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Case Study #8: Solving the Documentation Problem
A customer of GlobalWare Solutions is an 8 billion dollar leading provider of communications systems and software for enterprises, including businesses, government agencies and other organizations.
Problem
Documentation (manuals, media, kits) not always configured properly to ship with hardware products; as a result the Company's revenue shipments were delayed and inventory and scrap was spiraling out of control exceeding $75 million per year.
Solution
Physical information products include manuals, documentation, collateral, CD-ROMs, kits, videos, and third party components. Items are analyzed and re-designed so as to reduce production cost, lead-time and inventory risk. The Company had maintained 9 disparate content repositories. Many of these repositories were technologically outdated. GlobalWare categorized these files. Next, GlobalWare developed and implemented a Web store for the Company that contained over 8,000 unique The Company documents, media and kits.
Result
GlobalWare not only accomplished the goals that were set forth by the Company, but delivered additional value by:
- Increasing the Company's profitability by reducing their overall documentation costs by approximately $15,000,000
- Cutting documentation customer services calls saving $1,000,000
- Improving time to market for new products
- Consolidating 9 independent document repositories to a single repository
- Reducing inventory costs and obsolescence risk
- Reducing product cost through design for manufacturing activity (DFM)
GlobalWare made it possible for the Company's customers, employees, and business partners around the world to store and purchase physical information products from a single web site and supplier. Through the formation of this strategic alliance with GlobalWare, the Company created a seamless one-stop solution for all of their documentation and information product needs, enabling them to unleash the full value of their products, greatly improving customer satisfaction.
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