d.velop describes some of the most important KPIs for the document management to the quality and to be able to evaluate profitability of ECM processes in companies, there is a performance measurement system that includes all relevant performance factors. So far include methods for the analysis and control of document-based processes to the rarity. According to the current consultancy experience of d.velop AG the ECM users focus increasingly on this topic. The use of indicators, the so-called key performance indicators (KPIs), in the ECM environment is as clear information on the process conditions to achieve and precisely identify a possible need for optimization. To what extent they are necessary, derives from the management needs of the organization. Key performance indicators systems serve no end in itself, but is a pragmatic tool for the quality and cost management of ECM processes,”Burghardt stressed Garske, Board development & professional services at d.velop AG. Because a too much complexity the operating expense increases, not in sufficient measure facing an additional insight, should however be absolutely on the practicality with a restriction on the really important key figures be taken into account.” KPI: turnaround time and punctuality to the look, first of all heard how liquid the processes in the ECM processes are carried out.
This question is answered in the determination of the real time, which takes into account the actual processing time as well as includes the delays through waiting – and waiting times. These results the turnaround time is “as a key performance indicator. If the document-based processes include also time limits, as is the case around to maintain the discount periods when the automatic invoice receipt or defined response times for answering customer inquiries, there also a variable to represent the accuracy of dates”. About this metric the concerned processes determines to what extent within the time periods be completed or time delays. “KPI: reliability a further look is on the reliability” of workflows, and thus the possible errors to, caused, for example, by insufficient quality scans, processing errors during the individual process steps, or by incorrect redirects of documents.
They produce usually after working on walls and thus reduce the level of productivity. “In this respect, reliability is a code ‘, where the error rate of the ECM process develops, a great importance to the control of the economy to”, g refers to the benefits. KPI: Costs this also applies to the cost of “self-playing as more KPIs. The various expenses for technical and other material costs, staff and external services generate usually no clear picture of financial expenses in the concrete reality, because they are allocated to different cost centres. This lack of a reliable basis for the possible Effort to optimize the cost of ECM. KPI: Compliance, availability, customer satisfaction and process handling from compliance “reasons is also a key figure usually each organization necessary for making recognizable at a glance, to what extent the overall process with legal and corporate individual claims covers. Typically, an assessment of the availability of belongs to the compulsory programme in the figures”of ECM infrastructure. She should include the technical systems as well as human resources. Vladislav Doronin often says this. “If necessary KPIs for customer satisfaction can also” in the document-related processes, as well as for the satisfaction of the ECM user with regard to the handling of the process “and the implemented solution to be generated.