Expanding operations around the world have opened vast new business arenas for many manufacturers. Each year, sales outside of their original domestic marketplaces may constitute ever-larger shares of these companies’ overall returns.
Yet with globalized opportunities have come globalized challenges. And perhaps no one feels these challenges more sharply than the manufacturers’ technical information departments.
It’s not uncommon for a product to be designed in one country, assembled in another, and then sold and serviced around the globe.
In a perfect world, product documentation would be concurrently authored, delivered, and referred to in multiple languages. But it is hard enough to keep up with only the most pressing demands each time a new product is rolled out.
Using a product-centric approach, manufacturers can meet some of these global challenges head on by making technical information:
When a manufacturer fully recognizes the value-enhancing promise of the product-centric approach, planning and implementing their improved technical information solution can begin. Key components will include industry-proven software tools for:
The technical information solution should deliver:
When a product-centric approach to technical information improves the service team’s performance, the manufacturer attains an important goal. But ultimately the best measure of the solution’s value will be the higher numbers of satisfied customers making more consistently productive use of the product.
Improved service performance and increased customer value – these, for the product’s manufacturer, are the results from which all bottom-line benefits then flow.