This article originally appeared in the June 2012 issue of INTERNET TELEPHONY
It’s the age of big data. And more information means not just more storage and a requirement for bigger pipes, but also different requirements when it comes to managing documents and related businesses processes.
Indeed, Ron Glaz, IDC (News - Alert) program director for digital imaging solutions and services, in an October 2011 reported, noted: "The worldwide document solutions market continues to grow at a healthy rate of 6.8 percent. Growing integration of mobility solutions within businesses is expected to drive security and mobile printing software to obtain double-digit growth rates during the forecast period."
To find out more about the document management space, INTERNET TELEPHONY recently interviewed Ken Neal of Océ Business Services.
Define document process management. What does it entail?
Neal: Document process management entails managing the linked business processes that make up this complete cycle of events, in electronic or paper form. Our services include records management, imaging, print center management, managed print services, mail and shipping, and electronic discovery (eDiscovery). Most importantly, implementing document process management, whether internally or outsourced, can help organizations reduce costs, improve efficiency and optimize performance. While Océ Business Services is a major player in document management, we are also expanding our leadership into business process management. The relationship between the two is that document management supports the business process, such as accounts payable.
How did Océ Business Services get its start? How has it evolved over time?
Neal: In 1997, Océ acquired Archer Management Services which primarily provided mail services. Then in 2004 Archer became Océ Business Services, and the company set out to become a provider of services that span the document lifecycle, from document creation through disposal. Today Océ Business Services has evolved to become a leading provider of business process services that help many of the world’s largest organizations achieve success.
Neal: In 2010 Océ joined the Canon Group of companies with headquarters in Tokyo, to create the global leader in the printing industry. Canon develops, manufactures and markets a growing line-up of copying machines, printers, cameras, optical and other products that meet a diverse range of customer needs. The Canon Group comprises over 198,000 people worldwide. Global net sales in 2011 totaled $45.6 billion.
Who are Océ’s customers?
Neal: Océ Business Services primarily serves large and mid-sized enterprises, law firms, educational institutions and the public sector in North America. A significant percentage of our corporate clients are FORTUNE 500 companies, and a solid percentage of our legal industry clients are law firms ranked on the annual Am Law 100 list.
What exactly does Océ sell to these customers?
Neal: We supply people, process and technology; technology includes both software and hardware to which we add value through integration and subject matter expertise. Our services are contracted for by both project-based and multi-year agreements.
How does Océ stand out from other document management providers?
Neal: One key differentiator is that we do not focus on only selling equipment or providing service in one specific area such as mail management. In contrast, our integrated services span the full document lifecycle, from document creation through disposal. Second, our services are independent of deploying any specific brand of equipment, and therefore we can truly customize our services to meet our clients’ business and technical requirements. Third, we can provide our services via a flexible, blended delivery model utilizing our onsite, offsite and offshore operations. Fourth, we offer clients deep expertise in Six Sigma methodologies that can help them drive continuous process performance.
What is the biggest challenge in terms of document process management today?
Neal: Many companies, for example, are struggling with a legacy technology infrastructure that is not meeting their current business needs. Additionally, many organizations have limited staff with limited expertise in document process management, and they lack the knowledge of how to optimize and continuously improve document management activities. Another big challenge is a lack of policies, processes and procedures to effectively meet government and industry compliance requirements, which increases risk.
What is the biggest trend in terms of document process management today?
Neal: One important trend is that enterprises can improve productivity, achieve better customer satisfaction and drive savings in their document-intensive business processes with an optimized document intake or imaging operation. This is a finding of a recent industry survey conducted by a major analyst firm and sponsored by Océ Business Services. The study also concluded that optimizing a business process imaging operation should go beyond the deployment of technology and must also include ongoing expert management of both the workflow process and the people utilizing the technology.
What’s next for document process management?
Neal: The strongest areas for spending this year according to a significant majority of survey participants are document imaging (91 percent) and records management (88 percent).
Edited by Stefania Viscusi