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Business Process Management and Outsourced Capture – What’s the Link?
By Doug Allen, CRM, CDIA+ | February 26, 2008
We hear about and read about business process management (BPM) as being important to business enterprises. Efforts to continue to push the envelope of productivity improvement and customer service improvement motivate organizations to invest in software and to pursue implantation aggressively. Believe it or not, there are direct benefits from those outsource capture firms that have implemented Business Process Management Technology, like Global 360’s Business Optimization Suite. Customers of those firms benefit directly from:
- Increased visibility into their outsource partner’s processes
- Improved ability to monitor contract compliance with service levels
- Ability to locate information that is currently in an outsource partner’s hands – often at the folder level
- Ability to provide reporting to senior management on the status of one or more conversion projects
- Improved communications and issue reporting with the organization’s conversion partner
In improving visibility of an outsource partner’s processes, the use of BPM tools allows an organization to better understand and to see real-time information regarding the progress of either an ongoing scanning effort or a large back-file conversion effort. They can actually look at the current status of those efforts over a secure web link.
Turnaround times can be readily calculated and reported to an organization on an automatic basis. Organizations whose partners make use of BPM tools can see immediately whether their outsource firm is either in compliance with service level agreements, or whether they may be out of compliance.
BPM tools often make use of the data collected through the preparation, scanning, indexing, and quality assurance processes to provide customized reports that limit a project managers work in reporting to senior management on the progress of conversion efforts. The use of graphical representations of information (e.g. bar charts or graphs) can supplement the data provided in those reports to provide an accurate picture of the status of the conversion efforts.
Communications with outsource conversion partners has been handled by telephone and email in the past. The use of BPM tools and the collaboration components within them can significantly improve issue reporting, tracking and resolution. That collaboration component also helps ensure that no issue drops through the cracks, and that all open issues are visible to both parties.
Could such capabilities be applied to large-scale in-house scanning and conversion efforts? The answer is yes, so long as there is adequate data available from the capture software in use.
Topics: R.I.M. Technology | No Comments »
