SLA –NY Chapter

March 11, 2008

PwC Research Workflow:

Processes and Management

Presented by Betty Croft, Sr Mgr Third Party Content

Prepared by Amy Rolland, Workflow Mgr Research & Analytics

  
PwC Research Workflow:
Agenda

•Department Overview
•Historical Workflow
•Research Requests Submission
•Workflow Queues & Rules: Industry and Keywords
•Workflow Management
•Benefits of a Workflow Solution
From Library to KSO – Research & Analytics

Library Information Information

Center Services

1-800-
KnowHow

Knowledge Knowledge
Knowledge
Services Services
Management
Organization - Organization -
Research
Research & Research &
Services
Info Services Analytics
PwC Research Workflow:
Submit a Research Request: Customer
PwC Research Workflow:
Submit a Research Request: Researcher
PwC Research Workflow:
Rules & Queues
PwC Research
Workflow:
Industry Rule
Configuration
PwC Research
Workflow:
Keyword Rule
Configuration
PwC Research Workflow:
Management and Analysis

Workflow Manager’s Role

• Set and manage customer expectations
• Scope “high profile, high impact” projects
• Manage Researcher Utilization Rates
• Analyze requests data
• Weekly significant projects pipeline report
PwC Research Workflow:
Key Benefits

Reporting on Metrics

Nature of Re se arch Re que sts

Bus ines s Developm ent

APW

Propos al

Engagem ent

Firm Leaders hip/Strategy

Knowledge Agenda (KSO Only)

Internal Learning or Education

Meeting or Conference

Thought Leaders hip or Ext. Publicati

Client Deliverable

LoS Internal Project

PwC Research Workflow:
Key Benefits
Visualization of Data
PwC Research Workflow:
Key Benefits
Automated Customer Survey
PwC Research Workflow
Thank you!!