Achieving efficiency in manual creation and operation through data centralization

Challenges Before Implementation

We want to create an official manual for users in preparation for formal sales.

HS: What challenges did you have regarding the manual?

Product Development and Support Headquarters
Product Planning and Development Department
Akiko Ishikawa
Mai Ishii

MJS: There were two major challenges.

The first challenge is that the manuals are difficult to understand, leading to a constant stream of inquiries to the call center, and it is unclear how to improve this situation.

The manuals were not being utilized due to poor searchability, making it difficult to find the desired information, and frequent revisions that were unclear to users.

The second challenge is the heavy burden of manual data management and revisions.

The manuals are provided in two formats: PDF and HTML, and they are created in Word and RoboHelp (CHM, Web format), resulting in a situation where the data is managed in duplicate.

The types of manuals will continue to increase, and the number of individual versions will also grow, making a system to manage that data essential.

That said, since manuals need to be written by developers or customized by support members for specific customers, we wanted to centrally manage them in Word, which everyone can use, to reduce labor costs. (Ishikawa)

Selection Process

HS: Could you tell us about the background of your inquiry to Human Science and the reasons for placing the order?

MJS: I searched on the web and contacted Human Science Co. in 2016. I reached out to 3 to 4 companies for manual quality improvement and centralized data management, and conducted a competition.

First, regarding the improvement of manual quality, we evaluated the following achievements and proposals and decided on Human Science Co., Ltd.

Experience in producing accounting software manuals, with expected insights into integrated core business operations.

- Proposal for a PDCA cycle aimed at problem-solving to plan and implement manual improvements over three years

Regarding the dual management of data, a competition was held in 2017, one year after the start of the manual improvements, to evaluate and decide on the following points after the first phase of improvements was completed.

・Development of original Word plugins to execute data management and one-source multi-use proposals

・Expect long-term business process and quality improvements with a small start.

・Since it is agile development of the plugin, it seems that a small start will allow for adjustments.

Less risky than CMS construction

(Mr. Ishikawa)

Implementation Process

HS: Could you tell us how you progressed with the project?

MJS: We started working on improving the manuals in June 2016. Using the high-priority "Accounting" manual as a model case, we implemented the following over the course of one year.

1. Manual Analysis and Evaluation

　Organization of Issues and Improvement Points

2. Creation of Prototype Manual

　- Consideration of solutions to issues

　・Incorporation of feedback

3. Standardization

　- Development of Guidelines

　・Incorporation of feedback

　・Template creation, etc.

　Table of Contents Design

In August 2017 to 2018, we developed a plugin for centralized management in Word. Even after the operation began in 2018, the plugin has undergone several improvements and has reached its current state (2021), and the manuals initially targeted, which were only cloud products, are gradually increasing (with plans for further expansion in the future). At the same time, we are also continuing to standardize manual quality rules and improve Word templates. From the end of 2019 to last year, we advanced the development of new rules and templates for on-premises product manuals, and we started operations at the end of last year. (Ishikawa)

Implementation Effects

HS: Have the business challenges been resolved through manual quality improvement and data centralization?

Product Development and Support Headquarters
Product Planning and Development Department
Akiko Ishikawa
Mai Ishii

MJS: It was great that unified rules for manual production were established and improvements were made.

The ability to centrally manage data that amounts to 10,000 pages per product has significantly reduced labor hours, and the burden of production and management hours within the company has clearly decreased. (Mr. Ishikawa)

Evaluation of Human Science Co., Ltd.

HS: Please share your evaluation of human science and any expectations for the future.

MJS: We have been working with Human Science Co., Ltd. since 2016, and they are a great partner for consulting on various aspects such as the content of manuals, technical issues with Word and plugins, and the establishment and operation of writing rules. We also appreciate their flexibility in responding to the large number of manual revisions that arise from time to time. We look forward to their continued support for long-term improvements to our manuals.

Manual Consulting Deliverables

Word Plugin Image

Related Services

Creation of Manuals and User Guides