Case Studies on Creating Operation Manuals and Implementing CMS (Author-it) Consulting

 

Request from Edison Corporation

Edison Corporation　http://www.e-mall.co.jp/　is a company that develops and provides systems for waste generators, management companies, and industrial waste collection, transportation, and processing operators.

In developing the comprehensive management system "Environmental General R" for the industrial waste collection, processing, and recycling industry, you had the following requests.

I want to reduce the number of inquiries to customer support by 30% each month.

We want to reduce the maintenance time of manuals by 80%.

"Environmental General R" is a semi-custom package software, so it was expected that the operation manual could be easily customized for each customer at the implementation site.

Solutions of Human Science

1. Improvement of Productivity

We proposed the adoption of a CMS (Content Management System) as the production environment.

"Author-it *" is a CMS that excels in topic-based content management with an operation style similar to Word.

This improves performance when revising manuals or customizing them for each customer.

By progressing with manuscript production for each topic, we have achieved improved work efficiency, allowing multiple technical writers to simultaneously create a single manual.

2 Improvement of Maintainability

When considering the manual format in 'Author-it', evaluate and analyze the old version of the manual, and design templates that excel in clarity, searchability, and maintainability.

Experienced technical writers have created clear manuscripts on a topic-by-topic basis.

In addition, we have prepared training sessions on maintenance methods (how to operate and manage Author-it) for those in charge of manual maintenance.

* "Author-it" is a product of IDA Corporation.

For detailed information related to this case, please see below.

Creation of Manuals and User Guides

Manual Creation In-house Support Service

Manual Evaluation, Analysis, and Improvement Proposal Service

DITA・CMS

Customer Feedback

All manuals for the old system were created in-house, but they were not utilized sufficiently, and the number of inquiries to customer support did not decrease.

Additionally, since the system is customized for each customer, it has taken time to maintain the manuals for each project, resulting in a situation where we are unable to keep up with the demands.

Human Science Corporation's proposal is focused on efficient operations, and we have gained a thorough understanding of the advantages and disadvantages of adopting a CMS.

I am satisfied that sharing and reusing data by topic has become easier, allowing for smooth revisions and customizations of manuals.

From Human Science representatives

"Environmental General R" is a business system with a variety of functions, so a thorough understanding of the business is required when creating an easy-to-understand operation manual.

The technical writer operated the system under development while receiving lectures on its features from the development personnel, striving to create clear documentation.

In addition, to fulfill the request to customize operation manuals for each customer, we have proposed the adoption of "Author-it" with consideration for ease of maintenance.

We have also enhanced our support system by holding seminars for maintenance personnel to ensure a smooth implementation of the CMS.

We will continue to do our utmost to meet our customers' needs.

Related Services

Creation of Manuals and User Guides

Manual Creation In-house Support Service

Manual Evaluation, Analysis, and Improvement Proposal Service

DITA・CMS