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.

1. © 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 Content
Using A CCMS
Brent Murphy
Hewlett-Packard

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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: brent.murphy@hp.com

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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

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Scope and Scale

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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

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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

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Distributed Technical Documentation Teams
Photosmart
Officejet
LaserJet
Notebook PC
Desktop PC
Calculator
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

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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

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Complexity
On-line Help
User Guide
Accessories & Networking Guide
Reference Guide
Service Manual
Getting Started Guide
Software Technical Reference
Single Topic Documents
E
N
LANGUAGE
(49 languages currently supported)
FR DE CHJA HE ES

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Problem ?

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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

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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)

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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

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Solutions

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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

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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

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Examples Of XML
Raw XML (Color used to better see content vs. tagging)
XML in Arbortext Editor (note that you can “see” the graphic)

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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!

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Implementation Of A CCMS

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How The Solution Works
Content
Repository
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 & Manage
Publish
(transformation & formatting)
CHM
HTML
PDF
Extract
Localization Suppliers
XML
1
2
3
4

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Multi-Organizational Content Development
Outsourced English Development Supplier
Outsourced Localization Supplier
Workstations
LaserJet
OfficeJet
Scanners
Business PCs
Notebooks
Software
Internal Development
Content
Repository

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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

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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

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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

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History
October 2009
Vasont 12
Version Upgrade
2001
August 2001
Program Kickoff
2003 2004 20052002 2006 2007 2008 2009
August 2002
System Officially In
Production
September 2002
First Deliverable
Produced from Solution
November 2007
Data Center Migration
October 2003
New Businesses Launched
September 2005
New Businesses Launched
September 2004
Single Source
Next Generation
Launch
May 2008
Vasont 11
Version Upgrade
March 2002
Application Vendor
Selection Complete
April 2007
New Businesses Launched
October 2006
Expanded Outputs
2010
August 2008
New Businesses Launched
March 2009
New Businesses Launched
2011
August 2011
Next Generation
Launch
20001999 2012 2013
January – December 2001
2nd Phase Project
Implementation
January - December
2000
1st Phase Project
Implementation
November 1999
Consulting on
content structure
May 2012
New Business
Launch
March 2013
Vasont ST 2.5
Version Upgrade

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Results

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Pre/Post Cost Comparison
Project 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 Guide
Without CCM - 2002
Development: User Guide $120K
Localization:
20 languages @ $15K ea.,
TMs used
Translation …………………$228K
Project Mgt………….………$027K
Desktop Publishing…...…$045K
$300K
--------------
Total $420K
Color MFP Printer User Guide
With CCM - 2009
Development: User Guide $55K
(70% + content reuse)
Localization:
35 languages @ $3.5K ea.,
TMs used post CCM
Translation …………………$110K
Project Mgt………………….$010K
Desktop Publishing……...$000K
$120K
-------------
Total $175K
Impact
(120K – 55K) + 45K = $110K savings

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Impact: Technical Documentation Team Example

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Results
Productivity 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

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Value Opportunities For The
Future

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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

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Q & A

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Thank you