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A Computer-Systems CompanyFollowing their earlier participation in Comtech’s benchmark process maturity study conducted in 1994, the computer-systems company commissioned Comtech to evaluate the effectiveness of their processes for developing customer documentation in their Information Development department. To evaluate both the efficiency of the department’s processes and the quality of its products, Comtech conducted a process maturity assessment. Comtech distributed questionnaires and personally interviewed company representatives to perform a preliminary evaluation of characteristics of the organization such as its structure, quality assurance processes, hiring and training practices, information design practices, and cost control methods. From this data, Comtech identified the areas for improvement that offer the greatest benefit to Information Development, and we recommended, based in part on our experience with many other information-development organizations, the most effective steps Information Development could take to improve its operations. An E-Business Solutions CompanyOne of the leading developers of enterprise-wide accounting and administrative computing in the world, commissioned Comtech to evaluate the effectiveness of its processes for developing customer support information: training, documentation, and translation. Using a 6-level model of process maturity developed by Dr. JoAnn Hackos, Comtech evaluated the relative effectiveness and reliability of the company’s current information-development processes. From the outcome of the process maturity study, company management and staff worked on the development of a new strategic plan for documentation, training, and translation. Comtech has also conducted training in minimalism and document design for company staff members and assisted in the development of the strategic plan. |
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