The document performance management (DPM) practices highlighted below can help organizations drive operational efficiency while containing costs. The practices incorporate the Six Sigma(R) business performance methodology, which focuses on root cause analysis, variance reduction and the elimination of defects in manufacturing and business processes.
Monitor Key Performance Indicators
A DPM system, such as Oce MAX, can enable companies to more effectively manage their document processes and outsourcing service providers. For example, with the Oce MAX system, a company can work with Six Sigma-trained Oce experts to monitor Key Performance Indicators (KPIs) based on the company's business objectives and the services it's outsourcing. For copier and printing performance, the company might track cost per page, job types produced, or service calls. Problems or defects can be identified and eliminated by using monitoring tools that include color-coded dashboards, stop light indicators, performance reports, and continuous improvement plans. Using Oce Max, a research and development company that works with the federal government decided to automate the tracking of compliance as a KPI. The new tracking process enabled the company to increase efficiency and eliminate 15 hours per month per manager spent manually preparing compliance reports at various facilities.
Strive for Continuous Improvement
Organizations, working with their outsourcing service providers, can tackle complex business problems by implementing a comprehensive Six Sigma project. This includes measuring a document process in order to quantify a problem (such as spiraling costs); determine its cause; and use data to make fact-based decisions on how to improve the document process continuously. A manager at a major telecommunications company installed Oce MAX to monitor document performance. After identifying an increase in overnight mail volume and expense, the manager engaged Oce to launch a Six Sigma project to reduce the amount of non-urgent material being sent to internal locations. Based on the project's findings, a new, nationwide mail and shipping process was implemented that saved $500,000 in the first year.
Benefit from an Enterprise View
A key way many organizations can reduce costs is by analyzing their document management activities through an interactive dashboard. The Oce MAX interactive dashboard, for instance, enables users to view a detailed breakdown of a specific service level agreement at the enterprise or location/user level. The flexibility of the enterprise view can yield significant benefits. One Oce mail center management client had 21 banking locations with varying mail volumes and delivery expectations. The company installed Oce MAX to study mail volumes and overall productivity. Trends data revealed that several locations were not operating cost effectively. The company implemented new processes and saved $72,000 in six months.
Measuring the performance of document management activities (such as mail/shipping and print/copy center operations) can lower costs and increase operational efficiency. Oce Business Services recently issued a survey report, "A Premier Standard, How Organizations can Elevate Business Performance through Advanced Document Process Management" ( http://www.obs-innovation.com/62.aspx.) The report links six document management practices to high value business benefits, according to senior executives experienced in document management. One finding is that a majority of survey respondents indicate that their organization is measuring document process performance. They also report key benefits including enhanced efficiency, reduced cost, and higher return on investment in document management activities.
About Oce Business Services
Oce Business Services is a leading international provider of document process outsourcing services and technology to businesses and the public sector. We improve and manage non-core yet critical document processes to enable organizations to reduce costs, increase efficiency, mitigate risk and improve operational performance. Our solutions span the document lifecycle, from creation through disposal, including business records, eDiscovery, imaging, print and mail management. Proprietary service delivery methodologies apply Six Sigma(R) to improve results. To learn more, visit http://www.obs-innovation.com.
Oce is a leading international provider of digital document management technology and services. Oce employs around 24,000 people, with 2007 revenues of approximately $4.6 billion, and operates in more than 90 countries. For more information about Oce, visit http://www.oceusa.com. Outside the U.S. consult http://www.oce.com.
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