The local office of Xerox has confirmed its use of the Lotus Notes- and Domino-based CAANDI system as its primary document management and workflow application.
"As we are an ISO9000 listed company there are a number of rules and regulations we have to adhere to with regards controlling the flow of documentation and Corrective Actions," says Steve Smith, Xerox SA`s quality control manager.
"Using the new CAANDI system," says Paul Young, MD of Sambane Business Solutions, "Xerox staff may control, monitor, review approve and distribute any document in the system using a simple browser interface. The CAANDI Workflow Engine provides Xerox with the power to self-manage their business processes, as well as add new processes at will - all without the need for an internal Lotus Notes Developer.
"The CAANDI Workflow Engine is parameter driven and includes standard events (such as log event, send e-mail, change field values) as well as escalation management," he says.
"We have branches nationwide and we save a fortune in paper and time spent chasing down documents and updating manuals," adds Smith.
According to Smith, Xerox has as many as 47 ISO 9000 Manuals active around the company`s nationwide network. "Updating any of these, and ensuring that all employees have access to the latest versions, used to be a nightmare," he reveals.
Now any staff member at Xerox can capture customer complaints (or NCR`s, leads) that are then routed to the relevant manager for action. Smith says that in addition to this speeding up the response time to any given query, the new system enables the user to ensure management or staff are reminded regularly to complete the task or escalated automatically if there is no one else to handle the request.
Staff members log onto the Xerox Intranet in the morning and are able to access current documentation, Corrective Actions requiring attention, Corporate News as well as the Company telephone list.
A number of additional CAANDI databases have been implemented on the Lotus Notes platform. These include telephone listings and HR forms for leave input. The latter will be implemented in Q1 2001 relegating, once and for all, the company`s archaic paperbound system to the 20th Century.
"In the past leave documents used to go missing," says Smith. "The system is aware of the staff structure at Xerox (via the CAANDI Personnel Directory) and may easily be enabled to ensure the personnel register is updated once leave authorisation is given. The system will eventually be linked to the Personnel System to provide on-line information to personnel via the Domino-based Intranet site."
Looking ahead, Xerox SA is considering implementing and enhancing the Notes-based CAANDI CRM (Customer Relationship Management) system. Smith says that such a solution would be Web-enabled to ensure easy access and ease of use by sales people nationwide.
"We have isolated pockets of sales information all over the country. But with so many of our customers operating nationwide it is important that all our offices have access to the same database on customer activities, sales prospects and information. CAANDI and Domino will empower our sales team to use this data in a diverse, complex and fast-changing business environment," he concludes.
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