the bumpy road to selecting a cms in a truly international environment
TRANSCRIPT
The Bumpy Road to Selecting a CMS in a Truly International Environment
FEI Company OverviewThe World needs Answers
With more than 60 years of innovation and leadership, FEI enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. FEI designs, manu‐factures, and supports the broadest range of high‐performance microscopy workflows that provide images and answers in the micro‐, nano‐, and picometerscales.
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Combining hardware and software expertise in electron, ion, and light microscopy with deep application knowledge in the materials science, life sciences, electronics, and natural resources markets, the worldwide FEI team of 2,700+ employees is dedicated to customers' pursuit of discovery and resolution to global challenges
http://www.fei.com
FEI Company OverviewThe World needs Answers
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About me
• Jos Taabe• Leading Global Technical Training &
Documentation team at FEI• 33 team members over 4 locations• Approx. 700 Field Service Engineers are
my customers• Service oriented
My motto:Keep it simple
• https://nl.linkedin.com/in/jos‐taabe‐2a942b12
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Organization structure6/25/2016
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Global Technical Training & Documentation
WW Admin
WW Train Dev
WW Doc Lead
Training delivery
Documentationcreation & maintenance
Admin*
Brno ‐ team
Maintenance
Training creation & maintenance
Admin*
SH – team
Maintenance
Training delivery
Central Service Organization
Global Operations
Documentationcreation & maintenance
Admin*
Training delivery
Maintenance
Training creation & maintenance
HBO ‐ team
Documentationcreation & maintenance
Admin
Training delivery
EHV ‐ team
Maintenance
Training creation & maintenance
Operation Engineering
Problem statement
Piece of the puzzle:Problem statement
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Piece of the puzzle:Problem statementFEI Field Service Engineer is not supported by accurate, easy accessible product documentation
• Tech Support Engineers:– writing and updating work‐instructions
• Technical writers:– Maintain templates in Adobe Framemaker– Manage doc request & doc status using MS Excel– Publish documents & manuals to Field Service Engineers
• No global aligned process and coordination
Problem statement
Preparation
Piece of the puzzle:Preparation
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Piece of the puzzle:PreparationPrepare to move to:Enable the right information for the right person at the rightmoment
• Define SCOPE of project• Define your baseline• Define requirements based upon needs• Do not involve possible vendors yet!
Piece of the puzzle:Preparation• Conducted internal research to define requirements
• Translated interview results into application/system requirements with help of independent consultant
• Added must have, should have to requirements
• Validated end users input
Problem statement
Preparation
Communication
Piece of the puzzle:Communication
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Piece of the puzzle:CommunicationSetup governance structure• Define your sponsors• Define stakeholders• Define steering committee• Define the project teamPerform stakeholder analysis• Define communication plan according defined governance structure
Piece of the puzzle:CommunicationStakeholder analysisName Degree of
influenceDegree of Impact
Currentadoption
Requiredbuy‐in
Delta
X 5 5 2 5 3
Y 2 5 1 5 4
1 ‐ Very Low2 – Low3 – Medium4 – High5 ‐ Very High
1 – Awareness2 – Understanding3 – Acceptance4 – Commitment5 – Advocate
Problem statement
Preparation
Communication
Processes
Piece of the puzzle:Processes
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Piece of the puzzle:Processes
Prepare Develop / Maintain Finalize
• NPI• Modular
projects
• ECR• Field
comment• Factory
comment
Trigger
Implement
Service: Service CD
Factory: Manu. Flow
FSE laptop
Publisher
Technical Communications DepartmentTechnical Communications Department
Plan & Defineimpact
Prepare doc structure& prefill with content
ContributorNPI
ContributorSustaining
AssembleManuals & WI
Publish Central database(TeamCenter)
TechWriterTechWriter
Early involvement
SME
TechWriter
Create, maintain, check content & structure:• SME focus on content• TechWriter focus on structure
Reviewer
Topic repositoryStylesheetstorage
Applicable Topics toDoc structure
Content Admin
Problem statement
Preparation
Vendor selectionCommunication
Processes
Piece of the puzzle:Vendor selection
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Piece of the puzzle:Vendor selection• Invited possible interesting vendors to map their solution on our requirements
• Internal review on vendors feedback• Created a vendor short list• Initial meetings with shortlist vendors• Look at their support model!• Contact their customers
Problem statement
Preparation
Vendor selection
Vendordemo’s
Communication
Processes
Piece of the puzzle:Vendor Demo’s
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Piece of the puzzle:Vendor Demo’s• Invited 2 vendors off choice for product demos on site
• Invited the major stakeholders to join• Identified 4 key area’s • Added weighing factor• After demos asked the stakeholder to fill in their scores
• Consolidated all scores• End score leads to preferred application
Piece of the puzzle:Vendor Demo’sKey areas (Each individual requirement is part of one of the areas below)
Weighing % Vendor A Vendor B
User Experience 20% 8 12
Total Cost of Ownership(over 3 years)
30% 13 17
Functional requirement fit(incl Out of the Box and those requiring Development)
20% 9 11
Integration 30% 18 12TOTAL 100% 48 52
Vendor weighing;6 out of 10 prefer Vendor B2 out of 10 prefer Vendor A2 out of 10 no preference (not included)
2 6
Problem statement
Preparation
Vendor selection
Vendordemo’s
Communication
Processes
Solution
Piece of the puzzle:Solution
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Piece of the puzzle:Solution• Selected vendor and application based upon end score and demo
• Get buy in from IT• Formulated a Scope of Work• Set up project; used 3 phases• Key people in my team receive training on the application
• Created sandbox environment to play• Start from here…..
Thank You
Questions