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

The system documentation as binding agent for and in between

internal and external customers

April 24th, 2009 | Thomas Kern

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

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

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

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

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

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

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

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

Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 10

Sell it internally to sell it externally

Similarity between information needed byinternal and external customers

• The system documentation department establishes itself as an internal and external information provider, that makes

• Information better available

• Communication easier

• Work more efficient

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

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

Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 13

Sell it internally to sell it externally

The stopoversof our charming tour

• 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

Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 14

Sell it internally to sell it externally

The stopoversof our charming tour

• 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

Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 15

Sell it internally to sell it externally

The stopoversof our charming tour

• 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

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

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

Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 18

contact: thomas.kern@avl.com