Create Global Ripples by Releasing Your Knowledge SilosBen Martin

Product Manager – Content Management

Content Matters

JD Edwards

A leading collaborative enterprise software provider

Billion dollar company 5000 employees 6500 multi-national customers in 90 countries 90+ applications that span the enterprise –

manufacturing, distribution, payroll/HR, financials, business intelligence, content management, customer relations management

The Vision

User Guide

Classroom Training

Web Course TrainingWeb Course Training

Performance SupportPerformance Support

Performance SupportPerformance Support

Single Source StoriesEnCana

URS

JDE

EnCana Project Summary:

13,000 pages of Training Documentation 7 months Two people 5000 users in English and Spanish Merged in the middle of the

implementation

Component Reuse -- EnCana

Job Role

Task ID

Content Type

JDE Content Paradigm Content

EnCana reuses

& creates new

Then publishes combined components

Solution Explorer

Quick ReferenceCards

User Manuals &Exercise Manuals

Create Clone

Spanish Clone

Spanish Translation

English Training

JDE Spanish Memories Spanish Training

ParadigmSpanish Memories

Translate the new

Language Collaboration

450,000 words of content Average translator rate = 2000

words/day With Trados and CM, starter sets of

memories, EnCana achieves 15,000 words/day

30 days versus 225 days

URS

Blended training need Grew from 2,000 to 16,000 consultants Merged companies consolidating on JDE Train 400 Transaction Users Train 2200 Office and Project Managers Train in 30 countries

Reuse allows for an Appreciating Asset

TimeTime

Go L

ive

Consulting EngagementsConsulting Engagements

Implementation EngagementsImplementation Engagements Major business changeMajor business change

New Hire TrainingNew Hire Training

Major new releaseMajor new release

Knowledge Repository with Content Management for ImplementationKnowledge Repository with Content Management for Implementation

URS

First ERP implementation failed because of knowledge transfer

Repository of reusable content allows for ongoing update and synching up on content with business process change and software change

Reconfigure training for job roles

The Cost of Willy-Nilly Change – A JDE Case Study

A Typical Field Definition:

Company A code that identifies a specific organization, fund, entity, and so on. The company code must already exist in the Company Constants table (F0010) and must identify a reporting entity that has a complete balance sheet. At this level, you can have intercompany transactions.Note: You can use Company 00000 for default values, such as dates and automatic accounting instructions. You cannot use Company 00000 for transaction entries.

Three Delivery Channels

Field Explanation

Company A code that identifies a specific organization, fund, entity, and so on. The company code must already exist in the Company Constants table (F0010) and must identify a reporting entity that has a complete balance sheet. At this level, you can have intercompany transactions.Note: You can use Company 00000 for default values, such as dates and automatic accounting instructions. You cannot use Company 00000 for transaction entries.

Context Sensitive Help WinHelp

User Guide and Training

Manual

Cost of One English Field Definition

Perpetrator Time (hr)

Flavors/ Instances

Cost

(time x flavor)

Comments

Programmer ($60/hr)

.083(5 min)

1 $5

Writer($40/hr)

1 8 (3 each) $320 15 minutes research 30 minutes authoring & editing 15 minutes to locate it in multiple locations

Trainer

($40/hr)

1 8 (3 each) $320 15 minutes of disgust 15 rewriting 30 minutes to provide industry examples

Total $645

Flavors in Language Costs

Activity Rate Wds x flavors

Cost of one language

# of languages

Total Cost

Translation .23 400 x 17 $1,564 7 $10,948

Project Management

10% $150 7 $1,095

Rework 10% $150 7 $1,095

Total $1,864 $13,138

Scatter-Shot Costs

Cost of One Language

Cost of Seven Languages

Number of Fields

Total Cost

$1,864 $13,048 1000 $13,048,000

Cost of One English Round (17)

Number of Fields Total Cost

$645 1000 $645,000

Single Source Costs

STEP COSTS COMMENTS

1 Programmer writes $5 Still spends 5 minutes on it

2 Writer authors once $30 15 minute research

30 minute authoring

3 Workflow process includes review by interested parties

$65 SME review (5 min x $60/hr = $5) Training review (1 hour x $40/hr = $40) Editorial review (15 min x $40/hr = $10) Translation review (15 min x $40/hr = $10)

4 Eight writers reuse $80 5 min searching for each instance (24 x $ 40)

5 Eight trainers reuse $80 5 min search for each instance (24 x $ 40)

Cost of One Field $260

Cost of 1000 Fields $260,000

Cost Comparisons

Phase Scattershot Method

Single-Source Method

English Only (1000 fields) $645,000 $260,000

Seven Languages $13,048,000 $770,000

Enterprise Content Management Nightmare

Highly structured

Unstructured

Workgroup Enterprise Extraprise

Semi-structured

Reports

Support DatabaseBest Practices

HR Policies

Data WarehouseOLAP

CoursewareProposals

Contracts

Memos

Technical Q&A

E-mail

Correspondence

Release Notes

Competitive Info

Analysts Reports

Product Info

Sales Tools

Marketing Info

Knowledge Base

Enterprise Content Management Nightmare

Highly structured

Unstructured

Workgroup Enterprise Extraprise

Semi-structured Best PracticesHR Policies

Courseware

Proposals

Contracts

Product Info

ISO Procedures

Requirements

ContentAnalysis &Chunking

Content Storage/ Life-Cycle Mgmt

Content Assembly

Content Import & Chunker

Author, review, stage, & update

ContentPublisher

TranslationWeb Flow

DOC

PPT

PDF

Help

e-book

XML

WBT

Web Site

E-Catalog

MultilingualContentDelivery

Management of Knowledge Assets

Translation

Mgmt

Translation

Handoff

Translation memory

processes

Terminology Audit

and Definition

Translation Web Flow

Multi-lingual Knowledge Warehouse

Questions and Answers