The system documentation as binding agent for and in between internal and external customers

1. The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Thomas Kern

2. Content • Once upon a time… • We have a situation! • So, how do we start? • …and they worked happily ever after. • Is everybody happy? • Sell it internally to sell it externally • Conclusion

3. Once upon a time… • System Documentation for external customers • Several technical writers spread over different departments • Strict directives for documentation creation • Gathered feedback via quality management – which was not too good System Documentation here means: the overall description of e.g. an end of line engine test bed

4. We have a situation! • The issues from the customer feedback had to be solved: • Adherence to schedule • Correspondency with effective installation • User friendly preparation of the information • Completeness of documentation • … On one hand this feedback of course was not too pleasing;on the other hand it was the trigger for the management, to do something about these issues.

5. So, how do we start? • A new department is founded, the technical writers are brought together … and so we started our work • Gathering, categorizing & prioritizing our issues, leading to tasks in • Documentation Process • Information Availability • Information Processing • Searching for solutions & implementing them

6. So, how do we start? • Choosing pilot customers with pilot projects • Defining new standards • …and finalizing the first System Documentations according to these standards

7. …and they worked happily ever after. • The happy end of our story: • Defined the content • Set the structure • Selected and customized the tools • Visualized the processes & assigned the responsibilities

8. Is everybody happy? • internal-marketing was missing in our tasks & we are facing two problems: • we had a full running “deluxe” system documentation that was not accepted internally • my presentation will last further 10 minutes ; ) With the new system documentation came higher functionality, partly standardized and automated creation, better usability, graphical navigation interface and much more… …but also HIGHER EFFORTS.

9. Sell it internally to sell it externally • What can we do? • Many different departments are involved & they need information that is • correct • current • corresponding • complete Similarity between information needed by internal and external customers

10. Sell it internally to sell it externally • The system documentation department establishes itself as an internal and external information provider, that makes • Information better available • Communication easier • Work more efficient Similarity between information needed by internal and external customers

11. Sell it internally to sell it externally • The internal task of the system documentation – yes, it has one – is to provide the information different departments need. • For every system documentation area a structure for external and internal customers is created • Implementation for internal and external customers, with differences in detail, access and in processing. • During the whole work flow the related departments can store their information and allow access to those who need it.

12. Sell it internally to sell it externally • General Advantages • One information platform for all involved internal and external departments • Clear and defined change management • Standardized creation of documentation structure • Basis for a project specific information database • Possibility for further automatization via the portal and internal database solutions The stopovers of our charming tour

13. Sell it internally to sell it externally • Project Management • Permanent access to the system documentation • Preliminary versions are early accessible for customers • Project leader is informed about the project status • At the begin of every project a detailed cost estimate is conducted • A higher cost transparency is achieved The stopovers of our charming tour

14. Sell it internally to sell it externally • Engineering • Project specific information can be stored here and is accessible for those assigned to. • Commissioning • Online update & access at customers site of project specific information The stopovers of our charming tour

15. Sell it internally to sell it externally • Customer Service • Use of standardized templates for spare parts lists & maintenance schedules • Clear type definition of spare parts • Clear responsibility definition for maintenance work • Identical & current project specific information is available for the helpline The stopovers of our charming tour

16. Conclusion • The task as an internal information provider can be the chance for a documentation department to claim responsibility and being sorely needed for the whole company • Helps to achieve a company wide awareness for the documentation work • Establishes opportunities to optimize teamwork and new tools • A new and wider area of standardization possibilities opens that is far beyond writing of manuals

17. Conclusion • This is our contributionhow the documentation department can generatea binding agent between all the participants. • And so it helps making a company greaterthan just the sum of its departments.

18. contact: thomas.kern@avl.com