Documentum xCP delivers a dynamic application composition platform using a set of pre-built software components that can easily be configured to develop business solutions. By using xCP, partners can configure instead of code – resulting in faster solution development and improved overall profitability.

Related posts:

1. EMC Sets New Standard for the IT Organization EMC is setting a new standard in helping IT organizations...
2. An Embeddable Content Platform for Rapid Application Development: Geoffrey Bock on Documentum Content Server OEM Edition In this podcast, hear industry analyst Geoffrey Bock, principal of...
3. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...

Related posts:

1. EMC Documentum xCelerated Composition Platform – enabling partners to rapidly build and deploy case-based solutions In this video Neville Letzerich, Vice President and General Manager,...
2. EMC Creates Web Services Standard for Enterprise Content Management Enterprise content management (ECM) solutions have enabled organizations to more...
3. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...

Related posts:

1. Information Intelligence: Convergence & Compliance “Convergence is all about being able to use all your...
2. Information Intelligence: Context In this 2nd of 4 slideshows, EMC’s Whitney Tidmarsh, Chief...
3. Information Intelligence: Content Management Realized Humans create more digital information each day than was created...

Related posts:

1. Information Intelligence: Content Management Realized Humans create more digital information each day than was created...
2. Information Intelligence: Community The Internet has radically changed how everyone interacts. An online...
3. Information Intelligence: Context In this 2nd of 4 slideshows, EMC’s Whitney Tidmarsh, Chief...

Related posts:

1. Information Intelligence: Community The Internet has radically changed how everyone interacts. An online...
2. Information Intelligence: Content Management Realized Humans create more digital information each day than was created...
3. Information Intelligence: Convergence & Compliance “Convergence is all about being able to use all your...

Related posts:

1. Information Intelligence: Convergence & Compliance “Convergence is all about being able to use all your...
2. Information Intelligence: Community The Internet has radically changed how everyone interacts. An online...
3. Information Intelligence: Context In this 2nd of 4 slideshows, EMC’s Whitney Tidmarsh, Chief...

Amid the constant changes in how companies interact with themselves, each other and consumers, Gartner blogger Kathy Harris sees plenty of room for improvement in knowledge management in the enterprise. As detailed in the latest McKinsey Quarterly, there’s plenty of experimentation going on at the enterprise level aimed at converting consumer interest online into consumer engagement.

Not surprisingly, according to EMC content management and archiving expert Frank Del Pinto, the expected growth in the WCM market is largely due to the concept of consumer engagement.

The fundamental paradigm shift in how consumers interact online and the resulting expectations have not only influenced site design and redesign, but have also refined what makes an appealing and effective website. Corporate marketers are beginning to align themselves to this paradigm shift and are looking at WCM technologies to capitalize on new revenue channels.

Many WCM providers have embraced Web 2.0 and the market is experiencing an evolution of its own. Companies can now utilize WCM solutions to easily implement engaging and interactive website experiences for their consumers.

WCM solutions that exhibit best-of-breed capabilities and also demonstrate business relevance in other functional areas allow companies to best position themselves as leaders in innovation and next generation web practices.

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...
2. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...
3. The Marriage of Web 2.0 and Enterprise Content Management Today’s Knowledge Worker frequently has a whole new set of...

For more information, read the whitepaper, Managing the XML Revolution: Organizing and Delivering Content Components for Engaging Applications, Best Practices Planning.

Related posts:

1. Enterprise Content Management Overview Understand why enterprise content management is gaining visibility in today’s...
2. Managing and Deploying Web 2.0 in the Enterprise Join Lance Shaw, group product marketing manager at EMC, as...
3. Information Intelligence: Convergence & Compliance “Convergence is all about being able to use all your...

Related posts:

1. Information Intelligence: Content Management Realized Humans create more digital information each day than was created...
2. Information Intelligence: Convergence & Compliance “Convergence is all about being able to use all your...
3. Information Intelligence: Context In this 2nd of 4 slideshows, EMC’s Whitney Tidmarsh, Chief...

Related posts:

1. The Marriage of Web 2.0 and Enterprise Content Management Today’s Knowledge Worker frequently has a whole new set of...
2. EMC Creates Web Services Standard for Enterprise Content Management Enterprise content management (ECM) solutions have enabled organizations to more...
3. Enterprise Content Management Overview Understand why enterprise content management is gaining visibility in today’s...

Related posts:

1. Managing and Deploying Web 2.0 in the Enterprise Join Lance Shaw, group product marketing manager at EMC, as...
2. Enterprise Content Management Overview Understand why enterprise content management is gaining visibility in today’s...
3. XML and Enterprise Content Management XML technologies can solve a broad range of business problems...

To solve this problem, EMC, IBM, and Microsoft are joining forces to lead the drive for the Content Management Interoperability Services (CMIS) standard for repository access. This new standard will offer organizations the flexibility they need to get more from their enterprise content management systems. Download this episode to hear Razmik Abnous, CTO, Content Management and Archiving, EMC Corporation share his insight on CMIS.

Downloadable (PDF) transcripts of this podcast are available in:

English

Italian

German

Related posts:

1. EMC Sets New Standard for the IT Organization EMC is setting a new standard in helping IT organizations...
2. Managing and Deploying Web 2.0 in the Enterprise Join Lance Shaw, group product marketing manager at EMC, as...
3. Enterprise Content Management Overview Understand why enterprise content management is gaining visibility in today’s...

Related posts:

1. The Total Economic Impact of EMC Documentum: Interview with the Analyst Jeff North of Forrester Consulting, author of the commissioned study...
2. Automate Manual Processes with Transactional Content Management Learn about solutions and strategies to effectively manage your paper...
3. Enterprise Content Management in your IT Infrastructure An in depth conversation with Forrester EMC analyst Kyle McNabb,...

Related posts:

1. The Forrester Wave: Business Process Management for Document Processes – Interview with the Analyst In this audio event we speak with Craig Le Clair...
2. Pfizer on Achieving 113% ROI with EMC Documentum Hear from Claire Hogikyan, senior director – Intellectual Property at...
3. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...

Related posts:

1. EMC Documentum xCelerated Composition Platform – enabling partners to rapidly build and deploy case-based solutions In this video Neville Letzerich, Vice President and General Manager,...
2. Pfizer on Achieving 113% ROI with EMC Documentum Hear from Claire Hogikyan, senior director – Intellectual Property at...
3. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...

This is an EMC podcast.

Transcript:

Host: Lance Shaw – EMC Software

Lance Shaw – EMC Software

Hello, my name is Lance Shaw and you are listening to the enterprise content management podcast series from EMC, when content matters. Today, we will be joined on the phone by Bryan House.

Bryan House – EMC Software

Hey, Lance thanks for having me.

Lance Shaw – EMC Software

Hey, glad you could be here. Bryan is the group Marketing Manager on our Strategic Marketing initiatives team. He manages our enterprise content management campaign. So, let’s get started, Bryan, tell us for starters why is content management growing in importance to organizations today?

Bryan House – EMC Software

Sure, Lance, it is interesting because even though a lot of the technologies that make up enterprise content management, things like document management imaging or even ‘Computer Output to Laser Disc’ (COLD) are typically considered a group of established technologies. At the same time, however the market for enterprise content management is really only recently emerged and is changing pretty rapidly, next I think there is really a number of reasons for this.

One is really the growth of unstructured information. It is really exploding within the enterprises, and analysts estimate that the amount of unstructured information within companies is growing anywhere from 60% to 200% every single year depending on the vertical market. You combine that with the average storage cost, really plummeting and almost approaching zero, and we are creating more information than has ever existed. You ever see California Berkley did a study a few years ago that said that we are creating the equivalent of 500,000 new libraries of congruence every single year. It’s to give you some idea the scope of growth of digital information.

Lance Shaw – EMC Software

Right, right, so you give me any ideas on sort of why all these growth in information is occurring today?

Bryan House – EMC Software

Well, I think a part of this can be attributed to human behavior. I mean so to think about your sort of day-to-day routine as a knowledge worker in an organization. So, I mean every one of us myself included we create megabytes of data, and you might hear someone say, I (ph) create gigabytes of data every day but very few of us, if any of us delete much or any information on a daily basis. So, what this means is we are creating more and more information and storing it because storage is cheap within organizations. That’s information that it is in applications that listen databases or sits in our outlook and our personal folders and our C drives.

So, organizations are really looking for central visibility and control of this information both on the structure data and unstructured information size. IDC and to give you an idea that the problems that organizations are grappling with, said that enterprises on average have 24 repositories with large companies having as many as a hundred of repositories creating a whole wealth of information silos and so you know the growth and emergence of enterprise content management is really to address that problem as information is scattered everywhere within an organization.

Lance Shaw – EMC Software

Right, right so you said something a minute ago that maybe need some clarification, you mentioned unstructured content and structured data. There are some big differences there. How are those two types of information different.

Bryan House – EMC Software

That’s great, that’s a great question Lance. When you think about structured data, we would like to describe that as the information that resides neatly in a relational database. It could be organized by rows and columns and really sort of is the driver behind transactional applications ERP, CRM, accounting applications within an organization. Unstructured content or unstructured information it ends up being all the rest of the digital information that exists in an organization from emails and office files to print stream reports from an SAP systems, scanned images of invoices and what not and when organizations try to value how much of one or the other do I have, what we found is that some 20% of the information in an organization is structured. That which means 80% of the information is unstructured in just sort of very loosely organized and managed.

In fact, some of the analysts say that some 90% of that unstructured information in unmanaged and that creates big problems for an organization because unstructured information touches every seat in the enterprise but it is really the most difficult to manage within an organization.

So, whereas over the last 10 or 15 years you have seen companies spend a lot of money to get their structured data under control and under management. Now, they are starting to shift their view to unstructured information either for purposes of compliance driven by things like Sarbanes-Oxley and litigation to get things under control or for process now its management purposes to make their businesses run more effectively and understand what information they have it within their organization.

Lance Shaw – EMC Software

Right, that all makes a lot of sense. So, let me ask you another question for those listening today. Where should companies begin when they are considering enterprise content management or as we like to call it ECM. I mean how do organizations really start to think strategically about ECM?

Bryan House – EMC Software

Sure, you know the critical first step in developing an ECM strategy and this is certainly what we have seen in our customer base is to identify the processes where content matters most to the organization and these are the processes or content is a critical input or output of a process and often times becomes a bottle neck in the efficient process that needs to be addressed. For a Life Sciences companies these areas include new drug applications and electronic lab, notebooks and the RND groups and this is an area where document have 15 years ago really first established itself in the new drug application for the FDA submissions as Geoffrey Moore made famous in his “Crossing the Chasm” book, and that’s a great example for high pain and high opportunity for return on investment.

For manufacturing companies we often see more customers, users, for new product development or engineering change management processes particularly where unstructured information like engineering drawings is linked to things like building materials lists or material specification that are managed in an SAP, ERP system. So, we are making this information more valuable and more accessible to the users but also putting it under control to keep that process moving forward.

Lance Shaw – EMC Software

Alright, excellent so you talk about Life Sciences manufacturing examples and I know there are many other examples of ECM in use today. What are some of the common requirements across these applications?

Bryan House – EMC Software

Sure, for any organization considering an ECM strategy. First step, is really is looking once you have identified those critical business processes as look for an enterprise class platform that can really address and help grow whichever requirements are supposed to address the initial process that you have identified as well as can kind of grow with you as your business evolves and changes. So, the first key piece of that is you just need a platform that can support a complete range of content types that could be expanded over a time to include new information types. We see this today, this podcast is a great example. Who would have thought two or three years ago that podcast will become an information type in audio files within an organization. Now, it is a critical piece, blogs are another example of that.

So a platform that’s going to grow and handle all those information as you think about this vast array of unstructured content within your organization. The second area is process support, the ability to support a wide range of users and business processes from a platform perspective. You can handle the high volume transactional processes associated with invoice applications or accounts payable but as well as support much more dynamic and hard collaborate of processes between teams or across the firewall that need to deliver you information and may come decisions, come to some decision around that information. So, in having that process support really helps you future proof your business in terms of managing that unstructured content.

Then, the last piece of this is an extensible platform that can support growth that can be integrated with your enterprise apps, so whether it is a ERP or accounting or account payable systems that can manage the unstructured information associated with those systems as well as connecting to the authoring environments that your end users live in whether there will be design, applications like Adobe Creative Suite or Microsoft Office or Outlook and things like that.

So, that really but thinking about content types process and extensibility you can really create address a wide range of content applications and sort of think both short term for immediate benefits and return on investments as well as a long term strategy in terms of what is my content management platform.

Lance Shaw – EMC Software

Okay, alright those are excellent points. So, I was thinking about that maybe would be now really helpful to sort of give us some examples, some customer examples of these and how people are using ECM today.

Bryan House – EMC Software

Great, I am happy that you asked, so, and a couple I had thought I had touch on today. The first is Wolters Kluwer. Now there are a very interesting example in the publishing field because what they have done is identified a mission critical content centric business application that’s really the core of their business, their publishing process. So, Wolters Kluwer a medical publishing company, they have 12 locations on four continents and they produce a pretty wide range of information there. They have some 200 medial journals and they have as many as 350 books that they publish. But what is really interesting there is the complexity of all over that. Some of their books have as many as 400 editions, per titles because there is lots of local language translation and sort of follow on editions for text books and things.

I mean, managing complexity associated with that is just tremendous and so prior to implementing a documental system, I mean this process was very manual and really lack of visibility into the flow of content to their publishing process. And the result was they really couldn’t identify issues until a problem sort of came up, couldn’t sort of be proactive in the identification. So, they didn’t realize that manuscript was ready for production till the production line was ready to go and the manuscript wasn’t there, of there were issues in lay out. They weren’t able to find these until sort of that problem became a big problem and then they had to do fire drills.

So, what they were really hoping to address with this global multi-channel publishing process, they built called Pub Fusion was clearly the speed time to market and reduce cost associated with that process. But, then there was sort of key piece, so they needed the ability to deliver content across multiple consumption outlets. The publishing business is changing, so they need to publish to print, Web, PDA, and other outlets simultaneously and they needed an engine that could support that.

So, they show the MC document how to do this and this helped them create a more proactive approach to their publishing process. So, they can identify and address process bottom next earlier, identify problems before they emerge and became significant in sort of fire drills. They were to communicate changes earlier to their customer in their process, its editors and authors in most cases and eliminate their potential revenue losses by meeting the guidelines and commitments they made around advertising and another areas on time and with the content that they said they would. So, it is pub-fusion today. They have some 270s, they are actually producing content with another 500 people touching the system and then involved in the pub-fusion process and where they have really seen the big process efficiencies is that they were able to reduce a 180 work flows that they had in their existing process, down to three standard paper list, work flow processes.

So, their visibility increased dramatically and they were able to get some of the benefits of standardization which helped them really reduce costs and reduce cycle time, they estimate they reduce cycle time by 10% and saved upwards of $800,000 in just nine months last year. So, really it is pretty dramatic benefits there. They have also seen some revenue growth in specific areas, pretty significant revenue growth. So, it has both been a top line as well as the bottom line impact at Wolters Kluwer.

Lance Shaw – EMC Software

Excellent, that’s a great example to me, everybody who is listening today, I am sure is interested in ways to speed time to market and reducing the number of workloads, reducing cycle times and these are all sort of a great example of something that people will all like to be able to introduce into their organization I am sure.

Bryan House – EMC Software

Yeah, exactly, those are common whether you are publishing or whether you are in just about any other industry. The other example, I wanted to touch based on is a company Dow Corning. It was sort of the other end of the spectrum from content management in the sense that they had, they are well beyond sort of identifying that first content management application in a heavy priority on, a immediate return on investment and measurable success. They are now sort of a much more at the enterprise standard for content management.

So, at Dow Corning, they are global manufacturer of silicon-based products and they develop market manufacture over 7,000 products and services around the globe, and they are interesting because they are joint venture and equally owned by the Dow Chemical Company and Corning Incorporated, so a lot of collaborative processes in terms of leveraging the RND that comes out of those and bringing that to market. But, their company that’s been leveraging document for a number of years, now they have multiple content repositories, corporate wide and they are serving more than a 150 content management applications around their organization.

So, examples include Web publishing, application for the global Websites to ensure brand consistency while allowing local and regional experts and business people to contribute content via templates. They do a great deal of collaboration across what across functional teams both inside the enterprise, things like Six Sigma and marketing and product launches as well as the external groups and RND and academia in related industry areas. In their plan operations they have managed a lot of plan safety procedures with document and they have an interesting, very interesting integration with SAP where they shift raw data from an SAP application, then assemble it dynamically and the materials safety data sheets and those data sheets are retrieved from the document repository or their first responder, emergency response Website.

So, a type of critical data that’s related to the operations in safety in their plans being pulled right from document and with all that sort of fail over and provisioning that sort of to ensure that that application is always available. But, if sort of a big picture Dow, Dow Corning they have seen measurable results and most importantly leverage by adapting EMC document and as their corporate standard for content management. So, they are able to deliver improved consistency across key business applications as well as achieve the economies of scale in a compliance secure manner by really going after that 80% of the information that exist at Dow Corning that’s unstructured in providing a framework to really address big pieces of that.

Lance Shaw – EMC Software

Right, now that’s a great example of a company organization that’s really taken content management and applied it to a lot of different business processes, right. That is sort of a great example what you talked about earlier but you may be starting to trying or trying to solve one particular business problems but you want to really lock yourself into a platform that’s going to allow you to service a lot of other issues down the road and other business processes that you maybe haven’t even before seen yet.

Bryan House – EMC Software

Yeah, absolutely and really grow with your business, as your business grows and changes.

Lance Shaw – EMC Software

Yeah, exactly so as we wrap up today’s podcast, I am wondering if you can maybe just give us sort of your top threes critical take away from all this that to lead people with today.

Bryan House – EMC Software

Sure, you know the first part that we always recommend to any of our customers is to start with critical business processes that are content centric, where content is a critical output or objective for that process. The reason for this is these kinds of processes represent the greatest opportunities for return on investment. They can move the needle within the organization to ensure that endusers will adopt and take advantages of system because it helps them with their day-to-day work processes as well as helps show the benefit of content management as your organization sort of thinks about commitment and growth within that system. The second is to look for ways to extend that initial investment once you have made that into adjacent applications.

As with any technology platform, you want to create opportunities for leverage to take advantage of the infrastructure you have invested in and sort of make that and help that to grow within your organization. So adjacent applications is a great way to sort of think and to grow that from that initial investment. And then lastly is just to determine how content management applications and platforms can grow with your business and your business’s changing requirements. When evaluating content management systems you want to assistance that can manage any type of content and process and that exists, integrates seamlessly into your existing infrastructure.

So, it doesn’t require great changes on the infrastructure and you can really focus on in delivering return on investment and helping endusers do their day-to-day work more effectively and successfully by taking advantage of that content management system.

Lance Shaw – EMC Software

Alright, well those are three great take aways and I appreciate it, and Bryan certainly thank you very much for calling in today and joining us on this podcast

Bryan House – EMC Software

Thanks Lance.

Lance Shaw – EMC Software

For those of you, who are listening in today, thank you for joining us and it will certainly encourage you to find more information on enterprise content management systems and as part of your evaluation process, feel free to visit our Website and take a look at what is enterprise content management section. It includes a number of items including a 15 minute sort of evaluation guide for enterprise content management as well as reports from the leading analysts firms on the market and EMC’s leadership position in that market. This content is all available on software.emc.com, thank you for listening, and have a great day.

Related posts:

1. Managing and Deploying Web 2.0 in the Enterprise Join Lance Shaw, group product marketing manager at EMC, as...
2. Enterprise Content Management in your IT Infrastructure An in depth conversation with Forrester EMC analyst Kyle McNabb,...
3. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...

Transcript:

Host: Toni Eddleman – EMC Corporation

Toni Eddleman – EMC Corporation

Hello and welcome. My name is Toni Eddleman and you’re listening to the Enterprise Content Management Podcast series “When Content Matters” from EMC. I’m excited because we have a very special guest joining us today, Claire Hogikyan a Senior Director of Intellectual Property at Pfizer Inc., to discuss with us the Content Management Deployment and why Pfizer has selected EMC Documentum. Hello and welcome, Claire.

Claire Hogikyan – Pfizer Inc.

Thank you.

Toni Eddleman – EMC Corporation

Can you take a minute and tell us a little about yourself, Pfizer, and your role at Pfizer?

Claire Hogikyan – Pfizer Inc.

Sure, the Pfizer Incorporated is a multinational pharmaceutical company that is dedicated to better health and greater access to healthcare for people and their valued animals or companion pets. Pfizer’s purpose is helping people with longer, healthier, and happier lives. Personally, I’m a Senior Director in the Intellectual Property or IP Department, which is a part of the Corporate Legal division. I have responsibilities for what’s called the Global Legal Information Science Team or what we refer to internally as ‘GLIST’. The IP Systems Infrastructure Team and IP Communications, and I’ve been with the company for 20 years.

Toni Eddleman – EMC Corporation

Wow, 20 years that’s just great. Can you describe for our listeners the content management platform you’ve implemented and the business processes it’s currently addressing today?

Claire Hogikyan – Pfizer Inc.

Yeah. In November 2003, the Senior Vice President and Associate General Council responsible for the Global Intellectual Property Department made a business decision that would fundamentally change the way we do business. He decided that if we were to succeed in the global and fast-paced business world, with its ever increasing demands or speed of action and global collaboration then we needed to implement what we then called a “Paperless Office”. While the project took off it was quickly renamed to “EFR”, which stands for Electronic File Room. It seemed the phrase of ‘Paperless Office’ was a bit too much for our colleagues to accept. Then in August 2004 the EFR IT Team delivered a prototype of EFR based on the EMC Documentum and platform.

The goal was to completely replace the paper IP file, or patent, trademarks, and IP enforcement with fully text searchable documents in Adobe PDF format, because Pfizer is the result of number of mergers, the business processes of these practice groups had not yet been harmonized. But, part of this process entailed the team working very closely with the client to establish a consistent business process that would be followed globally, and that consistent process was put in place in an electronic system. This was critical to the success of the EFR project in the end and also helped with acceptance of the system.

There are two basic business processes the EFR addresses, the first is the drafting and filing of patents and trademark documents with governmental organizations such as the US Patent and Trademark Office, the European Patent Office and the Japan Patent Office and the second process focuses on the IP Enforcement Practice Group, which has the primary responsibility of ensuring enforcement of valid patents and trademarks, thereby protecting Pfizer’s intellectual property assets.

Toni Eddleman – EMC Corporation

You fairly have leveraged the content management platform in your Intellectual Property department leveraging your Electronic File Room as a true global deployment. Now, why did Pfizer select EMC Documentum for the Content Management Solution?

Claire Hogikyan – Pfizer Inc.

Well, given the global nature of Pfizer and the sheer volume of historical information but active files that needed to be scanned into EFR, which we estimated to be approximately four million pieces of paper we really needed a document management solution that was flexible, reliable, and scalable. In addition, Documentum was a product already very much used throughout Pfizer and therefore we had an existing knowledge base from which to draw and leverage for guidance and support.

Toni Eddleman – EMC Corporation

Now, that you’ve leveraged Documentum in your EFR deployment for the past several years. Can you tell us a little bit about the key business and IT drivers behind your deployment of this system?

Claire Hogikyan – Pfizer Inc.

Yes and I alluded to some of these in my previous answer. In summary though, I would say the key business and IT drivers were the fact that we wanted a single repository that was globally accessible. The system had to be highly available with help desk support in seven time zones. It had to be relatively easy to use and I know the concept of being user friendly is over subscribed to, but the reality is we were taking paper away from approximately 150 attorneys and if they couldn’t use it then it would all have been a monumental waste of time and resources. We had to reduce or eliminate onsite storage of paper files, we needed to improve file integrity with the introduction of standardized business processes and finally we had to optimize the use of our human resources.

Toni Eddleman – EMC Corporation

Truly a great summary of the drivers and I would believe that several of our listeners would be faced with some of these similar business and IT drivers. Now, what are some of key benefits you’ve realized from implementing and deploying a Content Management Solution?

Claire Hogikyan – Pfizer Inc.

First and foremost, business critical files are now available in a secure and consistent manner for all IP colleagues from their desktops, wherever that desktop may be; that includes being in the office, working from home, or on the road. As long as the attorneys has access to the Pfizer Intranet, they’d have immediate access to any documents they have permission to view and of course they can download a copy of any file they need for use, when they don’t have access to the intranet but need access to the file. This is leaps and bounds better than having a single hardcopy of each file in one location and finding that it is needed in another location and either has to be boxed up and shipped or faxed one page at a time.

Additional benefits I would say include the ability to copy and paste text from scanned document, all of which goes through an OCR process and you can copy that text into a new document, thereby saving time in drafting responses for example to your official action or drafting new applications based on previous ones. EFR has also increased file integrity over the paper based method; just think about what happens when someone accidentally files a piece of paper in the wrong folder in the physical file room with thousands of folders, finding it is truly like looking for a needle in a haystack. With EFR we have full text searching available, so as long as we have a sense of what text is on the missing paper we have a really good chance of locating it and then filing it properly.

Toni Eddleman – EMC Corporation

I would say finding that piece of paper is harder than finding a needle in the haystack in some instances. On the topic of benefits, a common question that I’m asked is how do we quantify Return on Investment for your Content Management System, and what type of measurable benefits have you achieved?

Claire Hogikyan – Pfizer Inc.

Well, we had an opportunity to work with the Forrester Consulting group on this very topic. Obviously, this was a significant project and it was important for Pfizer to understand the ROI, so we worked with Forrester on completing a Total Economic Impact or TEI Study. The result of the Study were quite stunning, after adjusting for risk we achieved a 113% ROI with a break-even point or a payback period of just 18 months after deployment.

Our risk adjusted Internal Rate of Return was 73%, these are of course numbers management can live with and indeed likes to see when making capital investments in projects, not to mention committing a significant amount of human resource out of it. On top of the ROI, we also now have in place a fully supported and scalable Document Management System and infrastructure already being leveraged throughout their Legal Division to meet other document management needs and this will only add to the ROI over time.

Toni Eddleman – EMC Corporation

These are really great results and I think it’s something that our listeners can leverage and use for their own deployment, and that just kind of wraps up my next question I’d like to end with is what sort of practical knowledge can you share with our listeners that are creating their three to five years plans for their Content Management System?

Claire Hogikyan – Pfizer Inc.

Well, the first thing I want to emphasize is the importance of senior management support for a project of this nature. When you’re fundamentally changing the way people do business it is absolutely critical to have the ongoing and visible support of a senior sponsor. It is not enough to appear at the beginning of the project, say a few words of wisdom and then leave it to the IT team to get the job done. Secondly and equally important is the selection of the people who’ve worked on the IT Team. You do not need a large consortium of people; our team in fact consisted of seven core members.

You need the right mix of people and leadership, who are knowledgeable, willing to learn from each other, and who take unique approaches to the seemingly never-ending list of challenges that come up with a project like this. Be sure to get the best Principle Architect, you can from the outset and then let that person do what he or she does best and don’t make them waste time sitting in business or political meetings. Use the company resource who knows the people, and the business process, and who has some clout to sit in on their business meetings. Third I would say design the interface and then make something people are used to seeing, find out if there was another application they use all the time in their day-to-day work that they know and love, and if so copy it, it’s the best form of flattery and it makes implementation so much easier.

Design in multiple ways of doing the same thing, when people are forced to fundamentally change what they do everyday, which they don’t like one way, you will have alternatives to offer them which will ultimately increase the rate of acceptance. Finally, think beyond a single project or use of EMC Documentum you would be investing capital and human resources and depending on the size and scope of the project that may well be significant. You want to do a project like this properly and not cut corners. As I mentioned earlier, if you have planned ahead to use the infrastructure and software investment to meet other business needs, it will only increase your ROI.

Toni Eddleman – EMC Corporation

Claire that’s some great tips and I just want to thank you again for joining us and sharing your insights you’ve gained in deploying your Enterprise Content Management Solution at Pfizer and it’s been a very informative discussion. I also want to thank you, all of our listeners for tuning into the “When Content Matters” podcast series from EMC. For more information at Pfizer solution go to the software.emc web site and download the White Paper titled, “Forrester Consulting the total impact of EMC Documentum”. In addition I encourage you to learn more about our content management products and solutions at the software.emc web site, where you can also download additional podcast or subscribe to a number of EMC RSS podcast feeds. Thanks again.

Copyright ©2006 PodTech.net. All rights reserved. Privacy policy

Related posts:

1. The Total Economic Impact of EMC Documentum: Interview with the Analyst Jeff North of Forrester Consulting, author of the commissioned study...
2. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...
3. County of San Diego on Their ECM Deployment In this podcast, we hear from Kim Hatfield, group IT...

Transcript:

Host: Bryan House – EMC Software

Bryan House – EMC Software

Hello and welcome to the EMC Podcast, When Content Matters. My name is Bryan House. Today’s discussion is on transactional content management and we’ll cover our solutions and strategies that you consider to address your paper management challenges. I am joined today by my colleague, Naomi Miller. Hey! Naomi.

Naomi Miller – EMC Software

Hello.

Bryan House – EMC Software

So, Naomi we can start as you take a minute to introduce yourself to our audience.

Naomi Miller – EMC Software

Sure. My name is Naomi Miller as Bryan mentioned. I am the Director of Product Marketing for our Transactional Content Management focus. I have been at EMC Documentum for just about six years now. Actually I have a background as a customer, where I worked at Hewlett-Packard and helped, manage and implement some of our content management strategies using Documentum. So, I have some good hands-on experience, as well as a lot of experience of Documentum.

Bryan House – EMC Software

Well, great. So, to start the discussion today, can you provide us maybe with an overview of transactional content management?

Naomi Miller – EMC Software

Sure. It’s a bit of a new terminology for those of you who followed the content management space. You could think of Transactional Content Management as kind of focused on your back office processes, those processes, which are transactional in nature and result in some sort of transaction happening in your company. These processes are often very paper heavy and are very traditionally, very manual in terms of their processes, cumbersome processes and time consuming processes. The Transactional Content Management approach that EMC Documentum takes, helps to streamline that whole process, helps to eliminate as much of the paper as possible to digitize that content, and to make that content available at the right time, in the right place, as part of that transactional process.

Bryan House – EMC Software

Great. So, you talk on a couple of the challenges there, maybe we should dig in a little bit more, we talk about manual processes and paper. Can we — you maybe go a little bit deeper on what some of the challenges companies face in dealing with paper in their organizations?

Naomi Miller – EMC Software

Sure. Most people could probably resonate with this in terms of those processes being quite cumbersome, very inefficient and obviously they not lead to a more and more expense. The one of the challenges is that, it isn’t just paper, although that is a large part of the process, there are also electronic documents you need to deal with, sometime EDI or XML files, and the papers. So, you need a much more holistic way of how you managing that information.

Accessing the information is probably one of the biggest business challenges. So, if you are a person, as part of that process, for instance one of the processes we look at is invoice processing, very manual, cumbersome process, where accessing the right information to — and properly execute that process can be quite difficult. It causes the requirement for very a leaner process, right only one person can be working on the file at any one time that obviously elongate that process unnecessarily.

As you can imagine this can also be quite a compliance nightmare not everybody knows where the right paperwork is. You don’t always know for sure that you are looking at the right version of the supporting documentation. Perhaps one of the biggest business challenges customers face, is the ability to really respond quickly to a customer inquiry. Every company, whether you are in financial services, or in manufacturing you are looking to always improve your customer service. And when a customer calls and/or a partner, or even a supplier calls to inquire about the state of their transaction with you, to the degree and you can’t answer pretty efficiently and pretty rapidly, you are then at a disadvantage over your competition.

Bryan House – EMC Software

Great. So, you started such a little bit on applications or business processes where this can be applied. Can you talk a little bit more about areas within businesses that are more visible or tangible in the Transactional Content Management market?

Naomi Miller – EMC Software

Sure. At a horizontal level most companies could probably recognize as I mentioned I kind of talked about these as back office processes. Your accounts payable and even your accounts receivable processes are usually very cumbersome and manual today. You could look at your legal and HR processes as well at a horizontal level. And then if you were to look into individual vertical areas, financial services probably has some of the biggest challenges in the space, you think about it essentially what financial services companies create is paper, is information, and so their processes often can be quite paper heavy, quite manual. Any individual who purchased a home could resonate with the very paper based, somewhat complex back and forth process of taking out a loan.

So, Mortgage origination, loan origination is just a prime example of where we can make that a lot of efficient. Insurance companies, we all have filed claims. Medical claims, auto-insurance claims, and so forth, the claim processing is another great target for this. Processing applications, we have examples and in government, and in education where the whole approving of an application, or the enrollment of a new student, or a new citizen in a program is also another good example.

Bryan House – EMC Software

Great, great. Certainly, I think we all experienced refinancing our mortgages so we all understand the paper involved in that on the end user side. So, we talked a lot about applications and some of the challenges, can you talk little about how companies can put solutions in place and what that means on the nuts and bolts side?

Naomi Miller – EMC Software

Sure. It’s important to note it may already be obvious to you that in a Transactional Content Management environment it isn’t just about the documents and the papers, it’s also about the transaction. So, one — I think really important element is the right understanding of what your transactional system is? What its requirements are? Who accesses that information? And what additional information do they need? So, there are certainly line of business, ERP, back office applications that need to be taken into consideration. There needs to be the right level of integration, so that to the degree we are managing, supporting documents as part of the transaction, when we have the right level of integration and seamlessness between those systems.

Certainly, scanning and imaging and digitizing content is not necessarily new, but typically what would happen is that would often get done at the back end of a process. So, you go through the full refinance process for instance, in a very paper rich process and then at the end when that loan is funded, organizations certainly would scan and digitize that content for archiving sake. Now, what we see is much more of a trend of moving that digitization and automation process upfront, so that you can truly see an ROI, you can really shorten the total amount of time that process takes to complete, as well as, in archive and retaining that information.

Bryan House – EMC Software

Excellent. So, can you talk about the — you just started to touch on the benefits company start to see from thinking holistically about Transactional Content Management? Can you go a little bit further into what those expected benefits might be?

Naomi Miller – EMC Software

Sure. The nice thing about this area is that very often organizations can see a very tangible return on their investment. Certainly there are costs, tangible costs associated with handling paper, filing papers, storing paper, copying paper, forwarding paper and you can often add those up and there are a good deal of those costs and you can’t actually eliminate. We have got examples for instance, financial services companies with distributed locations, who can simple eliminate their FedEx cost. Often times in branch locations, you would collect the day’s paper work, put it into big red envelopes and ship it across the country or wherever you need to ship it and so definitely a cost associated with that.

The other true benefit, tangible, but maybe not as — well it is ROI associated, but can’t necessarily add up that exact cost, and that is the compliance aspect. So, you collect all the paper work, you put it into envelop, you ship it across the country, who knows what is going to happen to it, that’s a compliance risk.

So, being able to automate that information, digitize that information, retain it really starts lower your compliance rest and as we mentioned perhaps again not as added up in terms of dollar and cents, but clearly giving you competitive advantage in terms of customer responsiveness is really a very big benefit. Being able to shorten the amount of time, it takes you to make any one decision. The amount of time, you can say, in responding to your customer inquires can be priceless in terms of your competitive position on the marketplace.

Bryan House – EMC Software

Great. I know one of the customer case studies that really resonates with me, I think about the spaces Cincinnati Insurance and one of the things that I really like about that story is that, is all of the things that you describing here are really behind the scenes and integrated into their SAP Claims Management System. So for the end users, utilizing this as part of their SAP environment, can you talk a little more about that case study?

Naomi Miller – EMC Software

Sure. It’s a really terrific one, people can find that on our website for more detail, but essentially we put a solution in place for Cincinnati Insurances. Our claim adjustors out in this field investigating large personal and casualty insurance claim. And that’s an environment, which is very content rich, adjustors have to go out and inspect damage. They take notes, they take picture, and they have supporting documentation. In the old days they would fill out by hand long forms. They would collect their notes. They would process their pictures. They would put them into FedEx packages, and to read it four weeks later, they would get a claim put into the system.

Today that’s all done very electronically. So, they have personal scanners where they are able to digitize their content via the Web. They are able to fill out their forms online, and a claim can essentially be put into the system in a matter of days, maybe even some times hours as opposed to weeks. So, not only do they have that immediate information now available to themselves, to the home office, and to the customer, they have also eliminated a lot of those shipping charges, and a lot of the paper cost.

So, it’s really been a traffic solution and then when the information comes in electronically, as you mentioned it’s automatically connected to their SAP Claims Processing Systems and once the claim is paid out that information is all archived on EMC storage devices as well. In a Archiving environment it’s got a much lower cost than high end storage. So, they really there got a very end-to-end, all the way from capture through the business process phase and through the archiving phase.

Bryan House – EMC Software

Yeah. It’s a great story you really get to see too when you think about a transactional process how many different types of content make up a claim in this case, or any sort of business process?

Naomi Miller – EMC Software

Exactly. As I mentioned it’s not just paper, it’s really about I am including paper in with your electronic content, digital photos and everything else, so that you have everything you need to complete that transaction as quickly as possible, with the most accuracy as possible, and at the least amount of cost.

Bryan House – EMC Software

Yeah, that’s great. Well, Naomi, I want to thank you for joining us today. This is a great discussion.

Naomi Miller – EMC Software

You are welcome. Thanks Bryan.

Bryan House – EMC Software

You are welcome and I also want to thank all our listeners for tuning into the, When Content Matters podcast series from EMC. I encourage you all to learn more about Transactional Content Management Solutions, as well as our other content management products at software.emc.com, where you can also download additional podcasts and subscribe to a number of EMC RSS podcast feed. So, I want to thank you everyone for joining us today and call better up.

Copyright ©2006 PodTech.net. All rights reserved. Privacy policy

Related posts:

1. The Forrester Wave: Business Process Management for Document Processes – Interview with the Analyst In this audio event we speak with Craig Le Clair...
2. Enterprise Content Management in your IT Infrastructure An in depth conversation with Forrester EMC analyst Kyle McNabb,...
3. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...
2. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...
3. County of San Diego on Their ECM Deployment In this podcast, we hear from Kim Hatfield, group IT...

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...
2. County of San Diego on Their ECM Deployment In this podcast, we hear from Kim Hatfield, group IT...
3. The Marriage of Web 2.0 and Enterprise Content Management Today’s Knowledge Worker frequently has a whole new set of...

Transcript:

Host: Bryan House – EMC Software

Guest: Geoffrey McCaleb – EMC Software

Bryan House – EMC Software

Hello and welcome my name is Brian House and you are listening to the Enterprise Content Management Podcast series, when content matters from EMC. In today’s Podcast episode we’ll be listening to an interview with Geoffrey McCaleb from Read Elsevier discussing their implementation of EMC Documentum specifically for publishing. This interview is a long form version of a video testimonial with Geoffrey that is also available on software.emc.com, let’s listen in.

Tell us your name?

Geoffrey McCaleb – EMC Software

Geoffrey McCaleb, I am the Content Management Architect for the EMC platform at Elsevier. Essentially my role looks at the entire architecture that we’ve developed and all specific applications that sit on the EMC Documentum Platform.

Bryan House – EMC Software

What did you do?

Geoffrey McCaleb – EMC Software

We sat down and try to think of where the Documentum Platform would be with us within the next two- to-three years because when we first rolled it out we had just one application, but we knew as a platform it was going to be capable supporting multiple applications, dozens type applications. So, we essentially try to sit down and map out where we would be within two- to-three years and so far we’re tracking fairly close to that.

Bryan House – EMC Software

Which one of the software from EMC are you using?

Geoffrey McCaleb – EMC Software

We’re using eContent Server, media services on the backend. We’re using Webtop, Web Publisher, DA, DAMtop on the front end. We’re also preferably releasing a lot of custom business objects and on the site, Site Caching Services and I think that’s pretty much of it.

Bryan House – EMC Software

With the perform model we have a lot of problem?

Geoffrey McCaleb – EMC Software

I think, whenever you do any sort of large scale enterprise deployment you’re going to have some wrinkles, but I think considering the size of what we’ve done in the magnitude of what we’ve done. I think it is pretty much track what are our expectation were. We built out a very major large scale three tier architecture and didn’t have anything that really required any assistance it was just fairly should work to be honest.

Bryan House – EMC Software

Was there anything about the EMC Documentum solutions that you put in that surprised you with their effectiveness or fell short and?

Geoffrey McCaleb – EMC Software

I think, my biggest surprise coming from the software architecture background, I’ve dealt with implementations across the board for the last 15 years and the one constant is that you’re always expected to double, the amount of time you use to do a deployment of any sort and installation, configuration there’s always a problem, with the Documentum setup it was literally point and click. All we had to do was find out our database name, find out our user name in a way we want and it was very straightforward and I did it and I maybe an architect, but I am definitely not a sys admin, nor do I pretend to be, but if I am unable to sit down install a piece of software like Documentum both on the back end and on the front end then your own technical teams, regardless to the skill set should be able to pick it up fairly easily.

That’s the important because you’re sitting around, you look around at the convention that you are at today and you see a lot about the solutions of what they can give you, what they can bring you, but the two things that I’m always asking is how do I built it and how can I support it. Now with Documentum EMC it’s very easy to build out the solutions and customizations, you can extend their platforms quite easily. All the actual development tools that need to use and you need to interact with, are all Java based. So if have Java developers presently in your team, it’s quite easily to get them ramped up to work with Documentum.

So it’s not like as big crazy, “Oh how am I going to get my team wrapped through on the concept what the Documentum is,” is really quite easily. And with support I have to say, since the EMC acquisition Documentum supports has just been stellar, it is incredible. You put in a support request for any reason, within an hour or two you get a call back, you get resolution, you get a response and not a lot of software vendors can say that and that’s very important because you want to make sure that, “Yes will they come in and do what I need to do?” Yeah that’s just one side of the equation the other side is, “Will I actually be able to give it the business value that I’m looking for?” “Will I actually be able to support it and make sure that my business owners are happy with the level of response that they are getting.”

There’s a lot point of the equation because with Documentum at least how we’ve implemented it sort of is a cogwheel and integration piece that’s just run many, many components. As if yeah we’ve had some support wrinkles here and there, but none of them have been to the point of actually Documentum being a real cause, it’s just normal standard day to day operations that you would come to expect in a major enterprise.

Bryan House – EMC Software

Do you have any home built solutions that are mixed in with the Documentum Platform?

Geoffrey McCaleb – EMC Software

No, no, again.

Bryan House – EMC Software

So you are using pretty much what they are supplying, are you using them in tandem with other?

Geoffrey McCaleb – EMC Software

We’ve integrated Documentum to a number of other environments like Oracle Financials for instance. We have a (Inaudible) environment that handles a lot of number of scans. Predominantly what we’ve chosen to do, is we have a number of legacy applications that have been built say five years ago, six years ago, even three or four years ago, instead of trying to shoehorn them into a Documentum environment, we prefer to either upgrade them actually bring them into the Documentum environment as a full fledge application, or to try augment in some other ways. So, we don’t want to build on bad code, we’d rather just build everything within the applications, within the platform.

Bryan House – EMC Software

Is there anything that you think you had a unique (Inaudible)?

Geoffrey McCaleb – EMC Software

I can probably touch one comment that I was looking to make, just the sort of hit home where I feel that Documentum has brought us, which is the old software paradigm of the cathedral versus bizarre, historically that’s always been either or situation you could definitely have one or the other, but not both. I think one of the things that Documentum or EMC Documentum has done for us, is that we in a sense have both. Documentum does bring you to stable platform that is very, very well supported, very well standardized, but they also do give you ability to extend that platform, using various components like business objects, business objects framework, DFC.

You can actually build out what you feel, you need for your business if your business requirements don’t met something within in the Documentum chances are, you can extend it. In our personal organization we’ve added in XML inline editing. We’ve added documents Word to XML conversion, we’ve added our own custom file transfer utility and we’ve done all of these things and there live within the platform and when we come to upgrade, these customization are lost, they’re actually still part of that framework as we push it forward. And I think that sort of mix has really given us the kind of flexibility to keep with Documentum as we push forward version upon version because there’s no chance the Documentum is going to meet our exact requirements.

Any company who says that can do that to you, frankly is living too much in presentation land. EMC Documentum actually can give us that platform of what we can build on, but we can still extend as we need. Well, again because what Documentum brings us, we don’t really worry about the future in that sense because we have an open standards base repository. We have our content as it were stored an open standard format. We have the ability now to push the multiple devices though to be honest with you, I think the needs to actually execute that is probably another year off, but to simplifies this, we’ve the ability to do that.

Bryan House – EMC Software

How does the future look? How is the comfort level of your job now compared to where it was before?

Geoffrey McCaleb – EMC Software

The only downside of EMC Documentum I guess you could to say, is that now that the business has seen the potential, I’ve got more work than I can possibly do with. Once the business has really seen the potential they want in and that’s the one downside I guess you could say, they want in that we’ve got back office applications coming up on our pipeline, we have front office applications. As we mentioned before, we’ve got a number of journals and publications that are looking to ramp up to us. So, I think that’s the only negative side if you can call it a negative.

< !—End Transcript -->

Copyright ©2006 PodTech.net. All rights reserved. Privacy policy

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 2 Part II of our EMC interview with Elsevier focuses on...
2. County of San Diego on Their ECM Deployment In this podcast, we hear from Kim Hatfield, group IT...
3. The Home Depot on EMC Documentum The Home Depot discusses standardizing on the EMC Documentum content...

Transcript:

Bryan House – EMC Software

Hello and welcome. My name is Bryan House. You are listening to the Enterprise Content Management Podcast series, ‘When Content Matters’ from EMC. In today’s podcast episode, we’ll be listening to an interview with Kim Hatfield, Group IT Manager for Community Services for the County of San Diego discussing their implementation of EMC’s Documentum across a wide range of application areas. This interview is a long form version of a video testimonial with Kim that is also available on software.emc.com. Let’s listen in.

Host

Where are you from?

Kim Hatfield – Community Services, County of San Diego

I’m from the County of San Diego.

Host

Oh! The County. What is your role in the County of San Diego?

Kim Hatfield – Community Services, County of San Diego

I’m actually the Group IT Manager for a Community Services Group; I oversee the IT functions for six of our departments, which includes Animal Services, the Registrar of Voters, the Library System, Purchasing and Contracting, General Services. My group is the executive sponsor for the EMC Documentum product in the County of San Diego. So, I have program oversight on Documentum and on implementing it in the County, in an overall kind of organized fashion. We have 50 different departments, we have 17,000 plus employees, we cover I think 32,000 square miles, we are huge. And Documentum looked to be the most scalable of all the different vendors that we looked at that time. So my business unit, my group, if you will, has taken on the corporate sponsorship and we provide oversight, we provide structure, we provide architectural direction, we advertise like mad, we run the user groups, we run the technical advisory committees, we put the structure in place that allows the program to go forward.

Host

You are talking about all these people and I don’t quite understand, what actually are you using EMC Documentum for? Obviously you are controlling documents, moving those around, what specifically are those?

Kim Hatfield – Community Services, County of San Diego

We actually have nine different kinds of applications in place. What actually happens is, the different departments in the County will take a look at what they need to be doing and then we’ll help them implement it. For example, one of our most creative uses I think, of the Documentum product is in a system called the Survey Record System; that one actually you don’t really see Documentum; they have taken all of the Map Data in the County, and they have got it in our GIS system, or Geographical Information System, and then they have taken and actually digitized all of the documentary backup to that map data – all the parcel backup. And in the background what you do is, you get a Web Interface, and you actually click on the parcel or parcels that you are interested in; when you find what you’re interested in, then you can go on and click, and it will bring up all of the documentary data that relates to that parcel. And it’s taken research time in the Land Use and Environment Group, from four or five hours for an experienced researcher, to maybe a couple of minutes, and it’s available to the public; you can get on the website, you can find the documents you are interested in, and you can purchase them.

Host

Okay. That’s great. And so, that is for parcels. What about with the animals and all the other things? Is the same thing you use, or you have different applications?

Kim Hatfield – Community Services, County of San Diego

We have different applications for different kinds of content. So, I think one of the other ones that is — you can kind of, get a look at on the website is, we have an online job application. That might not sound too unique, but at the time we put it in, it was very unique. You do not ever start with a paper application; you start right on the web with a Web Form and go ahead and put your job application information into that. When you’re ready you go ahead and click “Submit”, it’s released to Documentum, and it’s also released to a special tracking system that relates to civil service that has kind of this door release thing, and then the application is workflowed to the analysts. And as they grade it and check them and all those things, the folders are passed around via workflow rather than against xeroxing and handing them off. We are getting ready to do the next phase on that particular application, which is, when departments are ready to look at the applications, they will be forwarded via Documentum, instead of via xeroxing a lot of paper and forwarding it on.

Host

What challenges that brought you towards the EMC Documentum?

Kim Hatfield – Community Services, County of San Diego

We’re really looking for a product that was robust enough to do an enterprise-wide deployment. And we knew that we needed something that was pretty configurable, because again we have 50 different departments, and each of these departments does something different. And we have large-scale enterprise, lots of employees, and we really had kind of an overall vision that at some point, this kind of a document management thing would be one of those things that underlie the organization in the same manner that e-mail underlies the organization. We wanted it to become kind of a core functionality that we could extend to all of the different employees and departments at some point.

Host

So why EMC Documentum?

Kim Hatfield – Community Services, County of San Diego

They compared it to what else was in the market at the time, and that was 2001. And I think, the real driver was both the flexibility of the product and the scalability of it. We didn’t feel that some of the other products were quite as scalable.

Host

Who is your typical end user?

Kim Hatfield – Community Services, County of San Diego

I’m not sure we have a typical end user, because we are a confederation of departments and a confederation of functions, more than a single line of business; we’re really 50 different lines of business or more. Typical business problems however — we all kind of have certain things in common. When we decide we’re going to do a project, we tend to do it for one of, maybe three reasons; we want to improve customer service, and that includes cutting down cycle-times on paperwork, which, you know — we’re the government, that’s a big goal for us to do better in that area. Another is regulatory compliance, and of course, we are the Government, so we have got a lot of that we have to consider. And the third is our cost recovery, the fact that sometimes we really can’t do things cheaper, maybe better, maybe faster; and we want to be able to do that. So, one of those three things will be driving us when we decide to do a project.

Host

Were there any challenges that led you to look for this solution?

Kim Hatfield – Community Services, County of San Diego

Just the fact that we had a lot of disconnected solutions. We had some solutions that had been in for as long as 10 and 12 years, but they were small-scale solutions, they were not scalable, they were not extendable, and if we don’t get ahead of this and put in an enterprise wide solution, we are never really going to be able to solve enterprise wide problems. We’re going to have good little systems here and there that help the departments do what they need to do, but we’re never going to be able to take the overall look at it. And in addition, it’s actually more expensive to be putting in solutions in as one asks. One of the major things that we’ve done here is, we’ve put in a centralized hardware environment, which is a very large cost savings as opposed to setting up ten to twelve or fifteen separate environments – and we’ve put in enterprise licensing. So we manage those expenses for the whole organization and it’s much less expensive for us to do it that way. Other than that, if you have separated Siloed systems, you are never going to be able to take a single look at your data. We have so much content that still needs to go into Documentum; it’s not there yet, but the goal at the end is that at some point you will be able to a single search on certain kinds of subjects and get everything that you need on that subject. A good example of this is, San Diego County three years ago had a firestorm – everybody remembers the Cedar Fires? – Major, major event, and of course we have a lot of records related to that particular event. Now, at the time those records went in to whatever systems were available; where we would like to be in the future is, at the end of an event like that, we will be able to go into Documentum and pull together all of the documentation that relates to one of those major catastrophic events. That’s a goal we’re actually striving towards – and that can’t be done in Siloed systems; that has to be done in an enterprise level system.

Host

All right. Let’s talk about those end users.

Kim Hatfield – Community Services, County of San Diego

Okay. At the County of San Diego where you’ll see Documentum implemented, a lot of it is just helping people do their job day to day. We’ve got them in to business systems where the workflow is controlling the paperwork or controlling the flow of files from desk to desk. We do that virtually instead of doing it physically.

Host

Okay. Let’s see here. Just a little detail, did you put just multiple product solutions at one time or did you grow it systematically (Inaudible)?

Kim Hatfield – Community Services, County of San Diego

We purchased I think three things; the eContent Solution, the Web Content and the Content Rendition Services, I think are what we bought upfront. And now we’ve gone ahead and we’re adding — we’re in the process of adding the Records Manager module right now.

Host

What is the most important aspect of the solution that you’ve dealt with EMC.net products?

Kim Hatfield – Community Services, County of San Diego

We are actually going up and building an undergirding for the departments. As they need a content solution, we’re providing a centralized structure for them to get that solution. So the major benefits include the fact that it is a less expensive solution that we can kind of consolidate our knowledge around this and provide more support than if each department were trying to learn a separate solution on its own. We’re hoping that by providing this centralized program, one of the things we are hoping to do is, get reusable code where we build a solution for one department and we’re able to take the base code and move it over and reuse that code.

Host

Are people buying off and joining in…?

Kim Hatfield – Community Services, County of San Diego

That really depends; we’ve got fifty different departments and everybody is at a different level with what they want to do with it but yes, it’s at the point where it is kind of seen and understood that this is the organizational solution, that this is a good thing, and that it’s an economical way to get the job done most of the time.

Host

What’s the biggest enthusiastic point that they see in doing this?

Kim Hatfield – Community Services, County of San Diego

That’s always the money.

Host

How does EMC.net help it be more service friendly or better service?

Kim Hatfield – Community Services, County of San Diego

The County is actually just now embarking on a lot of business process reengineering initiatives and as we go through those, what you tend to find is that what is making the cycle time so long is the steps of getting the document from this desk to this desk to this desk. So there are — we’re looking at Documentum as something that we can use to kind of knit those processes together, eliminate all of the, ‘load it on a cart, wheel it over, get it on somebody else’s desktime’, and it isn’t the sum total of the business process reengineering. Some processes just need to be changed. But it is a tool that we can underlay that whole business process reengineering with, and a way to efficiently get the content from the desk — it starts on to the desk it needs to get to — get it checked off and know where it is – know if it’s been held up at some step.

Host

How long have you been working with Documentum?

Kim Hatfield – Community Services, County of San Diego

The County decided to purchase Documentum in 2001and I think we had, what I now consider to be a starter environment up towards the end of 2001 to start of 2002. The centralized program actually started in March of 2003.

Host

What do you hope for in the future, what do you think you should get or expect to get from the EMC.net?

Kim Hatfield – Community Services, County of San Diego

At this point it is a viable program in the County. Now what the next big place that we want to extend Documentum in is to Records; we have a paper records program. It’s actually quite well organized, quite well implemented in the organization although it’s very slow to get that thing going. So, we’re putting the Documentum Records Manager module in now to help us get the retention schedules done faster, get them reviewed on time and then the next thing we would like to do, is extend it from paper records to electronic records. That’s the next big step is, making sure that we have a good handle on our content,. it lives as long as it should and it dies when it should. So that’s probably the next big step. Beyond that there is the little steps of getting the younger departments — no that’s a wrong term — getting the less experienced departments to be able to get in and implement Documentum as a back-office tool or even as a front-office tool to help them serve the public better. It’s easier for the departments that have a lot of experience in this area. But the next step is to start to extend it to the departments that don’t have all that experience. I think that the EMC Documentum tool is now one of our core tools in our toolkit. I know that — I don’t think we would even consider turning around and unplugging what we have got in trying to do something different; this is working well for us, it meets our needs, we’re able to do what we need to do and we’re just getting better at doing it, thank goodness. It’s certainly easier after you’ve done it for a while to turn these projects over and do a good job.

Bryan House – EMC Software

That concludes the interview with Kim from the County of San Diego. I want to thank you for tuning in to the “When Content Matters” podcast series from EMC and I encourage you to learn more about our content management products and solutions at Software.EMC.com where you can download additional podcasts or subscribe to a number of EMC RSS podcast feeds. Thanks again.

Copyright ©2006 PodTech.net. All rights reserved. Privacy policy.

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...
2. EMC Developers Speak Out At the 6th Annual EMC Software Developer Conference in San...
3. When Content Matters: Elsevier on their ECM deployment, part 2 Part II of our EMC interview with Elsevier focuses on...

Transcript:

Host: Bryan House – EMC Software

Guest: Kyle McNabb – Forrester Research

Bryan House – EMC Software

Hi, my name is Bryan House; you are listening to an Enterprise Content Management Podcast series, ‘When Content Matters’ from EMC. Today, I have the special luxury of having a guest, Kyle McNabb from Forrester Research joining me today. Kyle, can you take a minute to tell us a little bit about yourself and your focus at Forrester?

Kyle McNabb – Forrester Research

Sure, my name is Kyle McNabb, I’m a senior analyst with Forrester and I do cover Enterprise Content Management; more specifically, I cover discrete areas such as document management and web content management within the overall Enterprise Content Management landscape.

Bryan House – EMC Software

Great, so right now is a really exciting time for Enterprise Content Management and the market’s changing and growing and really evolving pretty rapidly right before our eyes. What do you think is behind some of the growing interests in ECM and what’s happening in the market?

Kyle McNabb – Forrester Research

Well, because of number of drivers. Number 01, we do live in a market now that is very much focused on risk management, risk mitigation and content is one of those assets that can put an organization at risk. So, there is a ton of interest within IT organizations to look for ways to better manage that content, manage that content that maybe putting the organization at risk to help mitigate risk, to help support compliance initiatives. I also think just in general, there is a broader recognition that content is important and if an enterprise can put their content to use, they can get more efficient, they can improve productivity, etcetera and that is really driving I think a renewed interest in a lot different areas in Enterprise Content Management.

Bryan House – EMC Software

Yeah that’s great, I mean we hear that a lot from our customers too, that the need to — sort of the untapped potential of unstructured content. I know that you’ve led the Forrester’s Research for the EMC suites way that was published last fall, can you talk a little bit about that and some of the findings you had as result of that wave?

Kyle McNabb – Forrester Research

Sure, that wave itself was an evaluation of ten different vendors with a particular audience in mind. What we did is, we worked fairly closer with a larger number of senior IT architects to get a good understanding of how they are looking at Enterprise Content Management and for a lot of them, what they really want to do is, they recognize that content is a problem within the enterprise and within their enterprise they may have anywhere from 5, 10, 20 or even more different content systems inside the organization and what they really want to do is find a solution that they can standardize going forward to help them address future business needs, future IT needs as well and get them in a position where they can prevent some rogue spending. So, they can keep their line of business peers from buying that next content management system but eventually has to come IT’s ways to manage and support to point forward.

Bryan House – EMC Software

Great, you also led the research much more recently around Forrester’s content centric application waves. What’s the premise behind this view of content management and sort of what’s the — how do you draw distinction between the two wave reports you have published in the last six months or so?

Kyle McNabb – Forrester Research

Sure well, harking back to the Enterprise Content Management wave, you know with that senior IT architect view, what they often miss when dealing their line of business peers is they miss context. You know miss some of that need and information, that’s going to help them figure out how to put content to use to address maybe a transactional process need or to help address, making that intellectual worker with inside engineering, or finance a little bit more intelligent or help marketing address a broader customer experience need and put content to use to help derive a consumer to a customer. So we actually took that context in mind and evaluated the same sort of vendors and a few more to help those IT architects and to help those in IT that are aligned with a line of business. Get a better perspective of what vendors, what products, what solutions are out there that aren’t just focused on helping them address their platform needs, but help them put content to use.

Bryan House – EMC Software

Great, now do you see ECM as an infrastructure decision today or as a — do you see more heading in that direction around the platform.

Kyle McNabb – Forrester Research

Well, truth we tell at ECM, it really is an infrastructure decision now. Most enterprises that we talk to they look at ECM for lack of a better way to put it as kind of the next iteration of the database, or the next generation file system. They do want to standardize on top wave an infrastructure platform, that they can build up that IT skills that are around, that they could have readily available to deploy, to go meet any type of business need or any type of IT need. So, your by and large IT infrastructure decision makers are driving evaluations of ECM but we’re also seeing quite a bit of bifurcation beginning to take place in the market, in that those aligned with the line of business in IT or even some of those more intelligent business users and business managers are looking at content. And looking for ways to — again, put it to use to help them become more efficient, so yes ECM in general is becoming an infrastructure decision but we are seeing this bifurcation take place in a new class of applications, a new class of solutions emerged, that are going to leverage that infrastructure and help those end users in the lines of business etcetera, put that content to use.

Bryan House – EMC Software

Can you give us an example of this?

Kyle McNabb – Forrester Research

Sure thing, typical one that I went across with is marketers are really focused right now, especially in the retail world if they are in, if they are retail financial services, the retail banking, typical product retail, consumer markets, you name it, they are very focused and concerned on trying to present end customers a consistent experience. Across all channels, be it wireless, be it you know what happens on the website, be it what happens with the direct field organization, be it what happens within a kiosk instead of a retail store. They are very focused on making sure that any customer that comes to them will get a consistent experience across all of those channels. Now those marketers, they are not exclusively identifying that there is a content problem, but the fact is that it is a content problem and so that’s really kind of highlighting, if you will, a disconnect between lines of business and IT whereas in this case you know the marketers, they haven’t expressed a content problem but they do a bit content problem and that often gets lost on the IT organization; end results in an unsatisfied set of needs for the marketers and addressing a customer experience need. We think that’s kind of driving the bifurcation of the market and really kind of leading a lot of IT organizations to rethink what they need to do for their content initiatives. You know IT organizations need to be a little bit more consultative when they are addressing these types of needs and need to recognize that, hey, in some areas that may be a content problem where the line of business hasn’t explicitly identified it.

Bryan House – EMC Software

Right, now in part of the content-centric applications where in the reports that you’ve wrote on — issued on this topic, you sort of defined three categories of content; transactional, business and persuasive. How should an organization prioritize their ECM strategy particularly when most companies have content that falls across every one of these categories?

Kyle McNabb – Forrester Research

Well, kind of the anecdote here is most enterprises that I talked to; they prioritize based on who’s screaming the loudest. In many cases I think that does work for some enterprises, but I really do think, the best way for enterprises to move forward is to think of ECM, yes it is infrastructure but to think of it as a strategy as well and work to identify where inside an organization you’re picking a particular process area, picking a particular business unit, picking a particular user constituency and help them understand what their information architecture is. You help them understand, how content can be put to use to help them address their needs, help them understand what content or information they need to be effective and also help them understand you know what policies and procedures need to be in place to help them manage that content.

That’s a better way to help identify what paying points need to addressed then in what many enterprises do right now is they look across the board, they recognize a content isn’t owned by any one particular senior executive inside the enterprise and so they focus on trying to find that lowest common denominator that they think can address any particular business need. You know that’s a recipe for disaster, so those that want to focus on more ECM as a strategy, do need to kind of pick their battles with a particular business unit or line of business and help them identify what that information architecture is, then go off and begin to identify the right platform or the right set of content-centric applications that can address those needs.

Bryan House – EMC Software

Great, great actually I want to go back to a thing you said a little bit before; you talked about that organizations are looking to start to make their ECM strategy and decisions sort of similar to the database and the way they have looked at databases before. So, what is Forrester’s vision for the platform vendors in the ECM space going forward and should organizations evaluate their platform capability requirements; things like records managements, security, classification or metadata management with the application that content-centric application requirements that you describe?

Kyle McNabb – Forrester Research

Yeah, a great question and when we opt in here from a lot of our clients, the market really is bowling down as especially about ECM has infrastructure to a enjoy a kind of a four horsemen race of IBM, EMC, Oracle, and Microsoft and I think a lot of parallels can be made between ECM and RDBMS market in particular. You know many enterprise IT organizations they didn’t make their relation or database decisions based on a particular end application requirement, they looked across the board and identified that, hey, structure data is common and it needs to support a wide range of applications and behind that you need to have a strong set of security and management applications to support all that information. I think the same thing can be said here for ECM as infrastructure but I don’t think you can just as you didn’t do it for the RDBMS world; you just focused solely on the backend you know kind of back office IT specific type of support you would find within an RDBMS and enterprises looked at as well as what applications were readily available, or what applications I could quickly build on top of that platform to go address particular line of business and process needs.

The same thing can be said for ECM. Enterprises do need to evaluate ECM as infrastructure, along the lines of what is going be available for IT to help them better manage and deploy content and content repositories to go address lines of businesses, but you can’t just stop there. I think enterprises about who are those senior IT architects to look at what types of applications are readily available to run on top of that platform so they really need to press on vendors including EMC and IBM and Microsoft and Oracle of what applications do you have now? Or what vendors, what other ISBs have built out applications? What SIs have built out solutions on top of this so that you as an IT infrastructure decision maker don’t have to worry about building everything over and over again to go address line of business needs.

Bryan House – EMC Software

Yeah that’s a really great point and that’s the reason — one of the reasons why we built the application development portfolio program here at EMC to just address those requirements that we are hearing from our customers as well. Well Kyle, I do want to thank you for joining us today, its been a very interesting discussion on really a hot topic, I think out in the market and certainly one they were very interested in. Before we do sign off though, can you summarize the three key take ways from the Forrester wave content-centric applications report for our listeners?

Kyle McNabb – Forrester Research

Well, sure thing, I’ll summarize it with three words or one word said three times. Context, context, context. You know as an enterprise IT decision-maker you cannot just make a decision on their own of what is that platform that I can have readily available at my disposal to go address these needs. You need to work closely with those process owners inside the line of business with those different user constituencies to understand their context so that you have a better idea of how to put content to use and doing so sets you up in a — puts you in a much better position to go identify the right platform as well as the right applications to go address your organization’s needs.

Bryan House – EMC Software

Great, thanks again Kyle. With that that concludes our session today; for more information as well as access to teach you these reports you can go to software.emc.com and have access to these or obviously go to forrester.com. Get that right and check this out as well, so again Kyle thank you very much.

Kyle McNabb – Forrester Research

Thank you.

Bryan House – EMC Software

And we are signing off.

Related posts:

1. Enterprise Content Management Overview Understand why enterprise content management is gaining visibility in today’s...
2. The Forrester Wave: Business Process Management for Document Processes – Interview with the Analyst In this audio event we speak with Craig Le Clair...
3. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...

For more information see:

www.emc.com

www.homedepot.com

Transcript:

Host: Bryan House – EMC Software

Guest: Lee Dallas – Home Depot

Bryan House – EMC Software

Hello and welcome, my name is Bryan House; you’re listening to the enterprise content management Podcast series ‘When Content Matters’ from EMC. I am excited today because we have a very special guest joining us; Lee Dallas, system architect from the Home Depot. To discuss their ECM deployment and why the Home Depot choose EMC’s Documentum. Hello and welcome Lee.

Lee Dallas – Home Depot

Thank you Bryan.

Bryan House – EMC Software

So, can you tell us a little bit about yourself and your role at the Home Depot?

Lee Dallas – Home Depot

Well, Bryan I have been with the Home Depot since 2002 and I am responsible for strategic planning, architecture and review of all content management systems. Our deployment here includes full range of Documentum products, Web Publisher, Digital Asset Manager, WK custom applications; we also have implementation of eRoom and Captiva. There are several other legacy implementations and related technologies that evolve under our area; translation memory, search and the like. Prior to the Home Depot, I have spent ten years in image and content services for Delta Airlines, primarily working in the engineering and technical publications area.

Bryan House – EMC Software

Well as you have quite an extensive experience working in the content management space, so can you describe for our listeners the Content Management platform you’ve implemented and the business processes it addresses today?

Lee Dallas – Home Depot

Here at the Home Depot we really tried to take a platform rather than a project- driven approach. We recognize that the need for content management capability is surfacing in every major initiative and many of these initiatives didn’t recognize their own need or at the very least didn’t appreciate the complexity of the content management part of their project. Many of the projects we’re pursuing different vendors and had the process continued, that would’ve resulted in a colossal duplication of effort on almost every front. We have sought to consolidate really on a common product line that would meet the largest number of needs for the greatest number of projects and at the same time be able to handle the job at Home Depot volumes. To meet these challenges, we selected EMC Documentum and then we started to deploy a set of common repositories and applications to serve the needs of the different initiatives with repositories dedicated to communications, products, web content management and the like.

Bryan House – EMC Software

Great, so it sounds that you guys have a pretty expansive vision for content management at the Home Depot. What specifically did the Home Depot and what reasons did the Home Depot use to choose EMC Documentum for their content management platform?

Lee Dallas – Home Depot

Well Documentum was selected because it provided the broadest capability on a common platform. Virtually everything we could think of, that we would ever need to improve information life cycle management in general and content management specifically, is handled at some level in this package. The approach is that without its challenges, is a platform not a point solution. So, that means for each point in the enterprise whether it be web content management, collaboration, departmental, we have to build point solutions on top of that platform.

Bryan House – EMC Software

Sure, sure and it sounds like it’s certainly pretty comprehensive. Can you give us some detail maybe more specifically on the web publishing applications? Are they driving content for example on your dot-com website as a Home owner I know I spent a good deal of time at HomeDepot.com. Do you have any tips may be on how I can keep my lawn green all summer?

Lee Dallas – Home Depot

As far as your lawn is considered there is a reason I’m in IT not in a garden center, so you should probably stick to the store or on to our website for advice but we realize that every unit has specific and unique needs and one of the things that we wanted to avoid was locking things down so tightly that would lose flexibility. Our goal was to reuse components not necessarily construct monolithic systems that couldn’t adjust to new channels of creation and distribution that presented themselves. We built a common deployment of web publisher configurations that we could then reuse in various different business units in the company. From this reusable foundation, we now support four Webster portal implementations, for example, the corporate component of our external site is Documentum managed content view through Webster portal. We’re also beginning to manage the static assets of HomeDepot.com as we move that platform to Webster commerce.

Bryan House – EMC Software

So, who are the content owners that published your internal and external facing websites and what types of processes have you implemented for example review and approval of content owner’s websites?

Lee Dallas – Home Depot

The content owners for both internal and external sites are the business not IT and that was one of the core principles that drove the decision to take on this particular implementation to take IT out of the loop as much as possible and let the business decide what information should reside on the site. As far as our process is concerned, there is a governance body for each of the major channels of distribution and they determine what level of control is mandated according to their own policies. Web Publisher Foundation has implemented a set of generic workflows for their use but it’s entirely up to their management as to the level of approval required for a given piece of content. The application is responsible for making sure through the use of structured templates that the content doesn’t create functional problems but the decision is to whether or not a particular piece of information is appropriate for publishing is no longer really subject IT that’s in the hands of the business.

Bryan House – EMC Software

All right, that’s a great point to create those reasonable components in place to empower business to publisher content. So, I know one of the other products you mentioned was earlier was that your colleagues at Home Depot become enthusiastic users of our eRoom collaboration product. Can you tell us a little bit about the success you have seen with the eRoom, and how it’s utilized across the Home Depot?

Lee Dallas – Home Depot

Well the growth and success of eRoom has really been phenomenal, since we deployed in 2004 eRoom has really become a part of nearly every departmental business interaction in our corporate environment. The largest single segment; quite frankly as I keep project management but the real return investment has been in the various business units that use the tool to share information and improve efficiently legal merchandising business development operations first thing it’s used everywhere. The vast majority of this growth has really come from word of mouth; we really haven’t done any advertising internally for it. Almost every meeting you go to seems to begin and end with a question, do you have an eRoom?

Bryan House – EMC Software

Yeah, that’s certainly something we hear a lot from our customers, that’s great taking advantage of that viral nature around eRoom. So, can you tell us a little bit about the key business and IT drivers behind your deployment of the content management system and how have these drivers impacted the design and deployment of your system?

Lee Dallas – Home Depot

Well the key IP driver is simple, if you need to manage content in your enterprise and you will, don’t write it yourself. Use an enterprise class application to do it and by the way use the best of breed. This certainly what grows the decision to use Documentum but it also encourages the organization to form a competency around content management consolidate design and infrastructure for content management under a single group. As far as the business is concerned, the drivers from different areas depending really on the on the type of day whether it be compliance, efficiency, security, all of these are factors that contribute to the need and at any given time the level of importance that these things need to be managed on. One of the things that we learned is one size really does not fit all but one platform can. It’s this very ability that drove Home Depot to create the multi repository, multi application strategy.

Bryan House – EMC Software

Yeah, and that’s a really great point, you know, about one size doesn’t fit all and that’s certainly something we hear a lot. So now what sort of practical knowledge can you share with our listeners that are creating their three and five-year plans for their content management platforms.

Lee Dallas – Home Depot

This is really one of the most important and beneficial things you can do for your business, content management needs are so pervasive in your business that its impractical and really unreasonable to think that you can get it all done in a year. You’ve got to make choices and some times those choices include putting on some very useful content management deployment while you deal with priorities. If you don’t have a road map though or a plan, then you won’t be able to steer the implementation choices over the long term. So my first advice is really the simplest, you have to sit down and do it, create the three-year plan even though you know its going to change by end of the month. Secondly, make sure that your plan aligns with the corporation’s overall business strategy. Your plan has really got to enhance that strategy, not detract from the goals of your company.

Bryan House – EMC Software

Absolutely, and finally what you see as critical success factors in a content management system deployment. What do you recommend our listeners pay closest attention to as they move their way down their deployment plan?

Lee Dallas – Home Depot

The second most important thing you can do is to establish ownership for your major initiatives within the business. IT-driven projects in general but really content management projects more than any other suffer immeasurably when the users of the system don’t have or feel as if they have a part in its creation and really in its mission. Content management will always fundamentally change the way people do their jobs and for your deployment to be successful, your users must see it in their tool.

Bryan House – EMC Software

Yeah that’s a great point Lee, I’m really glad you brought that up. So Lee, I want to thank you once again for joining us and sharing the insights that you gained deploying enterprise content management at the Home Depot and obviously throughout your career, you come and bring a very informed discussion to the table. I also want to thank all of our listeners for tuning into the ‘When Content Matters’ Podcast Series from EMC and I encourage you learn more about our content management products and solutions at software.emc.com where you can download additional Podcasts or subscribe to a number of EMCRSS Podcasts feeds. So Lee I want to thank you again for your time.

Lee Dallas – Home Depot

Thank you, Bryan.

Bryan House – EMC Software

You’re welcome and I’d like to thank our listeners for joining us today and with that I think we will wrap it up.

Related posts:

1. When Content Matters: Elsevier on their ECM deployment, part 1 If you’re a Content Management Architect or just want to...
2. EMC Developers Speak Out At the 6th Annual EMC Software Developer Conference in San...
3. EMC Documentum xCelerated Composition Platform – enabling partners to rapidly build and deploy case-based solutions In this video Neville Letzerich, Vice President and General Manager,...