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Dell Computer

Comtech worked with the Dell Information Development project team in its DITA adoption and implementation of SDL Trisoft. Comtech guided Dell’s information architecture and assisted with the development of an Information Model and Authoring Guidelines. Comtech also assisted with process redesign work and developed PDF and XHTML stylesheets for publishing in English and 37 second languages.

Process maturity assessment

Dell commissioned Comtech to evaluate the effectiveness of processes for developing customer documentation in its 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. First, everyone in Information Development completed a questionnaire. Information gathered from this phase of the project was used 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.

After analyzing this data, Comtech consultants spent two days at Dell interviewing all of the department’s managers and a representative sample of the staff. Based on the additional information gathered from the interviews, Comtech prepared and submitted a report summarizing our findings and conclusions. 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.

For more information, visit our DITA Implementation and Pilot project support pages.

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