Achieving efficiency in manual creation and operation through data centralization

Challenges before implementation

I want to create an official manual for users for formal sales.

HS: What challenges did you have with the manual?

Product Development and Support Division
Product Planning and Development Department
Ms. Akiko Ishikawa
Ms. Mai Ishii

MJS: There were two main challenges.

The first challenge is, "The manual is difficult to understand and there is no end to inquiries to the call center, but it is not clear how to improve."

The searchability was poor, making it difficult to find the desired information. Frequent revisions also made it difficult for users to understand, resulting in the manual not being utilized.

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

The manual is provided in two formats, PDF and HTML, and each is created in Word and RoboHelp (CHM, Web format) respectively, with the data being managed in duplicate.

As the number of types of manuals continues to increase and individual versions also increase, a system for managing that data was essential.

However, since manuals need to be written by developers or customized by support members for each customer, we wanted to use Word, which everyone can use, to centrally manage and reduce workload. (Mr. Ishikawa)

Selection Process

HS: Can you tell us about the background and reason for ordering from Human Science Co., Ltd.?

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

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

・Has a track record of creating accounting software manuals and can be expected to have knowledge about integrated core business operations

・There was a proposal for a PDCA cycle to plan and implement manual improvements over a period of three years to solve challenges.

Regarding the double management of data, a competition was held in 2017, one year after the start of manual improvement and after the first stage of improvement was completed, to evaluate and determine the following points.

・Proposal to develop Word original plugins and implement data management and one-source multi-use

- Can expect long-term business process and quality improvement with a small start

・Since it is an agile development of the plugin, it seems that adjustments can be made with a small start.

・Less risk than building a CMS

(Mr. Ishikawa)

Introduction Process

HS: Can you tell us how the project was managed?

MJS: Started improving manuals from June 2016. Implemented the following in one year, using the "Accounting" manual as a model case with high priority.

1. Manual Analysis and Evaluation

　Organizing Tasks and Improvement Points

2. Creating Prototype Manuals

　・Consideration of problem-solving methods

　・Reflection of points to be noted

3. Standardization

　・Guideline Development

　・Reflection of points to be noted

　・Template creation, etc.

　・Table of Contents Design

And, from August 2017 to 2018, we developed a plugin for centralized management in Word. Even after the start of operation in 2018, the plugin has been continuously improved and currently (2021) supports not only cloud products but also gradually increasing target manuals (with further expansion in the future). At the same time, we are also working on standardizing manual quality rules and maintaining Word templates. From the end of 2019 to last year, we worked on developing new rules and templates for on-premises product manuals, and started operation at the end of last year. (Mr. Ishikawa)

Introduction Effect

HS: Has the business issue been resolved through manual quality improvement and data centralization?

Product Development and Support Division
Product Planning and Development Department
Ms. Akiko Ishikawa
Ms. Mai Ishii

MJS: The establishment of unified rules for manual creation and the progress of maintenance were the best things that happened.

Significant reduction in workload for internal production and management, as well as the ability to centrally manage data of up to 10,000 pages per product, has been achieved. (Mr. Ishikawa)

Evaluation of Human Science Co., Ltd.

HS: Please let us know your evaluation and expectations for Human Science Co., Ltd.

MJS: Human Science Co., Ltd. has been our partner since 2016. They are a great partner to consult with on various aspects such as manual content, technical issues with Word and plugins, and establishment and operation of writing rules. They are also flexible in responding to the large amount of manual revisions that occur regularly, which is very helpful. We look forward to their continued support in improving our manuals in the long term.

Manual Consulting Deliverables

Word Plugin Image

Related Services

Creation of Manuals and User Guides