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Re: Correlations between docs and bottom line

Subject: Re: Correlations between docs and bottom line
From: quills -at- airmail -dot- net
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 24 Oct 2002 21:56:02 -0500


At 5:23 PM -0400 10/24/02, Benedicto, Brandon T wrote:

List members:

Do any of you have ideas on discovering how a department's production of
documents relates to an organization's bottom line?

To elaborate, I'm interested in knowing what sorts of variables one might
want to consider analyzing. For example,

organization's revenue
organization's costs
organization's profit
doc dept.'s human-capital costs
doc dept.'s production costs
quality rating of docs
help desk's rate of incidents received
help desk's costs (or revenue) per incident
# of help desk incidents received due to faulty docs
# of help desk incidents not received due to stellar docs
etc.

In short, have any of you ever successfully demonstrated how the
production/quality of docs can be tied statistically to the overall
financial health of the organization to which the doc dept. belongs?

Thanks in advance for your insights and suggestions...

Brandon,

I only have anecdotal evidence, Since Microsoft stopped producing a manual for their software, I have not purchased, nor recommended for purchase any Microsoft software product.

I always figure that if they want me to use their software, they can darn well explain how to use it.

As for the Help system, that doesn't cut it. It is not informative nor descriptive enough, nor detailed enough.

Scott


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References:
Correlations between docs and bottom line: From: Benedicto, Brandon T

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