Document and Workflow Management

Many organizations recognize the need to streamline their operationally-necessary business processes, both to reduce cost and to gain time and resource efficiencies. As they do so, these organizations are discovering that they lack the fundamental knowledge and insight required to fully optimize their document-intensive business processes. Documents and content are an essential part of nearly all business processes. They affect how organizations communicate, officially record and reference transactions, and capture information for later use. The growing interest in document and content-based solutions is driven by numerous business needs and initiatives.

To address these needs, organizations implement a variety of technologies. A single product rarely satisfies the entire need, and implementing a solution is never as simple as deploying new hardware and installing new software. A range of professional services are required to sculpt the technologies into real solutions from which organizations can directly derive business benefits.

To that end, organizations utilize their own IT resources to implement, integrate, and deploy document and content-based solutions but at a cost and time which is rarely acceptable and which affects and impacts the cost of its core business.

DOCUMENT MANAGEMENT

iSpace believes in documentation for simple reasons: To enable every employee, partner and supplier to participate in communicating and improving an organization's business processes, ideas and initiatives.

How do we do it -

iSpace specializes in data capture services from various types of documents and forms using hi-end technology to achieve highest possible accuracy .Typically the processes involves either keying the data manually from images, followed by comparison processes for quality or use of OCR methodology for forms and documents. The majority of our work involves document scanning and a combination of key-from-image and advanced data capture, recognition and verification routines to achieve greater accuracy and efficiency from equipment and staff.

Key from Image: We have a sophisticated system partly inbuilt KFI that can process large volumes of images using a large force of data entry operators across multiple locations. Operators manually key in data from scanned images of these forms. We can customize our application to a great extent as per client's expectations to achieve the highest efficiency and accuracy. The application typically follows a three key dimension of Edit Classification + KFI + QC to eliminate all keying errors.

Recognition and Verification: Electronic recognition is a powerful tool that greatly enhances the speed and accuracy of data entry. Despite the high degree of reliability of OCR technology, our operators carry out a verification process to insure the absolute accuracy of the data prior to data commitment.

A few highlights of why we believe in documentation and follow this process religiously across lines of business for our clients-

Easy to use

The core structure of documentation in iSpace is designed to be simple enough so that people who have direct knowledge of a process, but may not be familiar with process the process, can work on the same process simultaneously or at different times. This is possible because iSpace has a cloud-based solution which is accessible from any browser anywhere and does not require any additional software’s to be installed or maintained.

Centralized and Collaborative

Document management system acts as the central repository for all process related assets. Process participants and stakeholders, whether down the hall from each other or separated by an ocean can work on the same process at the same or different times.

Access Controls –

The need for documentation is as real as the threat to it, so in our system access is assigned to individuals or groups or processes for that matter allowing access to only one set of relevant documents. The documentation is domain controlled and tracks users by roles and domains.

WORKFLOW MANAGEMENT

Workflow management commonly refers to streamlining and automation of business processes, operations, tasks, and transactions. In a BPO set-up, however, the term assumes sophisticated dimensions because it lies at the core of operations. Just as an engine is central to an automobile, a workflow management system plays a similar role in an organization focused on data-based applications.

A workflow-management system plays a critical role in a transaction-based BPO where agents are sitting in a production line and doing multiple tasks, which get automated to the next level. The basic workflow management tool queues-up the workload, allocates it to the idle agents (according to the role definition), and enables supervisor monitoring. The features also involve a three step dimension: Allocate + Process + QC

However iSpace uses more a sophisticated tool allowing flexibility in mapping the rules, defining roles of different agents, and stating the exceptions. The supervisor can login and check the work randomly or in a pre-defined manner. For instance, the supervisor may want to check 10 percent of the work of each agent and 25 percent of the work of a few under-performing agents. For this purpose, the tool provides the supervisor with a detailed balance sheet of agent performance in terms of parameters such as the number of jobs executed and how much time was allocated to each job. This is an important feature in a workflow management tool as it helps the company to successfully manage service level agreements (SLAs).

The sophisticated version of the tool also comes with features that can escalate the problem automatically if an agent is not able to address the problem within a pre-defined time span. A workflow solution incorporates three basic phases.

  • Mapping.
  • Modeling.
  • Managing.

These are some of the tangible benefits that accrue from a workflow management tool.

  • Increased organizational efficiency.
  • Productivity gains through load balancing (between 40 and 60 percent).
  • Improved customer service with close monitoring.
  • Enhanced process control and reporting.
  • Increased ability to adhere to internal and external regulations.
  • Enhanced competitive advantage.
  • Audit Trail.
  • Document retrievability.

A BPO organization engages in multiple processes executing complex tasks. Therefore, it must deploy production workflow. Production workflow is a situation where:

  • Processes are complex.
  • Many users interact with the processes.
  • There is a need for integration with enterprise applications.

Now imagine the power of Document Management System integrated with our workflow feature. We can eventually manage all transaction based process giving our clients not only the advantages of a paper free environment not to mention cost benefits but also control of the workflow.