Document Imaging & Workflow: Talking Touches

Many business decision-makers realize the importance of streamlining work processes in a theoretical sense, but are uncertain what specific metrics to apply to their particular processes. Since every business is different--one requiring speed, for example, while another needs near perfect quality--there is no universally applicable process re-examination criteria.

One informal but very helpful measure, however, in terms of evaluating information-intensive workflow processes, is to count the number of "touches" per document. If a document is faxed, mailed, emailed, or otherwise handled by more than two to three people, chances are that these processes could be streamlined.

Often, just the exercise of counting the touches will bring a new perspective to thinking about new technologies such as document imaging, records management, and content sharing.