Gaining Value From Global Content Using the Vasont CCMS: A Case Study of Hewlett-Packard

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Gaining Value From Global ContentUsing A CCMS

Brent MurphyHewlett-Packard

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

About The Speaker

Brent Murphy• Operations Manager, Hewlett-Packard

Company

• 16 years of content management experience

• 12 years of XML component content management experience

• Resides: Boise, Idaho

• Email: [email protected]

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Introduction

• Will share HP’s story regarding the value proposition of implementing and utilizing a CCMS to manage technical documentation for a global audience

• Will also examine and share thoughts on additional value propositions that exist today and how companies who utilize a CCMS can benefit from those opportunities


Scope and Scale


Hewlett-Packard Company

HP Fast Facts

• Hewlett-Packard Company (NYSE:

HPQ)

• Headquarters: Palo Alto, California

• HP serves more than 1 billion

customers in more than 170

countries on six continents

• HP has approximately 349,600

employees worldwide

• HP’s 2012 Fortune 500 ranking: No.

10

• HP’s revenue for the four fiscal

quarters ended October 31, 2011:

$127.2 billion

Did You Know?

• We ship more than 1 million printers per week

• We ship 48 million PC units annually

• One out of every three servers shipped worldwide is from HP

• HP Software makes calls possible for more than 300 million mobile phone customers around the globe

• HP helps 50 million customers store and share over 4 billion photos online

• HP supports the top 200 banks and more than 130 of the world’s major stock exchanges


Learning Products

Learning products include (but are not limited to):• Software and hardware installation instructions• Help systems• Product operating instructions• Troubleshooting guides• Service manuals• Training curriculum

Learning products are produced by HP Technical Documentation teams


Distributed Technical Documentation TeamsPhotosmart

Officejet

LaserJet

Notebook PC

Desktop PCCalculator

Monitor

Cloud Services

• 5 Major Business Groups

• Technical documentation teams aligned with individual product lines

• Each technical documentation team has its own budget and deliverable accountability

• Technical writers company wide - Approximately 1K

• Additional resources – Subject Matter Experts, Project Managers, Translators, IT Engineers, Trainers, Support Leads, Editors


Scope• HP Technical Documentation teams

specializing in different types of products (hardware & software)

• Aggregates independent technical publication teams who simultaneously produce learning products deliverables for different product lines

• HP solution for building learning products

• Global footprint (individual usage within 24 different countries)

Officejet Printers


Complexity

On-line Help

User Guide

Accessories & Networking Guide

Reference Guide

Service Manual

Getting Started Guide

Software Technical Reference

Single Topic Documents

DE L

IVE R

AB

LE(e

xam

p les

per

pro

duc t

)

EN

PDFPrint

HTML

FORMATNot Inclusive

LANGUAGE(49 languages currently supported)

FR DE CHJA HE ES


Problem ?


The Problem• Manually intensive technical writing processes

• Escalating English development costs ($200K per project)

• Escalating localization costs ($1M per project)

• Escalating desktop publishing costs (expanding language set – 49 languages supported today)

• Standard tools unable to support all languages (e.g. Hebrew, Arabic, etc.)

• Rampant growth in the number of product introductions

• Shorter product development life cycles

• Rampant rewriting of content – inconsistent customer experience along with poor content usability

• Inefficient use of resources

• Bundling

• Recognized need to focus more on the value of the content versus the appearance. Less time on formatting – more time on topic based authoring

• Plug & Play rendering capabilities (easier expansion of deliverables by no longer being application dependent

• Broad production base – needed consistent repeatable process for multiple vendors


Business Goals (Our Initial Value Proposition)Cost Savings And Impact• English development, localization, production/publication (desktop publishing)

Process Efficiencies• Increase number of deliverables while maintaining budget and resources• Increase number of localized languages while maintaining budget and resources• Cycle time savings – increased time-to-market• Process and content leverage efficiencies downstream

Improvements In Customer Satisfaction• Total Customer Experience (TCE)


Strategy: Utilize best in class component content management as an HP competitive advantage

Business Strategies

A Content Management Solution Which: • Optimizes content reuse• Meets the business output deliverable requirements• Meets the business localization requirements• Optimizes content leverage to partner organizations• Is available to all organizations• Can grow to meet anticipated future business needs


Solutions


The Solution • Required a standardized markup language. We chose XML (produce content that is application independent)

• Module based architecture where different applications could be swapped easily (e.g. Xmetal, Arbortext, Oxygen, RenderX, AntennaHouse)

• Utilization of best in class applications for authorizing and production

• Phased production environment (authoring, storage/reuse, translation & localization, formatting/rendering) XML allows us to move content from one phase to the other seamlessly. Each phase is independent

• Eliminate content conversion costs in the future through XML (proprietary content formats holds you hostage to technology)

• Flexibility to use new delivery mechanisms if needed for new output

• Single sourcing of content in order to deliver to multiple learning products

• Consistent content utilized by multiple deliverables in order to improve the customer experience

• Industry standard provides broader base of vendors and technology to choose from

• XML is Unicode based which makes it efficient at identifying localized content

• Staged approach to implementation (Desktop publishing solution provided cost savings used to implement CCMS

• Vasont in combination with other applications gave us all of the requirements needed


What Is XML?

eXtensible Markup Language: • Is a markup language that places identification and structure on content

• Consists of intermingled character data and markup

• Is similar to HTML, except that XML tags and structure do not conform to a universal standard. They can be defined according to the needs of the organization


Examples Of XMLRaw XML (Color used to better see content vs. tagging)

XML in Arbortext Editor (note that you can “see” the graphic)


What Are The Benefits Of XML?• XML separates content from output form, so the same content can be applied

to different outputs such as PDFs, HTML, help files, and more!


Implementation Of A CCMS


How The Solution Works

ContentRepository

Translate

• Edit or assemble content from; or write new content to the repository

• Writers use XML authoring tool• Content structure defined by

XML DTD• Enables 60%-90% reuse

• Content flagged for localization and returned to repository

• Localized content “twinned” with English in repository

• Translation Memories enable additional leverage

• Component content organized in a custom navigation structure

• Provides version control• English and localized content stored• Multiple collections

• Automated conversion of content into different deliverable types

• Eliminates 50%-90% manual desktop publishing costs

• XSLT Stylesheets determine deliverables (User Guide, Ref Guide, Online Help etc.)

Format

XML

Author

Store & ManagePublish

(transformation & formatting)

CHM

HTML

PDF

Extract

Localization Suppliers

XML

1

23

4


Multi-Organizational Content Development

Outsourced English Development Supplier

Outsourced Localization Supplier

Workstations

LaserJet

OfficeJet

Scanners

Business PCs

Notebooks

Software

Internal Development

ContentRepository


Content Structure• Proprietary and patented

content structure specifically designed to meet HP Technical Documentation requirements

• Optimized for content development, content reuse, localization and in-box deliverable production

• Extensible model to accommodate new content and deliverable business requirements


Business Process Perspective

CCMS business process support

• Content development, kernel management, localization hand-off, production processes

• CCMS business production contingency services

• User advanced documentation and comprehensive training

• CCMS operations support• Business process analysis

Content development process Artifact submittal process Advanced documentation


Development Perspective• System, information and

application architecture modeling• XML / XSL rendition and output

composition • Agile application development

and customization in XSLT, Java, ACL, JavaScript, C#, VB.NET, Python, SAXON, DOM, SAX APIs

• Source code, software version, artifact, development and build management

• Quality assurance (system testing) and system documentation / training

Source code management XSLT development environment Java development environment


History

October 2009Vasont 12

Version Upgrade

2001

August 2001Program Kickoff

2003 2004 20052002 2006 2007 2008 2009

August 2002System Officially In

Production

September 2002First Deliverable Produced from

Solution

November 2007Data Center Migration

October 2003New Businesses Launched

September 2005New Businesses Launched

September 2004Single Source

Next Generation Launch

May 2008Vasont 11

Version UpgradeMarch 2002Application

VendorSelection Complete

April 2007New Businesses

Launched

October 2006Expanded Outputs

2010

August 2008New Businesses

Launched

March 2009New Businesses Launched

2011

August 2011Next Generation

Launch

20001999 2012 2013

January – December 2001

2nd Phase Project Implementation

January - December 2000

1st Phase Project Implementation

November 1999Consulting on

content structure

May 2012New Business

Launch

March 2013Vasont ST 2.5

Version Upgrade


Results


Pre/Post Cost ComparisonProject Savings

• Development of one 220 page User Guide• Purple = CCM Impact ($110,000 savings per product manual with 15 additional languages

added)Color MFP Printer User GuideWithout CCM - 2002

Development: User Guide $120K

Localization:20 languages @ $15K ea., TMs usedTranslation …………………$228KProject Mgt………….………$027KDesktop Publishing…...…$045K

$300K--------------

Total $420K

Color MFP Printer User GuideWith CCM - 2009

Development: User Guide $55K(70% + content reuse)

Localization:35 languages @ $3.5K ea., TMs used post CCMTranslation …………………$110KProject Mgt………………….$010KDesktop Publishing……...$000K

$120K-------------

Total $175K

Impact(120K – 55K) + 45K = $110K savings


Impact: Technical Documentation Team Example


ResultsProductivity Gains

• Increased the number of Technical Documentation deliverables on reduced budgets and resources

• Saved 4-6 weeks of cycle time used by the lab for product development • Solution manages 120.7 million unique components of which 86% are

reused

Cost Savings -- $62M+ To Date (FY02 – FY12)• 40% cost savings per business upon implementation• Ongoing cost savings annuity• Automated formatting & conversion eliminates manual desktop publishing• Content reuse (English & Localization)

Improved Quality• Starting content development later means more time for product designs

to solidify, fewer changes, higher quality• Reuse has improved the consistency of English and Localized content as it

is utilized throughout the content value chain


Value Opportunities For The Future


The Future• Expand the scope of content and

information you can manage (integrating consistent information)

• Enable the delivery of information in many different ways (web, mobile, hardcopy). Efficient way to deliver information to numerous endpoints and formats in automated fashion.

• Expansion across functional organizations (e.g. training, marketing, support, legal)

• Shared resources• Enabling higher productivity by your

existing resources• Broader set of application solutions to

draw from• Ability to keep content fresh and updated


Q & A


Thank you

Technology

Gaining Value From Global Content Using the Vasont CCMS: A Case Study of Hewlett-Packard