Post on 13-Nov-2014
description
How to achievean almost paperless office
Session 4.4 – Effective change management towards a result oriented organizational culture
Bruno Jeurissen
29-30 September 2011Warsaw
Content
• Company• More than 10 years experience in going paperless
– To a paperless quality management system (1999 -> present)
– To a paperless administration through intranet(2005 -> present)
• Lessons learned• Looking to the future
VMW = stained areas in Flanders
Municipalities : 170
Staff : 1500
WEST-VLAANDERENOOST-VLAANDEREN
VLAAMS-BRABANT
LIMBURG
BELGIUM / FLANDERS
To a paperless quality management system (from 1999 - present)
• Converting• Methods and techniques
– Conversion of existing paper documents into templates– Ranking– Ranking of information according to department or service– Full text search– Occasional use of process descriptions– Final product made with WEBISO
• Results and demo
Lessons learned with the use of Webiso
Updating documents by document managers• Knowledge of html required• High threshold due to the nature of the program• Uniform structure requires much discipline and rules• Lack of documented business processes
• Full text search• Webiso is a CMS focused on TQM• Need for ECM…..
Move does change……
To a paperless administration through intranet(2005 - present)
• Methods and techniques– Retrieval of documents– DMS and CMS implementation (3 months) – 50.000 EUR !– Uploading and structuring documents– Training and phasing– Final product made with OpenIMS
• Results with OpenIMS
Content management system – CMS(1400 pages)
Document management system – DMS(> 110.000 documents)
Portal– PS personal page
Gradual transition ! Slow cultural change…
Introduction: end users think it’s very nice but there is no need for it
The training is too long ago and the knowledge is gone
Can you create a workflow for me ?
Why is the workflow not ready yet ?
Digital forms ?
Digital mailroom a whish
Digital mail room required
Why not as fast as Google ?
20052005
20112011
Lessons learned with OpenIMS (1)
• General
– More valuable for the individual– Less work– Fewer process steps– More efficient document flow– Better communication– More efficient e-mailing
– Common goals necessary– Vision
Lessons learned with OpenIMS (2)
• Specific CMS– Different webmasters working together– Providing top hits (phonebook, restaurant menu, yearbook,
press reviews)– Using history: self controlling system– Updating pages is very easy– Direct link with DMS is a particular highlight– No knowledge of HTML required
Lessons learned with OpenIMS (3)
• Specific DMS– Considered as a digital archive– Slow cultural change– Criticism of end users– Everyone wants its all– Increasing demands– Impatience– Google effect
New techniques, new problems
• Too much information, risk of getting lost• Old habits vs new resources• New filing methods• Continuous adaptation to changing needs• Changed objectives of end users / management• Other ways of communication• Rethinking paper - mail - digital - hyperlinks - cloud• Digital delivered mail introduces new ways of
working
Tips for introducing ECM successfully (1)
• Board of directors• Software should be simple and …keep things simple• Elder staff.. special attention• Don’t copy old methods• Everybody must know & adapt the system• Guest rights• Rights to edit document only obtained after training• High and continuous training effort
Tips for introducing ECM successfully (2)
• Many webmasters (e.g. CMS) and not too many rules• Gradual introduction• Small groups with basic knowledge• Own staff offer better training (feedback)• Newsletters• Training new staff directly at reception• Only support from IT• Business process management ! Rethink.
Forecast future developments of intranet
• Improving navigation and search
• More paperless working– Improving working methods– Digital mailroom– Knowledge management
• Business process mapping
Bruno Jeurissen
Vlaamse Maatschappij voor Watervoorziening (VMW)Vooruitgangstraat 189
1030 BrusselBelgium
bruno.jeurissen@vmw.behttp://www.vmw.be
http://www.linkedin.com/in/jeurissenbTwitter : jeurissenb
Tel. 0032 2 23 89 677Mob. 0032 497 70 86 93
References
• OpenIMS (tool for ECM)http://www.openims.com
Webiso (tool for web based quality manual)http://www.webiso.be
• BizAgi (free BizAgi process modeler)http://www.bizagi.com
• Vlaamse Maatschappij voor Watervoorziening• http://www.vmw.be