Excellence in Practice,
Innovation and Excellence in Workflow and Imaging, Volume II

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Editor: Layna Fischer
ISBN: 09640233-6-9
Pages: 354
Retail: US $50.00
Size: 7" x 10"

Quality laminated hardcover. Illustrations, charts, references, appendices, bibliography, index.

Learn more about the Global Excellence Awards including rules, submissions and deadlines.

The prestigious 1998 Excellence Awards, now in their ninth year and competed on a worldwide basis, are highly coveted by organizations that seek recognition for their achievements. These awards not only provide a spotlight for companies that truly deserve recognition, but also provide tremendous insights for organizations wishing to emulate the winners’ successes. There is no better way to achieve excellence than to learn from others’ mistakes and successes.The criteria for submitting an entry are quite simple: the project should have been operational for six months prior to nomination, and have been installed within the past two years.

The submission guidelines, however, are more detailed. To be recognized as winners, companies must address three critical areas: excellence in innovation, excellence in implementation and excellence in strategic impact to the organization.

While successes in these categories are prerequisites for winning an Award for Excellence, it would reward all companies to focus on excelling in innovation, implementation and impact when installing imaging and workflow technologies. Without doing so, they will not achieve the full potential document imaging and workflow offer. Companies must recognize that implementing innovative technology is useless unless the organization has a successful implementation approach that delivers—and even surpasses—the anticipated benefits. True visionaries are not content with merely achieving benefits; they are proactively driven to raise the standard for excellence in their industry—in essence, moving the competitive goalposts.

The criteria for the case studies in this book:

Each case study received a prestigious Excellence in Workflow Award based on the the following:

• Innovation encompasses the innovative use of technology for strategic business objectives; the complexity of the underlying business process and IT architecture; the creative and successful deployment of advanced workflow and imaging concepts; and process innovations through business process reengineering and/or continuous improvements. 
• Hallmarks of a successful implementation include extensive user and line management involvement in the project while successfully managing change during the implementation process. Factors impacting the level of difficulty in achieving a successful implementation include the system complexity; integration with other advanced technologies; and the scope and scale of the implementation (e.g. size, geography, inter-company processes). 
• Impact is the bottom line, answering the question “what benefits does workflow deliver to the business?” Examples of potential benefits include: productivity improvements; cost savings; increased revenues; product enhancements; improved customer service; improved quality; strategic impact to the organization’s mission; enabling culture change; and—most importantly—changing the company’s competitive position in the market. The visionary focus is now toward strategic benefits, in contrast to marginal cost savings and productivity enhancements.

Readers of these detailed case studies can find out more about:

• Their system application, what the system is used for, who are the users and what the job entails
• What were their key motivations
• Their system configuration (number, and type of software, servers, scanners, printers, storage devices, etc., including the identities of the vendors and integrators involved)
• The number of users currently on the system and number of users planned.
• How the company has been impacted by their new system; cost savings, ROI and increased productivity improvements, competitive advantage gained, and how they managed to move the goal posts for their industry.
• Their implementation process and methodology, the project team, and the change management and business process reengineering issues they addressed.
• How these companies managed both their overall technological and business innovations.

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The Case Studies

AMP (Sydney, Australia) is Australia’s leading provider of retirement savings products and services with more than 2.5 million fund members. The implementation of the new business processes using workflow and imaging realized a 42 percent productivity improvement. Nominating vendor is Eastman Software Inc., with AMPlus as integrator. Merit Award: Asia/Pacific Rim

Bank of America’s Credit Operations (Phoenix, AZ) implemented a high-speed credit application imaging system incorporating sophisticated handwriting recognition and innovative neural robots into imaging and workflow processing to handle over 14,000 applications daily. Nominator is integrator Image Consulting Group, Phoenix, AZ with the imaging platform by FileNet Corp., Costa Mesa, CA. Gold Award: Imaging, North America

Baylor Health Care Systems (Dallas, TX) uses an Intranet workflow solution to coordinate contract negotiations, by which hospital directors discuss, review and approve pharmaceutical contracts. The nominating vendor is Action Technology Inc., of Alameda, CA., with integration supplied by Integrated Healthcare Solutions of Marietta, GA. Merit Award: Workflow, North America

Brigham Young University (Provo, Utah) with a 30,000 student body, now processes more than four million documents annually using a workflow system with imaging technology supplied by Data General’s AVImaging, that replaces outdated microfiche and microfilm technology and integrates legacy systems with image automation. Nominating vendor is Staffware, Wellesley MA. Merit Award: Imaging, North America

Bristol & West plc, (Bristol, England), reengineered its Mortgage Application Processing system, achieving not only a reduction of 25% in the time required to key applicants’ data onto the mortgage system, but also its corporate goal of providing "World Class Customer Satisfaction.’’ Nominated by Tower Technology, London England. Merit Award: Workflow, Europe

Defense Contract Management District West (DCMDW) (El Segundo, CA) is advancing toward a paperless environment with the implementation of the Totally Imaged Federal File (TIFF) project which automates the sophisticated human resource process. Nominating integrator is Universal Systems, El Segundo, CA. Merit Award: Imaging, North America

Federal Central Register (Berlin, Germany) The Federal Central Register (FCR) in Berlin, a division of the German Civil Supreme Court, with a staff of 470 people, is responsible for the administration of an enormous database with records of all convictions of German citizens from German and foreign courts. The key aspect to note about this system is that through change management principles, major changes can be introduced successfully in organizations that would normally be extremely resistant to change. Nominating vendor is InConcert, Inc. with Dr. Hartmut Storp of Ahrensburg, Germany, as integrator. Silver Award: Workflow, Europe

Hypo-Bank (Unterfoehring, Germany) Hypo-Bank’s EDP environment reflects the high complexity which results from a combination of central mainframes communicating with more than 600 decentralized LANs with more than 10,000 PCs. Hypo-Bank’s management has acknowledged the use of document and workflow management as an important success factor in relation to competitiveness. The main concept of this installation: this is an example of imaging and workflow being used pervasively as essential IT infrastructure to support numerous business processes throughout the organization. Nominating vendor is IBM Corporation. Gold Award: Imaging, Europe

Janssen Research Foundation (Titusville, NJ) uses imaging and workflow to manage case report forms (CRFs) to reduce drug development time, specifically the clinical trial execution process, which involves final data collection, verification and data entry. Nominating vendor is Universal Systems Inc., Chantilly, VA. Merit Award: Imaging, North America

Sanlam (Bellville, South Africa). Sanlam Electronic Business is focused on transforming the company and its business units. As part of a custom workflow system, implementation of a Telemarketing System formed part of this transformation. Direct sales success increased by over 200 percent and telemarketing contact increased from 500 to 2000 new prospects per day. Integration was supplied by BSW Data Ltd., Cape Town, South Africa. Merit Award: Workflow, South Africa

Science Applications International Corporation (SAIC) (San Diego, CA), a worldwide integrator with 22,000 employee-owners, reengineered its legacy systems and streamlined their business processes by increasing use of automation (through employment of SAP), simplifying roles and responsibilities, and capturing business information once with imaging at time of creation. Nominating vendor is Eastman Software, Billerica, MA. Merit Award: Workflow, North America

Swiss Bank Corporation (Zurich, Switzerland). SWB’s implemented a fully integrated electronic securities trading system in the Swiss financial service market. The workflow system resulted in annual savings of 3-5 Million dollars in the area of securities custody and settlement processing. The overall reorganization of the business area resulted in a cost saving on personnel of 30 million dollars. The key to note here is that workflow totally automated many of the routine processes so that they no longer had to be touched by humans. This allowed knowledge workers instead to focus on the complex cases, where most of the business risks are. Nominating vendor is Eastman Software Inc. Integrator is Systor AG. Gold Award, Workflow, Europe

Tennessee Valley Authority (Decatur, AL) reengineered its Procedures Control and Maintenance Work Processes handling paper-intensive 14,000 work orders and 5,000 procedure changes annually by implementing workflow and electronic routing at its Browns Ferry facility. What is noteworthy about this case study is that it was a massive BPR project that succeeded. Nominating vendor is Identitech, Melbourne, FL., with TSW International of Atlanta, GA., as integrator. Silver Award, Workflow, North America

The University of Alberta’s (Edmonton, Alberta, Canada) largest academic interlibrary loan lending system filling 110,000 information requests annually and serving over fifty client institutions and tens of thousands of researchers throughout North America, uses workflow software to redesign its interlibrary loan (ILL) process and develop an innovative Internet document delivery services. Nominating vendor is Logical Software Solutions, Calverton, MD. Integrator is NSI Network Support Inc. Gold Award: Workflow, North America

The University of Central Florida (Orlando, FL.) with a student body of 26,000, is using innovative workflow applications in student applications (via Internet) student records, finance, accounting and personnel, making the campus one of the most technologically advanced in the country. What would previously have been back office processes are now directly accessible by customers via the Web. The nominating vendor is Mosaix Inc. of Alameda, CA. Merit Award: Workflow, North America

VELO Motor Accident Management Ltd. (Marlow, England) is the largest fleet accident management company in Europe, handling more than 120,000 fleet vehicles for over 400 top UK companies. VELO’s ClaimFlow system automated 29 business processes resulting in a 25 percent increase in productivity. Nominating vendor is Eastman Software, Inc., with integration by Relational Developments Limited. Silver Award: Imaging, Europe

Westinghouse Electric Company’s Energy Systems Business Unit (Monroeville, PA) has implemented an Information Delivery System to search for scanned nuclear power plant design documents and to archive completed work in accordance with Nuclear Regulatory Commission requirements. This case study is noteworthy for the way they implemented workflow and imaging on enterprise-wide basis, and also integrated with external suppliers and customers. Nominating vendor is FileNet Corporation, Costa Mesa, CA. Silver Award: Imaging, North America

Guest Chapters:

To add depth and meaning to the case studies, four leading industry analysts and experts were invited to contribute chapters from their respective perspectives.

The Introduction is by Mordechai Beizer, Chair, AIIM Accreditation Workflow Subcommittee, and also Vice President, Workflow Components for Eastman Software. His experience in working with winning organizations is reflected by the large number of Award winners that have successfully used Eastman Software products.

Connie Moore, leading industry analyst and Vice President with Giga Information Group, and Excellence Awards judge, takes a thoughtful look at knowledge management, and workflow’s role in building process knowledge within organizations. As the knowledge era unfolds, companies will increasingly focus on empowering knowledge workers rather than automating clerical processes that are based on outdated division of labor concepts. Instead, workflow will become a repository for Process Knowledge, allowing companies to quickly adapt and redesign processes as the business environment changes.

In Beyond Groupware and Workflow, Dr. Marvin Manheim presents his premise of Cognitive Informatics: the role of IT is to enhance people’s ways of working. Building on this premise, an information architecture of an enterprise can be developed. His chapter outlines key elements of this architecture and shows how these directions of software development can be integrated into a unified architecture that meets the needs of the organization and the needs of individuals and workgroups.

Business Event Methodology is a hands-on tutorial examining the central concept of Organizational Events and how to partition Business Events. Brian Dickinson, author of Risk Free Business Reengineering contributes an excerpt from his new book Creating Customer Focused Organizations.

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