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Paper to PCs to Tablets: Process Revolution

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Chapter Announcements

Paper to PCs to Tablets: Process Revolution

Paper-based content clogs up processes

Masks workflow Adds physical delays Limits flexibility

Paper-based content

They work OK with paper, so we leave them that way

We have evaluated removing paper from some of our processes

We have one or two of the most obvious processes paper-free

We have a number of paper-free processes and may do more

We actively look at every process with a view to driving out paper

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

5,000+ emps

500-5,000 emps

10-500 emps

Paper-Free ProcessesHow would you describe your progress towards eliminating paper from your business processes?

N=420©AIIM 2012

A third of small and mid-sized companies and

22% of the largest have yet

to adopt any paper-free processes.

Only 20% of any size orgs pro-

actively evaluate all processes for

driving out paper

Lack of management initiatives or mandates to reduce it

Staff prefer paper for handling/reading/notes

We need physical signatures on paper

Some staff feel paper provides a more reliable/auditable/accessible record

Processes are too variable or unpredictable

Not cost-effective to provide suitable scanning/capture/workflow

Takes too long to create or update electronic workflows

Everyone knows how to use a paper form

Easier to involve others inside and outside the organization using paper

0% 10% 20% 30% 40% 50%

Paper-Free ProcessesWhy do you think there is still paper in so many business processes? (Max TWO)

N=420©AIIM 2012

It’s more of a management thing than a staff thing…

…although staff still like using paper and feel it’s

more reliable and accessible.

Plus that old signature

thing.

Paper-Free ProductivityHow much more productive do you think the administrative staff in your organization would be (or are) if their processes were work-flowed, using scanned forms and documents, with automated data capture?

N=323 excl. 53 Don't Knows©AIIM 2012

52% report a third or

more improvemen

t in productivity

.

Median: 29%

Average: 41%

No more productive

10% more productive

20% more productive

33% more productive

75% more productive

More than twice as productive

0% 5% 10% 15% 20% 25%

% of respondents

Same

1.25 times faster

1.5 times faster

2 times faster

3 times faster

4 times faster

5 times faster

10 times faster

20 times faster

More than 20 times faster

0% 5% 10% 15% 20% 25%

Paper-Free – Customer Response

By what factor would you say your use of scanning and capture improves the speed of response of your operational unit to customers, suppliers, citizens or staff? (Think about waiting time or elapsed time in minutes, hours or days)

70% 3x faster or more,

29% 10x faster or more,

On average, 6.7x

improvement in response

time

Median 3.7%

N=194 capture users, excl. 50 Don't Know/Not Applicable©AIIM 2011

% of respondents

Paper-Free ProcessesOf your processes that could be capture-enabled/paper-free, what proportion would you estimate you have done so?

N=332, excl. 42 Don't Know©AIIM 2012

52% report 10% or less

of processes that could be paper-

free.

Median: 14%

Average: 22%

None

2% of processes

5% of processes

10% of processes

15% of processes

25% of processes

33% of processes

50% of processes

75% of processes

90% of processes

100% of processes

0% 2% 4% 6% 8% 10% 12% 14% 16%

% of organizations

Paper-Free ProcessesWhich of your enterprise systems are image-enabled (work-flowing scanned documents) and/or data-integrated (using data captured from the scanned document) at a process level?

N=330, Line length indicates N/A or Don't Know

©AIIM 2012

Invoice automation and auto-

archiving are most likely to use captured

data.

Then Help Desk and HR.

SharePoint least likely to use capture or scanning

Finance/Order Processing

Records Management

Customer Service/Help-Desk

HR

Project Management

Quality/Compliance Monitoring

CRM/Sales Management

Case Processing

ERP/Operations/Manufacturing

Claims

Other Line of Business

Supply Chain/Logistics

SharePoint

Field Service

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Data Capture Image Enabled

“Although removing the paper from processes can dramatically improve process productivity and speed of response, most companies have so far only addressed the most obvious candidates.”

Source: AIIM Process Revolution – Moving your business from paper to PC to tablets.

Removing paper

Moving Process from …PC to Tablet

Extremely important

Important

Not so important

Not important at all

We have overriding security issues for

mobile technologies

0% 10% 20% 30% 40% 50% 60%

5,000+ emps500-5,000 emps

Mobile - driversHow important are mobile technologies to your organization as you think about improving your business processes?

N=388©AIIM 2012

67% overall “important” or

“extremely important.”

75% for largest orgs

We haven't really thought about it

We have overriding security reasons for not extending our systems outside of the office

We see no added-value in extending our systems outside of the office

We have evaluated mobile access to some of our processes

We have one or two of the most obvious processes accessible via mobile devices

We have a number of mobile-enabled processes and may do more

We actively look at every process with a view to mobile access

0% 5% 10%15%20%25%30%35%

Mobile ProcessesHow would you describe your progress towards mobile-enabling your business processes (making them usable on smartphones and tablets)?

N=419©AIIM 2012

76% have no mobile

processes: - 24% haven’t

even thought about it,

- 20% have security

reasons or feel it adds

no value- 32% have

evaluated it but not made

a move.

No more productive

5% more productive

10% more productive

15% more productive

20% more productive

25% more productive

33% more productive

50% more productive

75% more productive

100% (twice as productive)

More than twice as productive

0% 5% 10% 15% 20% 25%

Mobile ProductivityHow much more productive do you think the field-based or travelling staff in your organization would be (or are) if they could input directly to, and/or interact with back-office processes using mobile (hand-held) devices?

N=276, excl. 63 N/A or Don't Know

©AIIM 2012

45% report a 33% or more improvement

in productivity.

Median: 25%

Average: 36%

% of respondents

Same

1.5 times faster

2 times faster

3 times faster

4 times faster

5 times faster

10 times faster

20 times faster

0% 5% 10% 15% 20% 25% 30%

Mobile - Customer ResponseBy what factor would you say the use of mobile information access, process interaction and local capture has improved or would improve the speed of response of your operational unit to customers, suppliers, citizens or staff? (Think about waiting time or elapsed time in minutes, hours or days)

N=217, excl. 113 N/A or Don't Know

©AIIM 2012

45% 3x faster or more,

Median: 2.7x

Average: 3.2x

% of respondents

None

2% of processes

5% of processes

10% of processes

15% of processes

25% of processes

33% of processes

50% of processes

75% of processes

90% of processes

100% of processes

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Mobile - ProcessesOf your processes that could be usefully made available on mobile devices, what proportion have you done so?

N=217, excl. 113 N/A or Don't Know

©AIIM 2012

43% none.

71%, 5% of processes or

less.

Median: 2.5%

Average: 8.6%

% of organizations

Customer Service/Help-Desk

Document/Content Management

HR

Finance/Order Processing

BI (Business Intelligence Reporting)

Quality/Compliance Monitoring

Claims Management

Case Processing

CRM/Sales Management

ERP/Operations/Manufacturing

Supply Chain/Logistics

Field Service

Project Management

Other Line of Business

None of these

0% 5% 10% 15% 20% 25% 30%

Access & Process Operations Access &  Capture

Mobile - ProcessesWhich of your enterprise systems are specifically mobile-enabled for:  information access; access and capture (forms, documents, signatures, etc.); or access and process operations?

N=303, line length indicates None of these, N/A or Don't

Know

©AIIM 2012

In general, 5% of orgs are

able to drive main back-

office applications from mobile,

plus another 5% capturing input through

mobile.

% of organizations

Tablets

In your organization, what proportion of employees do you see/expect to see using iPads, tablets or digital clipboards for filling in forms?

Now: 2% of orgs, “half or more”

2 years time: 9% of orgs, “half or more”

5 years time: 33% of orgs, “half or more”

N=325©AIIM 2011

Extremely important

Important

Not so important

Not important at all

0% 10% 20% 30% 40% 50% 60%

Mobile – Customer-ProcessesHow important are mobile technologies to your organization as you think about future customer processes?

“Customer processes”

75% important or

extremely important.

N= 344©AIIM 2011

We have developed a mobile capture application for a specific customer-oriented process (e.g. mobile check/cheque deposit)

We offer a mobile capture application to our customers, and it is used for capturing a variety of customer documents

Our organization is investigating the use of mobile capture applications for our customers

We have no plans to offer a mobile capture application anytime soon to our customers

Not applicable in our kind of business

0% 5% 10% 15% 20% 25% 30% 35%

Mobile – Customer-FacingTo what extent is your organization providing mobile capture applications to consumers/customers/citizens that enable them to capture and submit a document into your business?

6+% using mobile

capture for documents

with customers.

29% investigating

,

32% not even thinking about it.

N=333©AIIM 2011

Audit your process to see where paper slows throughput, adds process steps or restricts transparency and reporting

Examine your customer response mechanisms to see if paper is slowing things down

Evaluate the latest technology for capturing data from forms and invoices

Brainstorm how the capabilities of modern mobile devices could transform your processes

Recommendations

Process revolution is NOW Productivity gains and speed of response

improvements can be dramatic Technology is underwriting the revolution Governance needs to be in place.

Conclusions

http://www.aiim.org/Research-and-Publications/Publications/Industry-Watch/Process-Revolution-2012

AIIM Research

Thank You and Questions