ibm content management · why content management? csfb banker quattrone resigns star during tech...

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IBM Content Management

How to get a single, integrated view of all of the documents and data in your company

e-Business Româniaedi�ia a V-a

Bucure�ti, 12 aprilie 2005

Valentina Baciu,

Information Management Software

IBM Romania

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2 © IBM Corporation 2004

IBM

Why Content Management?

CSFB BankerQuattrone Resigns Star During Tech Boom Now Facing Investigations of Document HandlingBrooke A. Masters--Washington Post Staff WriterMarch 5, 2003; Page E1 Frank P. Quattrone, the Credit Suisse First Boston Corp. banker who became a star during the Internet boom, quit today in the face allegations that he destroyed documents to obstruct an investigation. New York state Attorney General Eliot L. Spitzer and U.S. Attorney James B. Comey of the Southern District of New York are expected to complete their investigations of Quattrone within weeks, sources familiar with the probes said. Both are looking at…

CSFB BankerQuattrone Resigns Star During Tech Boom Now Facing Investigations of Document HandlingBrooke A. Masters--Washington Post Staff WriterMarch 5, 2003; Page E1 Frank P. Quattrone, the Credit Suisse First Boston Corp. banker who became a star during the Internet boom, quit today in the face allegations that he destroyed documents to obstruct an investigation. New York state Attorney General Eliot L. Spitzer and U.S. Attorney James B. Comey of the Southern District of New York are expected to complete their investigations of Quattrone within weeks, sources familiar with the probes said. Both are looking at…

E-Mails Reveal Shuttle ConcernsNASA Engineers In Va. Fretted About InactionR. Jeffrey Smith--Washington Post Staff WriterFebruary 22, 2003; Page A1 NASA engineers at the Langley Research Center in Virginia expressed frustration during and shortly after the space shuttle Columbia's disastrous flight that the space agency failed to investigate thoroughly whether it had been seriously damaged by debris during launch, according to a series of internal e-mails disclosed yesterday. In one e-mail sent three days before the shuttle disintegrated on Feb. 1 as it hit the atmosphere, a Langley…

E-Mails Reveal Shuttle ConcernsNASA Engineers In Va. Fretted About InactionR. Jeffrey Smith--Washington Post Staff WriterFebruary 22, 2003; Page A1 NASA engineers at the Langley Research Center in Virginia expressed frustration during and shortly after the space shuttle Columbia's disastrous flight that the space agency failed to investigate thoroughly whether it had been seriously damaged by debris during launch, according to a series of internal e-mails disclosed yesterday. In one e-mail sent three days before the shuttle disintegrated on Feb. 1 as it hit the atmosphere, a Langley…

Credit Suisse Puts Banker On Leave E-Mail Suggests He Was Aware of ProbesBrooke A. Masters--Washington Post Staff WriterFebruary 4, 2003; Page E1 Credit Suisse First Boston Corp. put star investment banker Frank Quattrone on administrative leave yesterday after discovering e-mails that suggest he knew about ongoing criminal and regulatory probes when he and a subordinate advised employees to "clean up those files," sources familiar with the matter said. The U.S. attorney's office in Manhattan opened a probe into the e-mails after receiving copies of the information from CSFB on Friday…

Credit Suisse Puts Banker On Leave E-Mail Suggests He Was Aware of ProbesBrooke A. Masters--Washington Post Staff WriterFebruary 4, 2003; Page E1 Credit Suisse First Boston Corp. put star investment banker Frank Quattrone on administrative leave yesterday after discovering e-mails that suggest he knew about ongoing criminal and regulatory probes when he and a subordinate advised employees to "clean up those files," sources familiar with the matter said. The U.S. attorney's office in Manhattan opened a probe into the e-mails after receiving copies of the information from CSFB on Friday…

E-Mail Evidence Allowed in J.P. Morgan Case Official's Messages May Bolster Claim That Company Helped Enron Hide DebtPeter Behr--Washington Post Staff WriterDecember 24, 2002; Page E2 A federal judge ruled yesterday that e-mails from a J.P. Morgan Chase & Co. official referring to "disguised loans" may be entered as evidence in a civil trial, supporting allegations that the company helped Enron Corp. conceal its growing debt before its collapse. U.S. District Judge Jed S. Rakoff had initially kept the memos by Chase Vice Chairman Donald Layton to others within the financial giant away from the jury, saying their impact could be…

E-Mail Evidence Allowed in J.P. Morgan Case Official's Messages May Bolster Claim That Company Helped Enron Hide DebtPeter Behr--Washington Post Staff WriterDecember 24, 2002; Page E2 A federal judge ruled yesterday that e-mails from a J.P. Morgan Chase & Co. official referring to "disguised loans" may be entered as evidence in a civil trial, supporting allegations that the company helped Enron Corp. conceal its growing debt before its collapse. U.S. District Judge Jed S. Rakoff had initially kept the memos by Chase Vice Chairman Donald Layton to others within the financial giant away from the jury, saying their impact could be…

5 Firms To Pay for E-Mail Lapses $1.65 Million Fines, Promises to ImproveBen White--Washington Post Staff WriterDecember 4, 2002; Page E1 Five Wall Street firms agreed today to pay $1.65 million each to settle allegations that they failed to properly save e-mail. The fines, levied by the Securities and Exchange Commission and the securities industry's two self-regulatory bodies, the New York Stock Exchange and NASD, are separate from the much larger amounts a dozen Wall Street firms are expected to pay as part of a proposed "global settlement" to end several conflict-of-interest investigations…

5 Firms To Pay for E-Mail Lapses $1.65 Million Fines, Promises to ImproveBen White--Washington Post Staff WriterDecember 4, 2002; Page E1 Five Wall Street firms agreed today to pay $1.65 million each to settle allegations that they failed to properly save e-mail. The fines, levied by the Securities and Exchange Commission and the securities industry's two self-regulatory bodies, the New York Stock Exchange and NASD, are separate from the much larger amounts a dozen Wall Street firms are expected to pay as part of a proposed "global settlement" to end several conflict-of-interest investigations…

Lawmakers Ask Stewart For More DocumentsBen White--Washington Post Staff WriterAugust 7, 2002; Page E1 A congressional committee today requested more documents regarding the sale of ImClone Systems Inc. stock by high-profile media company owner Martha Stewart. Rep. W.J. "Billy" Tauzin (R-La.), chairman of the House Energy and Commerce Committee, chastised Stewart and her attorneys in a sharply worded letter for not moving fast enough to explain why she sold her ImClone shares Dec. 27, the day before the company announced that the Food and Drug Administration had refused an…

Lawmakers Ask Stewart For More DocumentsBen White--Washington Post Staff WriterAugust 7, 2002; Page E1 A congressional committee today requested more documents regarding the sale of ImClone Systems Inc. stock by high-profile media company owner Martha Stewart. Rep. W.J. "Billy" Tauzin (R-La.), chairman of the House Energy and Commerce Committee, chastised Stewart and her attorneys in a sharply worded letter for not moving fast enough to explain why she sold her ImClone shares Dec. 27, the day before the company announced that the Food and Drug Administration had refused an…

Federal Court Subpoenas United Way Financial DataCharity Asked for Documents Dating to 1997Peter Whoriskey--Washington Post Staff WriterJuly 17, 2002; Page B1 FBI agents delivered a subpoena yesterday to the United Way of the National Capital Area, requesting the charity's financial records, board membership lists and other documents. The grand jury subpoena was delivered to Norman O. Taylor, chief executive of the group, and called for documents dating to 1997, according to Irving Kator, the attorney for the charity. The federal inquiry follows a year of allegations of financial mismanagement at the…

Federal Court Subpoenas United Way Financial DataCharity Asked for Documents Dating to 1997Peter Whoriskey--Washington Post Staff WriterJuly 17, 2002; Page B1 FBI agents delivered a subpoena yesterday to the United Way of the National Capital Area, requesting the charity's financial records, board membership lists and other documents. The grand jury subpoena was delivered to Norman O. Taylor, chief executive of the group, and called for documents dating to 1997, according to Irving Kator, the attorney for the charity. The federal inquiry follows a year of allegations of financial mismanagement at the…

INS Under Pile of Backlogged Paper Agency Reveals It Shuffled 2 Million Documents to Warehouse in the MidwestChristopher Newton--Associated PressAugust 3, 2002; Page A8 More than 2 million documents filed by foreigners, from change-of-address forms to requests for benefits, have been piling up for years and only now are being reviewed by the government, senior U.S. officials said yesterday. Immigrant advocates said that means some foreigners deported secretly after Sept. 11 might have been in compliance with laws they were expelled for breaking. The government has not revealed previously the extent to which…

INS Under Pile of Backlogged Paper Agency Reveals It Shuffled 2 Million Documents to Warehouse in the MidwestChristopher Newton--Associated PressAugust 3, 2002; Page A8 More than 2 million documents filed by foreigners, from change-of-address forms to requests for benefits, have been piling up for years and only now are being reviewed by the government, senior U.S. officials said yesterday. Immigrant advocates said that means some foreigners deported secretly after Sept. 11 might have been in compliance with laws they were expelled for breaking. The government has not revealed previously the extent to which…



IBM

Information on demand – where and when it is needed

Integration

Workflow

Collaboration

Search

RecordsManagement

Secure AccessPersonalized

Delivery

Manage and leverage any type of information, across multiple applications and business processes

Storage

Media

Documents

E-mailTransactions

Web Content

Reports



IBM

Increase profit and decrease cost

content

applicationscollaboration ScalableFast

SecureReliable

Information on demand

Content Management Solutions

CustomerFocusedContent

Solutions

CollaborativeContent

Solutions

ComplianceContent

Solutions



IBM

A New Agenda for the 21st Century Business

� In 1917, BC Forbes compiled his first list of the 100 largest American companies

� In 1987, Forbes published its Forbes 100 list and compared it to its 1917 list� Of the original group, 61 had ceased to exist

How will your company transform its business to beat competition and deliver increasing customer value over time?

Of the remaining 39, only 18 had managed to stay in the top 100.

Customer Service is Key



IBM

Delight Customers• Faster response• Comprehensive and consistent communication • Accurate transactions

Customer Focused Content Solutions

Solution Areas

• Call Center • Customer Service• Claims Processing • Credit Applications• Investment Services• Web-Based Merchandising• Policy Origination and Administration• Bill Presentation• Customer Relationship Management (CRM)• Enterprise Resource Management (ERP)

CustomerFocusedContent

Solutions



IBM

CAF de MarseillesChallenge

� Manage 400.000 files, each with 25 documents (1200m2 of paper)

� Storing, accessing and updating paper files among its 12 different locations

� Manage permanent documents (e.g. birth certificates) and temporary documents (e.g. income tax returns – kept for 30 months)

Solution� IBM Content Manager v7 for AIX

Value� 15.000 documents/ day handled by Content

Manager

� Store 2.400.000 images on magnetic tape (for 1 year) – access takes 2, 3 seconds

� Time savings of 75% - document handling process has been shortened from two days to a half day

� Number of employees needed to manage documents has decreased

� Cost of storing physical documents dropped dramatically

� Instant information to customers

‘’Thanks to the IBM Content Management solution we have implemented a centralized filling system. Consequently, we avoid losing and incorrectly filling documents. Our file management is much faster and more efficient. –Marie-Noelle Andre, responsible for Study and Analyst Service, CAF de Marseilles.

‘’With IBM Content Manager for AS/400 , IBM has adapted itself to the organizational needs and the technical restrains of an organism which manages huge volumes of documents’’– Paul Verdi, Organization Dept. Manager, CAF de Marseilles.

Manage huge volumes of documents



IBM

JP Morgan ChaseChallenge

Solution

Value

• Had over 25 different data storage and retrieval systems implemented over many different departments• Disparate repositories made it impossible for employees to access a "single view" of customer information

• IBM DB2 Content Manager• IBM DB2 Content Manager OnDemand

• Single point of access to multiple documents and records• Improved employee productivity• Reduced the number of systems resulting in savings of several million dollars in operating and licensing costs



IBM

Companie Generale des EauxChallenge

� Customer service levels suffering due to the lack of integration of documents

� reduce the time required to answer customer queries while also improving the quality of the answers by centralizing customer information

Solution� IBM Content Manager

Value� employees can quickly and easily access all

necessary customer information through the company intranet, providing answers to customer phone calls with speed and accuracy

� reduce response times to customer phone calls from one - two days down to approximately one minute

� dramatic increase in efficiency with a similarly impressive reduction in costs

� improved overall service quality and customer satisfaction.

‘Now employees can quickly and easily access all necessary customer information through the company intranet, providing answers to customer phone calls with speed and accuracy’.

Companie Generale des Eaux



IBM

• Loan origination and approval• Claim processing• Document management• Web content management• Financial and contract management• Brand and marketing management

• Engineering change control• New drug administration• Vendor management• Case management• Litigation support• Corporate policies and procedures

Solution Areas

Collaborative Content Solutions

Empower Employees• Improve productivity• Reuse and leverage content across

the organization • Connect and collaborate across

workgroups

CollaborativeContent

Solutions



IBM

• IBM DB2 Content Manager

• Enable electronic archiving of content• Provide workflow functionality• Achieve quick access to complete customer

information for every customer care specialist within the company

• Quick and effective processing and distribution of incoming content

• Faster customer response times• Online real-time availability of customer

information

Wuestenrot Bank

Wuestenrot Bank offers a complete range of products in the market of housing finance, retirement investing, asset formation and risk protection. It employs approximately 10 thousand people.

Challenge

Solution

Value



IBM

ComplianceContent

Solutions

Streamline Compliance

• Reduce legal risk by setting upinternal compliance policies

• Manage important documents throughout their life-cycle

• Implement electronic records management

Compliance Content Solutions

Key Regulations and Standards

• DoD 5015.2 - Record Management • SEC/NASD - Retention and Supervision• 21CFR11 - Approval and Accountability

• HIPAA - Privacy and Information Sharing • Sarbanes-Oxley - Improved Financial

Controls



IBM

Records Management at US Patents Office

The USPTO manages data for the federal government and

stores all the records involved in patent searches. They are in the process of creating an electronic

records management (ERM) system to allow management of

electronic records

• The USPTO needed to build a pointer-based architecture to support ERM functions

• Build a mechanism to capture ERM-specific metadata• Build electronic records management functionality into the

Vital Electronic Records Archive database through a Web application.

•• IBM DB2 Content Manager• IBM DB2 Records Manager

• Stores and retrieves government records moreefficiently and cost-effectively

• The IBM solution has broad implications across multiple government agencies

• Experienced smooth transition and progress of the ERM project

Challenge

Solution

Value



IBM

ComplianceContent

Solutions• Meet SEC compliance requirements for data retention• Capture current and historical email correspondence

Challenge

• Central archive and repository, providing quick end user access, security and auditability for e-mails and attached files

Solution

• Reduce email storage and maintenance costs• Improved system performance• Efficient regulatory compliance and reporting

Value

Prudential



IBM

Content Management – The Essentials



IBM

Individual

Repositories

…all forms of information

Teams




IBM





IBM

Content Solutions

Information Integration

IBM Content Management – enterprise wide content solution

Workflow/Business Process Management/Collaboration

ArchivingDocument

ManagementWeb ContentManagement

Output/ReportManagement

IBM Content Management PortfolioMultimediaManagement Imaging

Digital AssetManagement

ContentIntegration

Digital Rights ManagementRegulatory Compliance/ Records Management



IBM

Distribution to End User

Portal

Content Solutions

Information Integration

Workflow/Business Process Management/Collaboration

IBM Content Management Portfolio

Database Storage

Windows, Linux, AIX, HP-UX, Sun Solaris,OS/400, zOS

Server Platforms

IBM Content Management – solid foundation for integrated view of documents



IBM

** Gartner Dataquest, Burke Oppenheimer, Content and Document Management Market Statistics, 2003Ovum, Content management: another consolidation story, October, 2003

Content/Document Management - DB2 Content Manager

Digital Asset Management- DB2 Content Manager

Records Management - DB2 Records Manager

Teamware- Lotus Team Collaboration

Business Process Management- WebSphere MQSeries

Portals- WebSphere Portal

#1 Leader – Content and Document Management World Wide Market Share**

“IBM has shown a strong vision for comprehensive content management, bringing together the Lotus, WebSphere, DB2 and Content Manager offerings into a conceptual suite, along with records management.”Gartner, Magic Quadrant for Integrated Document Management, July 2003

"IBM is the strongest infrastructure player in the ECM market." Giga, Connie Moore and Robert Markham, August 2003



IBM

Increase productivity of employees� Instant access to all forms of information at any

time

�Automated versus manual workflow

�Reuse information, instead of recreating it

Maximize ROI

Reduce Costs

Increase Revenue

ReduceRisk

Enhance business responsiveness in an on demand world

�Faster service to customers, partners, suppliers

�Shorter business process cycle times

Streamline compliance with government regulations, industry and accounting standards

�Automate the retention and records management of all forms of business critical information

Maximize Your ROI – Return on Information



IBM

IBM can help you take over the control !