"In 1999, I produced manuals for only six cameras. Now I am the only technical writer for 700 manuals, translated into 21 languages and with over a 100 camera models ... Automation with Skribenta enables me to manage this ....and we have still not reached our maximum capacity."
 FLIR Systems are one of the world leaders in the design, manufacture and marketing of thermal imaging and stabilized camera systems for a wide variety of applications in the commercial, industrial and government markets, internationally as well as domestically. FLIR's thermography business primarily consists of the design and manufacture of hand-held thermal imaging systems that can detect and measure minute temperature differences, which are useful for a wide variety of industrial and commercial applications. Uses for their thermography products include high-end predictive and preventative maintenance, research and development, test and measurement, leak detection and scientific analysis. FLIR Systems is headquartered in Portland, USA and listed on NASDAQ. FLIR's annual turnover exceeds 3.5 billion and they employ over 1 300 people around the world. The products are manufactured both in Sweden and the United States. Sales are in 65 countries.
FLIR Systems was founded in 1978 and by 1999 there were six infrared cameras on the market. In 2003, FLIR's product line had grown to about 40 models and projections at that time were that there would be more than 60 models by 2008. These projections to manage over 100 a models meant that more than 700 unique manuals, translated into 21 languages would need to be produced every year. To put it into prospective, in 2003 FLIR produced about 130 000 pages of documentation. With up to four new versions per year, this totals to over half a million pages a year. Another estimate indicated that the number of individual manuals required would increase by 20% every year to meet product demands.
FLIR employed one full time person in 1999 to manage the six models of cameras. With the projections made in 2001, one would think that you would need to increase the staff to handle all the new manuals. In fact, no new staff were hired because Skribenta automated the process to a point where high quality content, with consistent output could still be managed by one writer.
Without Skribenta we would have needed to hire 10 more technical writers to handle the documentation
As the FLIR Systems product line grew, it became imperative to explore new ways to publish and manage their documentation. A major reason why they decided to abandon the previous document writing software for an XML-based publishing tool was because of a strategic decision to move the product development into a more modular system. This meant that the translation requirements increased while at the same time the lead time available to complete a translation became less.
After selecting Skribenta as the preferred software, the Excosoft consultants worked with the staff at FLIR to gradually implement and adapt Skribenta while still enabling work to continue in tandem with the old system. In just over two months after Skribenta was implemented and customised for FLIR, the first deliveries of the print-ready PDF files were made to the printer. Mats Broberg, who was involved in the transition and has worked in the technical communications department since 1999, estimates that his department has eliminated the need to hire a dozen technology communicators to manage the documentation because Skribenta automated the process:
"In 2002, we were the first to implement the new version of Skribenta into our daily routine, and because I had a close dialogue with Excosoft while we integrated it into our own system, we have a system that meets all the demands we place on an automated and highly cost-effective manual production. I estimate that Skribenta reduced the internal costs of maintaining our manuals by 75%and translation costs by 30%. And despite the large number of new models our engineers have developed, we did not have to hire anyone new to the department."
Recycling simplified with all documentation in the master-document
Now at FLIR Systems, all the content relating to the company's modular camera is stored in the Skribenta master document. Because all the documentation is in one place it makes it easier to reuse information. A direct benefit of this is the greatly reduced maintenance costs.
"With Skribenta I can quickly see what changes are made in a document and send only those sections for translation. The rest is already translated. When a translation is finished the text is automatically added into the correct places, "explains Mats.
Another development is that a CD, containing electronic copies of the manual, is sometimes included with the product. Mats Broberg says that the constant need to adapt to different publishing strategies is necessary with the time to market deadlines becoming shorter and changing needs of the customers. The product life cycle is shorter today which directly impacts the way the documentation is managed. With Skribenta it is easy for Mats to respond to the these requirements.
"It may be that in future, we still have a technology information officer, but only at half-time," says Mats.
Gains through automation with Skribenta
- The cost of maintaining the manuals has been reduced by 75%
- Translation costs have fallen by about 30%
- One person has time to produce 700 books and handle 21 languages versions
- Skribenta is different in content and form - enables the writer to focus on quality print work
- Sharply reduced lead times
- Version and configuration managed folders and files - to facilitate traceability and quality assurance
- Future-proof and open publishing environment that is supported by numerous software applications and supporting standards
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