The reliability of the document management system. Abstract: Document management systems, their functions. End of use of document management systems

As mentioned earlier, in the Russian terminology in the field of documenting and working with documents, the terms “paperwork” and “documentary support for management” are used. Although, in accordance with the Russian terminological standard in the field of office work and archiving (GOST R 51141-98), these terms are synonymous, it is traditionally understood that office work performs technical functions in working with documents, and DOW - an auxiliary function in managing an organization.

In the practice of developed countries, the term is used to refer to activities in this area. "document management" which undoubtedly reflects the increasing role of documents in the life of a modern enterprise.

The experience of countries applying the principles of document management in the activities of organizations is used and consolidated in the international standard ISO 15489-2001 "Information and Documentation - Document Management", the provisions of which are discussed in the manual. In 2007, it is planned to adopt a similar Russian standard on document management (GOST R ISO 15489), which will be a translation of the international.

In ISO 15489, document management is one of the control functions and control area, which provides control over the creation, receipt, use and storage in the form of documents of evidence and information about business activity and individual management operations.

For records management purposes, organizations design, implement, and maintain document management system.

The concept of "system" in ISO 15489 is used in a broad sense, it includes people and processes as well as tools and technologies. To create a system, you need:

• organize work (establish authority, duties and responsibilities) preschool services, as well as managers and employees of the enterprise who create and use documents;
• optimize the work with documents (their registration, classification, inclusion in the information system, establishing the procedure and terms for storing documents, ensuring their safety, etc.);
• select and implement effective technologies for working with documentary information at all stages of its life cycle;
• develop and approve local regulatory and methodological acts regulating all areas of work with all types and formats of enterprise documents.

The standard is also applicable when using traditional

methods of conducting "paper" document management. But, first of all, it will be useful to organizations implementing technologies for working with electronic documents and automation systems for preschool educational institutions.

When developing a records management system, the goals, objectives and functions of the organization, its structure, legal, managerial and political environment are taken into account. Each management function, all actions and operations are considered in terms of their need for documents. This defines the requirements for documents, as well as when, how and where documents are included in the document management system. Analyze critical factors and existing deficiencies related to records management.

In accordance with ISO 15489, the requirements for a document management system are:

• maintain document properties(authenticity, reliability, integrity, fitness for use, see clause 1.4) necessary for the performance of its managerial and legal functions;
• reliability, those. the ability of the system to operate for a long time in accordance with established rules.

From this point of view, the system should:

• - include all documents in the area it serves;
• - organize documents so that the business processes in which the document creator is involved are reflected;
• - protect documents from unauthorized modification, selection for storage or destruction;
• - be able to perform the function of the main source of information about the actions recorded in the documents;
• — provide access to relevant documents and their metadata;
• integrity, those. protection of the system from changes as a result of unauthorized access, destruction, modification or deletion of documents.

This is achieved by applying controls (eg, access monitoring, user verification, security measures, etc.) that may be internal or external to the system;

• compliance with regulatory and business requirements;
• completeness, those. management of all documents generated in all areas of business activity of the organization or in its division;
• orderliness, those. the procedure and methodology for creating, storing and managing documents should be regulated.

Although the processes of working with documents described in ISO 15489 are generally implemented in domestic DOW technologies, the principles and methodology of document management set forth in this standard not only allow for a deeper integration of work with document information with management processes, but also correspond to modern approaches to enterprise management. The undoubted advantage of the international standard is that it introduces uniform rules for working with all documents created in the activities of the organization, and these rules take into account the features of the creation, use and storage of electronic documents and involve the development and implementation of automated document management systems.

test questions

• 1. What is meant by "document management" and "document management system" in the international standard ISO 15489?
• 2. What are the requirements for a document management system in ISO 15489?

• The scope of ISO 15489 is wider than State system documentation management support (GSDM), which includes only organizational and administrative documents.

AT this document based on the materials of analytical companies such as IDC and GartnerGroup, a generally accepted classification of electronic document management systems is given, possible results and return on investment in these technologies are analyzed, and the relationship of electronic document management technologies with concepts such as knowledge management is revealed

Specialists in the field information technologies may be of interest to the entire document, while leaders of organizations may be interested in the second and third sections devoted to defining what is:

• electronic office work
• document flow
• corporate document management systems

The given classification is applied to the systems known on the domestic market, which makes it possible to obtain a more objective picture of the proposed solutions. The document shows what is their fundamental difference from each other.

The article explains why, having released a localized version of the Lotus Domino.Doc electronic document management system, Lotus actually offers the first solution for domestic customers in the field of corporate document management.

1. The market for electronic document management systems: definitions and classification

First of all, it is necessary to define what type of software we are talking about. IDC defines the Electronic Document Management (EDM) market as follows:

“Electronic Document Management (EDM) systems provide the process of creating, managing access and distributing large volumes of documents in computer networks, and also provide control over the flow of documents in an organization. Often these documents are stored in special repositories or in the file system hierarchy. File types commonly supported by EIM systems include text documents, images, spreadsheets, audio, video data, and Web documents. Common features of EIM systems are document creation, access control, transformation and security.”

Historically, document management systems have been vertical applications designed for use by small groups of professionals working in close proximity to highly structured documents. Overseas, vertical document management applications have been mainly introduced in areas such as pharmaceutical research, insurance, engineering, and industrial production.

In today's distributed enterprises, document distribution, accessibility requirements, and the need for collaboration are growing exponentially. Information materials of high value are created daily, posted on global networks, and distributed in various professional groups. In the age of the Web, formalized documents accessible only to specialists can no longer serve as a repository of corporate knowledge.

Today's businesses require a truly distributed document management architecture, i.e. one that meets the following requirements:

• Scalable, reliable, and manageable for cost-effective enterprise deployments.
• Automatic support for distributed control of various information materials throughout their life cycle, from creation to review, approval, distribution and archiving.
• Flexibility to control access to the full range of documents, from email to discussion databases, from video clips to formalized documents of all types.
• The ability to provide instant access to documents through Web browsers, desktop applications, and other public client types.
• An open, extensible architecture that allows organizations to first rapidly expand their document management platform in response to new business objectives such as records management and secondly integrate records management with broader strategic initiatives such as Knowledge Management.
• Availability of a wide range of complementary technologies to improve return on investment.

Distributed, extensible document management leads to a dramatic increase in employee productivity, strengthening the overall competitiveness of the organization, ensuring the optimization of any number of interdisciplinary processes, instead of automating individual vertical ones. Enterprise records management is an essential step towards bringing enterprise knowledge management initiatives to life.

IDC identifies six technology categories that make up the electronic document management (EDM) market. It should be noted that no classification seems to be ideal. As a result, some products fall into more than one category at the same time and have features that are specific to products from different categories.

For example, Lotus Domino.Doc is rightly categorized as an enterprise ERM system, although it has extensive workflow capabilities, especially when combined with a product such as Domino Workflow. The situation is all the more complicated by the fact that the leading players in this market are constantly supplementing the functionality of their products.

• EDM systems focused on business processes (Business-process EDM): Documentum, FileNet (Panagon and Watermark), Hummingbird (PC DOCS)
• Enterprise-centric EDM systems: Lotus (Domino.Doc), Novell GroupWise add-ons, Opent Text (LiveLink), Keyfile Corp., Oracle (Context)
• Content management systems: Adobe, Excalibur
• Information management systems (portals) (Information Management): Excalibur, Oracle Context, PC DOCS/Fulcrum, Verity, Lotus (Domino/Notes, K-station)
• Image management systems (Imaging)
• Workflow management systems: Lotus (Domino/Notes and Domino Worflow), Jetform, FileNet, Action Technologies, Staffware

Let's give more detailed definitions and distinguishing features of each category of the above technologies.

ERM systems focused on business processes, typically designed for specific vertical and horizontal applications, sometimes targeted at a particular industry. These solutions typically provide a complete document lifecycle, including imaging technologies, records and workflow management, content management, and more.

Corporate EUD systems provide a corporate infrastructure for creating, collaborating on, and publishing documents, generally available to all users in an organization. The main features of these systems are similar to systems focused on business processes. However, their distinctive feature is the way they are used and distributed. Like tools such as word processors and spreadsheets, corporate ERM systems are the standard, “default application” for creating and publishing documents in an organization. As a rule, these tools are not focused on use only in a particular industry or for a narrowly defined task. They are offered and implemented as corporate-wide technologies available to almost any category of users.

Content Management Systems provide a process for tracking the creation, access, control and delivery of information down to the section level of documents and objects for their subsequent reuse and compilation. Potentially, the availability of information not in the form of documents, but in smaller objects facilitates the process of information exchange between applications.

Information management systems also called portals, provide aggregation, management and delivery of information through the Internet, intranet and extranet. These technologies provide the foundation for creating information portals. Information management systems enable organizations to accumulate and use expertise in a distributed enterprise environment based on the use of business rules, context and metadata. While most of the technologies available today provide mostly static publishing, more interactivity and collaboration is a matter of the near future.

Image management systems convert information from paper to digital format, usually TIFF (Tagged Image File Format), after which the document can be used in electronic form.

Workflow management systems provide systematic routing of work of any type within structured and unstructured business processes. They are used to speed up business processes, increase the efficiency and controllability of processes in an organization.

What is the distribution of the electronic document management market by different types of technologies, and what is the size of this market in principle? The data that can be referenced is, again, IDC reports and forecasts. Unfortunately, the last published sales figures for major vendors were from 1998. In 1998, the global EDM market was about $750 million. integrated systems for collaboration(see definition below). IDC's forecast for the global ERM market in 2000 is $1.37 billion and the integrated systems for collaboration market is $2.48 billion.

The European market for electronic document management systems in 1998 was about $200 million and was distributed by turnover as follows:

• Corporate ERM systems and systems oriented to business processes (together) - 30%
• Content management systems - 4%
• Information management systems - 4%
• Image management systems - 35%
• Workflow management systems - 26%

At the same time, according to IDC forecasts, the average annual growth of the world market for electronic document management systems until 2003 will be about 30%. Outpacing growth rates will be experienced by content and information management technologies.

The market for electronic document management systems is very fragmented in terms of the vendors present here. Because Domino.Doc is categorized corporate systems EUD, then this segment of the entire market of EUD systems interests us most of all. The IDC report gives the following distribution of the world market for enterprise ERM systems for 1998:

• OpenText - 34.9%
• Lotus (Domino.Doc only) ?20.2%
• Novell - 12%
• Keyfile - 8.7%
• Eastman Software - 3.6%

• Documentum - 11.1%
• Open Text - 10.1%
• Lotus (Domino.Doc only) ?4%
• Cimage - 4%
• PC DOCS - 3%
• Novell - 3%
• and a number of other suppliers whose individual market share was less than 3%.

Thus, Domino.Doc, a product that Lotus had been selling on the market for a year and a half at the end of 1998, already overtook a number of competitors that had been on the market for quite a long time and largely determined the market for corporate ECM systems. At the same time, in terms of the volume of actually sold licenses, Domino.Doc significantly overtook Documentum. In 1998, only five customers—General Motors, Procter & Gamble, Texas Instruments, World Bank, Caterpillar—acquired 193,000 Domino.Doc client seats, while only 80,000 Documentum client seats were sold worldwide that same year.

What are the main trends in the development of the electronic document management systems market? Leading analysts - both IDC and GartnerGroup - are predicting the end of the "traditional electronic document management" era as infrastructure vendors (Lotus and/or Microsoft) will offer EDM functionality based on their core technologies without the added overhead associated with with the introduction of stand-alone document management applications.

IDC in the same report makes the following predictions:

“There will be a shift in focus from “pure document management systems” to technology teamwork with elements of electronic document management, knowledge management and content and information management solutions (portals)”.

GartnerGroup estimates that by the end of 2001 there will be about 32 million users of enterprise document management systems based on a common infrastructure, and only 8 million users of specific vertical solutions.

In the market of electronic document management systems, Lotus is represented by the Lotus Domino.Doc software product. Built on the ideal foundation of the Lotus Domino and Notes messaging and collaboration architecture, Lotus Domino.Doc is the only distributed document management solution today that meets all of the above requirements for distributed deployment and high scalability.

At the same time, I would like to immediately make a remark about the fact that the Lotus Domino/Notes platform itself, on which Domino.Doc is built, belongs, according to the IDC classification, to the category of “integrated technologies for collaboration” (ICE – Integrated Collaborative Environment), where companies are also represented Microsoft and Novell with their MS Exchange and Novell GroupWise products, respectively. This is a separate market from the document management systems market.

Another indisputable advantage of Domino.Doc is that, firstly, it is a localized product (one of the few foreign products of this class translated into Russian). Secondly, Lotus (a subsidiary of IBM Corporation) has a 10-year history of work in the Russian market and an extensive network of domestic partner companies that provide a variety of services related to the company's technologies.

We do not cover the integrated collaboration systems market in more detail in this paper. Although it should be noted that on the market, including the domestic one, there are a sufficient number of ready-made applications of Lotus partners created in the Lotus Domino/Notes environment, which belong to the category of systems electronic document management and office work. Among the most famous domestic products of this class are the products (in alphabetical order of the names of manufacturing companies) "Boss-Referent" (IT), the family of products "Cinderella" and DIS-Assistant (Moscow Development Institute), ESKADO (Interprocom Lan), CompanyMedia and OfficemMedia (InterTrust), N.System (Computer Land, St. Petersburg), Paperwork (KSK).

Many domestic Lotus customers have created their own corporate applications in the Domino/Notes environment, which automate complex work with documents.

2. Office and document management systems and corporate document management systems: definitions

In principle, a detailed analysis of domestic electronic document management systems is beyond the scope of this review. Moreover, we will not compare these systems in terms of functional characteristics with each other. However, let us make some remarks.

The main well-known players in this market, in addition to the Lotus partners mentioned above (IT, Moscow Development Institute, Interprocom Lan, InterTrust, ComputerLand, KSK), are the following companies with relevant products: Lanit (LanDocs), Optima (Optima Workflow), Electronic Office Systems ( Delo), 1C (1C: Document Management) and a number of other providers.

There are practically no reliable estimates of the turnover of the Russian market for electronic document management and document management systems. According to IDC estimates, the turnover of this market in Russia (including foreign products) in 1999 was about $2 million. For comparison, according to the same estimates, the turnover of the Russian market of integrated systems for collaboration (Lotus Domino/Notes, MS Exchange, Novell GrouWise) was $6.5 million

Most of the listed domestic office and workflow systems provide the following functions:

• Processing and storage of documents: registration
• Workflow management (transfer of documents between performers)
• Performance discipline control
• Document search by attributes and full-text search
• Working with related documents
• Access rights regulation
• Write-off of documents "in the case"
• Integration with external email systems
• and a number of others.

The main users of these systems are such structural divisions of organizations as case management, secretariats, offices, general departments, expeditions, etc. These are certainly important users, but they make up the 5-10% of employees in organizations that need a ubiquitous enterprise-wide electronic document management system. As a result, in our country one can meet situations that are absolutely not amenable to sound logic. The customer uses applications created in the Domino/Notes environment that support complex, both formalized and weakly formalized processes for preparing, working with documents and controlling their passage. And now, when these complex processes are completed, the document is ready, approved by everyone (one would like to say, “almost dead”), it is registered in a separate system “a la office”, created on the basis of a powerful, and often expensive RDBMS, which consists of more than 30 interconnected tables.

The domestic companies listed above, which are not Lotus partners, either relational databases (Oracle, MS SQL - “Delo” and LanDocs), MS Exchange folders (Optima Workflow), or proprietary information storages (1C) are used as the technological basis for the listed workflow systems.

The result of such technological solutions is that most of these systems in practice are not able to provide work with documents in a geographically distributed corporate environment. The same remark applies to most of the foreign systems mentioned in this review.

The first remark that needs to be made is that most domestic systems (and all domestic systems listed in this review) belong to the class . Earlier in our review we talked about technologies electronic document management. I would like to say that this is not just a subtle play on words. Technology electronic office work and document management systems are one of the types of electronic document management systems.

We have already defined what is electronic document management systems in general and corporate EUD systems, in particular. Let us give formal definitions for business and document management systems. As a working variant, the following definitions can be given.

office systems provide work with electronic versions of documents and details of registration and control forms in accordance with the rules and standards of office work adopted in the country.

Document management systems provide a strictly regulated and formally controlled movement of documents inside and outside the organization based on information and communication technologies.

If the main purpose office systems is a documentary registration certain actions and events that have taken place (for example, “the document has been accepted for execution”, “the document has been transferred for execution to a specific employee”, “an appropriate response has been given to the document”, etc.) in accordance with the accepted rules, then document management systems not only register actions and events, but also support the processes themselves over documents.

According to the IDC classification that we used above, record keeping systems can be attributed to the class of systems focused on business processes (often with workflow controls). And this business process, which these systems are focused on, is called “traditional domestic office work”. These are very specific vertical solutions. This is their advantages and disadvantages.

The products mentioned above, such as Delo, LanDocs, Optima Workflow, 1C:Document Management, from our point of view, belong to the category office systems in our classification.

The main advantage of domestic office and document management systems is that the best of these systems perfectly take into account domestic specifics and traditions of working with documents. They have the corresponding business logic of work in advance. However, there are certain shortcomings and even excesses here, when the marketing materials of some companies emphasize the observance of the "Soviet-party" traditions of office work as the main competitive advantage.

This can be answered with a quote from the same IDC report, which says the following verbatim:

“There will always be a number of not-so-smart people (note - literal translation) who will believe that simply organizing documents in a repository (repositories) will provide a greater return on investment than a good administrative assistant? However, most organizations are looking for products that provide not only e-file creation and version control, but also organization-wide document and information distribution capabilities, web-based content and knowledge management, and support for intensive document-based business processes.”

Another conclusion, which should also be heeded, belongs to analysts from GartnerGroup.

“The introduction of records management systems should be used as a means to review, redefine and streamline existing processes. Automation of paper processes in its current form often leads to even greater inefficiencies in the work of organizations.”

Thus, the questions that the leaders of many Russian organizations, are as follows: “What is the real return on the automation of Russian office work in the existing “Soviet-party” traditions?”, “Is it possible to limit ourselves to automation of office work in the traditional domestic sense of the word and wait for returns and a significant increase in efficiency without introducing a document management system as enterprise technology? ”

The majority of Lotus solutions in the area of ​​work with documents in our classification falls into a broader category than office work document management systems. This is due to the fact that the use of Lotus Domino/Notes platform by Lotus partners for their solutions immediately gives tangible competitive advantages, such as:

• Ability to create geographically distributed systems for working with documents
• Integration of document database and e-mail technologies in one platform
• Reliability of the Lotus Domino database as a repository of arbitrary objects
• Layered security based on the robust and easy-to-administer Domino/Notes model (acclaimed by many as the best in the industry)
• Full access to data using Web clients
• Open development tools for efficient application customization and modification
• Powerful ability to integrate data from other applications
• and much more.

The platform itself gives Lotus partners all the prerequisites to create not office systems, but document management systems supporting work processes rather than simple registration and storage of documents. The presence of pre-designed business logic in these systems is their significant advantage.

Definition of what is corporate electronic document management system, such as the Lotus Domino.Doc we gave above. The main difference and advantage of the corporate ERM system in comparison with office and workflow systems is that it is a solution that provides a universal, ubiquitous environment for working and storing all types of documents throughout the organization as a whole. Working with Domino.Doc in a Web browser environment gives all users access to document management portal. At the same time, the platform provides the ability to implement arbitrary schemes for working with documents in this environment.

From the point of view of users of these three types of systems, it can be said that users office systems are employees of a limited number of such structural units organizations like administration, secretariats, offices, general departments, expeditions. Users document management systems are individual employees of many departments(involved in some common business process). Users corporate document management systems are practically all employees from all departments organizations.

Thus, the hierarchy of concepts and technologies, as they expand from particular to more general, is as follows:

• office systems
• Document management systems
• Document management systems, including corporate electronic document management systems

The platform of the corporate electronic document management system, such as Domino.Doc, allows customers to concentrate on the organization's rules for the passage of documents and information, and use the platform's capabilities, including for quickly building specific information systems for office work and workflow. With a certain customization for specific processes, specific office and document management applications can be created on the platform of the corporate electronic document management system. The advantage of Domino.Doc is also that if you do not have these regulations and established business processes, the system allows you to ensure their creation in a simple and intuitive language.

In fact, by localizing Lotus Domino.Doc, which, having powerful functionality, is about 3 times cheaper than PC DOCS and is commensurate in price with domestic developments, Lotus, in fact, creates a new market for corporate electronic document management systems in Russia, just like how Lotus Notes once defined the emergence of a new class of “collaboration systems”.

Thus, Domino.Doc provides an electronic document management system with the following properties:

• Life cycle management. With a single application, you can efficiently manage documents throughout their entire life cycle, from authoring to revision, approval, distribution, and archiving.
• Distributed editing. Domino.Doc allows employees working in different geographically remote divisions to share documents on local servers while maintaining the integrity of documents throughout a distributed enterprise.
• A complete set of document management tools. Domino.Doc provides all the basic document management features, including:
  • registration of receipt / issuance
  • version control
  • full-text search across all managed content
  • audit trails
  • working with templates
  • change notifications and more.
• Editing/approval. Domino.Doc manages the entire interactive cycle of editing and amending documents up to and including final approval. For example, to ensure smooth workflows, Domino.Doc allows you to automatically send reminders via e-mail to the right people.
• Multi-level version control, which allows you to ideally organize all draft documents.
• Data protection. Domino.Doc provides time-tested, powerful Domino data protection features:
  • industrial level protection and encryption
  • full-blown user identification tools
  • RSA and SSL tools.
• Support for a wide range of clients. Provides the ability to collaborate across the entire network using Web browsers or Notes clients. To access and save documents in Domino.Doc, you can use the File menu commands in Microsoft Word or any other office applications compatible with the ODMA protocol. This approach will allow you to work with a corporate application not only from the office, but also from anywhere in the world that has the Internet.
• Quick start. All you need to install is the Domino.Doc application, and end users can get started right away.
• System scalability. Domino.Doc is based on Lotus Domino technology. This means that you can start implementing it at the smallest step and then deploy and grow Domino.Doc to the enterprise level and beyond.

All of the above features also provide great opportunities for Lotus partners to integrate the rich logic of their existing document applications with the versatility and power of Domino.Doc.

3. Estimating return on investment in electronic document management technologies

The following data and analysis of return on investment in electronic document management technologies are presented mainly in the context of the implementation of technologies such as Lotus Domino.Doc, i.e. primarily applicable to corporate EUD systems. It should be borne in mind that they may not be completely applicable to other specific electronic document management solutions, such as the narrow task of electronic clerical work.

From an economic point of view, the implementation of ERM systems can provide two types of return on investment:

• A return that is directly measured in terms of money (hard dollar),
• Indirect benefits (soft dollars).

Both types of benefits can be easily obtained by installing centralized document and image storage systems that provide: intuitive user interface, universal web browser access (no private, specific, closed clients), ODMA (office integration technology) support , such as MS Word), a single repository of images, video, audio information and all types of documents, blocking / unlocking when taking / returning a document, version control, email notification, a multi-level security system. Through the introduction of corporate ERM systems, organizations reduce redundancy in storing the same data, increase productivity there, increase in the degree of customer satisfaction and employee satisfaction in their work, significant improvements in the quality of work and the level of communications (data exchange).

By assessing the reduction in response to customer requests, the reduction in the production cycle or the provision of a service, the organization can measure the result of the implementation in terms of money. For example, one organization reported that deploying Domino.Doc on top of their existing infrastructure allowed employees to easily access documents from any geographic location. This has been a critical factor for product development teams in enabling them to achieve their goals in terms of speed to market. For this organization, delays in a new product launch by 6 months means a loss of 40% of profits.

General Motors did not perform a formal ROI analysis. However, they estimate that they saved approximately $10 million in license fees and saw 4x savings from implementing Domino.Doc compared to Documentum. Caterpillar initially selected Documentum as its document management solution after a formal evaluation. They started implementing Documentum, but at the stage pilot project 50 users spent the entire budget, which was originally allocated for 20,000 users. As a result, Caterpillar has returned to Lotus solutions for document and records management.

Organizations can gain two types of benefits from implementing corporate electronic document management systems: tactical and strategic.

The tactical advantages are mainly related to cost reduction. They are fairly easy to identify and measure. Monetary benefits can be calculated based on how much physical filing cabinets can be removed, how much space can be freed up, how much servers can be freed up, which often store many copies of the same documents. So to tactical include the following types of benefits:

• Physical freeing up space
• Reducing Copy Costs
• Reducing the cost of delivering information in paper form
• Reducing resource costs: people and equipment
• Reduce paper costs
• Increased work productivity: faster completion of work, an increase in the total amount of work performed, improved work with data / records (documents that have legal obligations), the ability to perform new types of work or perform work differently

As starting figures that can be used in calculating the corresponding returns, you can use the Siemens Business Services data (published in iBusiness magazine, N4, 2000):

• 30% of working groups' time is spent searching for and agreeing documents
• 6% of documents are irretrievably lost
• Each internal document is copied up to 20 times.
• Staff productivity increases by 20-25% when using electronic document management
• Price archival storage electronic documents are 80% lower than paper ones

An example of calculating the return on investment in corporate electronic document management systems

An idea of ​​the economic effect of introducing a corporate electronic document management system, such as Lotus Domino.Doc, into an organization at the conceptual stage can be obtained from some hypothetical calculations. Of course, obtaining more accurate figures requires a comprehensive survey of the enterprise and testing the model of the electronic document management system at one of the structural divisions.

In order to imagine the possible economic effect, we will use the following hypothetical calculations based on the assessment of the work of an employee when working with documents using traditional paper technology:

• The “average” employee performs 10 operations per day to search for various documents
• Searching for one document takes an average of 2 minutes
• In 10% of cases, the employee does not find desired document
• If the document was not found immediately, it takes another 2 minutes to search for it
• If the document is still not found, the employee switches to another job
• Average annual salary $3600 per year ($300 per month)
• Employee overhead (taxes, etc.) 100%

Document management is an important part of the overall management of an organization. The document management system allows you to set general rules work with documents and their storage, ensuring the efficient operation of both the quality system and the enterprise itself.

From the article you will learn:

What is a Document Management System

The definition of the term "document management" is contained in GOST R ISO 15489-1-2007 "National Standard Russian Federation. System of standards on information, librarianship and publishing. Document management. General requirements". This regulation defines records management as a set of consistent and effective action aimed at creating, using, storage and destruction of documents legal entity for the purpose of confirming and justifying the conduct of business and management operations.

The quality and efficiency of its activities largely depend on the quality of documents that are generated in the organization, on how quickly and efficiently incoming documents are processed. Ensuring the quality of documentation and work with it, organizing an effective document management system, the enterprise ensures high labor productivity, quality of products and services provided.

The area of ​​document management should not be limited to any one or more of their types. The rules and requirements for processing, storage and destruction for each type of documentation should be uniform. To tasks preschool services should include monitoring and ensuring the operational storage of the documentation that is in the units. Employees must be able to form documents into cases and strictly adhere to the procedure for their transfer to archival storage.

The introduction of an organization's document management system implies a high degree of regulation of the requirements for working with documents. But it should be taken into account that the more strictly the established rules are followed, the more attention the DOE service will pay to the formation, dissemination and improvement of the methodology office work, the higher the quality and efficiency of document processing will be. This means that the time for passing and making managerial decisions will be reduced and their efficiency will increase, providing an increase in productivity.

Organization of operational document management

The initial task of document management is a classification of those types of documentation that are in circulation at a particular enterprise. This, among other things, is determined by the industry economic activity in which it operates, as well as the main types of its production activities, the scale and local regulations.

The documentation included in the organization's document management system can be divided into the following types:

1. normative;
2. organizational and administrative;
3. technological;
4. financial and accounting;
5. design;
6. personnel (documents on personnel);
7. purchasing;
8. information and reference.

These types combine all the main management documents that ensure the continuity, efficiency and legitimacy of the organization's activities.

At the same time, some types of documents have their own specific features of compilation and processing. These features, which will need to be taken into account when managing documents, depending on their type, can also be determined by the specifics of the enterprise's production activities.

Note! Features of the preparation and processing of documents in an organization can also be determined by subjective factors - the requirements of counterparties or the management of the enterprise.

Further, when developing a document management system in an organization, it is necessary to determine which specific documents will be included in each of the listed species and what management scheme will be used in their processing, storage and destruction. For each group, it is necessary to choose their own document management tools that ensure the maximum quality of work with them.

To this end, it is necessary to determine the procedure for processing documents of the same name, to identify those groups that are processed according to common algorithms. This will allow for the management of documents to select and use only a few of the same type of processing and movement schemes, to establish general rules for each of these schemes.

The document management system implemented at the enterprise should not impede the work of its individual services.

It is necessary to control how the document management process at the enterprise meets the requirements of the national standard of the Russian Federation GOST R ISO 9001-2008 “Quality management systems. Requirements". Some of the requirements specified in this standard may not apply to certain types documentation. You also need to check the compliance of the document management system with the requirements that the legislation establishes in relation to accounting, tax and personnel reporting.

At the final stage, it will be necessary to supplement the control system normative documents those mandatory actions that are provided for at the level federal law, industry standards. If possible, it is necessary to choose such a method of fulfilling the requirements of the regulations, which will correspond to the maximum extent to the specifics of the company's activities and its technical capabilities. For example, a small company can destroy documents on its own in accordance with established rules, while a large company can carry out this work on a contractual basis.

Implementing a document management system in an organization

In order for the document management system in an organization to really work effectively, management personnel must receive appropriate training and learn the technology of working with documents. This technology will largely depend on what form organization of office work used in the company:

centralized , in which all work with the documentation is entrusted to the DOW service;

decentralized , in which each structural unit has its own clerk appointed by order;

mixed when the responsibilities for processing documents are divided between the service of the preschool educational institution and structural divisions.

Most often, a mixed form is used in practice. organization of office work and document management, as the most convenient and providing the necessary efficiency. But this implies the need to train employees and constantly monitor how they fulfill the requirements established by the records management system.

The main document for ensuring documentation management can be a local regulatory act, which will establish the rules for processing all groups of documents used in the organization. This provision or instruction, developed with the active participation of the records management service, will contain sample documents that any employee can always read as an example. The use of ready-made templates and forms will also make their work more comfortable, since the template will already reflect all the requirements for the design and structure of this type of business papers.

Note! Employees of the company need to provide access to the current version of the local act regulating the issues of document management in the organization.

The introduction of a competent approach can also help ensure the personnel management service - the documents that the employee will get acquainted with when applying for a job may include instructions for working with documentation. With a new employee, it can also be carried out induction training, indicative list his questions are presented below.

All company employees working with documentation must have a copy of the local act, which defines and documents the main principles of the policy in the field of document management.

Control over how the provisions of this act, which regulates the document management process, is implemented, can be carried out by the secretary of the organization or an employee of the DOW service. In this case, forms such as:

Monitoring compliance with the rules of paperwork, their compliance with the requirements of standards. If a discrepancy is found, the documents must be returned to the performers for revision and correction. For some types of documents, the list of which will be established by the instruction, signing can be carried out only after agreement with the DOW service;

Monitoring the execution of documents, compliance with the deadlines established by the local normative act or instructions;

Control over how office work in structural divisions how the rules for the operational storage of documentation are observed, the requirements for the procedure for the formation of cases and their transfer to the archive.

If a document management system is being implemented in a large organization, it makes sense to entrust control functions to a specially created commission, which will include representatives of the DOW service, a secretary, an archivist, and competent employees.

An example of an order for the creation of such a commission is given below.

Introduction

Part I. Document management systems, their functions

1. 1. Main functions of the COURT
2. 2. SUD architecture

2.1. Document storage

2.2. Document management system

2.3. Communication environment

2.4. Integration Components

2.5. System Components

Conclusion

Bibliography

Introduction

Document management system (DMS) - a system that provides work with documents.

The information that is located in scattered documents contains a lot of valuable information that is revealed only during processing. This goal is met by the DMS, which provides document management, i.e. capable of creating, storing, searching, retrieving, editing and distributing documents.

The main function of this system is the search and indexing of documents, which allows you to quickly locate and track their status. It is also important to know who is using the documents at any given time.

Part I. Document management systems, their functions

IDC defines the Electronic Document Management System market as follows:

"Electronic Document Management (EDM) systems provide the process of creating, managing access and distributing large volumes of documents over computer networks, as well as providing control over the flow of documents. File types that EDM systems typically support include text documents, images, electronic tables, audio, video, and Web documents Common features of EIM systems are document generation, access control, transformation, and security."

The main functions of the CUD are:

• acceptance, registration and accounting of documents;
• ordering and classification of documents;
• document processing;
• adding comments to documents;
• search for documents by section titles, keywords;
• creation of personal document libraries;
• changing the configuration of documents;
• version control of documents when they are modified;
• providing the possibility of remote access to documents;
• database information management;
• ensuring data security, allowing access to documents only to certain users;
• sending and distribution of documents;
• administration of accounting and data archiving.

The document management system should also have the ability to edit and merge documents, include sound clips, videos, images and texts. The CUD ensures constant updating of the information included in the documents.

The search for documents should be carried out in accordance with their various characteristics: date of creation, authors, organization, topic under consideration, type of document. Document management is most effectively carried out in the enterprise network, but access to information through global networks is increasingly used.

The SUD can be divided into five subsystems that solve independent problems (see table).

A task	SUD subsystems
Documents must be securely stored and quickly find	Centralized storage of electronic documents
Documents to be processed in accordance with current procedures	Document management system
Process participants must have effective means interactions	Communication environment
The DMS must be linked to other components of the information system	Integration Components
All of this has to work on something.	System Components

Document storage

A single database is created on the server, which allows you to securely store documents, organize them and quickly find necessary information. At the same time, it implements essential principle EDMS: the document is stored in a single copy in a place well protected from unauthorized access.

Paper documents get into the storage as a result of their scanning, and electronic documents - directly from the program in which they are created.

To quickly search for documents, the repository is equipped with a through or, as it is also called, full-text search mechanism, which allows you to find the desired document in a very short time by the keywords it contains.

Document management system

Document flow is usually considered within the framework of one company, and is a reflection of its business processes, and each company has a unique way of managing them.

In addition, any successful organization is constantly changing. The creation of new products, the acquisition of a new business, the conquest of new markets cause changes in the organizational structure, in management procedures, in the forms and routes of document movement. To keep pace with these changes, you need to use special software tools to automate workflows.

With the help of the business procedure designer, the document processing process can be represented as a sequence of steps. At each step of document processing, it is determined what should be done with the document and who should be the executor. At the end of the step, the system automatically calculates where to send the document next, and the next executor is automatically notified. At the same time, all participants in the process can observe it in the form of a visual diagram and see at what stage of processing the document is.

Communication environment

To ensure effective interaction between participants automated workflow, COURT requires some kind of "signal system". Usually this is email.

By e-mail, employees receive notifications about events occurring in the system, such as the appearance of new documents, the receipt of a document for consideration, violations of deadlines. The notification usually contains a hyperlink that allows you to open the corresponding document from the centralized repository.

Recently, messaging tools have also become popular, allowing participants in business processes, including between different organizations, to communicate "in real time": receive information about each other's presence at the workplace, exchange text messages, and also conduct audio - and video conferencing.

Integration Components

The CMS is just one of the components of the information system, and, as a rule, it is not created in the first place. And, of course, the DMS should be integrated into the general environment in such a way that there are no areas with "manual" information processing.

System Components

The technical means to ensure the functioning of the DMS are information highways, servers, disk arrays, libraries of optical disks, scanners for mass input of documents and specialized server software.

Conclusion

Document management is only part of a global system, of which a simple file storage or e-mail can be a part. In their development, such systems tend to embody the ideal - a knowledge management system, usually at the corporate level.

As practice shows, the implementation of the EMS takes place in stages, with separate components, some of which, sometimes, do not take root at all in a particular business process.

It should be noted that the need for such systems appears in organizations (firms) before they have financial opportunity, ready-made systems can cost more than one hundred thousand dollars, and the same amount of implementation. In Russia, the use of imported SUDs is complicated by their unsuitability for the conditions of our reality.

Bibliography

1. How to manage documents in a modern organization, Viktor Taranov, 2003, http://www.directum.ru/514280.shtml.
2. Hypertext Encyclopedic Dictionary of Informatics, 2004, http://ibd.tsi.lv/sart.pl?T1=QEP.
3. Document Management Systems, Alexey Zhdanov, 2003, http://www.naumen.ru/go/company/press/judgment.
4. Zakharov O. What is electronic document management. Computer press. 1997, No. 4, p. 79-82.
5. IDC. Europe Document Management Market Review and Forecast, 1998-2003, (Feb. 2000).

Mikulskaya O.M., Plotnikova Ya.A. ELECTRONIC DOCUMENT MANAGEMENT SYSTEMS AS A WAY TO INCREASE RELIABILITY AND QUALITY OF OFFICE WORK

Document management systems store documents, keep their history, ensure their movement through the organization, and allow you to track the fulfillment of the duties recorded in the document. In an organization where a document management system has been introduced, there are no simple decisions, instructions or orders. There are documents containing decisions, instructions, etc. A document is a basic management tool: everything

management in the organization is carried out through documents. Often, the flow of documents in an organization is disordered, which, in turn, reduces the quality of the enterprise's office work, documents are lost, and often, when they get to the executor, they lose their relevance. AT modern world what matters is the speed of obtaining information, timely response to a particular message. It is for streamlining the flow of documents, systematizing them at enterprises that the electronic document management system (EDMS) is gaining popularity.

To ensure optimal results from the implementation of the EDMS, it is necessary to determine the relevance of its implementation and the criteria for selecting the EDMS, determined by the requirements for it.

The relevance of the introduction of EDMS

The relevance of the implementation of EDMS is determined by the following factors:

The Need for Automation administration organization. Degree of difficulty organizational structure.

Presence of territorially distributed divisions. This factor imposes certain requirements for remote access, data replication, etc.

Large paper archive.

The presence of a document management system that does not meet the current needs.

EDMS selection criteria

The selection criteria are determined by the following requirements:

Storage requirements. To process a large number of documents (in terms of storage volume), it is necessary to select a system that supports hierarchal structured storage (HSM - Hierarchal Storage Management). This mechanism stores the most actively used data on the fastest but most expensive media, while less frequently used information is automatically transferred to slower and cheaper media.

The presence of formalized procedures that require support for their implementation and automation of control (preparation of documents of a certain type, performance of standard functions of the organization, etc.).

The need for advanced document routing, workflow management and, as a result, the need to support arbitrary business processes, possibly working in conjunction with application systems to support these processes.

Document retention requirements. With long storage periods (tens of years), it is worth seriously thinking about organizing a parallel archive.

Requirements for "openness", extensibility of the system. Ability to integrate with existing information systems and use existing equipment.

The need to store images of documents. Use in the organization of specific formats for storing documents. The need to support engineering and design tasks, other features of the enterprise.

Availability of advanced information retrieval tools. Full support by the system for the languages ​​of the documents available in the organization.

Security requirements (encryption, organization of access, etc.). The possibility of using the access mechanisms already available in the information infrastructure of the organization in the document management system.

Requirements for compliance with certain standards: internal, industry, GOST, international

standards for quality control, the level of organization of information storage.

General classification document management systems

The classification is not rigid and ERMS can simultaneously perform the functions defined in the various categories below, but most of them have a specific orientation in one of the areas related primarily to product positioning.

Systems with advanced means of information storage and retrieval (electronic archives - EA). An electronic archive is a special case of a document management system focused on efficient storage and retrieval of information. Some systems are especially distinguished due to the developed full-text search tools: fuzzy search, semantic search, etc., others - due to the efficient organization of storage:

HSM, support for a wide range of storage equipment, etc.

Systems with advanced workflow (WF) tools. These systems are mainly designed to ensure the movement of certain objects along predetermined routes (the so-called "hard routing"). At each stage, the object can change, so it is called the common word "work" (work). Systems of this type are called workflow systems - "workflow" (unfortunately, there is no exact equivalent in Russian for this term). Documents can be attached to jobs, but documents are not the basic object of these systems. With the help of such systems, it is possible to organize certain works for which all stages are known in advance and can be prescribed.

Systems focused on supporting the management of the organization and the accumulation of knowledge. These are "hybrid" systems that usually combine elements of the previous two. In this case, the basic concept in the system can be both the document itself and the task to be performed. To manage the organization, both "hard" and "free" routing are needed, when the route of the document is assigned by the head ("paints" incoming document), so both technologies in one form or another can be present in such systems. These systems are actively used in state management structures, in offices large companies, which are distinguished by a developed hierarchy, have certain rules and procedures for the movement of documents. At the same time, employees collectively create documents, prepare and make decisions, execute or control their execution. When implementing such systems in large enterprises, it is important to determine whether the system provides the possibility of effective administration, processing large amounts of information, integration with automated production management systems, scalability, phased implementation, taking into account territorial distribution, complex organizational structure, the role-based principle of organizing access, etc. .

Collaboration-oriented systems. This is a new trend in the field of document management systems, associated with an understanding of the volatility of market conditions in the modern world and the need to have "only the most necessary" for fast movement, without superfluous, very useful,

but heavy ballast. Such systems, in contrast to the previous ones, do not include the concept of hierarchy in the organization, do not care about any formalization of the workflow. Their task is to ensure that people in the organization work together, even if they are geographically separated, and to preserve the results of this work. Usually implemented in the concept of "portals". They provide services for storing and publishing documents on the intranet, information retrieval, discussion, meeting facilities (both real and virtual). Such systems find customers among rapidly growing commercial companies, work groups in large firms and government agencies.

Systems with advanced additional services. For example, a customer relationship management service (CRM - Customer Relation Management), project management, billing, email, etc.

The market of control automation systems in our country can be divided into three parts:

software solutions of domestic developers based on applications of foreign companies;

software solutions of domestic developers based on own developments;

software solutions of foreign manufacturers.

Choosing the optimal EDMS

It is possible to discuss the optimal EDMS of choice. On the one hand, EDMS from well-known manufacturers seem to be more reliable. In fact, workflow systems in such cases are an adaptive add-on over ready-made databases. In addition, such a solution is likely to be appropriate if the enterprise has already installed a similar EDMS for related needs.

On the other hand, programs with their own EDMS usually do not require special conditions installation and operation, as well as the purchase and implementation of additional third-party software.

An important factor in choosing an EDMS is an increased degree of information security. With unauthorized access to the database directory of well-known manufacturers - simply put, breaking the protection - an attacker is more likely to be able to extract confidential information having the skills of a DBMS programmer. And with an individual database format, this process will become much more complicated, if not impossible.

It should be noted that the problem of DBMS compatibility is often solved for a specific implementation. That is, if necessary, the developers in the automation project "transplant" the EDMS from the database they developed to the one required by the customer. Developers with implementation experience are capable of this.

It should also be noted the difference between the "boxed" product and project implementations. Not worth it

"Boxed" software products have one drawback - the standard. Everyone wants every detail of his specifics to be implemented in the system. Often, a complex office workflow cannot be implemented “out of the box” or implemented partially due to a small standard set of functions. True, recently the “boxes” have been let in by developers in more and more deployed and multifunctional versions, so this problem tends to disappear.

Development of an EDMS as a project is a long, laborious and costly process. And maybe so

it may happen that the resources spent on the development of this system will be spent inappropriately for the result. Firstly, this can be facilitated by an incorrectly and incompletely designed technical task. Secondly, implementation requires the willingness of personnel to participate in the implementation and use of this system in their work with all its specifics, and developers will have to create a special set of documentation. The only remedy against this is to carefully study the experience of the developer's implementation solutions. Only a well-coordinated team that has been working on the market for a long time will be able to fully implement a complex project.

Especially popular in the market are developers who have both “boxed” products and experience in similar implementation solutions. This most clearly speaks of the professionalism of such a company.

You should also pay attention to the openness of the system for customization. Most often, in order to change the operation parameters or the system interface, you have to reprogram the DBMS itself. For similar work requires a highly qualified programmer, hired or on staff. This process is rather complicated and time consuming.

A well-written system should be easily scalable - it should function both at one workplace of a clerk and within a large organization, regardless of the volume and complexity of information flows. A universal system should be initially designed to work both within a small department, for example, an office, and within an entire organization with a complex scheme of information flows. The EDMS can change with the development of the company, and the scalability of the system in the future can really save money and time. A well-built EDMS provides an opportunity to expand the project by simply purchasing the required number of licenses.

Also, when choosing, you should consider the function of monitoring the execution of the document. If the enterprise does not have a clear work with documents, then, as a result, the management itself deteriorates, since it depends on the quality, reliability, efficiency of receiving and transmitting information, the correct setting of the reference and information service, and the precise organization of the use of documents.

One of the main purposes of systems of this type is to provide "transparency" of work at the enterprise for the manager. Accordingly, it should contain complete tools for the manager: a complete picture of the document route in the registration card, an established system of various

reports on deadlines with the possibility of forecasting and responsible persons, debugged automatic system notifications of employees about work with documentation. A full-fledged system usually stores information about the performance of each employee involved in the document management process, about the enterprises and organizations with which he is in correspondence.

To analyze and select a system, the best option would be a pilot installation of a demo version and work in a test mode. All flaws and inconveniences, if any, will certainly appear in the process of multi-user testing.

Having a demo version is important. A number of companies do not provide it, citing the scale of their projects and the inability to create a consumer demo version. But, when ordering a project “blindly”, every time you run the risk of not getting the result you expected. Before joining any project, you should look at and test a really working program, and not buy a pig in a poke. This is the law of the market.

To date, the introduction of automation systems is necessary. The workflow automation system provides real benefits and real economic effect. It is very important to choose the right system and you should not save on the implementation process. The cost of the system is determined primarily by its belonging to a particular class. The duration of the implementation process depends on the complexity of the system and can range from one week to a year or more.

LITERATURE

1. Article "Overview of electronic document management systems" [ Electronic resource]: Open System website

2. Date, K., J. "Introduction to database systems", 6th edition: trans. from English. - TO.; M.; St. Petersburg: William's Publishing House, 1999

3. Petrova I.Yu., Vasil'eva E.M., Laptev V.V., Lazutkina E.A. "Undergraduate practice, diploma design in the specialty 22 02 0 0 -Automated systems information processing and management". Guidelines”, Astrakhan, 2002

4. Andreeva V.I. "Documentation: A Practical Guide" / Edition 5th, revised and supplemented. - M.: CJSC "Business School "Intel-Sintez", 1998