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Innovatia Overview
2
Agenda
• The Information Challenge • Innovatia
– Corporate Overview– Capabilities and Experience– Business Lines
Canada’s largest communications company.
One of North America’s largestregional communications providers.
A wholly-owned subsidiary of Bell Aliant
Offering knowledge management solutions to customers world-wide
Innovatia is an experienced knowledge management company with deep roots.
One of Canada’s largest information
Technology companies.
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The Challenge: Poor knowledge management impacts the bottom line.
Employees in offices spend 35% of productive time searching for information online.− Working Council for Chief Information Officers
The Fortune 1000 stands to waste at least $2.5 billion per year due to an inability to locate and retrieve information.− IDC, The High Cost of Not Finding Information
The Challenge: Poor knowledge management impacts the bottom line.
• The right information to the right people
at the right time
• Information that is always at your fingertips
• Always reliable, accurate, and up-to-date
• One answer – the RIGHT answer
• Accessible anywhere in the world 24/7
The Solution: Innovatia’s world of perfect information.
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Our mission is to energize knowledge into performance.
Innovatia’s integrated knowledge management solutions include four core competencies.
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Innovatia develops world-class, topic-based information products for multiple outputs.
• Installation Methods and Procedures
• Configuration Guides
• On Line Help and User Guides
• Solution Integration Guides
• Interactive Guides (web enabled)
• Mobile Ready Documents
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Challenge• Quantity of
information
• Quality (consistency, accuracy, up-to-date)
• Multiple vendors and technologies
• Development cost and time pressures
Case Study: Our information development expertise provides better documentation at reduced cost.
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Challenge• Quantity of
information
• Quality (consistency, accuracy, up-to-date)
• Multiple vendors and technologies
• Development cost and time pressures
Results• User analysis• Information
consolidation• Rigorous quality
assurance• Faster delivery• Improved customer
satisfaction• 10-20% cost reduction
year-over-year
Case Study: Our information development expertise provides better documentation at reduced cost.
Innovatia delivers documentation on time with measurable improvements in customer satisfaction, cost, and Subject Matter Expert (SME) usage.
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Innovatia delivers comprehensive end-to-end eLearning solutions.
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Innovatia delivers comprehensive end-to-end eLearning solutions.
Design Learning
Strategies Learning
Architecture
Curriculum Design
Course Design
Business Case
Develop Deliver World-Class
Learning Management Systems
Competency Management
Installation and Hosting
7/24 Support
Collaboration Tools
Online Labs Online
Mentoring
Course Content
Quality Assurance
Testing Rapid
Conversion
to “e”
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Consistent reliability is a key component in our eLearning infrastructure.
99.98% Availability
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Case Study: We’ve unlocked the barriers to successful eLearning.
Challenge• Rising costs of
training and travel
• Hundreds of classroom-based courses
• Resistance to eLearning adoption
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Case Study: We’ve unlocked the barriers to successful eLearning.
Challenge• Rising costs of
training and travel• Hundreds of
classroom-based courses
• Resistance to eLearning adoption
Results• Blended learning
approach followed by complete conversion to “e”
• Largest training portfolio conversion to “e” in telecom history
• $1M training cost savings in first year
• Outstanding learner feedback
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Our customers measure their success in terms of the rate of eLearning adoption by their customers.
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Service in over 150 languages
• Welcome Desk• Registration • Login Support• Learner
Support• Mentor
Support• Triage• Tier 0 – Tier 2
Technical Support
Our team delivers 7x24x365 multi-lingual multi-channel support service.
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Case Study: We exceed client expectations for consistent and seamless technical support services.
Challenge• Cost pressures of
global technical support delivery
• Service quality (consistency, accuracy, language)
• High customer expectations
• Rapidly changing information and procedures
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Case Study: We exceed client expectations for consistent and seamless technical support services.
Challenge• Cost pressures of
global technical support delivery
• Service quality (consistency, accuracy, language)
• High customer expectations
• Rapidly changing information and procedures
Results• Rigorous quality
assurance• Highly-skilled, multilingual
resource pool• Real-time standard
operating procedures• Improved customer
satisfaction• Improved call-handling
times and case closure rates
• Cost savings
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Our technical support team consistently exceeds client expectations for service quality.
Service Level Targets and Actuals
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• Audits– Performance Gap Analysis– Training Needs Analysis– Information Audits
• Learner/User Centric focus
• Information Architecture• Information
Development and Design
• Training Design• Program/Project
Management• Business Analytics and
Root Cause Analysis
Our professional services consultants define and solve knowledge management issues.
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We’ve developed user-centric information solutions to increase new product adoption and retention.
Challenge• Launching new
complex product
• Multiple audiences
• Information quality (accuracy, consistency)
• Information accessibility and usability
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We’ve developed user-centric information solutions to increase new product adoption and retention.
Results• Information audit &
audience analysis• Online solution• The right
information tool for the job
• Re-useable content – multiple information outputs
• Lower-cost • Increased customer
satisfaction
Challenge• Launching new
complex product
• Multiple audiences
• Information quality (accuracy, consistency)
• Information accessibility and usability
Our Solutions:
• Flexible
• Scalable
• Cost Effective
• Open Standards
• Proven track record with Fortune 500 clients
Innovatia delivers cost effective, scalable, and flexible solutions.
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Innovatia delivers in 150 languages across 29 countries.
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Innovatia serves customers in a wide variety of industries - from telecom and IT to healthcare and energy.
Our Single-Source approach to content development delivers the information you need when and where you need it.
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22% savings in one project
Documents with errors
or omissions
Tools People
Process/ Procedure/ Policy
Training
Experience
Discipline
EpicNot familiar with
writing standardsMTBI
Writing SkillHow to identify
need for training?
Not all docs are edited
Editing consistency
Decisions on what gets edited
Number of editsper release
Nobody is perfect
Different interpretations
Project schedule do not allow for editing
Writers rushing Editors rushing
Standards documents
Useability
Some standards are open to interpretation
Not everything is covered
(Table capitilization)
Relationship with NCDS is not great
What is the priority of the NCDS?
No guarantee editing mark-up is implemented
Editing- legacy vs. new material
Formatting
Text
Tables
Frame
Template issues
Some older templates do not adhere to NCDS
Special characters
Page 1
Innovatia Inc. - Confidential Documentation Errors and OmissionsCause & Effect
March / 2007Cause & Effect- Editors
ProductKnowledge
Timing of training
Orientation inconsistent
Not experimenting with systems
Competence
Work Ethic
Resource Availability
Remote vs. On-site
Roles and responsibility
TL focused on PM work
What should people be doing?
Inconsistent application
of roles
Motivation
RewardsConfrontationalrelationship
AccountabilityExpectationsToo many hats
Lab writing some
procedures
NCDS
Diff. S/W versions (Adobe)
Lab equipment
scheduling
stability 3rd Party
equip. suppliers
Pagination is wrong
Not following same template
Less structured
Cannot view docs(not WYSIWYG)
Graphicswrong
QA checklist are outdated
Authors have no link checking software
Difficult to get right information from CR’s
Bandwith to Nortel undersized
Time required to registered and check documents
VPN timeouts
E3 DCAM
PDF time too high
Connection issues
Timeouts
Timeouts
Timeouts
Whichtemplate?
Technical Accuracy not Priority
Lab not involved soon enough Lab chasing writers for documents
Project Churn & Delays
Poor project planning
ScopingRisk and Issue mgmt
Poor communication between groups
No clearly defined processes
Lab submission process
Roles & responsibilities
inconsistent
Testing too soon?
Pressure to pass documentscontaining errors
Project Management
Prioritization (fixes vs. development)
Missing File informationInspection is never perfect
Last minute changes to docs.
Copyright statements are different
Management of Inputs
Constant change or customer processes
Must get information from IPT meetings
Standards areover complicated
Many exceptions to standards
Poor change management
On-site- access to OEM Staff (+/-)
Access to Lab
Timing of receiving info from Nortel
Incomplete specifications
SME access
Not having features at BR
Innovatia invests in continuous process improvementto deliver high value solutions to our clients.
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“If you need talented and innovative people, look no further. “Thanks” doesn’t seem enough for all your help!!”
- Jim Hill, Global Manager Physician Training and support at AMO
Project: Changes and improvements to AMO Learning Management System
Innovatia knows that it’s ALL about our customers.
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Innovatia knows that it’s ALL about our customers.
“[Innovatia] supplied excellent service from initial contact through work assessment, proposal, contract negotiation and completion which were achieved both on schedule and budget.”
- Sam Ellis, VP Operations at TenXc wireless
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“We have outsourced training development and delivery to Innovatia, who has a reputation for excellence in training and service. This will allow us to better serve our customers and focus on product and solution development.”
- Stan Chilton, Senior VP of Operations at Movius Corporation
Project: Preferred training development and delivery provider for Movius Corporation
Innovatia knows that it’s ALL about our customers.
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Innovatia knows that it’s ALL about our customers.
“The goal of any company leveraging an outsourced center is to have that provider become a seamless extension of their business model. I think it’s safe to say that Innovatia has both met and exceeded that goal.”
- Steve Keylor, Nortel Networks
Project: Tier 0 – Tier 2 Technical Support Services for Nortel Networks
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Innovatia knows that it’s ALL about our customers.
“You guys have done a really stellar job in terms of Customer Experience. You have the best documentation of any Logitech product, have put in the most hours of customer testing and no doubt have customer support as primed as they could be.”
- Glenn Rogers, Logitech Director of Customer Experience
Project: Interactive Feature Guide for new product launch for Logitech
• Contractual
• Solution
• Pricing
No one knows what the road ahead brings.
Innovatia will help you with our flexible win win track record.
Innovatia has the flexibility and scalability to meet organizations ever evolving business requirements.
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The Innovatia team includes highly skilled information development professionals.
• Project Managers
• Process Engineers
• Information Architects
• Information Developers
• Instructional Designers
• Technical Specialists
• Graphics Designers/Artists
• Business Analysts
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The Innovatia executive will ensure your satisfaction and project success.
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Thank you.