TECHNICAL DOCUMENTATION FOR BOSCH, GAGGENAU, NEFF, SIEMENS AND MORE

Transcription

1 TECHNICAL DOCUMENTATION FOR BOSCH, GAGGENAU, NEFF, SIEMENS AND MORE BSH Bosch und Siemens Hausgeräte GmbH streamlines user manual production with the CLS Discover how BSH manages and creates large numbers of different user manuals with the help of Empolis Content Lifecycle System and experience how the modular system from Empolis easily and securely integrates external service providers into the production process.

2 The Challenge BSH Bosch und Siemens Hausgeräte GmbH manufactures a multitude of brandname household appliances such as Bosch, Siemens, Gaggenau, Constructa, Neff, and many more. These white goods, like fridge-freezer combinations, dishwashers, etc., are supplied with user manuals, as required by law. Technical documentation represents more than just a mandatory part of the product because it remains with the customer for the entire product lifecycle and can be effectively used as a tool for customer communication and customer retention. Manuals must be easy to understand and should never confuse the reader, e.g. with poor translations. Text composition and the order in which information is provided must be coherent and logical. Selective use of design and graphics can improve information comprehensibility. A different target group exists for every brand. For this reason, it is necessary to tailor user manual style and layout to the different groups of readers. BSH supplies markets around the globe with white goods, which requires that each user manual must be translated in an average of 20 languages, including Eastern European and many Asian languages. This is a complex task and an immense challenge. On the other hand, many appliances have common components and platforms or operate similarly. The potential for content reuse is extremely high even if specific product features and technical data vary. With close to 10,000 documents produced annually, BSH recognized the necessity for a more efficient, sustainable platform for the creation of user manuals. Layout, editorial, translation and monitoring processes must be automated to a very high degree, in order to avoid redundancies. BSH also wanted to increase the quality of its manuals, in addition to the desired rationalization effect.

3 The Solution BSH decided to implement an intelligent XML-based content management system. The system was to improve internal translation management and to better integrate external translation agencies. A component-based technical documentation system, which strictly separates content from layout, promised shorter development cycles, but also reduced layout costs. Reusable text elements only have to be translated once and are available for any desired new document. The FrameMaker integration and extendible user interface, based on the eclipse rich client platform, were as important as the potential that CLS provides as a platform for future applications. In summary: The CLS supports all levels of content lifecycle management, including version and variant management, integration of translation tools, as well as the compliance to business processes. The system is easily integrated into the existing IT environment, for example by automated product data transfer from a SAP system. After a period of evaluating possible software solutions, BSH decided to replace its existing system with a publication system for its user manuals for all brands based on the Content Lifecycle System (CLS). Many factors were in favor of CLS: basic BSH requirements are covered by standard functionality and the system is flexible and easily adapted to special demands. Source: BSH

4 The Implementation The project was launched together with the consulting company, sd&m AG (now Capgemini sd&m), which acts as the general contractor for BSH. After a two month conceptualization phase, in which a DTD (Document Type Definition) was also developed for BSH (similar to the DocBook DTD), the solution, consisting of a combination of CLS project and product extensions, was implemented and integrated. The first installation named Mantra took place in December The full installation with the entire spectrum of functionalities was completed in February of The Success Mantra has passed all internal and external BSH approval processes and has gone productive. User manuals are now gradually being converted to the new solution for the following product groups: Cooking, Laundry, Dishwashers and Refrigeration. Further enhancements and improvements are currently being planned or have already been implemented. The Empolis system has provided BSH with an abundance of benefits. Thanks to the modular nature of the system, contents can now be reused for different user manuals. The degree of information module reusability is maximized with the use of variables. The new system clearly streamlined and improved the translation process. Only the most current translation status is tracked for individual text modules. Task packages are automatically assembled for translation agencies. These can then access the packages via a web interface and completed texts can then be uploaded. Source: BSH The Empolis system has provided BSH with an abundance of benefits. Thanks to the modular nature of the system, contents can now be reused for different user manuals.

5 Based on FrameMaker templates, the layout creation is automated. A unique layout template can be assigned to each individual user manual. Completed user manuals are published as PDFs and transferred to other systems for further processing. Finalized documents are delivered to the printing process and also to any electronic channel for publication. A consistency check during the publication process ensures high quality results with regard to timing and completeness. BSH editors benefit from the userfriendly interface and broad spectrum of functionalities provided by the Mantra system and can now focus entirely on their core tasks. About BSH Bosch und Siemens Hausgeräte GmbH Source: BSH BSH Bosch und Siemens Hausgeräte GmbH is the largest manufacturer of home appliances in Europe and one of the leading companies in the sector worldwide. The group stemmed from a joint venture set up in 1967 between Robert Bosch GmbH (Stuttgart) and Siemens AG (Munich) and posted annual sales of about 9,7 billion Euro in the year Today, BSH operates 42 factories in 13 countries in Europe, the USA, Latin America and Asia. Together with a global network of sales and customer service firms, the BSH family is today made up of about 70 companies in 49 countries, with a total workforce of over 45,000 people. Within the brand portfolio the main brands are Bosch and Siemens. With its seven special brands (Gaggenau, Neff, Thermador, Constructa, Viva, Ufesa and Junker), BSH caters for the individual wishes of consumers. Four regional brands (Balay, Pitsos, Profilo and Coldex) ensure a broad presence in their respective homemarkets. The product range encompasses large and small home appliances, floorcare and hot water appliances. A clear strategic orientation towards quality and innovation determines the company s actions and development. BSH relies on its outstanding products and the added value that they provide to the customers in terms of performance, convenience and userfriendliness. AFTER A PERIOD OF EVALUATING POSSIBLE SOFTWARE SOLUTIONS, BSH DECIDED TO REPLACE ITS EXISTING PUBLISHING SYSTEM FOR ITS USER MANUALS WITH ONE THAT IS BASED ON THE CONTENT LIFECYCLE SYSTEM (CLS).

6 Highlights Strict separation of content from layout Translation management with web interface for translation agencies Translation of separate documents, as well as several translations in a single document possible Automated use of preview graphics while editing and high resolution graphics for print The system can process unstructured documents Comprehensive, automated checks before product release Variable texts from customer databases can be embedded, even if they are language dependent Flexible table of contents generation Automated index generation Source: BSH

7 Figure: Access rights management within BSH s publishing system BSH editors benefit from the userfriendly interface and broad spectrum of functionalities provided by the Mantra system and can now focus entirely on their core tasks.

8 Empolis Information Management GmbH Europaallee Kaiserslautern Germany Empolis provides solutions that enable companies and organizations to analyze, interpret and automatically process the rapidly growing amount of structured and unstructured data. They utilize their knowledge capital to improve enterprise-critical business processes enabling decision-makers, employees and customers to reliably receive precise and relevant information, situation-appropriate and task-relevant, for faster and better decisions. Phone Fax Empolis Information Management GmbH