CCM White Paper - World...

World Bank White Paper 2008

Unifying Authoring and Dissemination of Business Documentation

Published: February 2008 Author: Jake Fettig

The World Bank’s Controllers vice presidency (CSR) and the internal IT group (ISG) created a tool to help meet the challenges associated with creating, publishing, maintaining, and deriving value from a large amount of business process documentation. The tool was developed primarily in support of the knowledge and training needs of Bank staff during a major enterprise system roll‐out. However, content reuse for multiple purposes is designed into the tool to increase the business value and usefulness of the resulting documentation. The tool integrates standard front‐end authoring tools within a sophisticated management and dissemination platform. Business units can publish documentation instantaneously without any costly conversion process and users are put in complete control over the reading experience within the dissemination web site.

Situation

The Controllers vice presidency at the World Bank (CSR) relies on detailed process documentation for many critical business needs. Information about a given process is at once required for training and support of staff that perform the process, for use in an audit of internal controls, and for analysis of efficiency and effectiveness of the process. In addition, robust documentation of all critical aspects of the business is required for the Bank’s business continuity program.

Within CSR the traditional methods of creating, maintaining, and using process documentation for these various purposes has been inefficient. Customized documentation products are written for a specific purpose and may or may not be shared with other departments for re‐use. Even if documentation is shared, re‐use entails labor‐intensive copying and pasting into different customized products. For each purpose, the documentation is then disseminated through various non‐centralized channels depending upon the business need and each product is then maintained separately. If dissemination through the intranet is required, an additional labor‐intensive process of copying and pasting content into static web pages is required. These web pages are then only available as static, long scrolling narratives. Even if rigorous maintenance programs are in place, the risks of the documentation contained in the various products

Situation:

Accurate and useable process documentation is key to supporting myriad business requirements in an organization, including but not limited to knowledge and learning, business continuity, compliance with internal controls, and efficiency and effectiveness efforts. The Controllers vice presidency at the World Bank sought to improve its return on the investment in creating, maintaining, and disseminating process documentation content for these various purposes where duplication of effort is widespread, quality is not controlled, and costs consistently multiply with time and each new business requirement.

Solution:

The CSR Content Management Tool (CCM) streamlines and standardizes the authoring process, allows for instantaneous publishing directly from source documents, and provides a dynamic, reader‐driven and richly featured dissemination environment for consumption of the information by staff for multiple purposes.

Benefits:

• Improved usability of published information. Dissemination features allow staff to slice and dice the information and run canned and customized reports based on their individual information requirements, and information can be shared with other applications.

• Improved efficiency of documentation management. Business units who own the process own the documentation, with no additional skills or time required for publishing content.

Technology:

• MS Office 2007 – Word and Visio

• MS Office SharePoint Server

• MS SQL Server

• The Bank’s CMS (“ePublish”)

• Lotus Notes • Java • XML

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Unifying Authoring and Dissemination of Business Documentation 2


becoming obsolete, inaccurate, or out of sync are multiplied each time a new product is developed.

The recent roll‐out of a new enterprise system for the Bank’s loan administration processes required new documentation and training for the users as many existing processes had changed. In addition, many of these same processes are critical components within the Bank’s annual program for auditing Internal Controls over Financial Reporting. Rather than deliver the necessary documentation for learning and knowledge through the traditional approach, this provided the opportunity to develop a new framework for management of business process content through which the weaknesses of the traditional model could be addressed. The requirements for the new approach included the following:

1. Use a sustainable infrastructure to manage the content

• Reduce the pain and overhead (time and money) of publication • Provide workflow to manage content quality • Make content easy to maintain • Reduce information/document duplication • Make information easy to share across applications • Ensure scalability to meet future content requirements • Maintain alignment with other institutional tools

2. Provide a compelling user experience

• Provide custom/personalized views of content • Make content elements dynamic and interactive • Provide context‐sensitive options to readers

3. Keep it as simple and easy as possible

Solution

The Knowledge Dissemination unit in CSR (ACTKD), in partnership with the Bank’s internal IT department (ISG), developed an integrated authoring and dissemination tool to meet the business’ stated requirements. The tool, dubbed ‘CCM’ (CSR Content Management) integrates various technology components for both the authoring and dissemination environments so that the capture of information is a seamless part of the authoring process and dissemination options are instant and dynamic. The components of the tool include the following:

1. Microsoft Word® and Visio® templates for capturing structured process information of different content types using tools the authors are familiar with. Basic activity data entered in process flow charts –name, role, department etc. – provides the structure for, and is automatically fed into corresponding Word® process description documents where authors expand on the basic details. Additional information that is then captured in the Word® process description document includes both rich and simple text fields for information such as overviews, descriptions, and reference and policy links. Detailed work instructions, or Desktop Procedures, are also captured in a separate Word template and linked to a step(s) in a process document.

2. Microsoft Office SharePoint Server® site for document and workflow management. Documents for each content type are managed using SharePoint® libraries for check‐in/check‐out and sharing during the authoring process. Custom workflow screens integrated within a the standard SharePoint® workflow for review and

Integrate the Process Build‐in Reuse

Put the Reader in Control



publishing the documents allow for identification of specific users based on role to receive the documents at each stage. Audit trails are automatically captured as are all previous versions of the documentation. A custom finalization option is used to push data first from the Visio® flow chart to the corresponding Word® process description document and then from Word® to SQL® after the full process has been reviewed and approved. XML for the Visio® flow charts is captured separately within SharePoint® and served directly to the dissemination web site for dynamic use by readers.

3. Microsoft SQL® database server for capturing the data entered in Word® and Visio® templates. Information is automatically captured in the SQL® database from the Visio® and Word® templates each time new versions are published. The most recent information is then instantly available for use in all dissemination methods – web sites, custom reports, canned reports etc. – and XML is also immediately available for data sharing with other applications in the organization.

4. Java‐based web site that is dynamically structured and updated based on information that changes, is added to, or deleted from the underlying SQL® database. The web site puts the user in complete control over the reading experience. Views of process flow charts in the embedded Visio® Viewer allow users to interact with the diagram using zoom and click to jump to related narrative information. Dynamic filters for key metadata (such as role, department, controls, or policies), generated on‐the‐fly based on the information available in the database for a given process, are integrated with all information both within the flow charts and the process narrative fields. Selection of a filter persists through all views until changed by the user – flow chart activities show highlights and information displays in the narrative based on the filter chosen, with options for expansion of the filtered content. Users have the option for viewing summary data, all fields, or custom selections of which fields to display for the activities in a process. All views are printable from the browser, but users also have reporting features that allow them to pull particular pieces of information from one or more different processes into a single “personal manual” in Word® for printing. In addition to such custom, on‐the‐fly report options, predefined canned reports for specific business needs are available for download to preformatted documents (Word®, Excel®, etc.) through the dissemination site with one click.

The CCM Model



Components

Example screen shots with descriptions of key features in the various tool components are provided below.

Microsoft Visio® 2007 – Process flow chart template/stencil

Custom Stencil – A stencil of standard shapes links to each process flow chart document. The set of shapes is standardized and simple and generic enough to be applicable to most flow charting needs. Additional shapes are considered and added to the stencil as business needs change.

Activity Data – Custom shape data is added for each activity shape. Master data entered by an administrator provides pick‐lists for organization departments and roles. All of the data entered for each activity is automatically populated in the subsequent Word® process description document.



Microsoft Word® 2007 – Process description document template

The process description document for each process is automatically generated based on the process flow chart. Flow chart images are inserted, activity information fields are added for each step in the process, and all data entered for each activity in the flow chart are automatically populated. The author then adds detailed narrative information for each activity as necessary. If a field is left blank, then the dissemination site does not make the field available for display for that activity.

Auto‐filled fields – A group of fields for each activity in the process displays the information that was previously entered for the activity within the Visio® flow chart.

Simple text fields – A group of simple text fields is provided to capture single bits of information, such as links to reference documents or policies.

Rich text fields – A group of rich text fields is provided to capture long‐form information in various categories such as description, requirements, and exceptions.



Microsoft Office SharePoint Server® site

Master process taxonomy –The author selects a business line and process from the master taxonomy that they want to create or update. If a process flow chart has been previously created for the chosen process then it is displayed in the library below. If no flow chart has been previously created then the “Create Process Diagram” option becomes active.

Content libraries – Document templates for each content type are stored in separate SharePoint® libraries, with all standard SharePoint® options for browsing and filtering available.

Document Management options – All standard SharePoint® options for document management such as check‐in/check‐out and editing are provided and employed in managing the source documents. An additional custom option for ‘Finalize’ has been added which initiates the workflow and transfers data to the SQL® database.

Workflow – Custom workflow allows the author to select reviewers to receive the document. The home page Workflow Activities list displays any workflow review, approval, or publishing requests for each user. E‐mails through the organization’s Lotus Notes system are also used for workflow notifications and provide links to take action directly from the notification.



Dissemination web site – Home Page

All content and the various views of process information within the dissemination web site are dynamically made available when new documentation is published. Several site elements such as the “News and Latest” section and various highlight boxes with link groupings are integrated and managed from the Bank’s existing web content management system, continuing the overall theme of re‐use and systematic integration with existing processes and tools. The key core‐content focused features highlighted and most prominent on the home page are:

Navigational drop‐down menus – These menus are updated instantly based on the master process taxonomy when new documentation for a process is published.

Report/download options – Lists of various canned and customized reporting and download options are also made available directly from the home page.



Dissemination web site – Process viewing options

When a user selects a business process from the navigational drop‐down menus, the process documentation views are displayed. Key elements of the view are:

Navigation – The left‐hand navigation is dynamically generated from the source document for each business process when the process description document is published. All levels of information that are available for a process, from the top‐level overview to the flow charts, stage‐level details, and detailed desk procedures are accessible.

Filters – A central pick‐list of filters is available and is persistently applied to any view that the user navigates to. The filters are a key method provided for users to efficiently focus in on the content of most value and importance for their individual perspective. The pick‐list is dynamic based on the applicable information within the chosen process.

Interactive Flow Chart graphics – The Visio® flow charts are displayed within the Visio® Viewer, giving the users the ability to interact with the diagram. Users can zoom in/out, drag, and click to display the detailed content associated with a step in the process. The filters are also applied to the steps in the process diagram, so that applicable steps in the process for the chosen filter are highlighted.



Dissemination web site – Process viewing options (Continued)

Filtered content – Once a user selects a filter, all of the content details for those activities that do not apply are hidden. The user may expand the hidden information if desired, but the reader is no longer encumbered by unnecessary information.

Activity Information – The user has the option to choose from three viewing options for relevant activity details is thus put in complete control over their reading experience based on needs.

• All – All available information types associated with a relevant activity are displayed

• Summary – Only key information as identified by the business unit is displayed, such as role, department, and description

• Custom – The user picks from a list of information types those which they wish to display.

Linked Decision steps – When a process document is published, those steps with links to other steps in the process that are not linear in nature are automatically linked to the appropriate step. The author is not required to generate these links manually within the template.



Dissemination web site – Custom reporting options

Canned and custom download options – From both the home page and the left‐hand navigation of the different web site views, the user has access to all of the available canned and custom reporting options.

Dynamic content selections – The selection criteria screens for custom reports allow the user to draw relevant content from all process information that is available into a single report. Each selection is dynamically linked to the previous selections made. The user is given full control over what content to pull and what level of detail they wish to access.



Benefits

The CCM tool provides a working framework for CSR to realize several key benefits relative to the traditional process in the areas of both authoring and dissemination of business process documentation. On the authoring side, the benefits include cost savings through both efficiency gains and quality control. Authors use tools they are already familiar with which minimizes the learning curve, and the process for review and publishing is automated and controlled. Of key import is the fact that the tool turns the old cost model of publishing content inside out; with CCM the more documentation is produced, the cheaper the tool becomes. All of the costs of the tool are bound up in the first process published. On the dissemination side, increased usability factors enhance staff ability to extract business value from the information for multiple purposes. There is absolutely no continuing cost associated with applying these valuable features to each new process that is published because the features are applied dynamically. Comparison of various factors between the CCM model and the traditional model is provided below:



Future Plans

The CCM tool was developed from the beginning with scalability in mind; scalability in terms of content as well as in terms of administration. In terms of content, CCM currently handles only business process documentation content types (flow charts, process activity narratives, and detailed desk procedures). However, templates for additional content types are already planned for policies and functional manuals, and the process for creating new content types that is in place can be used to add additional content types and authoring tools in the future. In terms of administration, the CCM tool is currently stand‐alone with regard to master data and taxonomies. However, the tool was built for eventual integration with organizational master data and taxonomies. These factors may enable the tool to be easily used by other business units around the organization to meet their own custom requirements.

Conclusions

The CCM tool reduces the costs associated with the documentation creation, maintenance, and publishing process for business units. The dissemination features extend the value that multiple stakeholders can draw from single‐source documentation without duplication of effort. Flexibility in the use of the information allows users to interact with the information based on their individual needs and not on any one else’s assumptions about their needs.

For More Information

The Knowledge Dissemination Division in the Accounting Department (ACTKD) of the World Bank reports to the Deputy Controller in the Controllers, Strategy, and Resource Management Vice Presidential Unit (CSRVPU), which focuses on financial integrity and controls, financial reporting and monitoring, as well as on professional technical service to clients in financial management and accounting. ACTKD provides knowledge management, content management, learning, business analysis, communications and service desk support to the managers and staff throughout the Bank Group with a special focus on financial controls, efficiency, and effectiveness.

Contact: Jane Campbell – Division ManagerACTKD, The World Bank [email protected]

Prasanna Lal Das – Senior Knowledge Management Officer ACTKD Content Management, The World Bank [email protected]

Jake Fettig – Business Process OfficerACTKD Content Management, The World Bank [email protected]

Lodovico Tassoni Estense – Business Process OfficerACTKD Content Management, The World Bank [email protected]

“The CCM tool has provided a working framework for CSR to realize several key

benefits relative to the traditional process in the

areas of both authoring and dissemination of business process documentation.”

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