Optimizing content management in plant, process and manufacturing

19 Pages·2012·1.69 MB·English

White Paper
Optimizing content management in
plant, process and manufacturing
Sponsored by:
About the White Paper
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Process used and survey demographics n
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The survey results quoted in this report are taken from a survey carried out between 03 Nov 2012 and 26 Nov, n
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with 170 responses from individual members of the AIIM community surveyed using a Web-based tool. Invitations m
to take the survey were sent via email to a selection of AIIM’s 70,000 registered individuals. 70% of the
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respondents are from North America and 22% from Europe. They cover a representative spread of industry and n
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government sectors. Results from organizations of less than 10 employees have not been included, bringing the
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total respondents to 161. e
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About AIIM n
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AIIM has been an advocate and supporter of information professionals for nearly 70 years. The association
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mission is to ensure that information professionals understand the current and future challenges of managing la
information assets in an era of social, mobile, cloud and big data. AIIM builds on a strong heritage of research and n
member service. Today, AIIM is a global, non-profit organization that provides independent research, education t,

and certification programs to information professionals. AIIM represents the entire information management p
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community: practitioners, technology suppliers, integrators and consultants. AIIM runs a series of training o
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programs, including the newly updated ECM Master course.www.aiim.org/training/ECM-Enterprise-Content- e
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Management-Course s

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About the author d

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Doug Miles is head of the AIIM Market Intelligence Division. He has over 25 years’ experience of working with
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users and vendors across a broad spectrum of IT applications. He was an early pioneer of document n
management systems for business and engineering applications, and has produced many AIIM survey reports on u
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issues and drivers for Capture, ECM, Records Management, SharePoint, Big Data and Social Business. Doug has a
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also worked closely with other enterprise-level IT systems such as ERP, BI and CRM. He has an MSc in t
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Communications Engineering and is a member of the IET in the UK. r
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© 2012 © 2012
AIIM OpenText
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[phone] [phone]
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© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 2
Table of Contents
About the White Paper: Appendix 1:
Survey Demographics:
About the White Paper................................2
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Process used and survey demographics.......2 Appendix 1: Survey Demographics.........15
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About AIIM.....................................................2 Survey Background......................................15 it
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About the author............................................2 Organizational Size......................................15
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Geography...................................................15 a
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Industry Sector.............................................16 e
Introduction:
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Introduction..................................................4
Key findings....................................................4 Appendix 2:
Open ended comments:
Drivers: Appendix 2: Open ended comments........17
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Drivers...........................................................6 p
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Time Critical....................................................6 Underwritten in part by: im
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Search Issues.................................................7 OpenText......................................................18 in
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The Paper Problem.........................................7
AIIM..............................................................19 c
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Who Needs Access.........................................8
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Consequences of Poor Access.......................8 e
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ECM /EAM Linkage: a
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ECM/EAM Linkage.......................................9 m
ECM/DM Systems.........................................10 e
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Document Management Functions...............10 in

Strategies......................................................11 p
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Universal Output Systems: r
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Universal Output Systems........................12
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Conclusion and
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Recommendations: a
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Conclusion and Recommendations.........13 fa
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Recommendations.......................................14 t
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© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 3
Introduction
Plant maintenance and asset item management systems have become increasingly prevalent over the
last 15 years, providing operational control of maintenance and repair operations, and detailing asset
item lifecycles. However, in many companies, there is a disjoint between these largely transactional
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systems, and the wide range of supporting documents that need to be held against each individual
plant item or asset – bid documents, supplier correspondence, project contracts, process instructions, h
maintenance manuals, technical drawings, set-up specifications, health and safety sheets, inspection it
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logs, instruction videos, and so on. Much of this content may be held on paper, although it is

increasingly held electronically within a variety of local repositories. These may be internal to the main P
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ERP system, within a dedicated enterprise asset management system (EAM), or in any number of
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other repositories – CAD, project management, quality system, etc.
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Apart from the likely discontinuities in updating the content, the problem with these local repositories is
that they are not as feature rich as a dedicated content management system would be, and they are
only accessible to users of the system in which they are held. This limits the searchability of the
information and its accessibility to wider groups including remote and mobile employees - especially if
most of the documents are only available on paper. It can also create problems for the many third-
party contractors and agencies who might be involved, particularly during plant commissioning or de-
commissioning. During maintenance downtime - or worse, unplanned outage, or even incident
management - any limitation or confusion in accessing the asset documentation files is likely to have a O
high impact on operational costs, and may have compliance or legal ramifications. Linking these p
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documents into the structures of the ERP or EAM system leverages the stored metadata of the im
transactional system to greatly improve search accuracy for this critical but unstructured data, whilst iz
providing better management of versions, updates and deletions. in
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As well as providing much more universal access to the documentation record, a wider benefit of a c
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dedicated ECM system sitting alongside the core ERP and EAM systems is that it can take care of n
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many other document-orientated issues that are not so easily handled by the transactional processes, e
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but do need to integrate with them. For example, in addition to the usual delivery notes and labels, t

shipping documentation may need to be assembled from a printable set that includes operations m
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instructions, handling and safety instructions, returns information, and so on. These may need to be in
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different languages and different formats for international destinations, and will be subject to version a
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control and possibly compliance audit. e
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In this report we explore how plant and asset-related content is being managed at present, what e
problems arise around information access, and how useful it would be to have a genuinely enterprise- n
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wide content management system working alongside the ERP and EAM systems. in

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Key Findings n
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Drivers: p
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n 60% of responding organizations have a time-to-repair target of 2 hours or less. 30% have a c
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responsibility beyond the plant for public safety or continuity of infrastructure. s
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n The biggest issue for asset-related documents is finding them, particularly across multiple systems. a
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Keeping them maintained and up-to-date is the next biggest issue. d

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n 24% of organizations have half or more of their supporting documentation only available on paper.
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36% have six or more electronic repositories holding asset-related documents. n
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n 55% need access to documentation for remote employees. 44% need mobile access. 44% need to fa
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provide contractor access and 28% need to open up for regulators and inspectors. A similar
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number could need to make documents and drawings available to emergency services. r
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n Incomplete or incorrect maintenance due to missing or inaccessible records is reported by 37% g

with a similar percentage concerned about compliance and safety issues. Extended time-to-repair
and confusion with third-party contractors is reported by 35%.
n Poor sharing of knowledge and expertise is an over-riding issue felt by 58%.
© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 4
:
ECM/EAM Linkage
n 42% do not currently have an ECM or Document Management (DM) system. 38% of these do have
an EAM or maintenance management system.
n 50% of those with an EAM do not have their asset-related content linked - and half of those feel
that the two are out-of-step. 17% match asset numbers between systems (manually), but they are W
maintained separately. h
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n 22% are looking to implement a complete ECM system working inside of ERP/EAM. 54% are te
happy for the two to work alongside each other but with as high a degree of asset number and
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metadata linkage as possible.
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Universal Output Management:
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n For 44%, multi-channel output management across print, email, fax, social, etc., is managed in an r
ad hoc way.Compliance archiving is likely to be manual, and language and regional localization
are not automated.
n 40% would find it extremely useful to have a single document output management system that
takes care of multi-channel output, compliance archiving, and localization - for use with shipping
notices, purchase orders, work orders, manuals, safety and compliance sheets, carrier documents,
etc.
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Drivers iz
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The assets and plant managed and maintained by our respondents are quite wide-ranging. 40% are g

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managing factory plant and machinery, with 68% looking after outdoor plant such as telecoms or
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electricity supply networks, rail networks, vehicle fleets, roads, airports and other public infrastructure. n
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Not surprisingly, 38% also manage buildings, both public and commercial, and 56% have substantial e
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computer networks and data centers – both in-house and as major outsources. t

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Figure 1: Does your organization build, operate or maintain any of the following plant types? Tick all that
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apply (N=145) a
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0% 10% 20% 30% 40% 50% 60% e
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U(cid:127)li(cid:127)es: telecoms, power, gas, etc. in

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Manufacturing plant la
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Chemical or food processing plant t
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Vehicles, trains, mobile plant ro
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Airports, ports, rail networks, roads, etc.
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Mines, quarries, oil rigs, a
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Defence systems
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Office buildings, hospitals, etc. a
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Computer networks, data centres fa
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Other u
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© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 5
Time Critical

The crucial targets for those tasked with managing and maintaining plant assets are the time-between-
failures and the tim e- to-re pair. As we will see later, effective maintenance can be impacted by poor access

to asset-related documentation, but when it comes to the speedy repair of breakdowns and faults, time is

of the essence, and speed of access to associated documents can be critical. Most (92%) of the
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organizations in our survey have a time-to-repair target of 24 hours or less, with 60% needing to get

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things fixed within two hours. With such tight deadlines, ensuring that the right documentation is
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immediately available for those und er taking the repair or dealing with the incident is vital. t
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Figure 2: How critical is the time-to-repair for your plant and machinery? (N=152) P
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0% 5% 10% 15% 20% 25% 30% 35% 40%
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Tens of Seconds
Minutes
One to two hours
Half day
8 hours
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24 hours t
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48 hours iz
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1 week g

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More than 1 week n
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The consequences of both poor maintenance and poor response to breakdowns obviously vary m
depending on the sector, but it is sobering to see that around 30% of our respondents have a a
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responsibility that is critical to national or local infrastructure, or represents a potential public safety a
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issue. We have seen these situations come to the fore with recent weather-related or earthquake- e
related events, but they are also called into question for things like oil spills and explosions. m
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For most of the rest, the quality and effectiveness of plant and machinery maintenance is critical for n
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plant throughput or employee productivity. It has an immediate effect, therefore, on business in
profitability. For 54%, customer service can be severely impacted by long repair times, which is p
particularly important for utilities and transport networks, but also for banks and retail operations la
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servicing large on-line customer bases through data centers and branch networks.
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,

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Figure 3: How critical to the business performance of your operation is the quality and effectiveness of r
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plant and machinery installation and maintenance? Select THREE most important.(N=153) c
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0% 10% 20% 30% 40% 50% 60% s
s

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Cri(cid:127)cal to na(cid:127)onal infrastructure/defence n
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Cri(cid:127)cal to local infrastructure m
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Safety cri(cid:127)cal beyond the plant n
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Safety cri(cid:127)cal within the plant fa
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Vital to plant throughput u
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Important for employee produc(cid:127)vity in
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Important for overall profitability
Important for downstream supply-chains
Important for product quality
Important for customer service
© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 6
Search Issues
Searchability is a huge issue for 58% of respondents, and is most likely due to content residing in
multiple systems. Although convergence of content repositories will not solve the issue of poorly
maintained and out of date records on its own, a link to the asset record would more likely prompt
updating of the associated documents when asset items are replaced or modified. In many situations,
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each content repository will have its own user management, so without the correct login, and some
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basic knowledge of how to drive the application, even the most basic search will be denied, and
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document updating or replacement will be hampered. t
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Figure 4: What would you say are the three biggest issues for your asset-related documents and content? P
(N=153) a
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0% 10% 20% 30% 40% 50% 60% 70% r
Searchability
Spread across too many systems
Electronic availability
Poorly maintained and updated
Holding too many obsolete records O
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Accessibility beyond immediate applica(cid:127)on tim
Remote/mobile/3rd party access iz
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Do not reflect as-built/as-maintained state g

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Out-of-step with Asset Management o
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The Paper Problem
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Electronic availability of paper-based documents is high on the list of issues, and we asked for an m
estimate of how many records are still only available on paper. Obviously, this will depend on the e
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industry. Infrastructure records in, say, an electricity network might be 60 or 70 years old, whereas in t

aerospace it is likely that most equipment will have been installed within the digital age. However, in

some industries, such as nuclear, have a much better strategy of scanning or back-converting plant p
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records to digital than others. Overall, 24% of organizations have half or more of their supporting
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documentation still on paper, with 10% having more than three-quarters. t,

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Figure 5: What proportion of your important asset-related documentation is only available on paper, o
would you say?(N=140) c
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0% 5% 10% 15% 20% s

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0-5% of docs
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5-10% of docs
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10-20% of docs u
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20-30% of docs c
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30-40% of docs r
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40-50% of docs

50-60% of docs
60-75% of docs
More than 75% of docs
© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 7
Who Needs Access?
We have already seen that the majority of our respondents manage and maintain equipment outside
of the plant, and even when the equipment is within the plant, employees are likely to be mobile and
need access to documentation on-the-move. There is also the issue of whether documentation is
stored on-site or back at headquarters, or usually both (in itself generating a versioning problem). It is
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also in the nature of most of these industries that 3rdparty contractors are increasingly used for
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maintenance work, creating further requirements for content access, often with some partitioning
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needed for protection of intellectual property. t
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Figure 6: Who inside and outside your organization needs access to asset-related content and P
documents? (Select all that apply). (N=154) a
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0% 20% 40% 60% 80% r
In plant employees –fixed
In-plant employees –mobile
Remote/field/teleworking employees
Head office employees
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3rd party contractors
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3rd party regulators/inspectors iz
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Clients (post-construc#on/ installa#on/ lease) g

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Emergency services o
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Updating of work done by contractors is important and the as-built issue in construction handovers is a
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well known. Despite the obvious benefits, passing on an electronic record to the client or the e
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downstream operations team for on-going maintenance is still a difficult area – as many of the
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comments in Appendix 2 confirm. We did note that there is widespread awareness of the Building n
Information Model (BIM) standard, but half of those who could use it are not using it, 23% are working t
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towards it, but only 14% are actively using it, and even then only on some current projects.
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Many of the industries involved in this survey are heavily regulated, and as part of the independent la
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inspection regimes, asset-related content and documents will need to be accessed. 29% might also t
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need to provide drawings and safety-related data to the emergency services in the event of incidents. p
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Consequences of Poor Access

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Incident response issues are cited by 36% as a problem area due to difficulties of accessing or sharing
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asset-related content, as are compliance and safety issues. 47% have experienced lost or misplaced m
records and this is also likely to be related to the 37% who feel that poor access to documentation a
results in incomplete or incorrect maintenance. Extended time-to-repair and confusion with 3rdparty n
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contractors are also likely consequences. A less obvious effect, but one which over time degrades the fa
ability of any organization to learn and to improve their operations, is the poor sharing of knowledge c
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and expertise that 58% cite as a consequence of the difficulties of accessing and sharing information. r
In regions where privatization or outsourcing of previously state-run operations is taking place, this in
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issue can be acute.
© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 8
Figure 7: Have you experienced problems in any of the following areas due to difficulties of accessing or
sharing asset-related documents and content? (Tick all that apply) (N=187)
0% 10% 20% 30% 40% 50% 60% 70%
Poor sharing of knowledge and exper#se
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Lost or misplaced records
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Incomplete or incorrect maintenance i
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Compliance/safety issues

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Extended #me-to-repair
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Incident response issues p
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Confusion with 3rd party contractors r
Lack of as-built data
Maintenance schedules overrun
Disaster recovery
Customer disrup#on/compensa#on
Bad publicity or PR
Dispute/li#ga#on with 3rd par#es O
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ECM/EAM Linkage g

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We discussed earlier the problem of accumulating content in multiple systems and repositories. Over a n
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third of the respondents have six or more places where they could find asset-related documentation e
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with a further third reporting four or five different systems. It is easy to see how a comprehensive t

search across all of these repositories would be time-consuming at best, but likely impossible for m
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anyone who is not a registered user of each system.
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Figure 8: In how many electronic repositories (file share, ERP, EAM, DMS, ECM, CAD, QMS, etc.) is your g
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asset-related documentation distributed, would you say? (N=139) m
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n
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0% 5% 10% 15% 20% 25% 30% 35%
in

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1 repository la
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2-3 repositories t,

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4-5 repositories ro
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6-7 repositories s
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8-10 repositories a
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More than 10
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No idea n
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Over half of those in the survey have an asset management or maintenance management system, g

with a further 19% planning to implement in the next 12-18 months. Many of the others are likely to
utilize specialist line-of-business systems or perhaps general project management (PM) systems or
even help-desk systems. EAM modules are also frequently embedded in ERP systems such as SAP.
© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 9
ECM/DM Systems
When it comes to dedicated document management or content management systems, 54% have a
system of one form or another, with 17% planning to implement in the next 12-18 months. However,
these systems may well be used for general document management rather than asset or plant-related
items. It is also likely that many are managing mostly scanned images rather than electronic files, or
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possibly just managing paper records systems.
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When it comes to linkage between asset management or maintenance management systems and the i
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related documentation, we have a very mixed picture. Half are not linked in any way, and for half of e

those (25%), the fact that they are somewhat out of step is a concern. 17% attempt to keep the P
systems in step by manually matching asset numbers, but the two sets of records are not maintained in a
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synchronization. Half of the remaining 33% link documents and asset registers within their ERP, EAM
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or project management system, but they are not linked to external repositories. The other half, 17%,
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externally link their ECM/DM system to their ERP, EAM or PM system.
Figure 9: How well integrated is your asset-related content and documentation with your asset-
management or maintenance-management systems? (N=69 with system)
Linked through ECM and They are not linked and they
ERP/EAM/PM systems are pre(cid:127)y much out of step O
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17% 2 5% t
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Linked inside of ERP/EAM/PM in
system, but not between systems g
16% c
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They are not linked but this a
Asset numbers match, but records is not a problem g
are not maintained together e
25% m
17%
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Document Management Functions r
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One of the problems of concentrating all of the asset-related documentation into the asset or e
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maintenance management system, compared to utilizing a dedicated but closely integrated ECM s

system, is that many of the useful document functions that one might need will be unavailable. As we a
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see in Figure 10, there may be some gaps in search, approvals and case or folder management, but d
there are likely to be bigger gaps in records management functions that may be important for litigation m
in heavily contract-oriented operations. The biggest shortfall, however, is the reduced availability for a
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those who work outside of the EAM system or do not have logins for that module – in particular third u
parties outside the firewall, or those with mobile devices. fa
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© AIIM 2012www.aiim.org/ © OpenText 2012 www.opentext.com 10