System Data Center

Customer Interaction Technology 

SW Solutions & Services


QMS

The centralised acquisition system proposed by System Data Center can be applied to all back office operations requiring document archiving and/or recognition.

The QMS is based on highly configurable authorisation profiles and guarantees the availability of documents only to authorised personnel. Permitting the processing of it depending on its status.

In a first application phase, the system processes documents in the main formats (in addition to email and certified mail) and normalises them in a standard format (PDF). The next processing step involves an automated analysis of the document content and/or its sender and indexing according to the configured search keys.

The sender and/or content analysis then allows the document to be sorted to previously identified specific work areas, making it available to specialised personnel for further processing.

Document processing is managed by a specific workflow, defined for the single area, which can also be configured to allow the exchange of documents between different sectors. The operator also has the option of sending a forwarding/response email to which the document being processed is automatically attached. Forwarded/answered emails are subsequently captured by the QMS in order to maintain the communication history.


Normalisation

The normalisation phase makes it possible to have a single, standard, open format for consulting the document.

The normalisation of emails with attachments produces a single document containing the body of the email and the sequence of the latters.

For certified emails, in addition to the body, the content of the email itself is extracted; furthermore, the QMS captures all notifications of delivery, missed delivery or acceptance.

Thanks to the system structure, all elements of an email, i.e. the set of emails sent, including their replies and notifications, are available for consultation and/or processing.

Indexing

The indexing module analyses the content of the document according to the keywords defined during the configuration. Then it proceeds with automatic sorting to the type of work or organisational unit based on the identified keys.

Linking a value to the keys makes an accurate sorting possible, without ambiguities due to the presence in the same paper of keys associated to different processes.

In the case of emails, in addition to sorting by keyword, this can be done according to customer demands.

Workflow

The document processing flow is set up by area and type of work sequences. The workflow makes it possible to manage the exchange of documents between different areas and to carry out potential verification and approval activities on several levels.

Document processing

Processing can take place in two different ways:

a) The system displays the sum of available documents by area, processing type, year, month and processing status. In this context, the operator selects a set of documents and the system submits them for automatic process in order of acquisition and until the end of the list.

b) After setting the processing priority and the operator's skill, the system sequentially submits the documents to the operators until the last one. This ensures that a document, just received but relating to a critical area, is immediately submitted to the first free operator with the highest skill.

For each document the system performs the following tasks:

·  opens the document. The search keys identified during indexing are highlighted to be easily recognised in the text;

·  shows the identification data of the document;

·  reveals the operator's name, date, time and notes about the last activity performed.



For each document the operator performs the following tasks:

·  analyses its content;

·  inserts a description of the activity carried out;

·  selects the status to be assigned to the document;

·  can send a reply/notification email.

Confidentiality

The QMS offers the highest guarantee of document discretion. Document visibility configuration criteria allow individual operators to be enabled by area, processing type and document status.

This defines how the document can be accessed, i.e. whether the operator can work on it or consult it.

Document archiving

All documents managed with the QMS are stored in the original, standardised format.

The filing is structured by area, type of processing and status.

Documents are also collected by year and month of receipt.