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We mapped the entire content creation process for recertification requests, which are articles reviewed every 12-24 months for relevance. The aim was to identify pain points and opportunities to reduce the 'time to market' to two weeks.
Teams inherit existing tools' that are not always aligned with their workflows and there is no way for teams to customize the tool to their workflow, leading to manual workarounds that create delays.
"...everything is broken up in a specific way to limit
the risk as much as possible based on the larger CCB
needs. So its... a philosophical limitation across at
this point."
Existing tools do not comprehensively address user needs. The reliance on workarounds, due to tool limitations, add more steps to make them usable and delay time-to-market.
"It's just that we use several tools to complete our process because the knowledge management tool that houses our procedures
isn't all-encompassing."
Writers depend on business leads for clear, accurate guidance and document version control. Documentation errors can lead writers to spend time searching for the
correct version, delaying their main tasks and leaving them uncertain about the final impact of their work due to a lack of transparency.
"We battle with it being outside of our control…. because the people that we work with to get our requirements that the writers work so hard on are not necessarily the people reading those procedures."
The necessity for teams to repeatedly double-check documents as a form of reassurance, due to a complex process requiring multiple reviews, delays time-
to-market.
"I don't really understand the point of writer if they're just going to copy and paste what we've already done." (from recertification)
Partners often view immediate requests as beyond their core responsibilities, requiring analyst to closely monitor and over-communicate on urgent requests. This creates a sense of disproportionate control and handover process, ultimately impacting the time to completion.
"I hear many teams say, 'I got a lot on my plate.
This is not my primary job'."
The complexity of numerous reviews and approval handovers, along with delayed responses and feedback from the stakeholders, significantly delays the time to
market. If handovers are not approved on time by the partners, this will further extend the article completion.
"We'll get it done, but it wil take longer for us to get to
the next status. It's the biggest bottleneck we have in
my experience."
Teams engage in ad-hoc tasks beyond their core responsibilities to meet managerial expectations, yet their performance is quantitatively assessed based on
productivity, availability, and accuracy. Contributions outside their core responsibilities remain unaccounted for in their scorecards.
"The level effort which we put in is sometimes I feel is
different and we can't put a generic value to the
numbers there."
Individual's credibility hinges on obtaining managerial approval, conforming to manager expectations boosts efficiency, but stifles open feedback.
"It could be something that I work on, and looks good and noticed by my manager, [...] and they're proud! And you know they're talking to their leadership about things that I'm working on."
Collaborating with stakeholders, we brainstormed solutions to enhance the content creation process, boost efficiency, and cut down the time to market, utilizing AI capabilities.
A new way of engaging with partners focuses on building awareness on the process and the consequences of delays. The intention is to improve mutual accountability through mandatory
training, shared metric dashboards and dedicated team members as points of contact for approvals.
Tailoring Change Manager to be a more flexible and collaborative tool that allows users to fully customize their
views and fields. It is fully aligned with their workflows and enables and fosters
collaboration between teams.
This concept suggests a mechanism for consumers of content to easily and directly share feedback with the creators of content.
A singular interface to edit content with AI-powered guidance to allow writers to 'skim' content effectively and make/approve edits where necessary
Building in the ability to summarize requirements and write a base article that can be quickly edited and shipped in a timely fashion
This concept automates approvals and eliminates the need to send and verify approvals via email
Like what you see? Even better—let’s collaborate! Get in touch.
ayushbiyani92@gmail.com