[AIIM17] Facilitating Business Process Improvement in Information Management - Charlene Cunniffe

Facilitating Business Process Improvement in Information Management

Charlene Cunniffe Associate Director, Governance & Operational Support

Information & Records Management

• History of Lean• Introduction to Lean Principles &

Tools• Using Lean & CI to Manage

Transversal Cooperation• RIM and IT

One Company’s Approach

• Use Lean & Continuous Improvement tools & mindset

• Encourage executive sponsorship

• Expect cross-functional CI efforts

• Use lessons learned from Lean events such as kaizens

• Create End-to-End (E2E) process and accountable process

owners

IT & RIM Areas of Common Interest

• Information lifecycle management• Information governance• Deduplication of electronic files across the organization• Legal holds• Email management• Deletion, migration & archiving from shared drives and external devices• Onboarding/offboarding process • Information security• Tiered storage/cloud storage/ Office 365 – reducing ROT before migration to ease volume• Data migration and long-term archiving• Electronic content management and document management• Contract terms for information management vendors• Retention policies for electronic files, including multimedia

Records and Information Management

What is a record?

Information, in any tangible or electronic medium, that is created, received, or used in the transaction of Sanofi business, or that Sanofi is legally required to maintain. Records media include, but are not limited to, all forms of hard-copy and electronic documents, database systems, emails, films, microfiches, microfilms,photographs, biological samples including tissue samples/slides, audio and video recordings.

Bridging the Gap• Leadership recognition of transversal shared issues • Often identified through

– Internal or external customer complaints– Audit– Risk management assessments– Process breakdown

• Commitment to process improvement• Brainstorming sessions, workshops, kaizens

History of Lean

How Lean Techniques Generate Value

DMAIC

• Define• Measure• Analyze• Improve• Control

Non-Value-Added Activities are Waste

• T• I• M

• P

• W• O• O• D

People (Talent)

Over-processing

Define Phase

Lean Tools – Charter• Defines the Who• Confirms Sponsorship• Allocates Responsibility• Defines Success• Adjustable

Measure Phase

Lean Tools – Value Stream Map / Process Map Current and Future State

Analyze Phase

Improve Phase

Control Phase

Lean Tools – Implementation PlanWhat, Who, When, Status at 30/60/90 Days

Control Phase is ReachedGoal:• Ensure that the solutions are deployed and that the process stays

improved

Output:• Documentation & training of the new method(s)• Implementation Plan – who, when, how, status• Communications Plan – essential in larger projects• Change Management Plan – essential

Real Life EffortsCould We Have Done Better with CI?

One example: Email retention program – lessons learned

• Coordination lacking between global and US re: decision to roll out program• Treated as a short term effort but needed more project planning and execution• IT-IRM shared responsibility for rollout and training in US and Canada• Successful in reducing volume significantly with 90 day mailbox• Many internal customer issues and complaints• Issues with tools for replacement of .pst files and “forever” Inboxes• Global records retention schedule (RRS) not completed in time or harmonized• Limited tools & recommendations for email storage of the 2-3% of email that is records• Potential for smoother adoption with more communication and preparation• Currently partly deployed with pause to assess results and develop tools for records storage

Evolution of CI Plans – Onboarding & Offboarding

• Began with recognition of issues with process• At first, not seen as end-to-end process (hire to retire)• Multiple events spawned by initial kaizens • Recognition of need to establish full-scale E2E process

for new hires and terminations• Continuing small kaizen efforts as issues identified

Charlene Cunniffe, MS, CRM, CIP, IGPAssociate Director, IRM Governance and Operations Support

Sanofi US

[email protected]: 617-591-5957 CELL: 857-321-2022

675 West Kendall Street – Cambridge – Massachusetts 02142