Case Study on Improving Manuals for Engineers: Promoting the Creation and Operation of User-Friendly Manuals

Mitsubishi Heavy Industries, Ltd. Overview

・Established: 1950

・Capital: 265.6 billion yen

・Number of Employees: Consolidated 77,430, Standalone 22,233

(As of December 2022)

Business Description: Thermal Power Generation System Business

 

 Services Utilized

In-house Manual Support

- Evaluation

- Manual creation seminar

- User Survey

- Supervision of Standardization Rules

- Introduction of new templates (FrameMaker design, migration)

Translation

- Japanese to English / English to Spanish

- Glossary Maintenance

- Translation Memory Maintenance Seminar

Video Manual Creation

 

Background

I want to create a user-friendly manual.

 

Mitsubishi Heavy Industries, Ltd. is a company that leads cutting-edge manufacturing in various fields such as energy, industrial machinery, and plants.

We are globally developing the world's most efficient thermal power generation equipment and solutions for improving the operation of thermal power plants utilizing the latest digital technologies.

 

Mitsubishi Heavy Industries manufactures a control device called "DIASYS" in-house.

The types of manuals used by users and engineers at installation sites such as plants and power stations vary widely, including software, hardware, and specification documents. The volume ranges from 30 to 600 pages per book.

 

*DIASYS (Digital Intelligent Automation SYStem) is

This is a distributed control system (DCS) developed to maximize plant performance and achieve high reliability and operational rates.

http://www.mhps.com/jp/products/control-systems/outline/index.html

 

 

Challenges Before Implementation

I am unsure how to improve the manual.

 

We have experienced the following challenges regarding the usability of manuals for engineers.

There are many voices from the delivery destination and within the company requesting improvements to the usability of the manuals.

"The manual is too voluminous, making it difficult to find the necessary information"

"Various expressions and terminology are used, making it difficult to read"

We want to efficiently produce not only Japanese manuals but also in English and Spanish.

 

To clarify the challenges in improving usability and creating better manuals, you have expressed interest in the "Manual Evaluation" service provided by Human Science and requested a specific service proposal.

 

Reasons for Choosing Human Science

Comprehensive measures and abundant achievements such as manual evaluation, user surveys, and manual production seminars

 

The theme that our customers have felt challenged by is

1. Improve the current quality of the manuals

② Inheriting and revising the improved manual quality

It is.

 

"1. Improve the current quality of the manuals"

Towards achieving that purpose

What challenges does the current manual have?

How can we achieve improvements?

We have proposed a 'manual evaluation' to clarify.

 

We also proposed conducting a user survey to "demonstrate the necessity of manual improvement with specific user feedback in numerical form."

 

On the other hand, in order to achieve the goal of "inheriting and revising the improved manual quality,"

・To enhance the skills of manual creators through the Manual Production Seminar

Standardization measures that inherit quality improvements even during revisions in "Template Creation" and "Guideline Creation".

We have made a proposal.

 

We are honored that you have chosen Human Science, recognizing our approach as the best method for quality improvement and valuing our extensive track record.

 

Implementation Process

First, analyze the current situation through evaluation analysis

Conducted manual evaluation by three evaluators from January to February 2014.

Conducted an analytical evaluation based on approximately 100 criteria-based scoring items. Presented additional scoring items and areas for improvement in a report, comparing them with the target scores for each criterion.

 

Presenting Evidence for Manual Improvement

In February, a user survey was conducted for manual users (approximately 300 people).

We investigated user feedback from the perspectives of accuracy, clarity, searchability, and usability.

 

Skill enhancement and retention at the manual production seminar

Next, a manual production seminar was conducted for 9 manual creation staff members.

Original text was used to address the issues clarified in the manual evaluation.

Active technical writers serve as instructors, adopting both lecture and workshop formats. This approach aims to enhance and solidify skills.

 

Implementation of Standardization: Development of Templates and Rules for Establishment

In May, we supervised the standardization of manual creation rules. We adopted efficient production methods using FrameMaker and advanced the development of templates. At the same time, we established guidelines for the production environment, writing style, and layout design, thereby initiating the operation of standardization measures to continue improving quality. We are still continuing this operation today.

 

Improved Searchability and Revision Frequency through Manual Segmentation

From June to August, we implemented the segmentation of manuals. User surveys revealed that the two main manuals had a large volume of about 600 pages, resulting in poor searchability and revision frequency. We began to split them by function and purpose.

 

Implementation Effects

Significant improvements have been made in terms of the clarity of the manuals, the adequacy of information, and the difficulty in finding information.

We are able to advance efficient production, resulting in cost reduction effects in manual maintenance.

Standardization measures for inheriting quality improvement have been established and are currently being continuously implemented.

 

Evaluation of Human Science Co., Ltd.

Starting with the initial request to "improve the usability of the manual," we have been able to steadily advance specific improvement activities.

In addition to manual evaluation and standardization measures, we are now also accepting requests for translations in English and Spanish, allowing us to operate an efficient document production system.

Since 2017, we have also been collaborating on the creation of video manuals for training purposes.

Once a manual is created, it is not the end; it is necessary to establish a system for ongoing operation.

We look forward to continued support that leads to business improvement.

 

Related Services

Creation of Manuals and User Guides

Manual Creation In-house Support Service

Manual Evaluation, Analysis, and Improvement Proposal Service

Manual creation seminar and training

Localization

Video Manual Creation