1. CREATING A
SMART, AGILE
WORK
ENVIRONMENT
iWORKER PRODUCTIVITY
iWorker Productivity
Improving the availability & use of business critical information makes
iWorkers more productive, fosters innovation & improves business agility.
Contents
Overview 2
Business Outcomes 5
Best Practices 8
How We Solve This 10
Resources 11
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2. iWorker Productivity
Overview
Businesses are looking at iWorker1 productivity, especially in customer-facing positions,
to improve competitiveness and top-line performance. The availability and effective use
of business critical information is fundamental to innovation, agility, and competitive
positioning.
Executives are aware of the opportunities: “85% of companies believe more fully leveraging their human capital is
‘crucial’ or ‘important’ to their business effectiveness. Executives see two functional areas — operations (58%) and
sales (33%)— as likely to see the greatest productivity increases in the next year.”2
McKinsey studies have shown that business executives need to consider carefully how they enable iWorkers with
business critical information, from free-access to more structured information tools.3
Different types of knowledge workers require different kinds of support technologies4
Integration model Collaboration model
• Systematic, repeatable work • Improvisational work
• Highly reliant on formal processes, • Highly reliant on deep expertise
Collaborative
Level of interdependence
methodologies, or standards across multiple functions
groups
• Dependent on tight integration across • Dependent on fluid deployment of
functional boundaries flexible teams
Transaction model Expert model
• Routine work • Judgement-oriented work
Individual • Highly reliant on formal rules, • Highly reliant on individual expertise
actors procedures, and training and experience
• Dependent on low-discretion • Dependent on star performers
workforce or on automation
Routine Interpretation/judgement
Complexity of work
Structured-provision tools Free-access tools are Free-access tools are
are commonly used commonly used but typically the only
structured provision may successful approach
be applied in some areas
The benefits of increasing iWorker productivity through better information management can be compelling. Just
one example: according to CIO Insights, a 10% increase in the usability of corporate data can result in substantial
revenue benefits:5
• The median Fortune 1000 business would increase total sales by $55,900 per employee
• Sales per employee in the retail sector would jump 49%
• The average telecommunications company would increase sales more than $9,600 per employee
• The average commercial bank can improve return-on-assets by 32% by implementing a 10% increase in
data intelligence and accessibility
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3. iWorker Productivity
Customer service reps armed with current and reliable account information, contracts, and billing information
should increase customer satisfaction, loyalty, and protect ongoing revenue streams. Better informed Sales reps may
shorten sales cycles. For example, with improved information management, sales could leverage the most effective
presentation, proposal, and communication tools without ‘reinventing the wheel’. They will have the information
that helps them respond confidently with up-to-date pricing and product information — whether in the field, or
working from remote or home offices. On-boarding new customers could be smoother and faster (shorter time to
revenue) with more efficient business critical document processes from front office operations like sales, service,
and legal to back office processes like finance and accounting.
Businesses want to enable collaboration and the communication essential to getting innovative, new products out
the door, ahead of less agile competitors.
“C-level executives see innovation as a way to differentiate their businesses, particularly following the 2008-09
recession. Fully two thirds of the executives said they believe that innovation is more critical than ever because of
the economic downturn of 2008-09.”6
This entails giving iWorkers in product development the information they need to accelerate time to market and
design cost-effective, competitive products.
Empowering iWorkers to help them realize these benefits means transforming business critical document processes
to accommodate all the different types of information they need to do their jobs.
Workers rely on many forms of information to do their jobs7
Email
Paper Documents
Paper Forms
Voice Calls/Mail
Digital Documents
Web Site Info
Digital Data Base Records
Digital Forms
Digital Pictures
Instant Messages
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
% of workers
And just as the technology components of transformations require change management, the people aspects of
business process transformation must also be addressed.
“Executives say a principal source of resistance to new customer service initiatives is skepticism among employees
that new information will actually increase the time available to spend with customers.”8
With broad and deep experience across business functions and industries, Ricoh MDS can help you evaluate and
transform business critical document processes to improve productivity for all your iWorkers, whether they are in
customer-facing roles, or developing and manufacturing products for new revenue streams.
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4. iWorker Productivity
Ricoh MDS helps you re-engineer, automate and, where appropriate, off-load processes to help improve access to
the right information, in a usable format: hardcopy, electronic — or both — whether the iWorker is working locally
on a desktop or remotely on a media tablet two time zones away.
Ricoh MDS Organizational Change Management helps you fully realize the benefits of enhanced iWorker
productivity. Organizational change management, based upon the Prosci® ADKAR® Model (one of several core
components of the overall Prosci® Change Management Process®), has been proven to anticipate and overcome
resistance to change, increasing initial user adoption and utilization, and reinforcing processes and a culture for
continuous improvement.
1
iWorkers are knowledge workers who rely on electronic and printed information in their daily jobs.
2
“Gearing for Growth: Future Drivers for Corporate Productivity”, Economist Intelligence Unit, Ltd., 2011.
3
Rethinking knowledge work: A strategic approach, Thomas H. Davenport, McKinsey Quarterly, FEBRUARY 2011.
4
Rethinking knowledge work: A strategic approach, Thomas H. Davenport, McKinsey Quarterly, FEBRUARY 2011.
5
Business Intelligence Slideshow: How to Sell the Value of Data to Your CEO, CIOInsights, Don Reisinger, 9/1/2010
6
GLOBAL CXO OUTLOOK, Growth Strategies for 2012 and Beyond, Forbes Insights in association with Wipro, 2010.
7
Del Prete, Crawford, Takashi Miyazono and Angèle Boyd. Controlling Today’s And Tomorrow’s Information Costs. IDC, 2011.
8
On the front lines: The role of information in enhancing customer service. A report from the Economist Intelligence Unit Sponsored
by Microsoft, 2010. http://crmdynamics.blob.core.windows.net/docs/economist_service_productivity_report.pdf
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5. iWorker Productivity
Business Outcomes
Reducing Response Time You need to reduce the time it takes sales and service reps to respond to customer’s requests
for information — and reduce the frustration these iWorkers experience trying to find the
right information.
When you pinpoint specific barriers to getting sales and service reps the right business critical information at the
right time, you can adjust the business processes, the technology and, most importantly, the way these iWorkers
use information. Sales can close faster and service reps improve response time and customer satisfaction.
Ricoh MDS Process Analysis can help by examining the role of business critical documents in customer-facing
processes and measuring satisfaction levels and establish Key Performance Indicators (KPI). Ricoh MDS can present
you with a map of your business critical information usage and flow, bottlenecks, and suggested areas for potential
information access improvement as they impact customer-facing processes. The KPIs can be designed to measure
ease of access to timely, accurate information, as well as impact on existing KPIs like length of sales cycle or time to
resolution for service calls.
Ricoh MDS Process Solution Design is able to build upon this analysis to provide quantifiable recommendations
you can use to improve timely and accurate information for your customer-facing business processes. These
recommendations can be designed to fully align with your productivity goals. These may include improvements in
conversion and data extraction, as well as document management technologies like classification and indexing, and
use of a central information repository (e.g., in the cloud).
Managing Change Your iWorkers are reluctant to making changes in the way they do their jobs. They may
be wary of using information sources or formats new to them, or concerned that their
unfamiliarity with new processes may make them appear less competent to customers.
The people component of business transformations requires a strategy and a plan, as do the technology and
processes. A tested organizational change management framework is what is needed to anticipate and address
these natural concerns.
Ricoh MDS Organizational Change Management employs individual change management practices based on the
Prosci® ADKAR®Model, one of several core components of the overall Prosci® Change Management Process®.
The Prosci® ADKAR® Model is a model of the change process at an individual level which can be applied
organizationally through the broader Prosci® 3-phase Change Management Process®.
Education and training tools should be in place before launching an initiative, as it may encourage people to believe
they have what they need to succeed, making the transformation seem less daunting.
As part of a successful business transformation, Ricoh MDS Education and Training can be designed to ensure
end-users, administrators, and support staff are able to acquire the skills and knowledge that usually are necessary
to realize the benefits from all MDS products, services and/or solutions. Options range from informal programs like
lunch and learn sessions on-site, to self-paced online training, to formal, customized trainer-led courses.
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6. iWorker Productivity
Having Information in Your iWorkers’ productivity is hampered by not having the information they need in the
the Right Form right format — this includes the increasing number of mobile iWorkers and those working
in remote offices. Reformatting information or waiting for malfunctioning output devices to
be fixed takes time away from serving customers or getting new products out the door.
Offloading some or all of the specific day-to-day business critical document-related tasks — not only format
conversion, but also distribution, output, archival and disposal — frees your resources to more productively apply
available information to revenue generating opportunities.
Ricoh MDS Document Lifecycle Services can be designed to provide on-demand document services to customers
who want to focus on core business processes and take advantage of Ricoh’s expertise and scale.
These services can also be designed to transform fragmented, unstructured and labor-intensive business critical
document information activities and optimize access to valuable information for your iWorkers. For example:
• Scanning services that extract data, index scanned documents, and format information for virtually any
business critical application, including defined security protocols and quality control Key Performance
Indicators (KPIs)
• Mailroom services that manage both hardcopy and electronic communications, provide for paper mail to
be scanned, delivered, and archived electronically, integrate with document management systems and
improve response time, error detection and consistency of service
• Storage and archival services that provide secure access to business critical information, 24/7, to
distributed iWorkers with uninterrupted service, real-time back up, and automatic failover capabilities
Ricoh MDS Onsite Services can be designed to ensure greater availability of your organizations’ MFPs, copiers,
faxes, and printers across all locations. Increased availability allows your iWorkers to keep working without
interruption. Your IT resources can focus on mission critical initiatives rather than the care and feeding (and fixing)
of devices.
To further support iWorkers, regardless of the brand of the device they use, Ricoh Remote Management provides
services for proactive device management, monitoring, and reporting on networked and compliant output devices
from one or more onsite or offsite centralized locations.
Updating Document Current document processes are not designed to address the specific needs of different
Processes types of iWorkers.
The document processes in customer-facing operations differ from those used by other iWorkers who also
contribute to top-line revenue (e.g., new product development, manufacturing, etc.). Each group has unique
requirements for information access and use, formats, and workflows that impact their productivity.
Ricoh MDS Document Process Optimization service can help streamline end-to-end information solutions related to
specific documents and their related workflows. Ricoh MDS has experience optimizing iWorker productivity in many
different types of document processes, including:
Customer-facing Document Processes (on-demand fulfillment for customer communications such as invoices,
account information, updates and alerts)
Technical Document Processes (production and fulfillment of technical documents, usually between business
units or corporate enterprises. Examples include product design specifications, technical service bulletins, and
supplier technical documents)
Marketing and Communications Document Processes (externally-facing document processes related to marketing
and one-to-one communications programs management)
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7. iWorker Productivity
Measuring Improvement You need to validate whether changes in the business critical document processes are
indeed increasing iWorker productivity.
Measurement of key performance indicators (KPIs) against the baseline can be designed to show you the level of
productivity benefit. KPIs can reveal not only the progress of individual iWorker’s progress but also overall business
transformation performance in meeting productivity objectives.
Ricoh MDS Organizational Change Management Service offers reporting tools, and trains staff in their use, to help
provide the insights required by management to make informed business decisions, as well as reinforce ongoing
improvement in the MDS environment.
In addition, Ricoh MDS Management Information Reporting can give you visibility into the elements of your
MDS program. Reports including agreed-upon KPIs can be designed as departmental or global, and aligned
with productivity metrics that are important to different types of iWorkers. Ricoh MDS Management Information
Reporting can provide end-to-end performance metrics against Service Level Agreements (SLAs) or KPIs — the
fundamental measures of continuous process improvement.
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8. iWorker Productivity
Best Practices
Improving the availability and effective use of business critical information makes iWorkers
(especially those in customer-facing roles) more productive. In addition to an increase in top-
line revenue, your business gains a competitive advantage through the ability to be more
innovative and agile in pursuing strategic business goals.
Ricoh is a global leader in MDS. The knowledge and best practices we accumulate in thousands of engagements
worldwide become powerful assets in our Ricoh MDS portfolio. Application of this knowledge and these best
practices is the engine that drives our continuous improvement efforts.
Below are some best practices derived from Ricoh MDS customer deployments that help you realize the benefits of
improving your iWorker productivity:
• Establish a Baseline for Current iWorker Productivity
• Take a Phased Approach to Implementation
• Enlist and Encourage Employee Adoption of New Processes
• Build an Organizational Change Management Team with the Right Competencies
• Secure Executive Sponsorship
• Develop a Communication Plan
Establish a Baseline To measure improved iWorker productivity, you first need to establish a baseline: Define the Key Performance
Indicators (KPIs) that reflect productivity criteria that you wish to monitor. These may include departmental metrics:
for Current iWorker customer support calls, sales figures, leads generated, time-to-market, service call time to resolution, etc. — but
Productivity they should map directly to how productively people are using the information available to them. Review current
performance in these KPIs in conjunction with iWorker and customer satisfaction levels.
Take a Phased Approach When designing and planning the re-engineering of document processes to improve iWorkers productivity, break
the implementation into phases: 1) a Basic Phase that focuses on simplification; if possible, reducing the number of
to Implementation steps/tasks required to provide iWorkers the information they need, leveraging existing technology; 2) an Enhanced
Phase, that applies new automation technologies or makes available additional business data to further improve
iWorker productivity.
Enlist and Encourage Employee behavior is perhaps the single most important factor in increasing productivity. It is important that
iWorkers be given the information required to understand how changes in processes can benefit them as
Employee Adoption of individuals, and by increasing their productivity, advance the organization as a whole. A formalized training
New Processes and education program will familiarize your employees with new procedures and technologies. A systematic
organizational change management program, based on a standard such as the Prosci® ADKAR® Model, will help
the execution of a business process transformation. (Prosci and ADKAR are registered trademarks of Prosci, Inc.)
A regular communication plan highlighting milestones and successes will also foster collaboration and encourage
adoption.
Build an Organizational Two of the most important roles for a strong organizational change management team are that of respected end-
user subject matter experts (SMEs) and responsible Line of Business (LoB) managers. A marketing communications
Change Management resource can help continue to clearly communicate the productivity benefits of changing processes to all iWorkers.
Team with the Right
Competencies
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9. iWorker Productivity
Secure Executive Sponsors, ideally from the C-Suite, must do more than simply “buy-in” to the transformation: they must be
proactive in ensuring the team can move past any potential roadblocks. Sponsors in particular must help in
Sponsorship continuing to emphasize the goals and progress of change, and participate in openly rewarding success.
Develop a All communications must continue to emphasize the productivity benefits of the change. A communication
plan helps promote employee awareness and lowers the risk of alienation. Communication around a business
Communication Plan transformation can be “branded”, for example with a tagline, and promoted via electronic and physical media:
email, blogs, tweets, and other social media, “Did you know” pamphlets, lobby/break room posters, etc.
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10. iWorker Productivity
How We Solve This
The Ricoh MDS Services Delivery Portfolio offers all the services required to design,
construct, maintain, and optimize a highly efficient information infrastructure that is aligned
with your iWorker Productivity goals for a smarter, more agile work environment.
Examples of Ricoh MDS service offerings are:
• Process Analysis
• Process Solution Design
• Education & Training
• Document Lifecycle Services
• Document Process Optimization
• Onsite Services
• Remote Management
• Management Information Reporting
The Ricoh MDS Services Delivery Portfolio offers all the services required to design, construct, maintain and optimize
a highly productive information infrastructure that is aligned with your business goals. Ricoh MDS encompasses the
three fundamental parts of business critical document processes — input (the creation of information), throughput
(how information moves around a business), and output (processing information in a way to add business value).
The Process Analysis and Process Solution Design service offerings support the planning and design of more
productive business critical document processes, including establishing Key Performance Indicators (KPIs) to help
benchmark iWorker productivity. Education and Training provides end users, key operators, administrators and
stakeholders with the necessary skills and knowledge to fully leverage new processes.
Document Lifecycle Services and Document Process Optimization help you implement more productive business
critical document processes, whether internal to your organization or leveraging on-demand services from Ricoh.
Onsite Services and Remote Management alleviates the workload from your IT staff allowing Ricoh to manage your
entire universe of decentralize print devices on-site or remotely.
Finally, Management Information Reporting provides true end-to-end performance metrics against Service Level
Agreements (SLAs) or KPIs — the fundamental measures of continuous process improvement.
While every Ricoh Managed Document Services Engagement is unique and tailored to your environment, you can
see examples of Ricoh MDS services that address the need to enhance iWorker Productivity.
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11. iWorker Productivity
Resources
Learn More In addition to iWorker Productivity, Ricoh Managed Document Services can also help
address the areas below. Learn more at mds.ricoh.com.
Controlling Costs
Controlling costs related to people, process and technology throughout the document lifecycle
delivers consistent, long-term savings.
Environmental Sustainability
A comprehensive model for sustainability optimization supports your ‘green’ initiatives as part of
your larger strategic corporate goals.
Information Security & Governance
Information governance mitigates costs & risk of non-compliance to secure information capital in
the interest of building trust with your customers.
Optimizing Information
Focusing on finding new ways to get the right information, at the right time, in the right form helps
optimize the value of your information.
Managing Change
Realizing the benefits of transforming business critical document processes depends on successfully
and permanently changing people’s behavior.
Strategic Infrastructure
Anticipating & aligning an organization’s infrastructure with its business objectives delivers
scalability, flexibility & secures information access.
Streamlining Processes
Effective processes improves response to customers, shortens sales cycles, & increases knowledge
sharing & collaboration to help grow your business.
Local Contacts Connect with regional experts for local contacts, case studies and business insights.
Asia Pacific • Canada • China • EMEA • Japan • Latin America • USA
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Copyright 2012 Ricoh Company, Ltd. All Rights Reserved.
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