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Delivering Service Efficiency Through the Implementation of a Unified Global Information and Learning Strategy
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Delivering Service Efficiency Through the Implementation of a Unified Global Information and Learning Strategy


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In 2008, Elekta launched its Global Information Management (GIM) project across its three core Business Areas in the UK, Sweden, and the U.S. for the development of structured XML information, managed …

In 2008, Elekta launched its Global Information Management (GIM) project across its three core Business Areas in the UK, Sweden, and the U.S. for the development of structured XML information, managed in a component content management system (CMS). Building on this infrastructure, we are implementing a unified global information and learning strategy that can deliver service efficiencies, such as faster troubleshooting, increases in correct fault isolation, and fewer errors in remove, replace, and check procedures.

Taking advantage of developments in CRM and Lifecycle Engineering projects enables us to integrate our information development processes in the engineering domain, where product reliability data and the knowledge and experience of our engineers can drive our information strategy. Using data from the field, we target our information delivery to meet specific information needs, where measurable results affect the bottom line.

Additionally, by collaborating and aligning strategies with Learning Development gives us the ability to deliver a blended, interrelated, rich and dynamic information experience, which includes topic-based product information, related knowledge base articles, short learning videos, social collaboration tools, and augmented reality applications for internal and external customers, service engineering and clinical staff, provides.

This presentation explores the route we took to implement our unified global information and learning strategy, how it now fits into our landscape of enterprise Service Information Systems, and how we can use it to deliver industry-leading service efficiency. We also look to the future – to the rise of mobile technology and how we may need to adjust our strategy to stay relevant – as it brings many challenges and opportunities.

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  • 1. Delivering Service Efficiency… …through the Implementation of a Unified Global Information and Learning Strategy Nick Rowlands, Information Systems Architect May 2014
  • 2. Nick Rowlands, Information Systems Architect at Elekta Nick joined Elekta in October 2005, bringing over 20 years diverse experience in several areas of Technical Publications and Corporate Communication in the Medical Device, Automotive Electronic, Semiconductor, Power Generation, and Defense industries. As Information Systems Architect he is responsible for project managing Elekta's Global Information Management (GIM) strategy to implement Simplified English, DITA Structured XML Authoring, and the Component Content Management System in the global Technical Documentation and Media Services departments in the UK, Sweden, Netherlands, China, and the US.
  • 3. About Elekta • World leader in clinical solutions for image-guided radiation therapy and stereotactic radio-surgery • Sophisticated, state of the art, radiotherapy medical systems and workflow enhancing software across a spectrum of cancer care • Give radiation oncologists and neurosurgeons the capability to treat tumors and functional diseases with ultra-high precision while sparing healthy tissue
  • 4. Elekta acquisitions 1972 Elekta was founded 1997 Philips Radiation Therapy Division 2006 (80%) of Beijing Medical Equipment Institute (BMEI) 2007 3D Line 2010 Resonant Medical 2011 Nucletron 2008 CMS 2005 • IMPAC Medical Systems • Medical Intelligence 2012 Radon 2003 Neuromag
  • 5. About Elekta Every year… • Over 1,000,000 patients receive treatment with radiation therapy and radiosurgery equipment from Elekta • Whereof 70,000 patients undergo Gamma Knife® surgery Every day… • 100,000 patients receive diagnosis, treatment or follow-up facilitated by software systems from Elekta companies Elekta Neuroscience Elekta Oncology Elekta Software Elekta Brachytherapy
  • 6. Global Information Management 2008
  • 7. Automated exchange of local- language information
  • 8. Authoring Draft Edit Verify Approved Published Localization Translate
  • 9. increased TMleverage 65% 55% from to
  • 10. i n t e r n a l Transactions cost reduction 85% 60%between and
  • 11. e x t e r n a l Transactions overhead cost reduction 35% 45%from to
  • 12. global implementation metrics
  • 13. topic development metrics
  • 14. target tracking metrics
  • 15. dita cms content statistics
  • 16. 121 084* * Including localized content
  • 17. potential TXsavings between 40% a n d 75% initial translation savings approx. 25%
  • 18. meet the challenges; it’sNOTall plain sailing many challenges you will reap the benefits
  • 19. enabling technology that facilitates the sharing of information across different systems… XML
  • 20. experiences that exceed user expectations GIM socialWebplatform
  • 21. NO!
  • 22. rich and dynamic information experience
  • 23. unsurpassed ACCESSIBILITY to targeted information
  • 24. improved UX from In-product ContextualHelp
  • 25. integration and ticket knowledge base support
  • 26. mechanisms and feedback behavioural analytics customer
  • 27. IETMmethodologies leverage
  • 28. information INNOVATIONS drive service efficiency
  • 29. increased user PERFORMANCE reducedneed for training
  • 30. 35% errors FEWER 90% preferelectronic media
  • 31. 24%troubleshooting FASTER 100% vs. 25% fault isolation success
  • 32. what could this mean to Elekta
  • 33. 2007 2008 2009 2010 2011 2012 2013 Annual labor costs for spare part removal and replacement in £ Millions 3.5 5 5.25 5.65 6.1 6.7 7.1
  • 34. £700k 10% reduction could save Elekta peryear
  • 35. Collaborating and aligning strategies between Technical Documentation, Learning Development, and Localization Services GILS GLOBAL information and learning services
  • 36. develop reuse and share topics and learning objects across i n f o r m a t i o n d e l i v e r a b l e s
  • 37. integrate information design, development, & delivery inthe Engineering domain
  • 38. learning shorts £500 development £25,000 potential saving
  • 39. The rise of mobile technology brings many challenges and opportunities
  • 40. Infographics courtesy of
  • 41. Infographics courtesy of
  • 42. …isn’t there an APP for that!
  • 43. …our next challenge adaptivestrategy for information… adaptive
  • 44. Thank you