I admit it. I get a little bit cranky when people say things like forms processing or document management. Not because I don’t think there’s a reason to have tools to help facilitate those types of activities but because I think by focusing on the processing of forms, you take away the focus on the outcomes that the organization is trying to drive. It’s one of the reasons why I talk so much about assessments because it is oftentimes a more apt phrase for what the organization is trying to do. When you gather information in a form, you generally gather that information so that you can evaluate something, perform a business process, or execute on the next step on some particular work flow.
The point of it is not simply processing the form or managing the document; it’s using the information that you collect to drive value for the organization as whole. That is why I think it’s so important to think about those types of things more from the standpoint of what are you trying to drive rather than the standpoint of simply managing information through a workflow. That mindset of management information through a workflow inevitably ends up with more information under management than is required. You end up collecting information because you can rather than because you need it to make a decision or to execute a business process and it’s a huge problem.
One of the amazing things about our modern technology environment is the ability to manage and store information. However human beings haven’t similarly upgraded their ability to process information in a way that enables better decision making. So the fact that you can store petabytes of data doesn’t mean that you should do it just because you can. There are plenty of reasons to store information, to do big data type analysis, to make determinations of a whole host of different types of things, or to do ongoing investigations of things that might help your business. However if you’re trying to support a specific business process, I believe that you ought to keep the information that you gather to a minimum because there’s a real cost in gathering that information that goes far beyond what it takes to store it on hardware. That’s the smallest component of that cost. So that’s my piece and I’m sticking to it.