Your Boss' Boss Will Love These Metrics

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<ol><li> 1. 1 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION Your boss boss loves these metrics Allison Hepburn, Acrolinx Chris Bridgen, Alcatel-Lucent </li><li> 2. 2 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION WHO ARE WE AND WHO DO WE WORK FOR? Chris Bridgen, Alcatel- Lucent 15 years in CUSTDOC Current role: Strategy for 200+ head doc department Allison Hepburn, Acrolinx Former technical editor, content creator, and metrics provider Current role: Product Evangelist </li><li> 3. 3 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION ALCATEL-LUCENT CUSTOMER DOCUMENTATION BY THE NUMBERS . Industry- leading Productivity measured by Writer : R&amp;D staffing ratios Full set of formats, from PDF to HTML to e- book 220 + employees Saved company Ms in costs from 11 to 13 20 + Nationalities Support for four businesses 400G photonicFixed Networks IP Patforms lightRadio7x50 SR XRS Core router Supporting 14.4b a year in revenue Motive 100% On-time delivery two years + running 14,102 Documents delivered in 2013 862 Product releases supported in 2013 </li><li> 4. 4 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION Speak with one voice </li><li> 5. 5 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION metrics are a business imperative no matter where you live in the org </li><li> 6. 6 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION Hey, CUSTDOC, how about some metrics on your performance? What do you mean? How do you know your business is performing . . . </li><li> 7. 7 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION </li><li> 8. 8 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION How do you know your business is performing . . . </li><li> 9. 9 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION </li><li> 10. 10 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION What matters to your leadership? Can you find it: ? On the CEOs webpage ? In the annual report ? In the metrics your bosss boss tracks ? In the KPIs that earn bonuses ? Website word clouds </li><li> 11. 11 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION Found it !! Can you find it: On the CEOs webpage In the annual report In the metrics your bosss boss tracks In the KPIs that earn your bonuses In website word clouds The evidence is everywhere </li><li> 12. The bosss boss says Our R&amp;D teams are missing Go/No Go deadlines. Well CUSTDOC? . . . You say We track that! Here you go . . . </li><li> 13. COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION 13 ALCATEL-LUCENT CUSTOMER DOCUMENTATION ON-TIME DELIVERY METRIC 67 145 205 255 303 382 435 495 579 640 795 235 237 260 260 279 266 257 266 245 210 217 0 6 6 5 5 3 2 0 0 4 3 5 8 8 18 19 11 13 19 36 2 5 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% February March April May June July August September October November December At Risk Delayed On Track Completed Projects on track include Pre-DR1 projects Customer Documentation 2013 Documentation Program Status Dashboard: N&amp;P Overall Status (current projects) Project history # Rel. completed 795 Network releases on time 100% 1 projects on track/being planned 217 Cancelled projects 53 # docs published 12849 Product deliverables on time 100% 1 projects delayed 3 Closed projects 795 Active projects on track 96% projects at risk (esclated) 5 Open projects 225 31-Dec-13 </li><li> 14. The bosss boss says How much do you cost? Is it extra for pens? Well CUSTDOC? . . . You say We track that! Here you go . . . </li><li> 15. 15 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION ALCATEL-LUCENT CUSTOMER DOCUMENTATION COST VS BUDGET METRIC CDOC ACTUAL VS PLAN BASELINE 2013 TODAY JAN 6, 2014 TODAY (ADJ.) JAN 6, 2014 Q1 2015 GOAL PROGRESS NOTES CDOC headcount blah blurt boh (including open positions) bah 15 Mix of LCC and HCC; Currently understaffed by 2000000 in Country X and Country Y due to zombie attacks; 5 open positions in Caledonia CDOC FY budget x.y M a.b M c.d M 0.99M Annual CDOC budgets CDOC 2014 quarterly cost N/A TBD Q1 Plan: TBD Q1 Actual: TBD </li><li> 16. The bosss boss says We see a decline in the monster market in 2015. Well, CUSTDOC? . . . You say We track that! Here you go . . . </li><li> 17. 17 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION ALCATEL-LUCENT CUSTOMER DOCUMENTATION TRACKING INVESTMENTS Zombies 7.6 Frankensteins 5.2 Mummies 2.4 Vampires 1.1 0.3 Other (aliens, etc.) 2015NOW Zombies 6.4 Frankensteins 5.1 Mummies 2.1 Vampires 1.0 0.3 Other (aliens, etc.) Reduction in M (monsters) businesses in line with direction ~ 16.6 M ~ 14.9 M </li><li> 18. The bosss boss says CUSTDOC, are you making me any money? You say We track that! Here you go . . . </li><li> 19. 19 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION CONTENT AND REVENUE </li><li> 20. 20 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION CONTENT STRATEGY @ CISCO The 4900 Series is ideal for space-constrained deployments. Simplified Management: Edge switch auto-provisioning Zero uses of you </li><li> 21. 21 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION CONTENT STRATEGY @ CISCO Not space-constrained but smaller. No sentence over 18 words Eight uses of you </li><li> 22. The bosss boss says You say We track that! Here you go . . . Our customers call support too much! Can you help? </li><li> 23. 23 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION CONTENT AND CALL CENTERS Why people call 15%: It doesnt work! 25%: How do I ? 40%: Where can I get ? 20%: Can I buy ? What we should do Fix our product Fix our content Fix our website No problem! </li><li> 24. The bosss boss says CUSTDOC, how do we know our customers are satisfied? You say We track that! Here you go . . . </li><li> 25. 25 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION CONTENT AND CUSTOMER SATISFACTION More support calls can mean our content is: hard to comprehend poorly written filled with jargon created without consideration for findability and translation By improving the quality of our content, we improve our customers experience. Well have: fewer support calls; which in turn, leads to reduced operating costs satisfied customers that can quickly solve problems on their own more repeat customers that trust our brand and company </li><li> 26. 26 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION </li><li> 27. 27 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION Calls to action Does your boss care? Make her concerns your concerns Talk to support Why customers call, and can content help BTW, CMO Are customers getting relevant content? </li><li> 28. 28 COPYRIGHT 2014 ALCATEL-LUCENT ACROLINX. ALL RIGHTS RESERVED. ALCATEL-LUCENT and ACROLINX INTERNAL PROPRIETARY USE PURSUANT TO COMPANY INSTRUCTION @amhepburn Acrolinx Product Evangelist http://linkedin.com/in/allisonhepburn/ http://allisonhepburn.com allison.hepburn@acrolinx.com +1 919 624 2215 @chrispbridgen Alcatel-Lucent CUSTDOC strategy http://ca.linkedin.com/pub/chris-bridgen/13/660/1aa/ chris.bridgen@alcatel-lucent.com +1 613 290 5733 </li></ol>