Year of collaboration
2023 – ongoing
Context
A global healthcare company
Grifols is a leading global healthcare company, founded in 1909. They specialise in innovative plasma-derived medicines, other biopharmaceuticals, and solutions in transfusion medicine. Their medicines and devices improve the health of millions of patients around the world.
Aim
Updating paper manuals to online digital documentation
As part of their product range, Grifols produce sophisticated blood analysis devices. These devices are key to monitoring patients with a variety of conditions, and to ensure the devices are performing optimally, Grifols Service Engineers provide regular maintenance and inspections.
Grifols wanted to improve and simplify the maintenance and inspection process, so it decided to move to a digital service manual, which included maintenance and inspection checklists.
As aftermarket information, the presentation and accuracy of these documents is important for Grifols, as well as to the successful use of their devices.
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Challenges
Providing engineers with accurate and up-to-date materials
The 3di team needed to work closely with the Grifols stakeholders to understand how they worked on their range of blood analysis devices, and what information they needed as part of their content migration.
After the initial migration from print documentation to digital, the service engineers continued to provide feedback and suggestions for improvements.
Through this iterative process, what had been separate printed documents, the maintenance and inspection checklists, service and maintenance procedures, and the spare part lists became an integrated set of pages within a new digital Service Manual. Grifols’ Service Engineers also needed access to the new digital documentation on their tablet devices, even if they didn’t have an internet connection.
Grifols also needed to translate the new digital service manual into 16 languages, so would need a documentation partner with the ability to create localized versions of this documentation.
Solution
Building a glossary and software localization testing
The 3di team:
- Created maintenance and inspection checklists that could be completed digitally in a browser and saved as a record of the inspection and service procedures.
- Published checklists that provide links to the appropriate procedures in the Service Manual, making it easy for the Service Engineers to look up the correct actions if necessary, as well as which tools, spare parts, and preconditions are required.
- Launched a new spare parts list, which can be searched and filtered to make it quicker for the service engineers to find the appropriate spare part.
- Created localized versions of the service manual in 16 different languages.
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Result
More efficient, centrally-controlled documentation
- The system was debuted at the Grifols steering committee, where it received universal praise.
- Since its implementation, service engineers have had quicker and easier user access to spare parts information, as well as higher confidence in the processes, tools, and parts needed for each maintenance task.
- The new documentation has also made it much easier for Grifols’ authoring team to control updates. The project has been so successful that Grifols are now rolling this out to the full product range, as well as a localized versions of their documentation.
- Since the initial project, 3di has become a content operations partner of Grifols, providing consultancy, technical writing, and localization services for multiple Grifols products.