A Major International Manufacturer of Computers

This developer of computers for the small office, home, and home office market suspected problems with their documentation because of the high number of calls for technical support and high return rates of the computers to retail stores. They requested Comtech's help in isolating the problems and developing a strategic plan for addressing them.

Comtech reviewed the user profiles and use models the manufacturer had gathered from purchasers of the computers. We conducted a thorough expert evaluation of the documentation and then conducted usability tests with typical users on assembling the hardware, starting the system, getting the software registered on Windows 95, and launching and using applications and CD-ROM programs.

As a result of this research, Comtech recommended immediate, short-term fix solutions. We also recommended long-term solutions such as redesigning the interface so it was easier for novices to use. We helped the manufacturer begin a strategic planning process to better integrate the efforts of the hardware, software, and documentation development teams, as well as integrating support, sales, development, and marketing strategies.

A Leading Developer of Enterprise-Wide Accounting and Administrative Computing

Drs. JoAnn and William Hackos conducted the information process maturity study of a leading developer of enterprise-wide accounting and administrative computing using the Information Process Maturity Model (IPMM). From the outcome of the initial process maturity study, this company and Comtech worked on the development of a new strategic plan for documentation, training, and translation. The strategic plan called for the creation of a Central Group responsible for standards, metrics, process, training, and general coordination of the efforts of the myriad documentation, training, and translation teams within the company.

Based on the initial process study, Comtech continued to work with the company's management to develop the training program for technical writers, create style and process standards documents, and work on elements of the strategic plan. We held several meetings with team members to facilitate the implementation process. We also advised the company on the development of their internal component management system and its integration with the Trados translation memory tool.

Two years after the initial study, the company asked Comtech to return and re-evaluate the organization to determine if they had made progress and to make further recommendations for continued growth. The company continues to work on the consolidation of gains and the effective integration of documentation, training, and translation.