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In this case study, Brent Murphy, Business Manager for Hewlett-Packard, shares his experience regarding the value proposition of implementing and utilizing the Vasont CMS to manage technical documentation for a global audience. Starting in 2001, HP and Vasont Systems began a journey to implement a component content management solution within HP that would meet their global technical documentation requirements while adding value back to the company. Brent explores the value propositions that were put forth when the project began and shares what value propositions have been realized over the past ten years. In addition, he will also examine and share those value propositions that exist today and how companies who utilize a CMS can benefit from these opportunities. Go to https://www.vasont.com/resources/case-studies.html to view the highight reel of this case study webinar presentation.
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Gaining Value From Global ContentUsing A CCMS
Brent MurphyHewlett-Packard
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
About The Speaker
Brent Murphy• Operations Manager, Hewlett-Packard
Company
• 16 years of content management experience
• 12 years of XML component content management experience
• Resides: Boise, Idaho
• Email: [email protected]
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Introduction
• Will share HP’s story regarding the value proposition of implementing and utilizing a CCMS to manage technical documentation for a global audience
• Will also examine and share thoughts on additional value propositions that exist today and how companies who utilize a CCMS can benefit from those opportunities
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Scope and Scale
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
Hewlett-Packard Company
HP Fast Facts
• Hewlett-Packard Company (NYSE:
HPQ)
• Headquarters: Palo Alto, California
• HP serves more than 1 billion
customers in more than 170
countries on six continents
• HP has approximately 349,600
employees worldwide
• HP’s 2012 Fortune 500 ranking: No.
10
• HP’s revenue for the four fiscal
quarters ended October 31, 2011:
$127.2 billion
Did You Know?
• We ship more than 1 million printers per week
• We ship 48 million PC units annually
• One out of every three servers shipped worldwide is from HP
• HP Software makes calls possible for more than 300 million mobile phone customers around the globe
• HP helps 50 million customers store and share over 4 billion photos online
• HP supports the top 200 banks and more than 130 of the world’s major stock exchanges
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
Learning Products
Learning products include (but are not limited to):• Software and hardware installation instructions• Help systems• Product operating instructions• Troubleshooting guides• Service manuals• Training curriculum
Learning products are produced by HP Technical Documentation teams
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
Distributed Technical Documentation TeamsPhotosmart
Officejet
LaserJet
Notebook PC
Desktop PCCalculator
Monitor
Cloud Services
• 5 Major Business Groups
• Technical documentation teams aligned with individual product lines
• Each technical documentation team has its own budget and deliverable accountability
• Technical writers company wide - Approximately 1K
• Additional resources – Subject Matter Experts, Project Managers, Translators, IT Engineers, Trainers, Support Leads, Editors
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
Scope• HP Technical Documentation teams
specializing in different types of products (hardware & software)
• Aggregates independent technical publication teams who simultaneously produce learning products deliverables for different product lines
• HP solution for building learning products
• Global footprint (individual usage within 24 different countries)
Officejet Printers
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
Complexity
On-line Help
User Guide
Accessories & Networking Guide
Reference Guide
Service Manual
Getting Started Guide
Software Technical Reference
Single Topic Documents
DE L
IVE R
AB
LE(e
xam
p les
per
pro
duc t
)
EN
PDFPrint
HTML
FORMATNot Inclusive
LANGUAGE(49 languages currently supported)
FR DE CHJA HE ES
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Problem ?
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The Problem• Manually intensive technical writing processes
• Escalating English development costs ($200K per project)
• Escalating localization costs ($1M per project)
• Escalating desktop publishing costs (expanding language set – 49 languages supported today)
• Standard tools unable to support all languages (e.g. Hebrew, Arabic, etc.)
• Rampant growth in the number of product introductions
• Shorter product development life cycles
• Rampant rewriting of content – inconsistent customer experience along with poor content usability
• Inefficient use of resources
• Bundling
• Recognized need to focus more on the value of the content versus the appearance. Less time on formatting – more time on topic based authoring
• Plug & Play rendering capabilities (easier expansion of deliverables by no longer being application dependent
• Broad production base – needed consistent repeatable process for multiple vendors
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12
Business Goals (Our Initial Value Proposition)Cost Savings And Impact• English development, localization, production/publication (desktop publishing)
Process Efficiencies• Increase number of deliverables while maintaining budget and resources• Increase number of localized languages while maintaining budget and resources• Cycle time savings – increased time-to-market• Process and content leverage efficiencies downstream
Improvements In Customer Satisfaction• Total Customer Experience (TCE)
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
Strategy: Utilize best in class component content management as an HP competitive advantage
Business Strategies
A Content Management Solution Which: • Optimizes content reuse• Meets the business output deliverable requirements• Meets the business localization requirements• Optimizes content leverage to partner organizations• Is available to all organizations• Can grow to meet anticipated future business needs
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Solutions
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The Solution • Required a standardized markup language. We chose XML (produce content that is application independent)
• Module based architecture where different applications could be swapped easily (e.g. Xmetal, Arbortext, Oxygen, RenderX, AntennaHouse)
• Utilization of best in class applications for authorizing and production
• Phased production environment (authoring, storage/reuse, translation & localization, formatting/rendering) XML allows us to move content from one phase to the other seamlessly. Each phase is independent
• Eliminate content conversion costs in the future through XML (proprietary content formats holds you hostage to technology)
• Flexibility to use new delivery mechanisms if needed for new output
• Single sourcing of content in order to deliver to multiple learning products
• Consistent content utilized by multiple deliverables in order to improve the customer experience
• Industry standard provides broader base of vendors and technology to choose from
• XML is Unicode based which makes it efficient at identifying localized content
• Staged approach to implementation (Desktop publishing solution provided cost savings used to implement CCMS
• Vasont in combination with other applications gave us all of the requirements needed
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16
What Is XML?
eXtensible Markup Language: • Is a markup language that places identification and structure on content
• Consists of intermingled character data and markup
• Is similar to HTML, except that XML tags and structure do not conform to a universal standard. They can be defined according to the needs of the organization
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
Examples Of XMLRaw XML (Color used to better see content vs. tagging)
XML in Arbortext Editor (note that you can “see” the graphic)
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18
What Are The Benefits Of XML?• XML separates content from output form, so the same content can be applied
to different outputs such as PDFs, HTML, help files, and more!
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Implementation Of A CCMS
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
How The Solution Works
ContentRepository
Translate
• Edit or assemble content from; or write new content to the repository
• Writers use XML authoring tool• Content structure defined by
XML DTD• Enables 60%-90% reuse
• Content flagged for localization and returned to repository
• Localized content “twinned” with English in repository
• Translation Memories enable additional leverage
• Component content organized in a custom navigation structure
• Provides version control• English and localized content stored• Multiple collections
• Automated conversion of content into different deliverable types
• Eliminates 50%-90% manual desktop publishing costs
• XSLT Stylesheets determine deliverables (User Guide, Ref Guide, Online Help etc.)
Format
XML
Author
Store & ManagePublish
(transformation & formatting)
CHM
HTML
Extract
Localization Suppliers
XML
1
23
4
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
Multi-Organizational Content Development
Outsourced English Development Supplier
Outsourced Localization Supplier
Workstations
LaserJet
OfficeJet
Scanners
Business PCs
Notebooks
Software
Internal Development
ContentRepository
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Content Structure• Proprietary and patented
content structure specifically designed to meet HP Technical Documentation requirements
• Optimized for content development, content reuse, localization and in-box deliverable production
• Extensible model to accommodate new content and deliverable business requirements
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23
Business Process Perspective
CCMS business process support
• Content development, kernel management, localization hand-off, production processes
• CCMS business production contingency services
• User advanced documentation and comprehensive training
• CCMS operations support• Business process analysis
Content development process Artifact submittal process Advanced documentation
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.24
Development Perspective• System, information and
application architecture modeling• XML / XSL rendition and output
composition • Agile application development
and customization in XSLT, Java, ACL, JavaScript, C#, VB.NET, Python, SAXON, DOM, SAX APIs
• Source code, software version, artifact, development and build management
• Quality assurance (system testing) and system documentation / training
Source code management XSLT development environment Java development environment
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.25
History
October 2009Vasont 12
Version Upgrade
2001
August 2001Program Kickoff
2003 2004 20052002 2006 2007 2008 2009
August 2002System Officially In
Production
September 2002First Deliverable Produced from
Solution
November 2007Data Center Migration
October 2003New Businesses Launched
September 2005New Businesses Launched
September 2004Single Source
Next Generation Launch
May 2008Vasont 11
Version UpgradeMarch 2002Application
VendorSelection Complete
April 2007New Businesses
Launched
October 2006Expanded Outputs
2010
August 2008New Businesses
Launched
March 2009New Businesses Launched
2011
August 2011Next Generation
Launch
20001999 2012 2013
January – December 2001
2nd Phase Project Implementation
January - December 2000
1st Phase Project Implementation
November 1999Consulting on
content structure
May 2012New Business
Launch
March 2013Vasont ST 2.5
Version Upgrade
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Results
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.27
Pre/Post Cost ComparisonProject Savings
• Development of one 220 page User Guide• Purple = CCM Impact ($110,000 savings per product manual with 15 additional languages
added)Color MFP Printer User GuideWithout CCM - 2002
Development: User Guide $120K
Localization:20 languages @ $15K ea., TMs usedTranslation …………………$228KProject Mgt………….………$027KDesktop Publishing…...…$045K
$300K--------------
Total $420K
Color MFP Printer User GuideWith CCM - 2009
Development: User Guide $55K(70% + content reuse)
Localization:35 languages @ $3.5K ea., TMs used post CCMTranslation …………………$110KProject Mgt………………….$010KDesktop Publishing……...$000K
$120K-------------
Total $175K
Impact(120K – 55K) + 45K = $110K savings
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.28
Impact: Technical Documentation Team Example
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.29
ResultsProductivity Gains
• Increased the number of Technical Documentation deliverables on reduced budgets and resources
• Saved 4-6 weeks of cycle time used by the lab for product development • Solution manages 120.7 million unique components of which 86% are
reused
Cost Savings -- $62M+ To Date (FY02 – FY12)• 40% cost savings per business upon implementation• Ongoing cost savings annuity• Automated formatting & conversion eliminates manual desktop publishing• Content reuse (English & Localization)
Improved Quality• Starting content development later means more time for product designs
to solidify, fewer changes, higher quality• Reuse has improved the consistency of English and Localized content as it
is utilized throughout the content value chain
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Value Opportunities For The Future
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The Future• Expand the scope of content and
information you can manage (integrating consistent information)
• Enable the delivery of information in many different ways (web, mobile, hardcopy). Efficient way to deliver information to numerous endpoints and formats in automated fashion.
• Expansion across functional organizations (e.g. training, marketing, support, legal)
• Shared resources• Enabling higher productivity by your
existing resources• Broader set of application solutions to
draw from• Ability to keep content fresh and updated
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.32
Q & A
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you