The early stages of the growth of a technical writing function in India. Successes and challenges in globalization. Keynote at STC India Conference, Hyderabad, India, December 2005

1. “Written in India”@Lucent Technologies
Christine Troianello,
Director Lucent Technologies
Information Products & Training Organization
December 16, 2005
1

2. Agenda
 Globalization
 Lucent Technologies in India
 “Written in India”
– Lucent’s Approach
– Key Priorities
 Success Factors
 Challenges
 Experiences
 The Future in India
 Recommendations
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3. Globalization
 Lucent Technologies is increasing its global footprint
– Closer proximity to global markets
– Maximize benefits from strengths and talents of workforce globally
– Strengthen cost competitiveness
 India is a key country for Lucent
– Important market
– Cost competitive
– Advanced technology skills
– Widely available English language skills
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4. Lucent Technologies in India
 Established and growing in India:
– Large embedded, nationwide base
– India’s Government and service providers selected
Lucent
– More than 1500 employees in 9 locations in India
 India is a leading R&D center for Lucent
 Lucent is building a strong presence with the Information
Product and Training Organization in Bangalore
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5. IP&T Information Products and Training

6. Global Information Development Centers
IP&T
Region Sep-05 Sep-06
EMEA 25% 23%
UK: Swindon Germany/Netherlands:
Nuremberg/Hilversum
Poland/Russia:
Bydgoszcz/St.Petersburg
China: Beijing, Shanghai,
Japan: Tokyo
US:
Alameda, CA IP&T
Winston Salem, NC Region Sep-05 Sep-06
Columbus, OH APAC 1% 4%
Lisle, Naperville, IL
Phoenix, AZ India:
Westford, Marlboro, MA Brazil: Mexico: Bangalore
Whippany, Holmdel, NJ Campinas Mexico City
IP&T IP&T IP&T
IP&T Region Sep-05 Sep-06
Region Sep-05 Sep-06 Region Sep-05 Sep-06
NAR 61% 50% CALA 1% 1% APAC 12% 22%
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7. “Written in India” – Lucent IP&T
 Development of documentation and training for a wide
range of products in all stages of the lifecycle
 Technologies: Network Management, Data Networking,
Wireless Communications, Applications Solutions, Optical
Networking
 Currently 3 teams (40 information developers) developing
documentation and training
 1 team delivering customer and internal training in the
Bangalore training center
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8. “Written in India” – Lucent IP&T
Key Priorities
 Customer Satisfaction: Continuous benchmarking
against best in class competitors
 Standardization and Consistency
– One “look and feel”
– Common processes and methodology (including Information
Mapping and Minimalism)
– Common, XML based tool set (EPIC editor and XML based
automated formatting and production environment)
– Increased re-use
 Developing people, skills and global collaboration
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9. Success Factors
Overarching success factor (vision) for
Technical Writing/Information Development
“Enabling user performance”
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10. Success Factors
 Centralized functions
 Regional alignment
 Creation Services support
C r ea tion Dir ec tor
IP & T
S en ior M an ag er S en ior M an ag er S en ior M an ag er C rea tio n S erv ic es
N A W e st N A E a st In te r na tio nal (c en traliz ed)
T e am 1 T e am 1 In dia T ea m 1
–User and Task Analysis
T e am 2 T e am 2 In dia T ea m 2 –Performance Technology
–Editing
T e am 3 T e am 3 In dia T ea m 3
–Standardization
... ... o th e r te a m s ... –Information Architecture
–Development Process
–Translations/Localization
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11. Success Factors
 Highly qualified staff
 People development:
– Continuous training
– Competencies and learning paths
– Mentoring
 Consistent processes globally
 Well planned project transitions
 Collaboration models
 Supporting User/Task Analysis
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12. Challenges
 Writing for global markets
– Limited access to target markets and end users
 Geographical distance between teams
– Global collaboration (time zones, cultural awareness)
– Access to development centers (labs, experts)
 Perceptions of “off shoring” in established teams
 Standardizing language and communication style
 Volatility of the labor market
 Increasing cost
 Infrastructure limitations
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13. Experiences – Lucent IP&T
 Planned projects are being successfully transitioned
 Quality levels consistent
 Identifying the right talent takes time
 In-house approach preferred due to benefits from higher
skill and experience levels
 Centralized support (Performance Technology, Editing,
Tools Support, Project Management) is important
 Invested time educating our corporate human resources
about technical writing profession
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14. What is the future for Lucent IP&T?
 IP&T plans further growth (doubling the team size in 2006)
 Adding information development for new product areas to be
supported:
– Aligned with R&D activities in India
– Increasing support of other R&D locations
 Adding additional Information development functions, e.g.
– Project Management
– Tools/Platform Support
– Performance Technology
– Training development
 Grow expertise across the product portfolio and the process phases
(end-to-end)
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15. Recommendations
 Advanced/comprehensive skill set is important
– Support all process stages
– Best practices and methodologies (Information Mapping,
re-use, user/task analysis, design,etc.)
– XML based tool set supporting re-use and collaborative
development
 Collaborative/Cross-Cultural Development – gaining
greater exposure both within the region and globally
 Continuous training and development
 Maintain competitiveness
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16. Questions
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