12.2 Online Manual Issues


12.2 Online Manual Issues

12.2.1 Impact of the Online Manual

With the advent of enhanced information technology networks, many organizations are either already networked or plan to be in the near future. Any move to place the manual online will have an immediate impact in the ease of control. The amount of software available for online use is overwhelming. The platforms are either self developed or based on readily available software [1]. It is not uncommon to find both the certificates of registration and the manual on an organization's website.

However, as the manual serves as an excellent marketing tool, we will still want to produce uncontrolled hard copies under the same conditions mentioned earlier. In other words, an online manual tends to always end up a mix of electronic and hard-copy media. This is often true for the entire documentation system because we find that drawings, blueprints, schematics, data sheets, and production tags, for example, tend to remain as hard copy, especially in smaller companies. Larger companies tend to favor more electronic files via scanned documents, but this requires an extensive and sophisticated computer system.

12.2.2 Key Factors

The decision to go online involves the solution of a number of critical factors, several of which are beyond the scope of this text. However, a few examples of some key factors include the following:

  • Structured hypertext [2]: The use of hypertext alone will not guarantee an effective system unless the entire documentation structure is logically designed on the basis of hierarchal need. The old adage, garbage in, garbage out, still holds true. The online manual's cover page is an excellent location to place hyperlinks, not only to the manual's sections, but to the master lists for all the tiers.

  • Available expertise: Even if the choice is made to go with off-the-shelf quality management system software (QMS/W), we have found it necessary to have someone on board who is a computer expert, in conjunction with a dynamic training program. Most importantly, there is a clearly defined need to have support available 24 hours a day, 7 days a week. The reason for this is that QMS S/W packages are designed to manipulate ideas as opposed to MRP- and SPC-type packages that are designed to manipulate data. As a result, there is a constant need for clarification as to what the information means when ideas are involved. Also, unless you have personally designed the QMS S/W databases you will be ill equipped to correct logical software glitches.

  • Graphics (flow charts, tables): Although graphics, and in particular flow charts, can greatly enhance the overall effectiveness of a document's usefulness, unless there is clear evidence that the flow charts can be effectively integrated into the document's application software, it may be better to use tables as a means of clarity. It is always best to know the limits of interoperability for your software before you invest a great deal of time and funds into any type of graphics.

  • Training issues: The moment the decision is made to go online, the training must begin immediately. As we noted previously, it has been our experience that online systems require far more training than hard-copy systems.

  • Projection systems: To avoid an unacceptable level of dropped hard copy in an online system (e.g., for meetings or training sessions), it is advisable to install projection systems that are driven by your computers. The issue is one of projection intensity, and it needs to be checked out before installation to keep everyone in the room from dozing off in front of the president. Modern projection systems (somewhat costly) have intense light capabilities, so this problem should no longer exist.

  • Online impact on registrars and assessors: Presently, online QMS documentation systems are quite common, but you will find a wide range of methods used by third-party assessors to accept and recommend certification for an online system, particularly when document usage is often performed at the customer's or a distant sales office's site. It is best to check in with your registrar and develop a mutually agreeable audit plan that will resolve this issue. I have been able to use downloaded manuals for this purpose from my clients without trouble. Just keep the number of documents transferred on the Web to a reasonable number.

[1]The ASQC publication Quality Progress issues a yearly summary of available software. See, for example, "2002 Software Showcase and Directory," January 2002. Also, "2002 Quality Sourcebook," Quality Digest, January 2002.

[2]An excellent discussion on structured hypertext is given in Horn, Robert E., Mapping Hypertext, Lexington Institute, Information Mapping, Inc., Waltham, MA, 1989.




ISO 9001(c) 2000 Quality Management System Design
ISO 9001: 2000 Quality Management System Design
ISBN: 1580535267
EAN: 2147483647
Year: 2003
Pages: 155

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