Before and After Implementing a Content Management System: My Experience At GE Healthcare

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Presentation delivered at DocTrain East 2007 by Jeanette Eichholz, GE Healthcare -- Your department will never be the same after implementing a content management system (CMS). Things your writers wouldn’t let go of are forgotten without a backward glance. And, management won’t even remember having to explain the huge translation budget.

Winning your team over is the most important challenge you will face as you implement a CMS. Let’s face it, change scares everyone. Do your writers cling to owning documents from start to finish; to seeing the pages as they’re writing; to touching the paper and viewing the CD upon completion? And, is management bravely running away from the costs you’re putting in front of them to implement the new paradigm that is content management? Understanding the differences before and after implementing a CMS will help you calm everyone’s fears and help them to prepare for-- and look forward to—the implementation.

If you know what these differences are, and the cost benefits you will derive, you can avoid encountering apparently unconquerable hurdles during this transition. But more importantly, you can more easily win over your entire team if you understand the before and after picture very clearly.

In this Management Summit session you will learn about:

* Individual vs. collaborative team writing processes
* Redundant content vs. content reuse strategy
* Expensive program costs vs. sharing costs between teams
* Multiple translation memories vs. leveraging a translation memory between teams
* Manual vs. automated publishing tools
* Unstructured vs. structured Writing
* Unique publications (for training, tech pubs, marketing) vs. repurposing content between teams
* Working in your own “bubble” vs. partnering on writing projects
* Unique templates and processes vs. creating common style guides and SOPs
* Paying extra for saying something 10 different ways vs. controlled writing
* Inconsistent content vs. increased accuracy, consistency, and quality

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Before and After Implementing a Content Management System: My Experience At GE Healthcare

  1. 1. Before and After Implementing a Content Management System My Experience at Jeannette Eichholz GE Healthcare Clinical Systems Ultrasound
  2. 2. Economic Imperative When Global MUST Control Costs Launch Products Simultaneously Meet Global Regulatory Requirements With Flawless Execution / 30 GE Healthcare / 10/22/2007
  3. 3. Benefits of Implementing CMS • Reduced overall translation costs by 50-60% • Shipped on-time at Product Launch • Reduced cost per word of translation cost • Increased market coverage • Established global collaborative writing process / 30 GE Healthcare / 10/22/2007
  4. 4. Paradigm Shift From • Writer-owned, independent writing silos To • Collaborative team, shared content environment Writers perceive this as a loss of control, a loss of ownership, a loss of creativity – in the beginning. / 30 GE Healthcare / 10/22/2007
  5. 5. “Before” Scenario, without CMS • Writing Silos – Mfg Centers in US, Japan, Korea • Used tools where sharing or single sourcing was impossible • Content / Templates started out the same, but diverged over time • New acquisition assimilation difficult • Difficult to launch globally on time with all translations / 30 GE Healthcare / 10/22/2007
  6. 6. Documentation, circa 1999 L700 L500 L400 L200 L100 A Unique Documentation Help Set was Created for Each Ultrasound System Paper CD-ROM / 30 GE Healthcare / 10/22/2007
  7. 7. Redundant, Cumbersome, Expensive L700 L500 L400 L200 L100 Spanish French German Each Italian Documentation Portuguese Swedish Set was Danish Translated Russian Help Turkish into Greek 10 Languages Paper CD-ROM / 30 GE Healthcare / 10/22/2007
  8. 8. “Before” Budget, without CMS & TM $.25 Per Translated Word Each Page = ~250 Words Or $62.50 Per Translated Page X 1000 Pages = $62,500 X 30 Languages = $1,875,000 (10 languages in 1999, or $625,000) X the number of each manufacturing center’s products (5 products/ 30 in 1999, 16 products in 2007) GE Healthcare / 10/22/2007
  9. 9. “Before” Timeline Software tweaked until product launch. Finish manual after software tweaking done, or at product launch. Start translating at product launch. Ship systems to countries that accept English manuals. Global launch 3-4 months after English launch. / 30 GE Healthcare / 10/22/2007
  10. 10. “After” Scenario, with CMS • 1 Global Collaborative Team • Common Tool Set • Common Template • New Acquisitions Easily Added To Team • Able to deliver on time in all languages on any media, in any format / 30 GE Healthcare / 10/22/2007
  11. 11. User Documentation Paradigm Online Help Collaborative Global Effort Content Management Xslt Via F1 on Scanner System Conversion 1-Step Process Israel Norway Germany US China Paper Docs only on Request Korea VIVID PDFs eDOCs Japan Content 1-Step Process LOGIQ Decrease Cost India 8 Product Content Centers eDOCs Ship Complete (BTO) Structured Electronic SGML Documentation Increased VIVID 7 Translate Consistency EchoPac PC Leveraged VIVID i Translation Memory LOGIQ 9 16 Languages LOGIQ 7 No Desktop LOGIQ 5 Publishing Cost LOGIQ 3/LOGIQ Uno LOGIQ Book LOGIQ Works LOGIQ P5/A5 LOGIQe/LOGIQi/VIVIDe / 30 LOGIQ S6 GE Healthcare / 10/22/2007
  12. 12. “After” Budget, with CMS & TM • Only pay to translate the delta in the database (fuzzy + no matches) • Over the past 7 years, the budget has remained constant, between $250,000-$350,000 • Even though we’ve gone from 10 to 30 languages and from 5 to 16 products • And this $250,000 - $350,000 cost is divided by the number of manufacturing centers • So each manufacturing center pays roughly $70,000 vs ~$1 GE Healthcare30 / / million in 1999 10/22/2007
  13. 13. Reduced Translation Cost Total (LOGIQ Only) in thousands of $1,300 $1,200 $1,100 $1,000 $900 $800 $700 $600 $500 $400 $300 1999 $200 20002001 $100 2002 2003 2004 $0 2005 2006 LOGIQ 700 5 Systems LOGIQ 9 15 Products LOGIQ 500 10 Languages LOGIQ 7/LOGIQ 7 Pro 17 Languages LOGIQ 400 LOGIQ S6 LOGIQ 200 LOGIQ 5 Expert/Pro LOGIQ 100 LOGIQ P5/A5 LOGIQ 3/LOGIQ Uno LOGIQ Book XP/LOGIQe/LOGIQi/VIVIDe / 30 GE Healthcare / LOGIQWorks 10/22/2007
  14. 14. Reached more markets Korean Traditional Chinese Turkish Serbian European Portuguese Icelandic Slovakian Estonian 30.0 Latvian 28.5 27.0 Lithuanian 25.5 Czech 24.0 22.5 Hungarian 21.0 Bulgarian 19.5 18.0 Romanian 16.5 15.0 Dutch Finnish 13.5 12.0 Norwegian 10.5 9.0 Languages Supporte Polish 7.5 6.0 Swedish Danish1999 4.5 3.0 Russian 2002 1.5 0 Greek 2004 Spanish 2007 French German Italian Portuguese Japanese Chinese English / 30 GE Healthcare / 10/22/2007
  15. 15. “After” Timeline Software not tweaked as much toward product launch – but, still exceptions Write continuously until product launch Translate incrementally as content is complete Nearly all content already translated by the time we export the final, complete book Just need to translate a small delta of changes 3 weeks prior to product launch Able to launch globally with all languages (pdf + online help) / 30 GE Healthcare / 10/22/2007
  16. 16. “Before”  “After” Stand-Alone Writers Collaborative Writing Team Author-Controlled Corporate Intellectual Capital Content Controlled “Brand” Identity Tweaked Templates Shared Budget Independent Budgets Common Tools & Processes Assorted Tools Translate Incrementally . Start Translation When Manuals Done Controlled Content Management System Content on Writers’ PCs / 30 GE Healthcare / 10/22/2007
  17. 17. Redundant Content Development vs Shared Content Reuse Strategy • Eliminated Redundant Content Development in Each Manufacturing Center • Develop Reuse Strategy – Plan Yearly • No Duplication of Effort / No Redundancy • New features written by writer where new feature was developed – Migrated to product line as feature added to product’s / 30 GE Healthcare / 10/22/2007
  18. 18. Individual Writing vs Collaborative Team Writing Process • Write Content Once – Reuse Many Times • Write Generically to Fit Multiple Products • Consistent Content – Changes Decided Upon as a Team • Content Easily Migrated Across Product Lines • Content Reviewed Continually / 30 GE Healthcare / 10/22/2007
  19. 19. Expensive Program Costs vs Shared Costs Between Team • Share Template Development Costs (FrameMaker, Online Help, Translated Templates) • Share CMS and CMS Customization Cost • Share Automated Tool Cost • Share Translation Cost • Centralized Control & Management / 30 GE Healthcare / 10/22/2007
  20. 20. Multiple Translation Memories vs Leveraged TM Between Team • No longer unique product documentation sets, generating multiple sets of translation memories -- Now only one set of Core Content • One Core Content • One Core Content Translation Memory • One TM Leveraged across Multiple Products • Consistent, Correct, and Clean TMs / 30 GE Healthcare / 10/22/2007
  21. 21. Manual vs Automated Publishing Tools • Manually created FM Books, TOCs, Indexes, PDFs, Online Helps vs Using automated tools • Now automatically generate FM Books, TOCs, Indexes, PDFs from sgml file • Use Batch File to generate 30 translated files • Online Help auto generated from sgml xml  xslt transformation  html help / 30 GE Healthcare / 10/22/2007
  22. 22. Unstructured vs Structured Writing in a CMS • Controlled Templates • Controlled Content • No more copying and pasting • Change content in one place; updated in every reuse • Assures content integrity • Achieves Brand / 30 GE Healthcare / 10/22/2007
  23. 23. Unique Pub Development vs Re- Purposed Content • Can re-purpose content to be used by Marketing, by Training, Help Desks • Single source content for pdf and chm files Automatic (Not a Separate Effort) • Can re-purpose same content into different manuals / 30 GE Healthcare / 10/22/2007
  24. 24. Working in Your Own Bubble vs Partnering on Writing Projects The Whole is Greater than the Sum of Its Parts • Each writer learns from everyone’s strengths • Together as a team, we accomplish more, cheaper, faster, with increased quality and consistency • Can generate a 1000-page manual as quickly as 2 days, but normally within 2 weeks • Can translate a 1000-page manual into pdfs and online help within 3 weeks / 30 GE Healthcare / 10/22/2007
  25. 25. Unique Templates & Processes vs Common Templates and SOPs • FDA Regulations require that we all follow the same processes and SOPs – Compliant – Increased Quality and Consistency – Verifiable – Repeatable – Cost-Effective • Brand Identity / 30 GE Healthcare / 10/22/2007
  26. 26. Paying Extra to Say Something 10 Different Ways vs Controlled • Refer to Chapter…, See Chapter…, Go to Chapter… • Every word costs $.25 x the number of languages / 30 GE Healthcare / 10/22/2007
  27. 27. Inconsistent Content vs Increased Consistency, Accuracy, & Quality • Consistent Content • Accurate Content • Tested Content • Subject Matter Expert Verified Content • End User Validated Content / 30 GE Healthcare / 10/22/2007
  28. 28. Writers’ Jobs Don’t Go Away, They Evolve • Content Analysis, Metadata Strategy • Reuse Analysis and Strategy • Tool / Techology Selection, Upgrade, Migration • Concise Source Content – Editing Skills, Testing, Verification with SMEs, Validation with End Users • Template, CSS Management, Automated Processes • More Techno Savvy (sgml, xml, sgml, DITA, language encoding, unicode…) • Better, Smarter Writing, NOT More Writing / 30 GE Healthcare / 10/22/2007
  29. 29. / 30 GE Healthcare / 10/22/2007
  30. 30. One CMS with Ongoing Development of Content Objects by 1 Collaborative Writing Team Enabling global content on time – no longer a cost center, but a corporate asset Information becomes capital when it is employed to produce profit. Developing the Content Management System to manage our corporate knowledge assets allows us to easily find, use, and re-use content in a way that maximizes its value to our organization and minimizes the cost to create, maintain, and assemble it for a particular business need. / 30 GE Healthcare / 10/22/2007

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