Transcript Presentation Title - Performance Vision

Stopping Brain Drain:
Using Smart Documents to Capture and Distribute
Best Known Methods, Bulletins, and Advisories
Paul M. Wlodarczyk, Xerox Corporation
What is Causing Brain Drain?
• 80% of the information required to
operate a business is not contained in
enterprise systems.
• The 80% of information is in
unstructured documents, or is tacit in
work practices or in people’s heads.
• We estimate that 60% or more of
employees in plant operations and
maintenance will retire by 2010.
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Stopping Brain Drain
• Capture “best known methods”
• Manage BKMs
– Content validation / approval
– Manage data quality
• Make information accessible to the
enterprise:
– Integrated with other M&R
information
– Tied to work processes, available
at point of need (routed,
embedded)
– Tied to enterprise systems
3
Xerox Field Service
and Smart Documents
Xerox has been using “smart document” technologies
to improve Field Service productivity for over 10 years.
•
•
•
•
1991
1995
1998
2000
-
First diagnostic expert system
First electronic documentation
Eureka deployed throughout NA
Integrated platform for e-doc,
BKMs, TSBs, training, diagnostics,
parts, dispatch, case management
• Today:
– Self-Service Portal for Customers:
$20M+ benefit in 2003; 45,000 calls
avoided / week
– Eureka: 300K BKMs (50K technicianauthored), 250K+ solves annually
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Business Impact of
Smart Document Technology
Overall impact of smart documents has been to increase the capacity of
our service workforce by reducing variability in MSH and parts usage.
– Initial benefit: Enable 20K technicians
to adapt to rapidly-changing product
technology
– On-going gains:
• Improved technician productivity
(calls/day through improved MSH)
• Parts usage (good parts returned)
• Improved Reliability (MTTR)
• Avoid risks of aging workforce
• BKMs save $7M-$15M annually
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Smart Documents: Bulletins Case Study
• Solution:
– Automated XML authoring,
distribution and tracking of
maintenance advisories
• Technology:
– XML Forms (Word 2003); Routing
(InfoPath); Content Portal
(SharePoint)
• Results:
– Reduces costs for producing
advisories by almost half, saving
$800K annually
– Cycle time cut from >20 days to
<10 days
– Ensures regulatory compliance
through improved auditing and
reporting
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Continental M&E Documents
M&E Bulletin
Revision
Checklist
Approval
Routing Slip
eDocs Revision
Checklist
Sample Sign
Off Sheet
Traveler
M&E Bulletin
Index
M&E Bulletin
Cleveland’s M&E
Bulletin Policy
Status Report
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Process Improvement
Authoring
Approval
Distribution
1
Eliminated 3 of 6
tasks
Read &
Sign Off
2
Eliminated 2 of 6
tasks
Eliminated 2 of 6
tasks
3
Eliminated 4 of 5
tasks
4
Eliminated 5 of 6
tasks
Follow-up
& Audit
5
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Authoring
9
Reading and Sign-Off
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Tracking and Compliance Reporting
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Solution Components
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Integrated Delivery Platform
Platform Building Blocks Available Today
• Structured Authoring
• Distributed Imaging
• Production Imaging
• Document
Advisor
Office
• Repository Services
(Static and Dynamic)
Capture
Manage
Deliver
Document / Data
Integration
Copyfinder
LDP
SmartTagger
Centralized
Imaging
Distributed
Capture
Index
Transform
Structure
Print
Decision
Support
Web
Delivery
Transaction
Initiation
FreeFlow
Repository
DataGlyphs
New Forms
of Capture
Categorizer
Fact Finder
Silx
End-to-End
Business
Processing
Outsourcing
XIP
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Smart Documents
Turning documents into
transactions and knowledge
Next Opportunity:
Connecting the Worlds of Data and Documents
The World
of IT
The World
of Documents
“Convergence
Complexity”
Information Labor
Cost Resides Here
Transactions
Decisions
Data = Information Structured for Machine Processing
Document = Unstructured Information Presented for Human Processing
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Approach:
Make Documents More Like Data, Then Make Them Smarter
The document becomes productive
PROCESS BASED ON BUSINESS RULES
CREATE AND STORE NEW
DOCUMENTS (& ARCHIVES)
The document becomes
the process agent
The document becomes
the application
The document becomes
the database
Servers-full
of files
Value of documents
TARGETED DISTRIBUTION AND WORKFLOW
Federated Repositories
of Self-Managing Content
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Classification Technology and
Application Fields
•Categorization
– Analyze or filter documents to determine where
they fit, what type they are or whom they belong to
in a business process. Uses learning machine
techniques.
– Application Field: Document filtering, storing
and routing in a business process
•Clustering
– Suggest how to organize or reveal unforeseen
patterns in textual information (documents)
– Application Field: Assist the customer in
establishing
a suitable classification, Analyze CRM data…
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Doc Mining Technology
and Application Fields
• Xerox Incremental Parser (XIP)
– Accurately analyze plain text from the standpoint of
meaning (e.g. who does what, when, or where)
– XIP turns raw text into manageable knowledge
assets/intellectual property
•Application Fields:
– High Value Information Discovery
– Sophisticated document filtering
– Concept-based document indexing
(not keyword-based)
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How Do You Make Documents “Smarter?”
Several complementary approaches
• Implement a Closed system
– Eliminate documents: All content exists as data in the
enterprise system
• Capture and integrate legacy documents
– Content imaged, converted, categorized, tagged,
placed into a repository
– Integrated business process through workflow and
enterprise system interoperability
• Create content that is smarter, managed, and integrated
at inception
– Easier to error-proof, better adoption rates, better
results, more flexible
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Make Your Documents “Smarter”
A Roadmap for Smart Documents and Smarter Document Mgmt.
• Step 1: Get Smart:
– Create Smart Documents in XML (e.g. Microsoft® Office)
– Use Smarter Document Management® to capture and
classify legacy documents
• Step 2: Get Smarter:
– Smarter Document Management® accesses documents
like a database
• Step 3: Make Some Sense:
– Use linguistics to analyze unstructured content
• Step 4: Put those Smarts to Work:
– Integrate Smart Documents with business process
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Thank You.