before and after implementing a content management system: my experience at ge healthcare
DESCRIPTION
Presentation delivered at DocTrain East 2007 by Jeanette Eichholz, GE Healthcare -- Your department will never be the same after implementing a content management system (CMS). Things your writers wouldn’t let go of are forgotten without a backward glance. And, management won’t even remember having to explain the huge translation budget. Winning your team over is the most important challenge you will face as you implement a CMS. Let’s face it, change scares everyone. Do your writers cling to owning documents from start to finish; to seeing the pages as they’re writing; to touching the paper and viewing the CD upon completion? And, is management bravely running away from the costs you’re putting in front of them to implement the new paradigm that is content management? Understanding the differences before and after implementing a CMS will help you calm everyone’s fears and help them to prepare for-- and look forward to—the implementation. If you know what these differences are, and the cost benefits you will derive, you can avoid encountering apparently unconquerable hurdles during this transition. But more importantly, you can more easily win over your entire team if you understand the before and after picture very clearly. In this Management Summit session you will learn about: * Individual vs. collaborative team writing processes * Redundant content vs. content reuse strategy * Expensive program costs vs. sharing costs between teams * Multiple translation memories vs. leveraging a translation memory between teams * Manual vs. automated publishing tools * Unstructured vs. structured Writing * Unique publications (for training, tech pubs, marketing) vs. repurposing content between teams * Working in your own “bubble” vs. partnering on writing projects * Unique templates and processes vs. creating common style guides and SOPs * Paying extra for saying something 10 different ways vs. controlled writing * Inconsistent content vs. increased accuracy, consistency, and qualityTRANSCRIPT
Before and After Implementing a Content Management SystemMy Experience at
Jeannette EichholzGE HealthcareClinical SystemsUltrasound
/ 30GE Healthcare /
10/22/2007
Economic Imperative When Global
MUST Control Costs Launch Products Simultaneously Meet Global Regulatory Requirements
With Flawless Execution
/ 30GE Healthcare /
10/22/2007
Benefits of Implementing CMS
• Reduced overall translation costs by 50-60%• Shipped on-time at Product Launch• Reduced cost per word of translation cost• Increased market coverage• Established global collaborative writing process
/ 30GE Healthcare /
10/22/2007
Paradigm Shift
From• Writer-owned, independent writing silos To• Collaborative team, shared content
environment
Writers perceive this as a loss of control, a loss of ownership, a loss of creativity – in the
beginning.
/ 30GE Healthcare /
10/22/2007
“Before” Scenario, without CMS
• Writing Silos – Mfg Centers in US, Japan, Korea• Used tools where sharing or single sourcing was impossible• Content / Templates started out the same, but diverged over time• New acquisition assimilation difficult• Difficult to launch globally on time with all translations
/ 30GE Healthcare /
10/22/2007
Documentation, circa 1999
Help
Paper
CD-ROM
L700
A Unique Documentation Set was Created
for Each Ultrasound
System
L500 L400 L200 L100
/ 30GE Healthcare /
10/22/2007
Redundant, Cumbersome, Expensive L700 L500 L400 L200 L100
Help
Paper
CD-ROM
SpanishFrenchGerman
ItalianPortuguese
SwedishDanish
RussianTurkish
Greek
Each Documentation
Set wasTranslated
into 10 Languages
/ 30GE Healthcare /
10/22/2007
“Before” Budget, without CMS & TM$.25 Per Translated Word
Each Page = ~250 Words
Or $62.50 Per Translated Page
X 1000 Pages = $62,500
X 30 Languages = $1,875,000 (10 languages in 1999, or $625,000)
X the number of each manufacturing center’s products (5 products in 1999, 16 products in 2007)
/ 30GE Healthcare /
10/22/2007
“Before” Timeline
Software tweaked until product launch. Finish manual after software tweaking done, or at product launch. Start translating at product launch. Ship systems to countries that accept English manuals. Global launch 3-4 months after English launch.
/ 30GE Healthcare /
10/22/2007
“After” Scenario, with CMS
• 1 Global Collaborative Team• Common Tool Set• Common Template• New Acquisitions Easily Added To Team• Able to deliver on time in all languages on any media, in any format
/ 30GE Healthcare /
10/22/2007
User Documentation Paradigm
USIsrael Norway
China
KoreaJapan
India8 Product Centers
Collaborative Global Effort
VIVID Content
LOGIQContent
StructuredSGML
Content Management System
VIVID 7EchoPac PCVIVID iLOGIQ 9LOGIQ 7LOGIQ 5LOGIQ 3/LOGIQ UnoLOGIQ BookLOGIQ WorksLOGIQ P5/A5LOGIQe/LOGIQi/VIVIDeLOGIQ S6
Germany
Xslt Conversion
PDFs
eDOCs
Translate
Online Help
1-Step Process
Paper Docs only on Request
1-Step Process
Increased Consistency
16 Languages
No Desktop Publishing Cost
Via F1 on Scanner
eDOCs
Decrease Cost
Electronic Documentation
Ship Complete (BTO)
Leveraged Translation Memory
/ 30GE Healthcare /
10/22/2007
“After” Budget, with CMS & TM
• Only pay to translate the delta in the database (fuzzy + no matches)
• Over the past 7 years, the budget has remained constant, between $250,000-$350,000
• Even though we’ve gone from 10 to 30 languages and from 5 to 16 products
• And this $250,000 - $350,000 cost is divided by the number of manufacturing centers
• So each manufacturing center pays roughly $70,000 vs ~$1 million in 1999
/ 30GE Healthcare /
10/22/2007
Reduced Translation Cost
$0$100$200$300$400$500$600$700$800$900$1,000$1,100$1,200$1,300
19992000200120022003 2004 2005 2006
Total (LOGIQ Only) in thousands of dollars
LOGIQ 700 5 SystemsLOGIQ 500 10 LanguagesLOGIQ 400LOGIQ 200LOGIQ 100
LOGIQ 9 15 ProductsLOGIQ 7/LOGIQ 7 Pro 17 Languages LOGIQ S6LOGIQ 5 Expert/ProLOGIQ P5/A5LOGIQ 3/LOGIQ UnoLOGIQ Book XP/LOGIQe/LOGIQi/VIVIDe LOGIQWorks
/ 30GE Healthcare /
10/22/2007
Reached more markets
01.53.04.56.07.59.010.512.013.515.016.518.019.521.022.524.025.527.028.530.0
19992002
20042007
Languages Supported by GE Ultrasound
KoreanTraditional Chinese
TurkishSerbian
European PortugueseIcelandicSlovakianEstonian
LatvianLithuanian
CzechHungarianBulgarianRomanian
DutchFinnish
NorwegianPolish
SwedishDanish
RussianGreek
SpanishFrench
GermanItalian
PortugueseJapaneseChineseEnglish
/ 30GE Healthcare /
10/22/2007
“After” Timeline
Software not tweaked as much toward product launch – but, still exceptionsWrite continuously until product launchTranslate incrementally as content is completeNearly all content already translated by the time we export the final, complete bookJust need to translate a small delta of changes 3 weeks prior to product launchAble to launch globally with all languages (pdf + online help)
/ 30GE Healthcare /
10/22/2007
“Before” “After”Stand-Alone Writers
Author-Controlled Content
Tweaked Templates
Independent Budgets
Assorted Tools
Start Translation When Manuals Done
Content on Writers’ PCs
Collaborative Writing TeamCorporate Intellectual Capital Controlled “Brand” IdentityShared BudgetCommon Tools & ProcessesTranslate Incrementally . Controlled Content Management System
/ 30GE Healthcare /
10/22/2007
Redundant Content Development vs Shared Content Reuse Strategy
• Eliminated Redundant Content Development in Each Manufacturing Center• Develop Reuse Strategy – Plan Yearly• No Duplication of Effort / No Redundancy• New features written by writer where new feature was developed – Migrated to product line as feature added to product’s
/ 30GE Healthcare /
10/22/2007
Individual Writing vs Collaborative Team Writing Process• Write Content Once – Reuse Many Times• Write Generically to Fit Multiple Products• Consistent Content – Changes Decided Upon as a Team• Content Easily Migrated Across Product Lines• Content Reviewed Continually
/ 30GE Healthcare /
10/22/2007
Expensive Program Costs vs Shared Costs Between Team• Share Template Development Costs (FrameMaker, Online Help, Translated Templates)• Share CMS and CMS Customization Cost• Share Automated Tool Cost• Share Translation Cost• Centralized Control & Management
/ 30GE Healthcare /
10/22/2007
Multiple Translation Memories vs Leveraged TM Between Team• No longer unique product documentation sets, generating multiple sets of translation memories -- Now only one set of Core Content• One Core Content • One Core Content Translation Memory• One TM Leveraged across Multiple Products• Consistent, Correct, and Clean TMs
/ 30GE Healthcare /
10/22/2007
Manual vs Automated Publishing Tools• Manually created FM Books, TOCs, Indexes, PDFs, Online Helps vs Using automated tools• Now automatically generate FM Books, TOCs, Indexes, PDFs from sgml file• Use Batch File to generate 30 translated files• Online Help auto generated from sgml xml xslt transformation html help
/ 30GE Healthcare /
10/22/2007
Unstructured vs Structured Writing in a CMS• Controlled Templates• Controlled Content• No more copying and pasting• Change content in one place; updated in every reuse• Assures content integrity• Achieves Brand
/ 30GE Healthcare /
10/22/2007
Unique Pub Development vs Re-Purposed Content• Can re-purpose content to be used by Marketing, by Training, Help Desks• Single source content for pdf and chm files Automatic (Not a Separate Effort)• Can re-purpose same content into different manuals
/ 30GE Healthcare /
10/22/2007
Working in Your Own Bubble vs Partnering on Writing ProjectsThe Whole is Greater than the Sum of Its Parts• Each writer learns from everyone’s strengths• Together as a team, we accomplish more, cheaper, faster, with increased quality and consistency• Can generate a 1000-page manual as quickly as 2 days, but normally within 2 weeks• Can translate a 1000-page manual into pdfs and online help within 3 weeks
/ 30GE Healthcare /
10/22/2007
Unique Templates & Processes vs Common Templates and SOPs• FDA Regulations require that we all follow the same processes and SOPs – Compliant– Increased Quality and Consistency– Verifiable– Repeatable– Cost-Effective
• Brand Identity
/ 30GE Healthcare /
10/22/2007
Paying Extra to Say Something 10 Different Ways vs Controlled • Refer to Chapter…, See Chapter…, Go to Chapter… • Every word costs $.25 x the number of languages
/ 30GE Healthcare /
10/22/2007
Inconsistent Content vs Increased Consistency, Accuracy, & Quality• Consistent Content• Accurate Content• Tested Content• Subject Matter Expert Verified Content• End User Validated Content
/ 30GE Healthcare /
10/22/2007
Writers’ Jobs Don’t Go Away, They Evolve• Content Analysis, Metadata Strategy• Reuse Analysis and Strategy• Tool / Techology Selection, Upgrade, Migration• Concise Source Content – Editing Skills, Testing, Verification with SMEs, Validation with End Users• Template, CSS Management, Automated Processes • More Techno Savvy (sgml, xml, sgml, DITA, language encoding, unicode…)• Better, Smarter Writing, NOT More Writing
/ 30GE Healthcare /
10/22/2007
/ 30GE Healthcare /
10/22/2007
One CMS with Ongoing Development of Content Objects by 1 Collaborative Writing TeamEnabling global content on time – no longer a cost center, but a corporate asset
Information becomes capital
when it is employed to produce profit. Developing the Content Management System to manage our corporate knowledge assets allows us to easily find, use, and re-use content in a way that maximizes its value to our organization and minimizes the cost to create, maintain, and assemble it for a particular business need.