines: Establishing a Document Management Center of Excellence

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.

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United Airlines: Establishing a Document Management Center of Excellence

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  1. United Airlines: Establishing a Document Management Center of Excellence Robin Wilen Manager, Document Management Center of Excellence

  2. Introduction – United Airlines • Documentum history @ 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

  5. The Price of Success

  6. What is a Center of Excellence? Center of Excellence

  7. Center of Excellence Drivers Reorganization of IT Division Hardware and software uniformity Defined metrics & feedback loop Defined document/content templates Reuse of workflow applications

  8. What Will the Document Management CoE Look Like?

  9. Step 1 - Charter • Scope • Objectives • Success criteria • Challenges and risks

  10. Charter - Scope, Objective, Success Criteria, Challenges Categories of ECM Web Content Management Document 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

  11. Charter - Scope, Objective, Success Criteria, Challenges Categories of ECM Web Content Management Document 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

  12. 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.

  13. Charter - Scope, Objective, Success Criteria, Challenges Compliance Visibility Content reuse Accessibility Collaboration Management Manpower Paper Cycle times

  14. Charter - Scope, Objective, Success Criteria, Challenges • Division buy-in • Governance/adherence • Business initiative impacts • Job responsibility changes • New technology adoption

  15. Step 2 – Conceptual Model • Gap analysis • Benchmark report • Value proposition • Education plan & materials

  16. OEM's Frame Wang MS Word Visio Canvas Paper 4D CATIA PDF/TIFF Maker FileMaker MS Pro Access Main- frame OEM's CDs Files on FileMaker MS Wang File Domino Vignette CATIA Documentum Pro Access Servers 4D MS Word Frame Paper Maker FileMaker MS Visio Domino Microfilm Canvas Vignette CATIA Documentum Pro Access Author/Edit Workflow/Repository–Content Management Content Distribution Concept – Gap Analysis, Benchmark, Value, Education As Is

  17. Author/Edit Workflow/Repository–Content Management Content Distribution 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 Main- frame OEM's CDs Files on MS FileMaker Vignette Wang File Domino CATIA Documentum Access Pro Servers 4D MS Word Frame Paper Maker FileMaker MS Web Domino Microfilm Canvas Vignette CATIA Documentum Pro Access

  18. Concept – Gap Analysis, Benchmark, Value, Education

  19. Concept – Gap Analysis, Benchmark, Value, Education Reduce cost of ownership Leverage IT expertise Compliance Security Reduce publishing cycle times

  20. Concept – Gap Analysis, Benchmark, Value, Education Education Plan and Material • Overview • Definitions • Engagement • Solution examples / scenarios • CoE Roles

  21. Step 3 – Detail Design • Activities • Implementation strategies • Staffing requirements

  22. Line of Business Doc Mgmt CoE Proposal Design Development Deploy Closeout Analysis Concept Build Test Integration Testing Acceptance Testing Document Test Results Customer Signoff 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 Field Training Change Management Approval Business Process Transition Deliverable Acceptance Performance Result Customer Support Customer Interaction - Project Management - Issue Resolution - Budget Management Develop Integration Plan Develop Doc Conversion Strategy Define Doc Mgmt Business & Information Rqmts (incl. usage, storage, retention) Estimate effort, cost, and resources Production Monitoring Customer Support Systems Testing Unit Testing Acceptance Testing Support Define Doc Mgmt Cutover steps Prepare Doc Mgmt Usage Training Manual Implementation 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 Define Doc Mgmt Scope Prioritization Assist with Feasibility Study Define Project Team Intake Management - Resource Management - Work Coordination - Issue Resolution Design – Activities, Implementation, Staffing

  23. Design – Activities, Implementation, Staffing Functional responsibility matrix Legend: R – Responsible; A – Accountable; C – Consultative; I - Informed

  24. Design–Activities, Implementation Strategies, Staffing

  25. Design–Activities, Implementation, StaffingRequirements

  26. Step 4 – Processes & Metrics • Intake process • Prioritization • Success metrics

  27. Process & Metrics – Intake, Priority, Success Metrics

  28. Process & Metrics–Intake, Priority, Success Metrics New Projects Enhancements Break/fix Step Activity Participants Frequency

  29. Duration 3rd initiative Initial 2nd initiative Subsequent initiatives Process & Metrics – Intake, Priority, Success Metrics Reusability 65% 50% Components 25% 3rd initiative Initial 2nd initiative nth initiative Time to market Out of the box Customized

  30. Step 5 – Budget Requirements • Staffing levels • Tools/software

  31. 2 Solution architects 2 + Business analysts 1 lead + 3 developers Content management 1 lead + 2 developers Content Engineering 1 lead + 2 developers Content publishing Budget – Staffing Levels, Tools/Software Staff augmentation: smart sourcing

  32. Documentum PTC/Arbortext Arbortext Styler XMLSpy eRoom DTD Author/Capture Manage Publish Deliver Captiva Specialized Word Repository (Store) Web Publisher Archive (Preserve) Budget – Staffing Levels, Tools/Software

  33. The Result

  34. Who We Are and What We Do Complete services Consult Technical support Develop

  35. Implementation Model

  36. How We Do It • Initial dialog with IT Line of Business • Intake form completed • Content management needs assessment • Determines CoE resource needs

  37. Content Mgmt Needs Assessment

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

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