Business Document Work Process Management (BPO): Market Shares, Strategies, and Forecasts, Worldwide, 2014 to 2020

Work Document Processing Executive Summary 33

Document Work Process Market Driving Forces 33

Document Work Process Market Driving Forces 33

Electronic Document Workflow 35

Paper Document Workflow 35

Document Workflow Process Market Driving Forces 36

Document Work Process Market Shares 38

Electronic Forms App Document Management Market 40

1. Document Work Processing Market Description and Market Dynamics 41

1.1 Document Work Processing 41

1.1.1 Key Benefits Of Work Document Processing: 42

1.2 Work Document Processing Market Shares 45

1.2.1 Globalization And Rapid Technological Innovation 47

1.3 Role of BPO 50

1.4 Increased Competition And Regulation 51

1.5 Outsourcing Industry Maturing 52

1.5.1 Team Building as Outsourcing Industry Matures 54

1.5.2 BPO Vendor Governance: Mitigating Risks, Improving Outcomes 54

2. Document Work Processing Market Shares and Market Forecasts 71

2.1 Document Work Process Market Driving Forces 71

2.1.1 Document Work Process Market Driving Forces 71

2.1.2 Electronic Document Workflow 73

2.1.3 Paper Document Workflow 73

2.1.4 Document Workflow Process Market Driving Forces 74

2.2 Document Work Process Market Shares 76

2.2.1 Xerox Information Technology Outsourcing 79

2.2.2 Xerox Document Outsourcing 79

2.2.3 Xerox Entry 79

2.2.4 Hewlett Packard 80

2.2.5 Banktec 80

2.2.6 Document Workflow Process In House Solution Market Segments, Dollars, 2013 82

2.2.7 Document Workflow Process Business Process Outsourcing BPO Solutions 84

2.3 Document Work Process Market Forecasts 86

2.3.1 Inhouse Paper Document Management 88

2.3.2 Document Process Outsourcing Market Forecasts 89

2.3.3 Electronic Forms App Document Management Market 91

2.3.4 Document Sorting and Indexing Software Market Participants 93

2.4 Document Work Process Market Prices 94

2.5 Document Work Process Regional Market Analysis 94

3. Work Document Processing Product Description 97

3.1 Xerox Document Work Process Automation 97

3.1.1 Xerox Document Outsourcing 102

3.1.2 Xerox Managed Print Services (MPS): 102

3.1.3 Xerox Centralized Print Services (CPS): 105

3.1.4 Xerox Document Technology Segment 108

3.1.5 Xerox Entry 109

3.1.6 Xerox Mid-Range 111

3.1.7 Xerox FreeFlow Core to Automate Workflows at the High-End 112

3.1.8 Xerox Industry-Leading Product Lineup 113

3.2 Eastman Kodak Records Modernization Using Work Process Roadmap for Technology 114

3.2.1 Eastman Kodak Government Records Modernization 115

3.3 Banctec 122

3.3.1 Banctec Customers 123

3.3.2 Banctec Client Relationships Provide Domain And Process Expertise 123

3.3.3 Banctec Document Workflow Process Markets Have Strong Barriers to Entry. 124

3.3.4 Banktec Lowered Operational Costs For Clients By Providing A Full Inbound Mail Solution 124

3.4 Synnex / Concentrix 127

3.4.1 Concentrix Aligning A Customer 128

3.4.2 Concentrix Customer Engagement 128

3.4.3 Concentrix Engages Customer Support 129

3.4.4 Concentrix Engages During Renewal 131

3.4.5 Concentrix Innovative Solutions 134

3.5 IBM Document Processing 138

3.5.1 IBM Global Process Services 138

3.5.2 IBM Predictive Analytics To Understand What Could Happen 138

3.5.3 IBM Document Workflow Process State 141

3.5.4 IBM Document Routing Analytics Functions 141

3.5.5 IBM DB2 Content Manager Maps for Document Routing 143

3.5.6 IBM DB2 Content Manager Work List 144

3.5.7 IBM Document Routing Process 144

3.5.8 IBM Business Process Manager Advanced for z/OS 147

3.6 Fujitsu 149

3.6.1 Fujitsu Interstage 149

3.6.2 Fujitsu Automated Process Discovery 150

3.6.3 Fujitsu Interstage Application Server 150

3.7 Hewlett Packard 150

3.7.1 Hewlett Packard Workflow Process Improvement Initiatives 153

3.7.2 HP BTO Application Solutions 160

3.7.3 HP Document Management And Workflow Solutions 162

3.8 Parascript 164

3.8.1 Parascript Advanced Document Recognition 164

3.8.2 Parascript Advanced Recognition Software 166

3.8.3 Parascript Toolkits / SDKs 166

3.8.4 Parascript FormXtra 166

3.8.5 Parascript FormXtra® Capture is All Data Types, Any Document Format 167

3.8.6 Parascript FormXtra® Capture from Anywhere 167

3.8.7 Parascript FormXtra® Streamlined Functionality 169

3.8.8 Parascript AddressParcel 170

3.8.9 Parascript AddressScript 170

3.8.10 Parascript CheckPlus 170

3.8.11 CheckPlus International 171

3.8.12 CheckStock 171

3.8.13 CheckUltra 171

3.8.14 CheckUsability 172

3.8.15 InMailRouter 172

3.8.16 SignatureOnline 172

3.8.17 SignatureXpert 173

3.8.18 Parascript StampVerify 173

3.8.19 Parascript FormXtra Capture 173

3.8.20 Parascript Identify Areas Suspicious For Breast Cancer 175

3.9 ScanStore 175

3.9.1 ScanStore Data Capture Consulting Services 176

3.10 Scan-Optics 180

3.10.1 Scan-Optics Document Process Outsourcing DPO 184

3.10.2 Scan-Optics LLC Nationally Certified Woman Owned Business Enterprise 185

3.10.3 Scan-Optics InSource DPO 185

3.10.4 Scan-Optics CloudSource DPO 186

3.10.5 Scan Optics High Speed Document Scanners 187

3.10.6 Scan-Optics’ Document Process Outsourcing 188

3.10.7 Scan-Optics Reference Accounts 190

3.10.8 Scan-Optics State Governments Rely On Scan-Optics Every Day 191

3.10.9 Scan-Optics UK G-Cloud Services Iv– Framework Agreement 191

3.10.10 Scan-Optics DPO Services 192

3.10.11 Scan-Optics CloudSource DPO 193

3.10.12 Scan-Optics Paper To Paper Less Company™Corporate Headquarters Resources. 194

3.10.13 Scan-Optics' TAXexpress(TM), 196

3.10.14 Scan-Optics' ORDERexpress(TM) i 196

3.10.15 Scan-Optics' PROOFexpress(TM) 197

3.10.16 Scan-Optics' ImageEMC++ 197

3.10.17 Scan-Optics Network Services 198

3.10.18 Scan-Optics Software Solutions. 198

3.11 Datamark 199

3.12 Ricoh Workflow Consulting Services for Business 200

3.13 BMC Improves Productivity For Release Process Documentation 204

3.14 Tibco Document Workflow Automation 204

3.14.1 Tibco Nimbus Bridging the Gap Between the Business and IT 205

3.15 OpenText Process Suite Products and Applications 205

3.16 Appian BPM Software 206

3.16.1 Appian Cloud BPM 207

3.17 Adobe LiveCycle ES4 208

3.17.1 Adobe® LiveCycle Capture and Process Information 208

3.17.2 Adobe LiveCycle Rights Management ES4 209

3.17.3 Adobe LiveCycle Digital Signatures ES4 210

3.18 Mega 211

3.19 Intalio Open Source BPMS 212

3.19.1 Intalio Open Source BPMS 213

3.20 Red Hat Business Process Management 216

3.20.1 K2 BPM Content Management 217

3.21 Newgen OmniFlow Server 219

3.22 Microsoft Middleware 220

3.23 Sound Telecom 223

3.24 Connecticut Business Systems Government 223

4. Work Document Process Technology 225

4.1 Workflow Consulting Services for Business 225

4.1.1 Work Process Documentation Guidelines 226

4.2 Work Process - Levels of Detail 226

4.2.1 Defining And Communicating Which Level Of Work Process Detail Will Be Documented 228

5. Document Work Process Company Profiles 237

5.1 Adobe 237

5.1.1 Adobe Creative Cloud 238

5.1.2 Adobe Digital Publishing Suite 239

5.1.3 Adobe Photoshop 239

5.1.4 Adobe Acrobat 239

5.1.5 Adobe Edge Tools & Services 240

5.1.6 Adobe Digital Marketing 240

5.2 BancTec 241

5.2.1 BancTec Customers 243

5.2.2 BancTec BPO Revenue 244

5.2.3 Banctec Strategy 244

5.3 Coghlin Companies / ColumbiaTech 247

5.4 Connecticut Business Systems 255

5.5 Doma 255

5.5.1 Doma Barcoding and Optical Character Recognition (OCR) Embedded Technologies 257

5.6 Eastman Kodak 258

5.6.1 Eastman Kodak Graphics, Entertainment and Commercial Films (“GECF”) Segment 259

5.6.2 Eastman Kodak Entertainment Imaging & Commercial Films: 259

5.6.3 Eastman Kodak Digital Printing and Enterprise (DP&E) Segment 260

5.7 Fujitsu 261

5.7.1 Fujitsu fi-6140 Scanners | High-Speed Business 262

5.7.2 Fujitsu Document Scanner fi-6770 is a Fast Production Scanner 262

5.7.3 Fujitsu ScanSnap S1500 Instant Sheet-Fed Scanner 262

5.8 Hewlett Packard 262

5.8.1 Hewlett Packard Revenue 265

5.8.2 HP Printing and Personal Systems Group 267

5.8.3 HP Software 267

5.9 IBM 267

5.9.1 Recent IBM Major Investments 269

5.9.2 IBM Strategy 271

5.9.3 IBM Capital Investment 271

5.9.4 IBM Business Segments And Capabilities 273

5.9.5 IBM Integrated Supply Chain 274

5.9.6 IBM Cloud Computing 274

5.9.7 IBM Cloud Computing Model 275

5.9.8 IBM Business Model 293

5.9.9 IBM Business Analytics 294

5.9.10 IBM Innovation 295

5.9.11 SOA Digital Services 296

5.9.12 IBM Smarter Planet Strategy 296

5.9.13 IBM Smarter Planet 297

5.9.14 IBM Social Business 298

5.9.15 IBM WebSphere SOA Software Capabilities 299

5.9.16 IBM Information Management Software 300

5.9.17 IBM Business Analytics and Optimization Strategy 300

5.9.18 IBM Watson Solutions 300

5.9.19 IBM Cloud & Smarter Infrastructure Solutions 301

5.9.20 IBM Software 301

5.9.21 IBM System Z Mainframe Software 302

5.9.22 IBM Social Workforce Software Solutions 303

5.9.23 IBM Rational Software 303

5.9.24 IBM Mobile Software 303

5.9.25 IBM MobileFirst 304

5.9.26 IBM Systems and Technology (STG) 305

5.9.27 IBM Revenue 307

5.9.28 IBM IT Strategy 311

5.9.29 IBM Business Partners 313

5.9.30 IBM Messaging Extension for Web Application Pattern 314

5.9.31 IBM Growth Market Initiatives 314

5.9.32 IBM Business Revenue Segments And Capabilities 315

5.9.33 IBM Geographic Revenue 320

5.10 ParaScript 322

5.10.1 Parascript Partnerships 324

5.10.2 Parascript Works with Teams from Soviet Academy of Sciences 324

5.10.3 Parascript Partners 325

5.11 Patriarch Partners 329

5.11.1 Patriarch Partners, LLC 330

5.11.2 Patriarch Partners Companies 331

5.11.3 Lynn Tilton Owns Scan Optics 332

5.11.4 Patriarch Partners Lynn Titton 332

5.11.5 Patriarch Partners Led by Lynn Tilton 333

5.12 PCM/Sarcom 333

5.12.1 PCM Solutions 335

5.12.2 PCM/Sarcom eProcurement with OpsTRACK 335

5.12.3 PCM/Sarcom Strategic Partnerships 335

5.13 Scan-Optics 346

5.13.1 Scan-Optics LLC Nationally Certified Woman Owned Business 347

5.13.2 Scan Optics Products and Services 348

5.13.3 Scan Optics Scanning Software Partners 354

5.13.4 Scan-Optics / ColumbiaTech 357

5.13.5 Scan-Optics Changes 358

5.13.6 Scan Optics Document Process Outsourcing 358

5.13.7 Scan-Optics Transaction And Information Management Work Process 359

5.14 Scan Store 360

5.14.1 ScanStore Batch Document Scanning 361

5.14.2 ScanStore Data Capture Solutions 361

5.14.3 Scan Store Document Management - Compare 363

5.14.4 Scan Store Batch Document Scanning - 365

5.14.5 Scan Store Invoice Data Capture 366

5.15 Sound Telecom 368

5.16 Synnex 368

5.16.1 Synnex / Concentrix: 368

5.16.2 Synnex / Concentrix OCOC Flexibility 369

5.16.3 Synnex / Concentrix: Technology 369

5.16.4 Synnex / Concentrix: Secure Facility Behind OCOC 370

5.16.5 Synnex / Concentrix: Global Leader in Security, Backup and Availability Solutions 370

5.17 Xerox 372

5.17.1 Xerox is Business Process Outsourcing (BPO): 373

5.17.2 Xerox Strategy and Business Model 373

5.17.3 Xerox Business Process Outsourcing 375

5.17.4 Xerox Healthcare Services 375

5.17.5 Xerox Commercial Services 377

5.17.6 Xerox Government and Transportation Services 379

5.17.7 Xerox Information Technology Outsourcing 380

5.17.8 Xerox Geographic Information 380

5.17.9 Xerox Revenue 381

5.18 Electronic Document Management System (EDMS) Vendors 382

List of Table and Figures

Table ES-1 Document Workflow Process Market Driving Forces 37

Figure ES-2 Document Workflow Process Market Shares, Dollars, 2013 39

Table 1-1 Data Capture and Extraction Functions 42

Table 1-2 Key Benefits Of Work Document Processing: 43

Table 1-3 Onsite DPO installed Systems 44

Table 1-4 DPO Team Set Up Of An Area For Document Preparation 45

Figure 1-5 Document Workflow Process Markets 46

Table 1-6 Globally Integrated Enterprise Requirements 48

Table 1-7 Legislation and Industry Standards In Healthcare 49

Table 1-8 Effects of Legislation and Industry Standards In Healthcare 50

Table 1-9 Facility, Equipment, Processes And Tools 66

Table 1-10 Value In Document Process Outsourcing Projects Decisioning Workflows 68

Figure 1-11 Scan Optics Document Feeder 68

Table 2-1 Document Workflow Process Market Driving Forces 75

Figure 2-2 Document Workflow Process Market Shares, Dollars, 2013 77

Table 2-3 Document Workflow Process Market Shares, Dollars, Worldwide, 2013 78

Figure 2-4 Document Workflow Process In House Solutions Market, Dollars, 2013 82

Table 2-5 Document Workflow Process In House Solution Market Share Dollars, Worldwide, 2013 83

Figure 2-6 Document Workflow Process Business Process Outsourcing BPO Solutions Market Share Dollars, Worldwide, 2013 85

Table 2-7 Document Workflow Process Business Process Outsourcing BPO Solutions Market Share Dollars, Worldwide, 2013 85

Figure 2-8 Document Workflow Process Market Forecasts, Dollars, Worldwide, 2014-2020 86

Table 2-9 Document Workflow Process Market Segments, Document Process Outsourcing, In-House Document Management, and Electronic Forms App Document Management, Dollars, Worldwide, 2014-2020 87

Figure 2-10 Inhouse Paper Document Management Services, Market Forecasts, Dollars, Worldwide, 2014-2020 88

Figure 2-11 Document Processing Outsourcing, Market Forecasts, Dollars, Worldwide, 2014-2020 90

Figure 2-12 Electronic Forms App Document Market Forecasts, Dollars, Worldwide, 2014-2020 92

Table 2-13 Document Sorting and Indexing Software Market Participants 93

Figure 2-14 Document Workflow Process Regional Market Segments, Dollars, 2013 95

Table 2-15 Document Workflow Process Regional Market Segments, 2013 96

Table 3-1 Xerox ITO Services 97

Table 3-2 Xerox ITO Support Client IT Environments 98

Table 3-3 Xerox ITO End-User Computing (EUC) Environments: 99

EUC services provide a comprehensive solution

Manage end-user platforms

Manage end-user devices

Include help and service desks

Include wireless services

Manage end-user services

Manage mobility services

Provide desktop management

Table 3-4 Xerox ITO Enterprise Computing (EUC) Environments: 100

Address issues 100

Resolve issues 100

Enterprise bandwidth constraints 100

Unstable computing environments 100

Areas of insecurity 100

Unavailable network resources 100

Table 3-5 Xerox Ito It Solutions:

Cloud services

Utility computing

Desktop virtualization

Design solutions to scale quickly

Solutions fit different business needs

Solutions can be delivered through cloud-based, multi-tenant infrastructure

Table 3-5 Xerox ITO IT Solutions: 101

Table 3-6 Xerox ITO IT Solutions Functions: 102

Figure 3-7 Xerox Managed Print Services 104

Figure 3-8 Xerox Centralized Print Services (CPS): 105

Table 3-9 Xerox Centralized Print Services (CPS) Main Offerings 106

Figure 3-10 Xerox Centralized Print Services (CPS) 107

Table 3-11 Xerox Centralized Print Services (CPS) Mainframe Production Printing 108

Table 3-12 Xerox Work Process Continuing Building Of Position In The Market in 2013: 110

Table 3-13 Eastman Kodak Government Records Modernization Functions 116

Table 3-14 Kodak Fundamental Work Process Technology Principles 117

Table 3-15 Kodak Fundamental Work Process Technology Modernization 118

Figure 3-16 Eastman Kodak Conventional Record Retrieval Process Inefficiencies 119

Figure 3-17 Eastman Kodak Speeds Customer Service with Digital Archive 121

Table 3-18 Banctec Work Process Competitive Strengths 122

Table 3-119 Banktec Document Process Improved Operations 126

Table 3-20 Banktec Value In Document Process Outsourcing Projects 127

Table 3-21 Concentrix Engages Customer Support 130

Table 3-22 Concentrix Strategy Aspects 131

Table 3-23 Concentrix Interaction Strategy Opportunity 132

Table 3-24 Concentrix Objectives 133

Table 3-25 Concnetrix Industry Positioning 134

Figure 3-26 Concentrix Innovative Solutions 135

Table 3-27 Concentrix Target Industries 137

Figure 3-28 IBM Predictive Analytics To Understand What Could Happen 139

Figure 3-29 IBM Digital Document Analytics Functions 142

Table 3-30 IBM DB2 Content Manager Maps for Document Routing 143

Table 3-31 IBM Basic Operations Using Document Routing: 145

Table 3-32 IBM® Content Manager Document Routing Process Actions 146

Table 3-33 Business Process Manager Tooling And Run Time 147

Table 3-34 IBM® Business Process (BPM) Management Platform 148

Figure 3-35 Hewlett Packard Document Work Process Improves Process and Reduces Costs152

Figure 3-36 Hewlett Packard Workflow Improvement Initiatives 153

Table 3-37 Hewlett Packard Paper-Intensive Process Improvement Features 154

Table 3-38 Hewlett Packard Workflow Paper Process Management Identification of Key business objectives 156

Identifying goals needed to tie into digitization aims

Goals can include reducing costs

Improving quality

Mitigating risks

Conserving resources

Increasing customer satisfaction

Managing capital

Managing assets

Objectives represent the organization at a strategic level

HP helps an organization identify, prioritize

Implement ground-level workflow initiatives

Table 3-39 Hewlett Packard Workflow Paper Process Management Goals 157

Table 3-40 HP Tests Work Process Paper Elimination Automation Earlier In The Development Lifecycle 159

Table 3-41 HP Work Process Paper Elimination Automation Functions 160

Table 3-42 HP Work Process Paper Elimination Automation Benefits 161

Figure 3-43 Hewlett Packard Identifies that The Only Constant is Change 162

Table 3-44 HP Document Workflow Transformation Benefits 163

Table 3-45 Parascript Data Type Recognition 165

Table 3-46 Parascript FormXtra® Capture Systems 168

Table 3-47 Parascript FormXtra Capture Benefits: 174

Figure 3-48 Scan-Optics Document Process Outsourcing 180

Table 3-49 Scan-Optics Solutions Target Markets: 181

Table 3-50 Scan-Optics Vertical and Functional Target Markets 182

Table 3-51 Scan-Optics Solutions 183

Table 3-52 183

Figure 3-53 Scan Optics InSource DPO 186

Figure 3-54 Scan Optics CloudSource DPO 187

Table 3-55 Scan-Optics’ Document Process Outsourcing 188

Table 3-56 Scan Optics solutions on the UK G-Cloud IV Framework 192

Table 3-57 Scan-Optics Industry Positioning 193

Table 3-58 Scan-Optics Paper To Paper Less Headquarters Resources 195

Figure 3-59 Datamark Process Analysis 200

Figure 3-60 Ricoh Workflow Consulting Services for Business 202

Table 3-61 Ricoh Workflow Consulting Services Functions for Business 203

Table 3-62 BMC Reduces Application Release Cycles From Weeks To Hours 204

Table 3-63 Appian BPM Cloud Software Benefits 207

Table 3-64 Adobe® LiveCycle Key capabilities 210

Table 3-65 Adobe® LiveCycle Digital Signatures Key capabilities 211

Figure 3-66 Intalio BPMS 213

Figure 3-67 Intalio Open Source Business Process Management System (BPMS) 215

Table 3-68 K2 Business Rules Actions 218

Table 3-69 Microsoft Middleware Foundation Developer Frameworks 221

Table 3-70 Microsoft Middleware Foundation Modules 222

Figure 4-1 Workflow Consulting Services for Business 225

Table 4-2 Work Process Documentation Tool Purposes 226

Table 4-3 Operational And Business Work Process Objectives 227

Table 4-4 Work Process Definition: 228

Table 4-5 Levels Of Detail For Work Processes 229

Table 4-6 Collection Of Activities For Core Business Work Processes 230

Table 4-7 Key Function For Work Processes 231

Table 4-8 Levels Of Detail For Work Processes 232

Table 4-9 Procedure For Work Processes 234

Table 4-10 Steps For Work Processes 235

Table 5-1 Adobe Digital Marketing Cloud solutions: 238

Table 5-2 Adobe Digital Marketing Facts: 239

Table 5-3 Adobe Digital Media Aspects: 240

Table 5-4 BancTec Solutions 241

Table 5-5 BancTec Solutions Value 242

Table 5-6 BancTec clients 243

Table 5-7 Banctec Strategy 245

Table 5-8 Banctec Strategy Implementation 246

Figure 5-11 ColumbiaTech Contract Manufacturing / Turnkey Manufacturing Solutions 247

Figure 5-12 Columbia Tech Marketing Products, High Mix Manufacturing Environment 248

Figure 5-13 Columbia Tech Contract Manufacturing 249

Figure 5-14 Columbia Tech Brands Supported 250

Table 5-15 Columbia Tech Solutions for Partner Companies: 251

Table 5-16 Columbia Tech Solutions Primary Markets Served 252

Table 5-17 Columbia Tech Solutions Features 253

Table 5-18 Columbia Tech Core Capabilities 254

Table 5-19 Doma Document Conversion Projects Management Aspects 256

Table 5-20 Doma Document Conversion Project Training 256

Table 5-21 Hewlett Packard (HP) Product Positioning 263

Table 5-22 Hewlett Packard (HP) Business Segments: 264

Table 5-23 IBM Business Goals 269

Table 5-24 IBM Marketing Transformation Functions 272

Figure 5-25 IBM Cloudbased App Offerings 277

Table 5-26 IBM Cloud & Smarter Infrastructure Featured Solutions 302

Figure 5-27 336

Table 5-28 PCM/Sarcom Vendor Partners 338

Table 5-29 Scan Optics Products and Services 348

Figure 5-30 Scan Optics Feeder 350

Figure 5-31 Scan Optics Addresses Life Cycle Costs 351

Figure 5-32 Scan Optics Document Feeder 352

Figure 5-33 Scan Optics reduces Paper Curling and Paper Jams 353

Table 5-34  Scan Optics Auto Sorting Pockets 354

Figure 5-35 Scan Optics Scanning Software Partners 355

Figure 5-36 Scan Optics Open Software Architecture 356

Table 3-37 Scan-Optics Solutions Target Markets: 360

Table 5-38 Scan Store Data Capture and Extraction Functions 362

Table 5-39 Scan Store OCR Software - 364

Table 5-40 Scan Store Scanning Software 366

Figure 5-41 Scan Store ABBYY OCR Software 367

Table 5-42 Synnex / Concentrix: Industry Expertise: 371

Table 5-43 Xerox Healthcare Services Examples 376

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