Support for manual creation for business standardization, conducting manual creation seminars

Background

Docomo Technology Inc. (hereinafter referred to as Docomo Technology, honorifics omitted) is responsible for the development of mobile devices and equipment, wireless devices and core network equipment, and software for maintenance systems that support the communication services of the Docomo Group.

They are actively promoting the efficiency of development operations and work style reform, forming a cross-departmental task force for business improvement, and planning and implementing initiatives for improvement every year.

Customer Requests

I want to organize the know-how of high-performing employees into operational manuals.

②We want to create a manual reliably through a short-term intensive training camp while considering the workload of our employees.

Mr. Yoshioka, a member of the task force, was considering organizing the know-how of high-performing employees into a manual as part of the work style reform, to smoothly transition specialized and personalized tasks to other employees.

However,

・Since it is difficult to create manuals while performing regular duties, we would like to carry out this work in a separate environment from our regular operations.

・It is difficult for participants to review the content of the manuals among themselves because each department conducts its own operations.

・Efficient creation know-how is necessary to create manuals in a short period of time

You had that issue.

In June 2018, amidst such circumstances, you visited our website and made an inquiry.

Solutions of Human Science

To ensure that all participants complete the business manual during the multi-day training camp, we proposed a business organization phase before the camp at the request of the person in charge.

In the business manual, instead of writing the manual all at once, you can efficiently proceed with the creation by first organizing your work and know-how in a visible form.
During the four-day training camp, we conducted practical exercises to create manuals from the perspective of the readers based on the organized work.

<Schedule>

September 2018 Group Training Conducted (1 Day: Basics of Manual Creation and Tips for Organizing Work)

Pre-training assignment period before the training camp in October 2018 (approximately 1 month: business organization, our feedback)

November 2018 - Manual creation workshop held (4 days: Manual completed)

Program Highlights

Support for organizing tasks that are personalized (preliminary issues)

We provide formats to efficiently advance business organization and manual creation.

Share perspectives to objectively assess the quality of business manuals

4. Individual consultations and support from multiple trainers based on each participant's progress

Customer Feedback

I feel that we have been able to lay the foundation for developing our business manuals in the future.

The manual creation retreat was our company's first initiative, but by the end of the retreat, about 80% of participants were able to complete their manuals.
Participants and stakeholders, including their supervisors, have expressed that "it is possible to use the created manuals for business handovers" and "we would like other employees to participate as well."

To be honest, at first, I was worried about how much support we could receive from external parties who did not understand our business content.
However, by inputting the techniques for organizing business from a professional manual creation perspective and tips for creating manuals from the reader's viewpoint, many employees were able to complete the manuals as an output in a short time.
Through this initiative, I feel that we have been able to create a framework for continuously improving our manuals in the future.

We are planning to implement a similar program next year based on internal evaluations. By continuing this cycle, we aim to instill awareness and commitment to manual development throughout the entire company.

From Human Science representatives

This is a program for creating business manuals and providing support for manual creation seminars.

The key was how to visualize and document tasks that require advanced expertise or are personalized.

If a developer writes a business manual based on their own level of knowledge, it can become incomprehensible for readers who are not familiar with the business.
What is important is not whether "the work you are doing is written down," but whether "the other person can proceed with their work without hesitation while looking at the manual."
We first supported you in organizing the necessary information from that perspective.

Business manuals cannot be created once and left as is, so we strive to input a generic approach that allows each company to autonomously cycle through improvements.
Since you plan to continue your efforts in the coming fiscal year, we hope to continue supporting your business improvements from our position as a manual creation company.

Related Services

Creation of Manuals and User Guides