Challenges in Document Management Workflow and System Implementation

Document management workflows and systems help organizations improve how they handle and use documents. However, a document management system and associated workflows aren’t easy to define, especially for a large enterprise. Challenges in document management workflows must be recognized and tackled head-on.

Most organizations have many document-centric workflows, often managed through a document management system (DMS). A DMS and document workflows are inherently linked, so their challenges overlap.

This article addresses the challenges companies encounter in managing document workflows and the implementation of a Document Management System (DMS) to streamline these processes. It presents a comprehensive solution for handling both manual and automated workflows. Additionally, the role of MS Technology in enhancing these systems will be explored.

Common Challenges in Document Management Workflow

Document workflow optimization calls for enterprises to identify and address the issues preemptively. Here are the most common challenges businesses face with their document management workflows:

Lack of Transparency

Document management aims to increase transparency throughout a document’s lifecycle.The document’s ownership and the personnel responsible for altering or verifying it must be clear. However, this can be difficult to achieve when a company deals with thousands of documents daily.

Lack of transparency results in lower accountability. For instance, a mistake in a document may not be traceable to the person who made it.

Solution: Every document workflow should have clearly defined roles, specifically identifying the people responsible for it.

Inefficient Processes

Document workflows should be efficient, with automation wherever necessary. However, in many cases, document management workflows and tasks are manual, leading to inefficiency and productivity loss.

Solution: Identify which parts of the document management workflows can be automated. For example, data capturing from paper documents can be automated with optical character recognition (OCR) technology, or document review using document comparing tools, or automatic redaction for document security.

Flexibility and Adaptability

Once defined, document management workflows may never get revisited. This approach leads to outdated workflows that fail to keep up with changing business needs and evolving technology. New technologies can introduce complexity but also offer opportunities for improved efficiency. It’s beneficial to be more agile with document management.

Solution: Quarterly, semi-annually, or annually revisit document workflows and confirm that they still support business objectives and are efficient.

Traceability and Compliance

All actions taken in document management workflows should be traceable. But that can be hard to accomplish when multiple users have access to a file and are working on it. This is also important from a compliance perspective, as all the information in documents should be protected according to applicable regulations.

Solution: Users should be logged in with their respective credentials when accessing and modifying a document. Changes should be traceable to individual users by tracking the document’s audit trail.

User Resistance to Workflow Changes

Internal change is often met with apprehension for many reasons. Some employees may deem increased oversight in document workflows unnecessary, while others may struggle to use advanced tools for managing and accessing documents.

Solution: This challenge can be addressed with training and guidance. Explain to the stakeholders the importance of using a DMS (and how to use it best). Also, provide adequate training on any other tools you use as part of document workflows.

Complexity in Managing Multiple Formats

Managing multiple file formats is one of the most common challenges in document management workflows. This can create compatibility issues with software and operating systems and cause employees to need clarification about which format to use.

Solution: This challenge requires a mix of policy and tools. For starters, try standardizing the formats specific to workflows and processes, such as PDF format for forms. At the same time, tools that enable automated conversion of formats should be adopted. MST’s Batch Converter allows seamless conversion of file formats, covering dozens of file types, including some legacy ones that modern computers are incompatible with.

Mishandling

Despite having a DMS and document management policies, user errors may result in corrupted or missing documents. Human errors are also responsible for compromises in document security. Also, not following the workflow protocol results in difficulty locating documents, which, in turn, takes a toll on productivity.

Solution: Again, it’s all about creating awareness about the importance of following the workflows. Emphasize the importance of adhering to document management workflows and using the tools provided.

Versioning Issues

Document management workflows without version management lead to confusion, redundancy, and less accountability. This creates a lot of back-and-forth, which is inefficient. Also, users may end up using the wrong, outdated version.

Solution: Use the right tools to accommodate version control in document management. Create conventions for collaborative documents and ensure changes are traceable to users for increased accountability.

Challenges in Implementing a Document Management System

Acquiring the latest and greatest document management system is one thing; incorporating it into your workflow is another. As every enterprise is unique in terms of its technical infrastructure, certain challenges can arise when it’s time to implement a DMS. Here are the common DMS implementation issues:

Defining the Scope and Requirements

Defining the scope and requirements of a document management system is one of the biggest challenges in its implementation. Organizations often have a vague understanding of what they want the system to do, leading to inconsistencies and inefficiencies. It’s crucial to clearly define the types of documents that will be managed, the level of access control required, and the workflow processes involved.
Additionally, organizations must consider the system’s long-term goals and how it will fit into their overarching business strategy.

Choosing the Right System

Selecting the right document management system is another significant challenge. Numerous options are available, each with its own features, benefits, and drawbacks. Organizations must carefully evaluate their specific needs and budget to find a system that meets their requirements.

Essential factors to consider include scalability, security, user interface, integration capabilities, and cost. It’s often helpful to involve key stakeholders in decision-making to ensure that the chosen system aligns with the organization’s goals.

Integration with Existing Systems

Many organizations already have various systems, such as email, content management, and enterprise resource management. Integrating a document management system with these existing systems can be complex. Differences in data formats, security protocols, and workflows may arise, causing challenges. Carefully planning the integration process and considering the potential impact on existing systems and processes is crucial.

MST’s solutions readily integrate with leading enterprise content management systems and can also work with legacy solutions with customizable APIs.

Testing and Quality Assurance

Thorough testing and quality assurance are critical to ensure the document management system functions as expected and meets the organization’s needs. This involves testing various scenarios, such as document creation, storage, retrieval, and sharing. Additionally, security testing should be conducted to identify and address any vulnerabilities. A rigorous testing process will help to identify and resolve issues before the system is fully deployed.

Developing Clear Policies and Procedures

Establishing clear policies and procedures for document management is essential to maintain consistency, compliance, and security. These policies should outline document creation, storage, retention, and disposal guidelines.

Additionally, procedures should be developed for handling sensitive information and ensuring compliance with relevant regulations. By having well-defined policies and procedures, enterprises can avoid confusion and ensure that their document management practices are efficient and effective.

User Buy-In and Training

Gaining user buy-in and providing adequate training are essential for successfully implementing a document management system. Employees may resist change or not understand the new system’s benefits. It’s important to communicate reasons for the implementation and address any concerns. Providing comprehensive training will help users learn how to use the system effectively and maximize its benefits.

Best Practices for Overcoming Workflow and Implementation Challenges

Regardless of your industry or niche, the following best practices for document management will empower your business to use documents securely and efficiently.

• Process Mapping and Documentation: Map out existing workflows to identify inefficiencies, redundancies, and gaps. For interdepartmental workflows, map out the flow of documents and the access rules. This ensures consistency and clarity for all stakeholders involved.
• Incremental Implementation: In large organizations, it’s best to implement DMS in phases to minimize disruptions. For instance, the system may be rolled out for one department at a time. Allow ample time for users to adapt to the new system.
• Continuous Monitoring and Feedback: Regularly monitor workflow performance and gather user feedback on issues and areas for improvement. Adjust the system and workflows as needed.
• Ensuring Flexibility and Scalability: Design workflows and select systems that can scale with the organization. Also, keep scalability in mind when selecting DMS solutions or any tools for document workflows.
• Focus on Change Management: Implement a robust change management strategy, especially when implementing a DMS for the first time or rolling out significant upgrades. Engage users early and provide ongoing support.

How MST can Help to Address Workflow & Implementation Challenges

Beyond traditional workflow automation, MST offers two specialized tools to streamline document management workflows:

• eViewer: This versatile document viewing, annotation, and manipulation platform that provides essential features for efficient document processing. It’s accessible across desktops and mobile devices worldwide.
• Batch Converter: As an SDK, Batch Converter seamlessly integrates into existing systems to convert batches of documents (in various formats) into a more versatile format, such as PDF or TIFF.

Here’s how MST’s solutions come together to make document management workflows efficient and automate various tasks:

• Document Capture: Transform physical documents into editable, searchable digital files using OCR.
• Format Conversion: Easily convert single or multiple files into the desired format, ensuring compatibility with workflow requirements and other tools.
• Collaboration: Foster seamless communication and collaboration on documents within eViewer through annotations and comments.
• Digital Signature: Streamline approval processes with the convenience of eSignature capabilities.
• Editing and Redaction: Edit, manipulate, and redact information in documents of various formats.
• API Integration: Connect MST’s solutions to enterprise content and workflow management suites through exposed APIs.

Case Studies

Here are two case studies with existing MST clients and how they addressed their document workflow management challenges:

• AON: A large-scale, multi-functional organization, AON, faced the challenge of working with too many document formats in its tech stack. More importantly, it was working with legacy IBM formats that needed to be modernized. The company implemented automated document conversion by integrating MST’s Batch Converter with its IBM Content Manager. This solution was able to convert documents in bulk.
• Roche: A pharmaceutical company, Roche, faced the challenge of making collaboration with documents accessible for its teams in multiple locations. As a company in the healthcare sector, it also needed to ensure traceability. The eViewer met all these requirements, enabling real-time collaboration with annotations in documents. Changes were also recorded for increased accountability.

Conclusion

Document management workflows and system implementation have many challenges that must be addressed. Otherwise, the time and resources invested won’t pay off. Identify the challenges and address them before and during the DMS implementation.

MST’s solutions are designed to address these very challenges and issues. Its tools enable companies to make the most of document management workflows.

Contact MST and learn more!