How does Outsourcing work for Technical Writing?
A User Report on the cooperation with SIG Combibloc Systems GmbH.
What are the reasons for outsourcing?
The initial situation in SIG’s documentation department was described as “rather difficult”. There was a particular need for optimisation from a technological perspective: at that time, the documentation was still being created and managed using a conventional authoring tool. In combination with decentralised data management, the system was no longer powerful enough to handle the extensive documentation tasks in the best possible way.
Support was also needed in terms of personnel for what was then an undersized SIG team. At the same time, project workloads in technical documentation fluctuate considerably. This makes strategically sound workforce planning difficult and, in a team staffed entirely in-house, can quickly lead to periods of overcapacity or undercapacity for employees.
Against this background, it became clear at SIG that additional capacity and a new system should be provided centrally by an external service provider.
What did the outsourcing aim to achieve?
Outsourcing is a complex process in which internal and external partners must align within a new workflow. Especially at the start of outsourcing, the cooperation partners need time to adjust to one another. For SIG, it was clear from the outset that transparency and openness were crucial to creating a stable collaboration. The aim was for the service provider to “act like an internal department … with complete trust”. From a technical perspective, the collaboration was initially shaped by the implementation of a new IT system landscape. A particular challenge was that all documentation data first had to be migrated from the existing system into the new XML-based content management system. At the same time, this data migration took place in parallel with day-to-day editorial work.
Providing resources flexibly
Because project workloads in technical documentation fluctuate significantly, purely internal workforce planning is difficult to manage in a meaningful way. What was needed was therefore a model that could provide additional capacity flexibly, without creating permanent internal overcapacity or undercapacity.
Modernising the system landscape
The existing conventional authoring tool, combined with decentralised data management, was no longer capable of handling the extensive documentation tasks efficiently. In addition to personnel support, a new technological basis was therefore required.
Migrating data in a structured way
Migration to the new XML-based content management system was not simply a matter of transferring data. At the same time, the content had to be structured properly and transferred into the new system in sensible module sizes – with a reasonable level of effort and in parallel with ongoing day-to-day work.
Organising collaboration clearly
Successful outsourcing requires clarity at all times about which departments and individuals are involved on the manufacturer and service provider sides, how competencies are distributed across the documentation process, and how the flow of information between the respective contacts is ensured.
Editorial guidelines as the basis for cooperation
Thanks to clearly defined responsibilities and a clear communication strategy, the kothes team was able to integrate effectively into SIG’s corporate environment. It was essential that respectful and honest interaction between all those involved was maintained throughout every phase of the cooperation.
In order to capture all specifications relating to editorial workflows and responsibilities in one central place, SIG and kothes jointly developed an editorial guideline. From process design and graphics creation through to specific wording requirements, all essential aspects of technical documentation are defined there in detail.
Why outsourcing pays off
Thanks to clearly defined responsibilities and a well-structured communication strategy, the kothes team was able to integrate seamlessly into SIG. Together, we developed an editorial guide that documents processes, responsibilities and wording conventions in one central place. The set of rules, which has grown to 450 pages, serves as a standard for consistent documentation work and supports the training of new employees. The basis of this successful collaboration is a flexible competence and authority model that clearly regulates tasks and responsibilities between the service provider and the manufacturer.
For SIG, the main advantage of outsourcing is the ability to focus on its core competencies. "This is not about creating documentation. It's the development – the building of new machines."
„kothes took over this responsibility many years ago, not only for the creation of technical documentation for SIG, but also for the processing of daily business, translations, reprography and even hosting the Content Management System. This gives us more freedom to concentrate on our main task: the further development of carton packaging systems. Over the years we've come to know kothes, not only as a trustworthy and competent partner, but also as a company that's always available to advise us on the appropriate steps to take for the future of our technical documentation. Of course, this only works if you move, yourself! We're looking forward to continued successful cooperation."
Dirk Noske
Head of Legal Compliance & Documentation
SIG Combibloc Systems GmbH
