Scandinavian Airlines (SAS)

• Many tasks of the Back Office had been redefined and transferred to Front Office staff

• Procedures and documentation were not updated.  They were then updated and inserted into the KMS and used for training

• Training course was reduced from 3 days to ½ a day

• Reference documentation was reutilized as training material, permitting a reduction in costs

A Large Pharmaceutical Company

Results obtained following the implementation of  Information Mapping™:

• Reduction to 50.2 days for average review time for standard release of documentation to the FDA (industry average: 160 days)

• Reduction of time needed for preparation of the release due to “reusable” information

• Adherence to CEE directives for medical equipment – simplified with standard multi-lingual labelling (Mapped) for packing and shipping 

Il Caso American Express

• Customer Service receives an average of 800,000 weekly phone calls

• On average, Customer Service Representatives refer to documentation for 38% of cases

• AMEX’s objective was the standardization and optimization of global reference documentation

•  5,000 pages of paper based documentation was converted for online use thereby reducing the average phone call by 60 seconds and resulting in a cost savings of 20%

Reductions achieved:

• 75% of time spent in developing standard operating procedures

• 70% of questions directed to supervisors

• 80% of call volumes

• 83% of time spent in training

• 54% of error rates

• 80% of time spent in procedure completion

• 81% of time spent in information recovery

Improvements obtained:

• 100% increase in client satisfaction rate

•  25% improvement in adherence rates

• 32% increase in information recovery accuracy 

Florida Power & Light: Launch of a web-site with high commercial success

Florida Power & Light (P&L), who provides services to more than 7 million customers, has launched www.fpl.com, its commercial web-site.

FP&L decided to redesign its web-site in order to create a more streamlined environment that was both informational and useful for users.

The company strategy was to organize information in order to make the site easier to reference, by task in one section, while in the other, by information that was both interesting and useful.

An initial review of the site revealed that 60-80% of content was accessible only after 11 mouse clicks.  To facilitate faster searches,FP&L organized its new site so that it could guarantee that information was readily available.  Users can now find 90% of relevant content in 3 mouse clicks.

The process of publishing information to the web-site became more efficient with the application of Information Mapping™ as a standard as well as determining who should provide content to the Business Unit.

According to Anne Bradley (Chief e-Business Architect of FP&L): “We have created an e-Business environment that allows 100 providers to be a single voice.  Our information-standardizing solution was so simple that everyone was stunned by the efficiency.”

Compaq France: Cost savings in document creation and translation

Compaq France received documentation in English for its products, services and training materials from USA Headquarters.

Compaq France was responsible for the translation and localization of that documentation into several European languages, including French.