December 9, 2016 by Clark Brett, Director of Product Management
According to the “Digital Transformation Index”, most industries are embracing various types of digital transformation, such as the streamlining of business processes through innovative technology. In document-intensive workplaces, for example, the automation of document classification has enabled businesses to greatly drive workflow efficiency. Document-driven workplaces have also discovered a secondary benefit from implementing optimal technology: the ability to minimize employee turnover.
Employee turnover is one the costliest and most disruptive challenges to a business. In document-intensive workplaces, employee “burnout” often arises from having to manually classify large quantities of documents each day. In a few business sectors such as BPOs, employees are given a quota for document classification; in others, no formal quota exists, but employees feel pressure to accurately, productively categorize a wide variety of incoming documents. Employees will quickly tire of classifying repetitive documents; and have difficulty classifying other, more complex documents, without significant training and experience. In either case, employee burnout is certain if the firm lacks effective assistive classification technology.
Consider these reviews by two ex-employees (both “Imaging Associates” at a prominent nonbank mortgage servicer), working at an offshore BPO facility:
“I think the hardest part of it was the time when I don't know how the documents should be classified” [sic]
“we have to classify at least 5,500 documents per day. The hardest part of our job is when the documents were mixed and is very hard to identify. [sic] The easiest is when the documents were very easy to classify.”
Workplaces that lack high quality document classification technology needlessly burden employees with tasks that could be automated to a high degree. The business case for implementing superior, front-end document classification is generally straightforward.
Other employee “dissatisfiers” will undermine enterprises with document-intensive workflows. If employees cannot quickly find documents (or document content) needed to respond to customers, or drive internal workflows, both the employees and the business will suffer. Customer-facing employees may communicate some of their daily frustrations to clients. Inevitably, employee turnover will be a consequence of weak internal document management. Clearly, an organization’s enterprise content management (ECM) system must serve its employees, not irritate them.
AI Foundry’s commitment to Actionable Intelligence addresses the full spectrum of document management capabilities needed by an organization. When the right solution elements are deployed, an enterprise will gain not only the intrinsic efficiencies of superior ECM and BPM, but also the ability to retain and leverage its precious employee talent.
1 “Enterprixe NXT, Hewlett Packard Enterprise, 2016.
2 Reviews of “Ocwen Financial Corporation” in Pasay City, Philippines, posted on Indeed.com 4/6/15 and 7/21/15