Organic Enterprise Content Management The Sure Way to

Organic Enterprise Content Management The Sure Way to Grow a Winner Crescendo Session U 303 Mark Heindselman, Manager Knowledge Network & Information Services Emerson Process Management, Fisher Valve Division January 30, 2006

Organic Enterprise Content Management @ Emerson Process Management The Sure Way To Grow a Winner !

What We’ll Try to Cover § A Brief Introduction to Who Emerson Process Management Is § A New Perspective and Barriers to Information Management § What do I Mean by Organic Enterprise Content Management § Six Examples of Organic Enterprise Content Management @ Emerson Process Management • • • Global Engineering Document Management Sales & Marketing Intranet & Secure Extranet (SAMI) Global Customer Product Certifications Internal, External and Secure Product Information Global Collaboration for Product Design – GX Control Valve Group wide QBR’s – Quantified Business Results § What’s the Value of the Organic Process

Who is Emerson Process Management §Is one of the 8 major brands within Emerson Electric - EMR § 14 major divisions §Major product lines serving the process industries: Analytical & Measurement Instrumentation, Control Valves, Process Control & Management Systems, and Maintenance & Optimization Software §Global sales of $4. 2 B in 2005

Who is Fisher Controls §The leading control valve company in the world • Over $790 M in sales • 4900 employees and 250 sales offices • 12 manufacturing plants §Products: control valves, actuators, and digital valve controllers to the power, oil & gas, petrochemical, pulp & paper, food and pharmaceutical industries. §Acquired by Emerson in 1992

Transcend Software Inc. Our content management implementation partner § Transcend Software, Inc. - the technology division of Midland Information Resources § A Stellent VAR & Systems Integrator § § • Have been with Stellent 6+ years • Helped Stellent establish their channel partner program 2002 Stellent Outstanding Leadership Award Fisher’s Content Management Implementation Partner since 2001

The Information in our Organizations from Gartner Group § 80% of information is unstructured § 42% of transactions are still paper based § 79% of companies have 2+ repositories § 25% have 15+ repositories § 30% of peoples time is spent searching for relevant information

A New Perspective On Information Management by Barry Murray at Forrester Research July 12, 2005 § Enterprises' Return On Information Is Low § Data Sprawl Creates Headaches For IT § An Abundance Of Content Creates Productivity Barriers For Information Workers

Barriers to Information Management From: European Management Review V 23 N 3 by Evgeniou & Cartwright Behavioral Information Management Process Organizational

Enterprise Content Management Should §Help Us Get Past Those Barriers §But Instead sometimes our approach to ECM takes us Head First Into the Barriers Behavioral Process Organizational

Top Down Enterprise Content Management § Over arching IT Architecture § Which results in a Vision on How to Handle / Manage Unstructured Information § Which Usually Includes some if not all of these - Portal, Single Sign On, Content Management, Collaboration, Search § Which results in a Strategy for Content Management § Which results in a Technology Direction & Implementation Strategy § Which identifies or results in a pilot implementation to solve a business need § In each step there is a team or committee which creates that step of the process and gets it reviewed by a management group above them § This process can bring about synergy but at the cost of time, speed, and momentum and put us Head First Into the Information Management Barriers

Maybe your Management Process is a bit Like Ours – Herding Cats

What Do I mean by Organic ECM §Relating to or derived from living organisms; - from nature or natural § Solving specific business needs and applications – usually at the work group or department level – user driven §Then leveraging the solutions that bring value over and over again across the broader enterprise §While leveraging those solutions weaving a vision / strategy toward enterprise implementation §Tactical implementation that drives strategic direction

What Do I mean by Organic Enterprise Content Management § A project or undertaking that is difficult complex or risky § A business organization § Across the whole of a business entity – Division, Group or Corporation § In our case – acceptance by a division, multiple divisions or the Group to acceptance / implement a content management solution for a specific application

What do I mean by Organic Enterprise Content Management - What makes up Content Management Capture: §Content & Documents §Scanning §Forms Processing §Document Imaging §Categorization / Taxonomy §Indexing Manage: §Document Management §Records Management §Email Management §Digital Asset Management §Image Management §Web Content Management

What do I mean by Organic Enterprise Content Management - What makes up Content Management Preserve / Store: Delivery: §Repositories §Storage §Long-term Archival §Migration §Backup / Recovery §Content Integration §Search / Retrieval §Syndication §Localization §Personalization §Publishing

What do I mean by Organic Enterprise Content Management - What makes up Content Management § Core Services Included in an ECM • Collaboration • Business Process Management / Workflow • Security

Organic Enterprise Content Management § A large number of naturally developed content management solutions adopted and implemented across a division, multiple divisions or the Group

Organic Enterprise Content Management @ Emerson Process Management § Six Examples of Winning Organic ECM Solutions

Stellent Instances within Emerson Process § Seven unique instances: • Fisher, Emerson Process Asia, Emerson Process Europe, Rosemount, Daniel Measurement, Power & Water Solutions and PI Components § Managing over 1, 250, 000 pieces of unique content § Intranets, Extranets, Public web sites § Managing – web content, parts, pages & sites, reports, scanned images, digital media, & documents from over 50 different formats § Integrated Applications § Using both NTLM and AD security implementation

Stellent Instances within Emerson Process Europe – Bognor, UK Asia – Singapore §Recent upgrade to a 160 contributor § 15 contributor license §Local content first added in license to support the Kirishi Instrument Project Summer of 2004 §Installed in 2002 §Rosemount Customer Product §Customer project documents Certs §Quality documents §Engineering Specs §Quality Documents §Manufacturing Instructions & §Contracts §Other Financial documents Procedures

Content Management Services At Fisher § Fish. Web – legacy IIS based intranet § Stellent / e. Docs – Enterprise Content Management § Sharepoint WSS – work group, departmental or project focused collaboration

At Fisher, Stellent is Known As e. Docs

What is e. Docs § Electronic DOCumentation System § e. Docs is a Web-based application used to manage, control, automatically publish, and provide retrieval and access to documentation, content, applications, and web pages & sites.

e. Docs History § Jul 1997 - Initial Awareness of Need § Oct 1997 - Requirements Established § Nov 1997 - Software Evaluation § Jan 15 - March 15, 1998 Pilot Evaluation of Intra. Doc! § May 1998 - Production System Comes online - Production system implemented by 3 end users and no IS staff on Intra. Doc 3. 0 § Over 1900 documents in the first 2 months of production § All Engineering Documents in the System by Jan 1999 and paper distribution ceased in North America and Global paper distribution ceased 6 months later § Apr 1999 - Mainframe Reports Server Added § Jul 1999 - Dev Server Added § Apr 2001 - Transcend contacted to provide technical support § Jul 2001 - 3. 7 to 4. 6 upgrade done

e. Docs History § Aug 2001 - North American Extranet Server Added § Oct 2001 - 4. 6 to 5. 1 upgrade done § Nov 2001 - First Work flow applications released § Apr 2002 - European Production and Extranet server set up with full replicaton § Sept 2002 - 5. 1 to 6. 1 upgrade § Oct 2002 - First tests of Web Dav component § Oct 2002 - First publisher site released § Dec 2002 - Asian Production & Extranet Server Set Up § Jul 2003 - 6. 2 upgrade § Sep 2003 - Dynamic Converter Site § Dec 2003 - Connection Server Operational § Feb 2004 - Site Studio Install & First Web Site Produced § Jul 2004 - 7. 1 upgrade § March 2006 7. 5 upgrade

Functional Areas Using e. Docs §Engineering §Manufacturing §Quality §Research §Applications Engineering §Sales §Marketing §Tech Pubs §HR §Finance §Education §Purchasing §Traffic / Logistics §Information Center §IT §and more

How is e. Docs Used § Document / File Management – word, . pdf, powerpoint, jpg, gif, excel, framemaker, html, audio, video, . exe § Report and Forms Management – reports generated from databases from mainframe or other systems § Scanned Content – fulltext or image only § Web Content – components of web pages, web pages and entire or partial web sites – intranets / extranets / public web sites § Records Management § Integrated Applications – content is managed and business rules are defined within a workflow process to create a business process solution

What Kinds of Information Is Managed §Sales Literature §Forms – Static & Active §Presentations §Certifications §Policies / Procedures §Work Procedures §Manuals §Announcements §Standards §Forms – Static & Active §Drawings §Approval Processes using workflow §Pictures §Complete applications using the entire §Training Materials set of features of the ECM §Email §And many more §Knowledge bases

A Project Review Process

Regional Backup e. Docs Corporate Server Scan Convert IBM Mainframe Connect L o c a l e. Docs Asia e. Docs Europe Marshalltown Singapore Rosemount Filenet Repository Bognor L o c a l Firewall Extranet Asia Extranet North America Extranet Europe

Usage of e. Docs Today § § § § e. Docs now runs on 6 servers, including Asia and Europe Managing over 800 K unique pieces of content, globally Over 1000 contributors from around the world Over 150 applications from 10 Divisions and the Group Main Server * Extranet Server* Over 255, 000 doc views Over 78, 000 doc views Over 72, 000 user sessions Over 36, 000 user sessions Over 5, 100 unique users Over 15, 000 unique users * stats are per month

Six Examples of Organic ECM Applications • Global Engineering Document Management – Fisher Valve Div. – the beginning • Sales & Marketing Intranet & Secure Extranet (SAMI) – Micro Motion • Global Customer Product Certifications Rosemount • Internal, External and Secure Product Information – Multiple Divisions • Global Collaboration for Product Design – GX Control Valve – Fisher Valve Div. • Group wide QBR’s – Quantified Business Results

Engineering Documents The First Project §Engineering Masters or what §After almost a year less than some people would call a Bill of Materials 25% of the documents were published §Manually organized, indexed, §Maintenance on the standards linked, and published to the web that were published was taking §Needed to be version controlled more time than had been thought §Needed to be secured §Had multiple users contributing §Difficult for contributors to use and security hard to administer §Documents being published in a format that users could change

Engineering Documents § 2000 EM’s & 65% are redistributed per year so in 2 years 2600 EM’s would be distributed § Each EM is averages 5 pages so a total of 10400 pages would be produced during 2 years § These documents go to 65 locations each getting a complete set which would make a total of 850, 000 pages that would be printed at a cost of. 02 per page § $15, 000 in distribution costs § Based upon a survey each location would spend 1 hour per mouth handling these documents for a total of 24 hours over 2 years - 65 locations

Engineering Documents - Cost Savings § Less Document Handling At the Sites $46, 800 24 hrs. X 65 sites = 1560 hrs X $30 per hr. § Less time for Document Publishing $18, 000 9 minutes less per EM to load & maintain over the 2 years for 600 hrs. less at $30 per hr. § Materials Cost Savings $ 17, 000 not having to print over 850, 000 pages of documents at. 02 each § Shipping & Handling Cost Savings § TOTAL SAVINGS $ 15, 600 $97, 400

Engineering Documents Service Quality Improvements § Secondary distribution of EM’s to other locations, departments or individuals not needed § Users have immediate access to electronic copies of EM’s instead of waiting 5 - 10 work days for paper copies § Users have 24 x 7 access to current standards § Access to EM’s now available at remote sites or at the desk top rather than in a printing department or vault § Notification service for new versions EM’s available

LSC Documents Our Second Project § Large Special Contracts - instructions to do something special with a particular order § Over 2 years create and distribute 6000 LSC documents to 2 locations - each LSC between 8 - 25 pages § Process was to Create Print and Fax to the shop floor these documents - documents created in Word and saved on local PC’s § Immediate need on a 24 hour basis § Paper copies stored at both the LSC Dept & manufacturing plant end § No way to easily reuse old LSC documents buy others in the group § Documents to the shop floor had to be non-changeable

LSC Project § New Process create docs in Word and load to edocs § PDF copy published to the web and made available to the manufacturing sites 7 X 24 § Central repository of all LSC documents now available for reuse by the entire department § Full text searchable, printable, and could be picked up on the shop floor by any kiosk terminal

LSC Initial Cost Savings § Printing and Fax Line costs § 1 Dedicated Clerk for Faxing & Filing § 20% of 2 Clerks for Distribution & Filing $ 6, 000 $60, 000 $24, 000 at the manufacturing sites § Total Initial Cost Savings over 2 years * included head count reduction $90, 000*

OUR First Projects SAVINGS & INVESTMENT Summary §OUR SAVINGS over 2 years §OUR INVESTMENT over 2 years §EM’S §LSC Docs §HARDWARE §SOFTWARE §SERVICES §TOTAL $97, 480 $90, 000 §TOTAL SAVINGS $187, 480 $18, 000 $25, 000 $ 8, 000 $ 51, 000

Additional Cost Savings to LSC Project § 2 years after the LSC Project was put into production the Group had 2 retirements § At the same time the picked up an additional manufacturing site to do LSC documents for. § The 2 people who retired were not replaced for an additional $120, 000 per year annual cost savings § A department that 2 years before had 7 full time employees now had 4 and had also picked up 25% more work

More Engineering Manufacturing and Quality Projects § The next 2 years brought about a complete change in how we manage engineering, manufacturing, and quality procedures, standards, and manuals § With in 2 years we eliminated all paper distribution in these areas globally for the Valve and Regulator Divisions

Micro Motion SAMI Website SAMI - Sales and Marketing Intranet § A single location to provide access to all sales and marketing § § § information for the Micro Motion Division This information had been on a Lotus Notes application which provided very little organization or search capability and Notes was not longer going to be supported The requirements also called for the site to have specific contributor rights to specific sections of the site. Using Content Publisher the site was created and supports the contribution model required. It also includes fulltext search, supports subscription and notification, and will in the future provide RSS news feeds. Active Directory based security provides control of secure content An automated batch upload process has also be set up to take content stored in the Micro Motion PDM system and publish it to the SAMI site Over 10000 documents managed in this process – Annual cost savings of over $20 K plus one FTE position that was eliminated

Micro Motion SAMI Website

SAMI Extranet and Product Info CD § Over 150 users of the SAMI system did not have access inside the firewall so they could not use the system. § Again using Content Publisher the site is published to our secure extranet where the users can then log into the site via public internet and get access to the information they need. § We also use this same process to create and cut a CD of parts of the site for users that do not have internet access or need mobile copy of the information. § Again managing information one time and leveraging it in multiple ways § Again providing a solution to a business problem based upon a user requirements and extending it to meet their needs

Customer Product Certifications @ Rosemount § North American Call center had to handle customer requests for copies of product certifications. § The certs are in File. Net at Rosemount and available to the call center but not available to customers § Rosemount exports them out of File. Net and we batch load them into our e. Docs North American Extranet server § A custom search and results screen is embedded into the Rosemount public web site where customers may pull back there own product certs § Over 150 K North American certs now available § Annual cost savings to Call Center of over $40 K

Customer Product Certifications

More customer Certifications § Rosemount Asia now loads its product certifications into the Asia e. Docs server for local access § Replicates those certs to the North American Extranet § 30 K Asian Certs now online § Rosemount Europe is now defining the same process to go online with their certs before the end of June § All product certs will be available to customers from a single location § Again providing added cost savings to Rosemount and improved Customer support

Product Information – Internal, External and Secure Extranet §Product Information from 6 different divisions §Provides access to public and controlled product information §Accessible with different views or search screens from a dozen different public web sites and as well as several secure extranets §Over 500, 000 content downloads in 2004 - $1. 1 M of cost avoidance §Valve division alone has seen a 50% drop in printing volume in the last 3 years which is $650 K while increasing literature distribution via downloads by 70%

All kinds of product information is available § Bulletins § Instructions Manuals § Safe Use Guides § Software downloads § Books § Brochures § Application Notes § Drawings § All managed one time in the main server then replicated to public or secure extranet web sites as needed § All searchable either with common or custom search interfaces § With user defined subscriptions or group defined notification

Common or Custom Search Interfaces

Content Management for a New Product The GX Control Valve §We needed to design / develop / manufacture / sell a new control valve for the Asian and European markets §Global marketing, design, & sales teams §Secure read access for the teams above and a controlled group of users with complete contribution rights

Life Cycle Content Management for the New GX Control Valve § 2001: GX Project Manager saw the NEED to Manage the project documentation on the new product globally / electronically § GX Project Manager Helped to Establish Security Groups & Roles, Document Structure & Types, Meta Data Structure § 2003: Engineering Design Complete § All marketing / engineering specs and files added to the GX Project File

Manufacturing Information & Secure Extranet §Summer 2003 - manufacturing & §Secure Supplier Extranet needed for drawing information needed to be access to mfg. specs and drawings suppliers in China added §Two web sites were set up with over §Manufacturing specs were 800 documents and ready for supplier access in 15 work days already in the system §Drawings were added from our §Adding content from other divisions §Cost savings of $20 K per supplier per Work. Manager PDM system year

Global GX Sales Collateral § § § Articles and Press Releases Presentations Pricing Training Materials Video’s All content put in the repository once and used from multiple web sites / interfaces § Production Literature for internal and customer use was also added to the system

GX Control Valve Sales Resource Site

GX Valve Product Content Management Process Stellent Repository Engineering & Design Specifications Marketing Specifications & Research GX Sales Portal GX Product Feedback Product Literature Bulletins & Manuals Public Web Site Test & Lab Data GX Sales Collateral Firewall Competitive Info Engineering Project File Manufacturing Specifications & GX Drawings Secure Supplier Extranet

Product Enhancement Feedback Form § Official process for Requesting Product Enhancements § A Sales person submits a request for product enhancement that he has received from a Customer § The request will include a reason and economic value for the enhancement § The request is workflowed to the world are Marketing person for review / evaluation. If it has merit the Marketing person approves the request. § The request is than workflowed to the Product Engineer to determine if the enhancement can be engineered and at what cost. The engineer provides his feedback and submits his response which is workflowed back to the Marketing person for final approval. § Decisions on doing Product Enhancements are recorded here and communicated to the requestor with each step and the official approval to sell that enhancement is also documented

GX Product Extension Feedback Form

The Design of a New Valve - GX §More complete information §Broader access to information §Faster access to information §Reuse of the same information for multiple needs and users §Part of the solution to a faster design schedule §Lower costs in managing the complete new product process §A new way to handle product extensions that will fundamentally change the business by providing global profitable control to new enhancements

QBR’s – Quantified Business Results § Across Emerson Process there is a desire to find and document Quantified Business Results § Publish those QBR’s to be used by the internal sales force and make them available to customers § Using a common set of meta data across the entire group all divisions are putting their QBR’s into e. Docs for internal use and then they are replicated outside the firewall to the public web for use by customers § Customers can look at all QBR’s via a single query screen or § When customers go to specific division web sites they can see just the QBR’s for that business § Leverage one set of content for multiple views § In This Case the Tool provided the means to HERD the CATS

What’s the Value of Organic ECM – It Breaks Down the Information Management Barriers § It Helps Implement Business Solutions across organizational boundaries because the organization wants and needs that solution § It Helps People Solve business process problems within the framework of how the do business § It Helps People solve business problems WHERE THEY ARE HURTING Most – when you help a person with their pain their acceptance / behavior usually is very positive § It creates value for the company – cost savings, ROI § It allows you to Run the Business while you Change the Business

Wrap Up §Organic ECM is a Sure Winner • Keep track of all the projects and try to identify some cost savings or process improvements on each! • Remind management of what has been invested and what the cost savings have been compared to some other more High Profile IT investments, ERP, CRM, etc. • Show them examples that MAKE A DIFFERENCE and that they might remember! • Show them that you can RUN the business while you CHANGE the business!

Questions! § My Contact Information Mark Heindselman Emerson Process Management 1704 S. 12 th Ave. Marshalltown, Iowa 50158 641 754 -3161 Mark. Heindselman@emersonprocess. com § Please complete the session survey before you leave today § Visit the Stellent Solutions Center & Partner Expo to learn more! § Access this presentation* at: http: //www. stellentcrescendo. com/Crescendo/Sessions/index. htm *Log-in and password required to access presentations (watch for an email containing your codes)