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Workflow, Document & Business Process Management - a good one

Workflow, Document & Business Process Management - a good one

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CONSPECTUS
JULY2004 • £15
THE IT REPORT FOR DIRECTORS AND DECISION MAKERS
Workflow, Document &Business Process Managementwww.conspectus.com
SHOW BOOKMARKS
 
Business process management(BPM) is the buzzword for whatis otherwise known as workflowand document managementtechnology.The idea behind BPM is thatmore than a name change, itsuggests organisations areintegrating all of their businessprocesses, instead of just usingworkflow, documentmanagement, records andcontent management systems tomake individual processes moreefficient.The aim is laudable, but thedifficulties are that much greaterthan if single processes areinvolved.Against that, our research(page 2) shows that manycompanies are unhappy withtheir current mix of softwareapplications and accept that theirbusiness processes are subject toconstant change. So people areready for BPM systems that canflexibly automate their processesand glue’ their enterpriseapplications together.Our Management Briefingarticles – written for
Conspectus
by the likes of EDS, META,Parity and other specialistconsultants – provide insight intohow you can get the best fromBPM and its individualcomponent technologies.
For
Conspectus 
sales enquiries, please contactMeera Butterworth at PMP. Tel: 0870 908 8767.Email: sales@pmp.co.uk.
Publisher:
Stan Packham
. Editor:
Tim Ring
. Designer:
AdrianTaylor
. Production Manager:
Jane Davies
. Director of Research:
Neil Ferguson
. Conspectus is published by
PMP (UK) Ltd
,15 Chiltern Business Centre, 63/65 Woodside Road, Amersham,Bucks HP6 6AA. Tel: 0870 908 8767. Fax: 0870 134 0931.Email: info@pmp.co.uk. Typeset by
PageSet Limited
, 2 WillowWay, High Wycombe, Bucks HP11 1JR. Printed by
S&GMagazines
, Goat Mill Road, Dowlais, Merthyr Tydfil, MidGlamorgan CF48 3TD. All material is copyright of PMP (UK) Ltd andmay not be reproduced in part or whole without the written consentof the publishers. The publishers are unable to accept, and herebyexpressly disclaim, any liability for the consequences of anyinaccuracies, errors or omissions in the information containedwithin this report, whether occurring during the processing of suchinformation for publication or otherwise.
Conspectus offers thefacility to reprint articles. Please contact Jane Davies on0870 908 8767 for details.
Conspectus is available onsubscription only.
All subscription and editorial enquiriesshould be directed to PMP (UK) Ltd.ISSN 1363-6804
CONSPECTUS
Market Overview & Analysis2
The difficulty of pinpointing the return on investment from workflow andBPM technology makes it hard to cost justify. Pat Sweet reports on ourlatest IT user research.
Expert Opinion5
Mark Allen of Impact Plus explains what BPM offers on top of standardworkflow and document management technology.
View from the Top10
From the Sydney Harbour Bridge to London’s Millennium Bridge, design firmArup has hit the headlines. Group knowledge manager Tony Sheehandescribes how its work is driven by portal-based knowledge and documentmanagement software.
Round Table12
Market experts from Xansa, Cornwell Management Consultantcy, StrategyPartners and David Skyrme Associates predict the key trends in workflowand BPM.
Document & Records Management18
Records and document management systems may not get the pulses racingbut they’re back in fashion, says Malcolm Beach of AMTEC.
Content Management20
Jeffrey Mann of META Group helps you to devise an overarching enterprisecontent management strategy.
Implementation Issues26
Katie Walsh of EDS sets out the key issues to confront when introducingnew workflow technology.
Knowledge & Document Management28
Document management and workflow systems can combine to create anew – less vague and fuzzy – form of knowledge management. StewartMills of Parity reports.
Knowledge Economy34
Everyone accepts ‘knowledge’ is vital, but what does that mean in practicefor different types of organisation? Nigel Oxbrow of TFPL provides ananalysis.
Workflow, Document &Business Process Management
Management Briefings
Workflow, Document &Business Process Management
Supplier Profiles
www.conspectus.comJULY 2004
CONSPECTUS
1
Conspectus 
is a publication for directors and decision makers who areinterested in current developments in information technology.
Conspectus 
is published on the internet at
www.conspectus.com
,providing online access to both editorial and supplier information from all theprevious year’s issues, with an online search capability. Please register at thiswebsite to receive future copies.
BancTec6BiT Group7Captiva Software8Cimage NovaSoft9DST International15eiStream16FileNet/Oceanus17FloSuite22Intalio23Metastorm24Objective25SDL International30Singularity31Triaster32Vignette33
Throughout this issue we feature profiles of leading vendors of workflow,document management and BPM software. This information, supplied by thecompanies, has been checked and validated by specialist independentconsultancy Impact Plus.
 
WORKING FASTER ANDsmarter has become a necessityfor companies in recent years.And technologies such asworkflow and documentmanagement can help cut thecorporate paper mountaindown to size whilst improvingthe efficiency of basicoperations.Our latest IT user study (seeSurvey Statistics box, page 4)suggests this message is gettingthrough, with organisationsfrom a whole range of industries implementing suchsolutions in the hope of raisingservice levels without sendingcosts through the roof.But this evident enthusiasmfor the individual technologiesmasks the fact that manycompanies are failing to graspthe full potential of whatbusiness process management(BPM) offers.While point solutions forworkflow or documentmanagement can tackle specificneeds, BPM provides the gluewhich will bind everythingtogether in an enterprise-wideimplementation.Such an approach can offermuch-needed integration for anorganisation which has seendisparate applications spring upover the years, but now lacksthe cash or methodology tobring it all back together.Our Expert Opinion articleon page 5 examines the prosand cons of this in more detail.There is little doubt thatmany companies are seeking tooverhaul their currentapplications. Around half (55%) of our sample reportthat their existing enterprise ITsystems are not sufficientlyflexible, while 44% maintainthat their systems are neitheradaptable enough nor wellintegrated (see Figure 1).In contrast, only a thirddescribe their systems as veryflexible (32%) or veryresponsive (32%) and only29% feel they are highlyadaptable.Companies demonstratesimilar worries about thesuitability of their currentbusiness processes. The bigmajority (84%) have madechanges in the last two yearsdesigned to make theirprocesses more efficient, while73% have taken steps tointegrate different processesinternally and 57% have beenlooking to make processes morecost-effective. As a result, three-quarters (75%) have funded ITinvestments in the past twoyears aimed at making systemsmore integrated, while 62%have sought to make them moreresponsive and 59% have triedto improve on the flexibility oradaptability of their systems.Over the same timeframe,41% of our sample haveimplemented workflow ordocument managementapplications, while 37% haveadded content managementsolutions and a quarter (25%)have opted for a BPM approach(see Figure 2).Of all these options,document management emergesas the veteran application, with39% reporting they alreadyhave an operational system.More than a third (36%) alsohave a workflow application inoperation and 34% have acontent management system.In contrast, take-up of BPMis slower, with only 12% of thesample already running anoperational system. Andalthough 14% are currentlyimplementing BPM, just 5%have a pilot project in hand,which suggests there is unlikelyto be a dramatic increase in thenumber of BPMimplementations in the nextyear or two.Instead, companies seem tobe more inclined to continuespending on documentmanagement and workflow.The already high proportionof companies using documentmanagement software looks setto increase, since 14% arecurrently implementingapplications in this area and20% are running pilots.Similarly, 9% of our sampleare putting in workflowsoftware at the moment, and16% are giving it a trial.The two most commondrivers for workflow andassociated technologies arecustomer service and/orcomplaint handling procedures,which are cited by 34% of ourrespondents, and the processingof online applications andinquiries (32%).
Market Overview & Analysis
Workflow, Document & Business Process Management
2
CONSPECTUS
JULY 2004www.conspectus.com
Companies are strugglingto pinpoint the return oninvestment from businessprocess managementsystems, says Pat Sweet.
Very responsive0%10%20%30%40%50%60%29%44%43%44%32%55%Highly adaptableNot adaptable enoughWell integratedNot well integrated32%35%
FIGURE 1: Nature of existing enterprise IT systems
Very flexibleNot flexible enoughNot responsive enoughPercentage of respondents
Note: respondents could choose all that applySource: PMP Research
Content management0%10%20%30%40%50%41%41%37%25%16%
FIGURE 2: Preferred technologies
Document managementWorkflowBusiness processmanagementRecords management
Source: PMP Research
Percentage of respondents
Which of the following technologies has your company invested induring the last two years?
Unhappyreturns?

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