1. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 1 The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Thomas Kern

2. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 2 Content Once upon a time… We have a situation! So, how do we start? …and they worked happily ever after. Is everybody happy? Sell it internally to sell it externally Conclusion

3. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 3 Once upon a time… System Documentation for external customers Several technical writers spread over different departments Strict directives for documentation creation Gathered feedback via quality management – which was not too good System Documentation here means: the overall description of e.g. an end of line engine test bed

4. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 4 We have a situation! The issues from the customer feedback had to be solved: Adherence to schedule Correspondency with effective installation User friendly preparation of the information Completeness of documentation … On one hand this feedback of course was not too pleasing; on the other hand it was the trigger for the management, to do something about these issues.

5. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 5 So, how do we start? A new department is founded, the technical writers are brought together … and so we started our work Gathering, categorizing & prioritizing our issues, leading to tasks in Documentation Process Information Availability Information Processing Searching for solutions & implementing them

6. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 6 So, how do we start? Choosing pilot customers with pilot projects Defining new standards …and finalizing the first System Documentations according to these standards

7. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 7 …and they worked happily ever after. The happy end of our story: Defined the content Set the structure Selected and customized the tools Visualized the processes & assigned the responsibilities

8. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 8 Is everybody happy? internal-marketing was missing in our tasks & we are facing two problems: we had a full running “deluxe” system documentation that was not accepted internally my presentation will last further 10 minutes ; ) With the new system documentation came higher functionality, partly standardized and automated creation, better usability, graphical navigation interface and much more… …but also HIGHER EFFORTS.

9. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 9 Sell it internally to sell it externally What can we do? Many different departments are involved & they need information that is correct current corresponding complete Similarity between information needed by internal and external customers

10. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 10 Sell it internally to sell it externally Similarity between information needed by internal and external customers The system documentation department establishes itself as an internal and external information provider, that makes Information better available Communication easier Work more efficient

11. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 11 Sell it internally to sell it externally The internal task of the system documentation – yes, it has one – is to provide the information different departments need. For every system documentation area a structure for external and internal customers is created Implementation for internal and external customers, with differences in detail, access and in processing. During the whole work flow the related departments can store their information and allow access to those who need it.

12. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 12 Sell it internally to sell it externally General Advantages One information platform for all involved internal and external departments Clear and defined change management Standardized creation of documentation structure Basis for a project specific information database Possibility for further automatization via the portal and internal database solutions The stopovers of our charming tour

13. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 13 Sell it internally to sell it externally The stopovers of our charming tour Project Management Permanent access to the system documentation Preliminary versions are early accessible for customers Project leader is informed about the project status At the begin of every project a detailed cost estimate is conducted A higher cost transparency is achieved

14. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 14 Sell it internally to sell it externally The stopovers of our charming tour Engineering Project specific information can be stored here and is accessible for those assigned to. Commissioning Online update & access at customers site of project specific information

15. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 15 Sell it internally to sell it externally The stopovers of our charming tour Customer Service Use of standardized templates for spare parts lists & maintenance schedules Clear type definition of spare parts Clear responsibility definition for maintenance work Identical & current project specific information is available for the helpline

16. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 16 Conclusion The task as an internal information provider can be the chance for a documentation department to claim responsibility and being sorely needed for the whole company Helps to achieve a company wide awareness for the documentation work Establishes opportunities to optimize teamwork and new tools A new and wider area of standardization possibilities opens that is far beyond writing of manuals

17. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 17 Conclusion This is our contribution how the documentation department can generate a binding agent between all the participants. And so it helps making a company greater than just the sum of its departments.

18. Thomas Kern | The system documentation as binding agent for and in between internal and external customers April 24th, 2009 | Page 18 contact: thomas.kern@avl.com