Product Documentation – Software, Hardware and Technology

Axon

Challenge

Axon, a Pro Mach brand and leader in the worldwide packaging industry, provides packaging systems that are customized to meet the unique needs of each of its customers. Axon needed a more efficient way to create a custom Installation, Operation and Maintenance manual (IOM) based on the bill of materials for each customer order.

There were a number of goals related to optimizing this process:

• Enable the use of a product’s IOM to differentiate it from the competition.
• Produce and update IOMs on time to be provided with initial product shipments.
• Reduce the time Axon engineers spend developing and updating IOMs.
• Increase the volume of parts sales by providing customers the drawings and parts specific to their configurations of products.
• Reduce support calls and enhance the customer experience by providing clear, easy-to-use procedures.

Axon chose InfoPros based upon the experience it had working with other mid-sized industrial companies and its ability to design and implement a solution, then provide onsite training to Axon personnel as well as any required ongoing support.

After analyzing Axon’s business needs and existing processes, InfoPros’ Consulting Services group recommended an approach using a low-cost, off-the-shelf tool that provided most of the benefits associated with big-dollar documentation platforms. This approach minimized the upfront investment by Axon while providing the capabilities and cost savings that Axon sought.

Approach

InfoPros Consulting Services implemented a ‘single-sourcing’ platform at Axon. Now, as new IOMs are created, all new content is tagged and added to a library of Axon content (e.g., procedures, warranty information, diagrams and digital photos). The content can easily be pulled into new or existing IOMs.

Specifically, InfoPros:

• Assigned a project team comprised of a project manager, a technical writer, a technical illustrator and an editor that is available to support the ongoing needs of Axon.
• Designed an Axon-branded template that will be used for all Axon manuals, ensuring a consistent, professional look and feel for each manual.
• Updated all procedures and product information to ensure they are easy to use by the target audience, the people operating the machinery.
• Trained Axon personnel onsite on how to use the new, single-sourcing platform, giving Axon personnel the flexibility to engage InfoPros for future manual creation or to develop the manuals themselves.

InfoPros developed a DITA/XML solution using Adobe FrameMaker. DITA/XML and FrameMaker allow Axon to ‘chunk’ their content into easily reusable components that can be quickly developed and efficiently assembled into a customized manual.

Mid-size industrial “companies have the same needs and requirements as many F500 companies, but can’t justify the six-figure investment required to implement custom content management system (CMS) platforms,” said Rob Vaglia, InfoPros VP, Consulting Services. “Our job is to figure out how to get 80% of the benefit associated with implementing a CMS but with one-tenth of the budget.”