By Jos Taabe, FEI Bringing a vision to fruition: this journey took almost 2 years. The company prepared, defined criteria, engaged stakeholders, tested solutions, and finally chose a CMS. These efforts brought all departments and interested parties to an accepted solution for creating and maintaining technical documentation, which will benefit our end users in completing their jobs and the field engineers in providing customer service. During this session, we will discuss: --How I prepared our international company for the implementation of a globally accepted Content Management Strategy. --What criteria were used during the journey. --How these criteria covered the information needs of the project stakeholders. --How the best application solution for FEI needs was chosen. --The current status of the initiative.

1. The Bumpy Road to
Selecting a CMS in a Truly
International Environment

2. FEI Company Overview
The World needs Answers
With more than 60 years of innovation and leadership, FEI enables customers to
find meaningful answers to questions that accelerate breakthrough discoveries,
increase productivity, and ultimately change the world. FEI designs, manu‐
factures, and supports the broadest range of high‐performance microscopy
workflows that provide images and answers in the micro‐, nano‐, and picometer
scales.
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Confidential
Combining hardware and software expertise in
electron, ion, and light microscopy with deep
application knowledge in the materials science, life
sciences, electronics, and natural resources markets,
the worldwide FEI team of 2,700+ employees is
dedicated to customers' pursuit of discovery and
resolution to global challenges
http://www.fei.com

3. FEI Company Overview
The World needs Answers
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Confidential

4. About me
• Jos Taabe
• Leading Global Technical Training &
Documentation team at FEI
• 33 team members over 4 locations
• Approx. 700 Field Service Engineers are
my customers
• Service oriented
My motto:
Keep it simple
• https://nl.linkedin.com/in/jos‐taabe‐
2a942b12
• Jos.taabe@fei.com
6/25/2016
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Confidential

5. Organization structure
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Confidential
Global Technical Training & Documentation
WW Admin
WW Train Dev
WW Doc Lead
Training delivery
Documentation
creation & maintenance
Admin*
Brno ‐ team
Maintenance
Training
creation & maintenance
Admin*
SH – team
Maintenance
Training delivery
Central Service Organization
Global Operations
Documentation
creation & maintenance
Admin*
Training delivery
Maintenance
Training
creation & maintenance
HBO ‐ team
Documentation
creation & maintenance
Admin
Training delivery
EHV ‐ team
Maintenance
Training
creation & maintenance
Operation Engineering

6. Problem
statement
Piece of the puzzle:
Problem statement
1
2
4
53
6
7

7. Piece of the puzzle:
Problem statement
FEI Field Service Engineer is not supported by
accurate, easy accessible product documentation
• Tech Support Engineers:
– writing and updating work‐instructions
• Technical writers:
– Maintain templates in Adobe Framemaker
– Manage doc request & doc status using MS Excel
– Publish documents & manuals to Field Service Engineers
• No global aligned process and coordination

8. Problem
statement
Preparation
Piece of the puzzle:
Preparation
1
2
5
4
3
6
7

9. Piece of the puzzle:
Preparation
Prepare to move to:
Enable the right information for the right person
at the right moment
• Define SCOPE of project
• Define your baseline
• Define requirements based upon needs
• Do not involve possible vendors yet!

10. Piece of the puzzle:
Preparation
• Conducted internal research to define
requirements
• Translated interview results into
application/system requirements with help of
independent consultant
• Added must have, should have to
requirements
• Validated end users input

11. Problem
statement
Preparation
Communication
Piece of the puzzle:
Communication
1
2
3
4
5
6
7

12. Piece of the puzzle:
Communication
Setup governance structure
• Define your sponsors
• Define stakeholders
• Define steering committee
• Define the project team
Perform stakeholder analysis
• Define communication plan according defined
governance structure

13. Piece of the puzzle:
Communication
Stakeholder analysis
Name Degree of
influence
Degree of
Impact
Current
adoption
Required
buy‐in
Delta
X 5 5 2 5 3
Y 2 5 1 5 4
1 ‐ Very Low
2 – Low
3 – Medium
4 – High
5 ‐ Very High
1 – Awareness
2 – Understanding
3 – Acceptance
4 – Commitment
5 – Advocate

14. Problem
statement
Preparation
Communication
Processes
Piece of the puzzle:
Processes
1
2
4
3 5
6
7

15. Piece of the puzzle:
Processes
Prepare Develop / Maintain Finalize
• NPI
• Modular
projects
• ECR
• Field
comment
• Factory
comment
Trigger
Implement
Service:
Service CD
Factory:
Manu. Flow
FSE laptop
Publisher
Technical Communications DepartmentTechnical Communications Department
Plan
&
Define
impact
Prepare
doc structure
& prefill
with content
Contributor
NPI
Contributor
Sustaining
Assemble
Manuals &
WI
Publish Central
database
(TeamCenter)
TechWriterTechWriter
Early involvement
SME
TechWriter
Create, maintain, check content &
structure:
• SME focus on content
• TechWriter focus on structure
Reviewer
Topic
repository
Stylesheet
storage
Applicable
Topics to
Doc structure
Content
Admin

16. Problem
statement
Preparation
Vendor
selection
Communication
Processes
Piece of the puzzle:
Vendor selection
1
2
4
53
6
7

17. Piece of the puzzle:
Vendor selection
• Invited possible interesting vendors to map
their solution on our requirements
• Internal review on vendors feedback
• Created a vendor short list
• Initial meetings with shortlist vendors
• Look at their support model!
• Contact their customers

18. Problem
statement
Preparation
Vendor
selection
Vendor
demo’s
Communication
Processes
Piece of the puzzle:
Vendor Demo’s
1
2
4
53
6
7

19. Piece of the puzzle:
Vendor Demo’s
• Invited 2 vendors off choice for product demos
on site
• Invited the major stakeholders to join
• Identified 4 key area’s
• Added weighing factor
• After demos asked the stakeholder to fill in their
scores
• Consolidated all scores
• End score leads to preferred application

20. Piece of the puzzle:
Vendor Demo’s
Key areas
(Each individual requirement is part of one
of the areas below)
Weighing % Vendor A Vendor B
User Experience 20% 8 12
Total Cost of Ownership
(over 3 years)
30% 13 17
Functional requirement fit
(incl Out of the Box and those requiring
Development)
20% 9 11
Integration 30% 18 12
TOTAL 100% 48 52
Vendor weighing;
6 out of 10 prefer Vendor B
2 out of 10 prefer Vendor A
2 out of 10 no preference (not included)
2 6

21. Problem
statement
Preparation
Vendor
selection
Vendor
demo’s
Communication
Processes
Solution
Piece of the puzzle:
Solution
1
2
4
53
6
7

22. Piece of the puzzle:
Solution
• Selected vendor and application based upon end
score and demo
• Get buy in from IT
• Formulated a Scope of Work
• Set up project; used 3 phases
• Key people in my team receive training on the
application
• Created sandbox environment to play
• Start from here…..

23. Thank You

24. Questions