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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
ENTERPRISE DATA MANAGEMENT (IT621)
UNIT 1 INDIVIDUAL PROJECT REVISION
BEVERLY WOOD
N0VEMBER 8, 2021
Table of Contents
ABSTRACT
..................................................................................................................
4
PROJECT OUTLINE & REQUIREMENTS
.........................................................................
5
ABOUT THE COMPANY
...........................................................................................
5
CONCERNS WITHIN THE EXISTING ECM
..................................................................
6
DEFINING ENTERPRISE CONTENT MANAGEMENT
...................................................
7
THE RISE OF ECM
.......................................................................................................
8
ECM SUMMARY
.........................................................................................................
8
THE NEED FOR ENTERPRISE CONTENT MANAGEMENT
..........................................
10
SECURING CONTROL WITH ECM
...........................................................................
10
DOCUMENT MANAGEMENT
...................................................................................
11
RECORDS MANAGEMENT
........................................................................................
12
DIGITAL ASSET MANAGEMENT
...............................................................................
13
WEB CONTENT MANAGEMENT
..............................................................................
13
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
BUSINESS PROCESS MANAGEMENT
........................................................................
14
PAYMENT CARD INDUSTRY DATA SECURITY STANDARD (PCI DSS)
..........................
15
AN IDEAL ECM SOLUTION
.....................................................................................
15
ECM COMPONENTS
..............................................................................................
16
THE COMPANY’S NETWORK
.................................................................................
18
NETWORK INFRASTRUCTURE
..................................................................................
19
PROJECT REQUIREMENTS
.....................................................................................
19
SIX SIGMA METHODOLOGY
..................................................................................
21
LEAN SIX SIGMA
......................................................................................................
22
PHASE 1: DEFINE (what issue needs to be fixed?)
..................................................
22
MEASURE
.................................................................................................................
23
ANALYZE
..................................................................................................................
23
IMPROVE
.................................................................................................................
24
CONTROL
.................................................................................................................
24
STEPS IN THE IMPLEMENTATION LIFECYCLE
..........................................................
25
TIMELINE
..............................................................................................................
26
References
...............................................................................................................
32
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
ABSTRACT
Today it is of upmost importance for all enterprises to manipulate Enterprise Content Management across the entire company. The reason for this is because without even realizing it,
companies generate a vast amount of information or content each day. Additionally, how companies go about managing information or content could face extensive lawful, professional, and corporate penalties if the information or content is not managed in the correct manner.
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
PROJECT OUTLINE & REQUIREMENTS
In the world we live in today, enterprise content management is vital for all companies to have. Enterprise content management are established strategies, processes, and tools that companies manipulate to capture, organize, track, and deliver sensitive information to their stakeholders (suppliers, employees, customers, etc.) whenever the need arises. Enterprise content management ensures that all departments within the company can access necessary information when the information is needed to complete work efficiently, as well as make more informed decisions.
ABOUT THE COMPANY
Wood’s Electronics is an online business that offers a variety of electronics to their customers. This company began as a home-based business about five years ago and has since grown into much more than a home-based business. A little more than a year ago, business started to pick up more than ever, and their products were in high demand. This meant the company needed a better location to perform its business operations, along with warehouses to
store their products. As a result, the company moved its business into an office and obtained some warehouses. Due to the company relocating, the demand for their products has yet again increased, and so has their customer base. Because of the higher demand for products, the information stored within the existing ECM is increasing at a considerable rate. Additionally, being that the company has a warehouse on the west coast and one Page 4
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on the east coast customers should have orders delivered to them on time. This, consequently, will increase the customer satisfaction rate. On the other hand, since the start of the pandemic the overall productivity of the company has diminished, understand why is not so easy to do. The company’s overall productivity rate needs to be focused on immediately. Since, the company started out, there has been various technologies, techniques, and tools executed as an attempt to manage the information or content of the company successfully. Still, the company’s existing ECM is not managing information or content accordingly. Information is not easily accessible to all within all departments of the company, and file sharing is only able to be done in certain departments. In addition to these issues, the existing ECM is currently housing only approximately forty-two percent of the company’s information or content securely.
CONCERNS WITHIN THE EXISTING ECM
The company’s IT specialists have led the executives to believe that the company’s information is not being properly managed within the existing ECM. To get assistance and to gain insights on the ECM, Administration has scheduled a consultant to come meet with the CEO, CIO, and some of the IT specialists, to go over the process of assessing the existing ECM. From there, the consultant will perform an assessment, then based on the findings and results, recommendations will be offered to the company. This assessment will provide the company with assistance in making the decision on whether to upgrade the current ECM so that the productivity of the company can be improved, and the information can be easily accessible for all departments and authorized users, or if the best solution is to implement a new ECM to Page 5
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ensure the functionalities will operate as intended, and the ECM will generate the desired results. In addition to performing the assessment and providing recommendations, the consultant will assist the IT staff members, and employees from other areas within the company, along with some of the company’s executives with developing an Enterprise Content, Governance, Policies, and Procedure’s Manual.
DEFINING ENTERPRISE CONTENT MANAGEMENT
According to AIIM, ECM can be defined to as “the technologies used to create, manage, customize, deliver, and preserve information to support business processes”[ CITATION Vom11 \l 1033 ]. However, since their initial definition was introduced, AIIM has updated their way of defining ECM to include strategies and methods.
[CITATION Placeholder1 \l 1033 ], the authors of Enterprise Content Management, claim that “other than the AIIM research team, other individuals have given thorough definitions of ECM”. For instance, [CITATION Placeholder2 \l 1033 ] defines ECM as “the strategies, processes, methods, systems, and technologies which are essential in capturing, creating, managing, utilizing, publishing, storing, preserving, and discarding content within a company””. Based on the diverse characterizations or definitions available, ECM is considered to be a built-in model of information management that brings together content management, document management, document imaging, and records management
[ CITATION Gra11 \l 1033 ].
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
[CITATION Placeholder1 \l 1033 ] also stated that while conducting research, they determined that “ECM was seen as an element of knowledge management, which controls a company’s unambiguous knowledge”. THE RISE OF ECM
Enterprise Content Management systems bring together an array of content management solutions that control or manage web content, files, documents, digital assets, and
images. The goal of an ECM solution is to deliver a platform for recording, saving, exploring, revising, following, sharing, and delivering content in all formats to small or large companies of all kinds. ECM has also obtained support from some of the government regulations such as the USA Patriot Act, the Sarbanes-Oxley Act, and several uncommonly known regulations in individual businesses. Some of the regulations include requiring companies to keep documents for a certain amount of time and make all documents in a digital format which are required to be movable as well. Some regulations require companies to observe the incoming and outgoing employee emails. Having numerous regulations to comply with, more and more companies are embracing ECM systems to gain assistance with compliance, as well as with managing the company’s information or content. ECM FUNCTIONS
An ECM solution has several functions which companies can take advantage of. Listed below are the primary functions of an ECM solution
Data Entry (scanning, recognition, entering web forms)
Content storage and backing up the content
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Content categorization and markup
Search and indexing
Presenting content to the user
Collaboration on content
Access control
Version control
Content publishing
Business process management
ECM SUMMARY
ECM combines areas such as the document and knowledge management with workflow and the business processes of a company and is said to be a method that companies manipulate to get assistance with controls the information or content. This consist of documenting knowledge creation, the company’s business processes, and sharing
documents and/or content across the entire company [ CITATION Vom11 \l 1033 ]. Both structured and unstructured content, along with the company’s information which is housed or stored securely in its system. All content and information will be easily accessible across the company, in all departments for all employees at the precise moment it is needed. Enabling the company’s content and information to be accessed by all departments when it is needed, improves, or increases the overall productivity of the company.
CONTENT TYPES
STRUCTURED
UNSTRUCTURED
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Contracts
Graphics/multimedia files
Invoices
Folders
Reports
Web Pages
Spreadsheets
Application Program Files
Presentations
Employee Communications
Table #2 <types of content>
Furthermore, an ECM solution ensures all business processes and the information that relates to each process is supplied and readily available to the company’s employees. ECM systems come equipped with the appropriate functionalities and features to complete various tasks which are necessary in supporting the information of the company in an effective and lucrative manner.
THE NEED FOR ENTERPRISE CONTENT MANAGEMENT
Wood’s Electronics seems to be organized when it pertains to managing the company’s information and documents. However, due to the high demand of the company’s electronics, and expanding the locations of the company to include an additional office as well as a warehouse, the need for a more effective way to manage information or content such as the payment information of the customer’s, billing addresses, business strategies, training material, etc., along with documents such as company invoices, and purchase receipts from the suppliers,
has emerged. Furthermore, the company also keeps record of all employees (past and present) for financial purposes. These records contain information such employee’s full names, social Page 9
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security numbers, date of birth, addresses, and their banking details. This information will also need to be handled in the correct manner.
SECURING CONTROL WITH ECM
As stated by [ CITATION Nai08 \l 1033 ], an array of content in formats such as images, text documents, web pages, spreadsheets, emails, and multimedia were introduced by the new digital era. And with the vast amount of content companies generate increasing by the day, controlling the content can be a difficult task to accomplish. Over the years, several approaches on how companies can create and control the content that they generate and consume has been introduced and reflected upon from a record keeping and document management point of view. When it comes to ECM strategies,
companies need to address explicit requirements that fall in one of six categories which are:
Document Management
Records Management
Digital Asset Management
Web Content Management
Business Process Management
Payment Card Industry Data Security Standard (PCII)
DOCUMENT MANAGEMENT
Document Management is the utilization of a computer system and software to save, control, and track documents, pictures, and even images of information that originated in paper format and was captured by utilizing a document scanner. Document management Page 10
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systems enable users to revise and control documents, but they generally have a shortage of functionalities that help control information records such as record retaining and disposal. Some
of the key features document management include the following:
Check In/Check Out and Locking:
to manage real-time revisions being made to a document, so that one person’s modifications do not overwrite modifications made by someone else.
Version Control:
this is so details on how the document was created, and how the most current version of the document is different than the original version. Audit Trail:
this provides all the necessary information about the revision history of a document. It will give details on who performed what action to a document during its life in the system.
Rollback:
this allows a document to be taken back to previous versions if an
error occurs or premature release happens. With document management multiple users can easily access the information or content concurrently from a central location, and the information provided to the users is always readily available and up to date. The time spent searching for certain documents as well as the cost to house the company documents is reduced due to physical storage locations no longer being necessary components. Document management also handles the information that relates to the modifications which were made to the document. It includes the name of the user which made the Page 11
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modification and when the modification was made. Furthermore, document management also handles the information which pertains to the revision updates and history. And lastly, document management allows users to return a document to a previous version in case an incident occurs, or accident modification were made.
RECORDS MANAGEMENT
ISO Standard 15489: 2001 defines Records Management as “the area of management accountable for the effective and organized control of the formation, invoice, upkeep, utilization, and disposal of company records, which also includes the process for capturing and preserving proof of and the information about the business activities and transactions which are in the form of a record”. A record is information that was constructed, gathered, and/or preserved within a company or by an individual while communicating on a business level, or conducting business related operations of any sort. Records are physical entities, digital content, or information benefits the company. Some of the more common records found within a company consist of:
Emails Contracts
Training Material Elements that involve executive actions to occur such as controlled emails and other forms of communications.
The company’s agenda or schedule
Project Reports Page 12
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Elements necessary to communicate the company’s requirements such as policies, procedures, and/or guidelines.
Elements which support the financial commitments of a company such as contracts, invoices, and purchase agreements. DIGITAL ASSET MANAGEMENT
Digital asset management is a business process used to arrange, save, and retrieve rich media. It also handles digital rights and permissions. Rich media assets include photos, music, videos, animations, podcasts, and other multimedia content [ CITATION Jon21 \l 1033 ]. Digital Asset Management is simply a set of database records. WEB CONTENT MANAGEMENT
Web Content Management is a platform that supports preserving, monitoring, modifying, and reconstructing the content found on web pages. Generally, content is stored in a database and compiled utilizing a docile language such as XML or .NET. Users work with the system at the front via a standard web browser. From here the user is able to revise, manipulate
sections of the layout along with adding and managing the web pages without having any prior coding experience or HTML expertise. To accomplish this the ECM
will need to have some or all of the following functionalities listed below. Automated templates that can be modified easily on one platform and then moved throughout the entire system
Modifiable content
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Extensibility Web standards which are updated on a regular basis Simple workflow for processes such as delegation, revising, and authorization for release
Content Lifecycle Management, which occurs from the creation to deletion of the content
Web page version control
To put it in terms that may be easier to understand, web content management are the methods, techniques, tools, etc. manipulated to create, update, and maintain a website.
BUSINESS PROCESS MANAGEMENT
As defined by Gartner, Business Process Management (BPM) employs methods to discover, model, measure, improve and optimize business strategies and processes. Some of
the benefits of business process management include but are not limited to the following:
Improved productivity and cost reduction.
Superior employee and customer experience
Business processes that are scalable
Better simplicity
Depends on development teams less often
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PAYMENT CARD INDUSTRY DATA SECURITY STANDARD (PCI DSS)
The Payment Card Industry Data Security Standard is a set of security standards[ CITATION PCI \l 1033 ] aimed to guarantee that the companies who handles credit card payments and/or information do so within an environment that is secure.
AN IDEAL ECM SOLUTION
The ideal ECM solution for Wood’s Electronics will implement requirements that will help the company to achieve its goals, as well as continue to operate a successful business. Below some of the requirements of the ECM solution have been listed. These requirements have been determined based off the needs, goals, processes, and processes of the company.
provide functions that track and control document revisions.
Assist with classifying documents, policies, and adherence to retention schedule and policies.
Provide functionalities which will improve employee productivity throughout the entire company
Provide automation capabilities so business processes can be accomplished via automation
Provide automatic alerts or notifications
The system shall allow central repositories to be created to store all the company’s vital information.
The repository shall be secure, manageable, and sharable
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ECM COMPONENTS
Enterprise content management contains components that companies utilize to securely house and control all its information or content. These six individual components are said to be the building blocks which hold the existing functionalities of an ECM model. Provided in the table below are the six ECM components and the appropriate definitions.
ECM COMPONENTS
COMPONENTS
DESCRIPTION
CAPTURE
An ECM solution ought to have the ability to capture any file formats from any real position, and instinctively categorize the company’s documents.
MANAGE
ECM guarantees the company’s processes are enhanced, forcing productivity by diminishing the amount of time that is wasted.
INTEGRATE
ECM solutions must combine all the company’s critical business applications, such as Workday, Microsoft, and many others[ CITATION Com21 \l 1033 ].
ACCESS
ECM solutions must allow users to access vital information quickly and easily. The individuals who need access this
material should have the ability to access it easily and from any location.
MEASURE
ECM solutions must allow users to observe and describe the information and actions in the solution, minus getting the IT and/or database administrators involved[ CITATION Com21 \l 1033 ].
STORE
A perfect ECM solution offers cheap dismissal of the company’s information and contains maintenance policies that automatically run behind the scenes[ CITATION Com21 \l 1033 ].
Table #1 <ECM components>
By Conserves time
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lowers data entry errors by reducing paperwork
A complete, real-time outlook that pertains to all the information within the company’s systems and applications can be obtained.
Productivity is enhanced by streamlining the company’s business processes through workflow automations.
THE COMPANY’S NETWORK
To ensure the transmission of information between both company offices and the two warehouses are secure a VPN will be provided within the network. A VPN is utilized to help preserve the user’s confidentiality while browsing the web, by appearing to be a shield of privacy, concealing the computer’s IP address, making it so cyber criminals are not able to steal the user’s information or identity.[ CITATION Jos21 \l 1033 ]VPNs allow work to be completed by
employees at locations other than the company office. The company’s network also consists of the following IT resources. Firewalls
Virtual Private Network
Managed Switches
Wireless Routers
Servers including:
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Image 1<network infrastructure diagram>
ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
Domain Name Server (DNS) Front-End Exchange Server Simple Mail Transfer Protocol Servers (SMTP)
Intrusion Detection/Prevention System (IDSs, IPSs)
NETWORK INFRASTRUCTURE
PROJECT REQUIREMENTS
The requirements for this specific project have been listed below.
1.
Assess the company’s ECM and network structure, then prepare recommendations related to improvements that are necessary to be made. Page 18
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
Section One
of the document provides a detailed description of the company and its existing ECM system.
Section Two
of the document assesses how the company currently handles its information or content.
Section Three
offers’ ways to improve the current structure of the company’s information or content.
Section Four
of the document provides details on the variances of the governance assessment, as well as defines the policies of the company. Section Five
of the document will contain the consultant’s recommendations as to whether the existing ECM should be upgraded or to replace it altogether. 2.
IT specialist, Company Executives, and stakeholder will meet to begin developing a Content Management & Data Governance, Policies, & Procedures Manual. This manual will be created using different information sources such as:
Information collected during assessments that have been conducted.
Information collected when conducting research
Details from tracking the modifications or improvements necessary for the current ECM and its future expansion.
IMPLEMENTATION LIFE CYCLE
The document lifecycle is the core of enterprise content management. The lifecycle Page 19
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follows the course of any inhouse file, record, and/or document beginning with the capture of the content, and finishing with the final deletion of the file, record, and/or document. ECM is a complicated strategy which companies manipulate to gain complete control over the information within the company. Consequently,
planning the implementation of an ECM solution is extremely important to the overall process being successful. Having the right ECM solution ready to go before the project is about to kick off is highly recommended. Otherwise, the project will be derailed in so many different ways and for many reasons. To determine what ECM solution is best for a company, the company’s decision makers must know what the goals and priorities of the company consist of. The company has made the decision to utilize the Lean Six Sigma methodology to implement ECM and data governance policies and procedures. SIX SIGMA METHODOLOGY
Six Sigma is a method that offers companies the tools necessary for improving the capabilities of their business processes. Consequently, productivity will increase and decrease variations in the company’s processes, in return this can lead to a reduction in defects and improvements in areas such as profits, employee morale, and quality of products or services[ CITATION Wha20 \l 1033 ]. LEAN SIX SIGMA
Lean Six Sigma is a fact based point of view for improvements that appreciates defect prevention over defect detection. It pushes customer satisfaction and results by diminishing deviation, trash, and cycle time, while supporting the use of work consistency and Page 20
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flow, thus establishing a competitive advantage.[ CITATION Wha20 \l 1033 ]. This method can be
worked anywhere change and waste occur and should include all employees.
Lean Six Sigma is simply a process for solving a problem, and contains five basic phases which are: define, measure, analyze, improve, and control (often referred to as DMAIC)
[ CITATION DMA \l 1033 ]. DMAIC or Lean Six Sigma is also a system of management that results in a steady line of projects that are ready to be improved. Lean Six Sigma provides guidelines to assist companies with selecting the right projects at the right time. When a project has be chosen, the
teams working on the project can use DMAIC to further refine the projects and deliver quantifiable, sustainable results. The five phases of Lean Six Sigma have been defined below.
PHASE 1: DEFINE (what issue needs to be fixed?)
This is the first phase of the Lean Six Sigma improvement process. During this phase, the current issues with managing content is determined by asking the following questions.
1.
Is information and content easy for employees to locate?
2.
Do all electronic documents have controls set in place to protect the documents/content?
3.
What is the development goal essential to overcome the problem?
Furthermore, this phase is also where the cost, quality, service, regulatory, end benefits of utilizing Six Sigma to implement ECM is assessed [ CITATION Dun14 \l 1033 ].
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
MEASURE
This phase is used to determine what measurements are used for the current process. By asking the following questions, the company will be provided with ideas of measurements needing to be improved.
1.
What is the percentage of emails that are deleted by users or the IT department?[ CITATION Dun14 \l 1033 ]
2.
Are the emails deleted prior to being stored on a network drive?[ CITATION Dun14 \l 1033 ]
3.
Is there proper security to prevent unauthorized access?[ CITATION Dun14 \l 1033 ]
4.
Are documents duplicated, stored with proper name, and disposed of in the correct manner?[ CITATION Dun14 \l 1033 ]
ANALYZE
This phase is utilized to comprehend and authenticate the cause and effect relationships and to find the root cause to the occurring issues. Questions to ask during the evaluation include:
1.
Are all documents stored in one location?
2.
Are the documents readily accessible electronically?
3.
Are the document versions controlled?
When this phase is complete, the company can move towards the improvement phase by understanding the areas of weakness [ CITATION Dun14 \l 1033 ].
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
IMPROVE
During this phase, how the process can be improved is determined. This can be accomplished through identifying and removing the cause of the process defects that have been
listed above with the use of Six Sigma and ECM/ERM. Additionally, the return of investments can be calculated [ CITATION Dun14 \l 1033 ].
CONTROL
Documenting and managing the current and future documents occurs in during this phase[ CITATION Dun14 \l 1033 ]. This assist with preventing the current defects from
occurring again. This means there should be a continuous analysis performed. The primary areas to concentrate on are:
Processes
File formats
Retention/disposition rules
Software Upgrades[ CITATION Dun14 \l 1033 ]
Companies can customize Six Sigma, which makes it a great resource for ECM. One advantage of Six Sigma quality control is that it is customer driven. It’s a proactive approach to help figure out what improvements need to be accomplished before any deficiencies occur. Defects are defined as anything that is not satisfactory to the customer.
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STEPS IN THE IMPLEMENTATION LIFECYCLE
STEP 1: DESIGN THE ECM PLAN- a decision on what enterprise content management system will be implemented and utilized throughout the entire company. This ECM will also manage internet and intranet and replace the current system. The following areas will be incorporated (but are not limited to).
Policy and Procedure Manuals
General Business Documents
Training Material
Information from Databases
STEP 2: PROTECT ASSETS
STEP 3: COMMUNICATIONS
STEP 4: Put together a survey to locate content and how well its aligned with the company’s goals.
STEP 5: Present management with a case study that illustrates the benefits of ECM and a complete cost analysis that includes non-financial and intangible assets.
STEP 6: Develop a requirements document
STEP 7: Make information and content easy to access
STEP 8: ensure all users are on the same page
STEP 9: Align technology components
STEP 10: Ensure ECM will work by comparing software, testing the software, and ensuring all processes are included (not technology)
STEP 11: Implement
STEP 12: Roll-out plan
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
STEP 13: ECM never ends. Follow the implementation schedules. Making regular performance assessments so improvements or gaps are identified.
TIMELINE
TIMELINE
REQUIREMENTS
WEEKS 1-4
Development/Planning
Week 1
Evaluation of network infrastructure
Week 2
Infrastructure Improvements
Week 3
Evaluation of Data Governance
Week 4
INFORMATION INFRASTRUCTURE EVALUATION
(WEEK 2)
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INFORMATION INFRASTRUCTURE IMPROVEMENTS
(WEEK 3)
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DATA GOVERNANCE EVALUATION (WEEK 4)
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DATA GOVERNANCE IMPROVEMENTS (WEEK 5)
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
IMPLEMENTATION PLAN (WEEK 5)
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
References
Components of the ECM Process.
(2021). Retrieved from Hyland.com: https://www.hyland.com/en/resources/terminology/enterprise-content-
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Dermody, B. (2021, February 16). Reasons to Implement an ECM System
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Digital Asset Management
. (n.d.). Retrieved from IBM.com: https://www.ibm.com/topics/digital-asset-management
DMAIC:.
(2012). Retrieved from goleansixsigma.com: https://www.goleansixsigma.com/wp-content/uploads/2012/02/DMAIC-The-5Phases-
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%20Sigma%20is%20simply%20a%20process%20for,also%20known%20as
%20DMAIC%20%28pronounced%20%E2%80%9Cduh-may-ik%E2%80%9
Jennings, M. (2019, November 11). 4 Ways to Connect Multiple Business Locations with Technology
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multiple-business-locations-with-technology
Knudson, R. (n.d.). Enterprise Content Management (ECM): What It Is, Types & Steps for Success.
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content-management
LEARN ABOUT QUALITY.
(2021). Retrieved from ASQ.org: https://asq.org/qualityresources/six-
sigma
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
Learn ECM: Guide to enterprise content management, content services and more
. (2021). Retrieved from Hyland.com: https://www.hyland.com/en/resources/terminology/enterprise-content-
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O'Connor, B. (2011, October 2). Implementing an Enterprise Content Management System
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PCI FAQ
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Web Content Management (WCM)
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What is Document Management (DMS)?
(2021). Retrieved from AIIM.org: https://www.aiim.org/What-Is-Document-Imaging
What is ECM?
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What is Enterprise Content Management?
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ecm/
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ENTERPRISE CONTENT MANAGEMENT & DATA GOVERNANCE POLICIES & PROCEDURES MANUAL
What is Six Sigma?
(2020, January 9). Retrieved from Six Sigma Daily.com: https://www.sixsigmadaily.com/what-is-six-sigma/
What is Web CMS (or WCM)?
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is-Web-20
Winter, J. (n.d.). What Is Digital Asset Management (DAM)?
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Sook-Ling, L., Maizatul, A. I., & Yee-Yen, Y. (2015). Information infrastructure capability and organisational competitive advantage.
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TEM
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