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Cybersecurity: It’s More Than Just Technology

Stefan Guertzgen

Last week I visited the ARC Forum in Orlando, and cybersecurity was one of the most prominent topics throughout the whole event. Here are some key lessons I learned:

There are different categories of cyberattacks. On one end are high-frequency attacks perpetuated by attackers with low-level skills. Those typically have a low impact on your company and its operations.

On the other end are less frequent but high-impact attacks that affect critical operations or that target high-value data. Such attacks require a high skill set on the attacker’s side.

How do you protect yourself and your company from both types of attacks?

The first category includes such things as spam, common viruses, or Trojans, most of which you can to fight with technology like spam filters or anti-virus software. However, the boundaries are blurring. The more the attacks move toward the high-impact category, the more you need resources with special skill sets that at least match those of the cyberattackers.

In other words, technology, skilled resources, and executive-level commitment and support must go hand-in-hand to build a resilient cybersecurity and threat protection system.

Sid Snitkin, from ARC, presented a five-stage maturity model comprising the following levels:

  • Secure
  • Defend
  • Contain
  • Manage
  • Anticipate

The higher you climb on this “maturity ladder,” the more skilled resources come into play, and the more you have to break up silos within and beyond your company boundaries. Dan Rosinski, from Dow Chemical, stated that “it takes more than a village” to establish a strong cybersecurity. Fostering collaboration between IT, engineering, operations, legal, safety, purchasing, and business is a critical success factor.

Also, cybersecurity is not a one-off exercise. As hacker’s skill sets grow exponentially, you need to dynamically revisit your strategy and tools. Increasingly, new hardware and software are developed with embedded security and self-protection, especially tools that are used at the perimeter of a company’s environment. Hence, cybersecurity should be considered as a journey that just has started.

Share your experiences and thoughts on cybersecurity with us!

For more insight on cybersecurity technology, see Machine Learning: The New High-Tech Focus For Cybersecurity.

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About Stefan Guertzgen

Dr. Stefan Guertzgen is the Global Director of Industry Solution Marketing for Chemicals at SAP. He is responsible for driving Industry Thought Leadership, Positioning & Messaging and strategic Portfolio Decisions for Chemicals.

How 3D Printing Will Energize The Chemical Industry - Part 2: Commercial Implications And The Future

Stefan Guertzgen

In Part 1 of this blog, I discussed key opportunity areas for 3D printing in the chemical industry. Let’s now take a look at commercial implications and the future ahead.

Commercial benefits

3D printing promises to reduce supply chain costs across all industries. For example, the ability to print spare parts on demand can save money through improved asset uptime and more efficient workforce management. 3D printing also helps control costs with reduced waste and a smaller carbon footprint. In contrast to traditional “subtractive” manufacturing techniques in which raw material is removed, 3D printing is an additive process that uses only the amount of material that is needed. This can save significant amounts of raw materials. In the aerospace industry, for example, Airbus estimates 3D printing could reduce its raw material costs by up to 90 percent.

From a manufacturing perspective, 3D printing can streamline processes, accelerate design cycles, and add agility to operations. Printing prototypes on site speeds the R&D development cycle and shortens time to market. Researchers can make, test, and finalize prototypes in days instead of weeks. Also, the ability to print parts or equipment on demand will eliminate expensive inventory holding costs and restocking order requirements and free up floor space for other purposes.

Of course, as mentioned earlier, the primary benefit of 3D printing for the chemical industry is the market potential of developing innovative proprietary formulations for printer feeds and owning the corresponding intellectual property.

Obstacles to adoption

As with most new technology introductions, barriers must be overcome for this potential to fully be realized. A much-discussed but unresolved issue is intellectual property protection. Similar to the way digital music is shared, 3D printable digital blueprints could be shared illegally and/or unknowingly either within a company or by outside hackers.

In addition to digital files, users can print molds from a scanned object and use them to mass-produce exact replicas that are protected under copyright, trademark, and patent laws. The problem will continue to grow as companies move to an on-demand manufacturing network, requiring digital blueprints to be shared with independent fabricators. Gartner predicts that by 2018, 3D printing will result in the loss of at least $100 billion per year in intellectual property globally.

Regulatory issues are slowing the adoption of 3D printer applications. This is especially applicable in the medical and pharmaceutical industries, but has potential impact in many markets. For example, globally regulating what individuals will create with access to the Internet and a 3D chemical printer will be difficult. Also, as 3D printing drives small and customer-specific lot sizes, it will likely spur an explosion of proprietary bills of material and recipes, which will be hard to track and control under REACH or REACH-like regulations. Because this is a new frontier, many regulatory issues must be addressed.

In addition to legal and regulatory challenges, the industry has a long way to go to reliably reproduce high-quality products. Until 3D printing can match the speed and quality output requirements of conventional manufacturing processes, it will likely be reserved for prototypes or small-sized lots.

3D printing: a new frontier

While 3D printing has not reached the point of use for large-scale production or to consistently make custom products, ongoing innovations drive high demand. Gartner’s 3D printer market forecast estimates that shipments of industrial 3D printers will grow at a compound annual growth rate (CAGR) of 72.8 percent through 2019 – from almost $944.3 million to more than $14.6 billion. The number of 3D printers purchased each year is expected to increase to more than 5.6 million units in 2019, a CAGR of 121.9 percent.

3D printing will initially help chemical companies increase profitability by lowering costs and improving operational efficiency. However, the industry-changing opportunity is the chance to develop new feeds and formulations. The most successful chemical companies of the future will be the ones with the vision to begin developing and implementing 3D printing solutions today.

How far are you in implementing 3D printing as part of your overall digital transformation strategy? Feel free to share your thoughts and ideas with us!

For more on the implications of 3D printing technology, see 6 Surprising Ways 3D Printing Will Disrupt Manufacturing.

Comments

About Stefan Guertzgen

Dr. Stefan Guertzgen is the Global Director of Industry Solution Marketing for Chemicals at SAP. He is responsible for driving Industry Thought Leadership, Positioning & Messaging and strategic Portfolio Decisions for Chemicals.

How 3D Printing Will Energize The Chemical Industry - Part 1: Key Opportunity Areas

Stefan Guertzgen

It’s been nearly 30 years since Chuck Hull, the “Thomas Edison” of the 3D printing industry, introduced the first 3D printer. Since that time, 3D printing, otherwise known as additive manufacturing, has been used to create everything from shoes to airplane parts to even food. Although issues such as durability and speed have kept 3D printing from being used in mainstream manufacturing to date, the industry is making tremendous advancements.

The growing adoption of 3D printing by more markets is being driven by three primary developments. First, the cost of 3D printing is rapidly decreasing due to lower raw material costs, stronger competitive pressures, and technological advancements. According to a recent report by IBISWorld, the price of 3D printers is expected to fall 6.4% in 2016.

Second, printing is getting faster. Last year, startup company Carbon3D printed a palm-size geodesic sphere in a little over six minutes, which is 25 to 100 times faster than traditional 3D printing solutions. The company’s unique printing approach applies ultraviolet light and oxygen to resin in a technique called Continuous Liquid Interface Production to form solid objects out of liquid. Traditional additive printing is getting faster as well.

The third driver of 3D printing growth is the ability of new printers to accommodate a wider variety of materials. Aided by innovations within the chemical industry, a broad range of polymers, resins, plasticizers, and other materials are being used create new 3D products.

While it is impossible to predict the long-term impact 3D printing will have on the world, the technology likely will transform at least some aspects of how nearly every company, in nearly every industry, does business. In fact, the chemical industry already has implemented 3D applications in the fields of research and development (R&D) and manufacturing.

Developing innovative feedstock and processes

Chemicals is a highly R&D focused industry. In 2014, $59 billion was invested in R&D to discover new ways to convert raw materials such as oil, natural gas, and water into more than 70,000 different products. There’s a vast opportunity for 3D printing to develop innovative feedstock and corresponding revenue in the chemical industry . While over 3,000 materials are used in conventional component manufacturing, only about 30 are available for 3D printing. To put this in perspective, the market for chemical powder materials is predicted to be over $630 million annually by 2020.

Plastics, resins, as well as metal powders or ceramic materials are already in use or under evaluation for printing prototypes, parts of industry assets, or semi-finished goods, particularly those that are complex to produce and only required in small batch sizes. Developing the right formulas to create these new materials is an area of constant innovation within chemicals, which will likely produce even more materials in the future. Below are a few examples of recent breakthroughs in new materials for 3D printing.

  • Covestro, a leader in polymer technology, is developing a range of filaments, powders, and liquid resins for all common 3D printing methods. From flexible thermoplastic polyurethanes (TPU) to high strength polycarbonate (PC), the company’s products feature a variety of properties like toughness and heat resistance as well as transparency and flexibility that support a number of new applications. Covestro also offers TPU powders for selective laser sintering (SLS), in which a laser beam is used to sinter the material.
  • 3M, together with its subsidiary Dyneon, recently filed a patent for using fluorinated polymers in 3D printing. There are many types of fluorinated polymers, including polytetrafluoroethylene (PTFE), commonly known as Teflon, which often is used in seals and linings and tends to generated waste in production. The ability to print fluorinated polymers means they can be manufactured quickly and affordably.
  • Wacker is testing 3D printing with silicones. The process is similar to traditional 3D printing, but uses a glass printing bed, a special silicone material with a high rate of viscosity, and UV light. The printer lays a thin layer of tiny silicone drops on the glass printing bed. The silicone is vulcanized using the UV light, resulting in smooth parts that are biocompatible, heat resistant, and transparent.

The chemical industry is also in the driver’s seat when it comes to process development. Today about 20 different processes exist that have one common characteristic – layered deposition of printer feed. The final product could be generated from melting thermoplastic resins (e.g. Laser Sinter Technology or Fused Deposition Modeling) or via (photo) chemical reaction such as stereolithography or multi-jet modeling. For both process types, the physical and chemical properties of feed materials are critical success factors, not only for processing but also for the quality of the finished product.

3D printing of laboratory equipment

Laboratory equipment used for chemical synthesis is expensive and often difficult to operate. Machinery and tools must be able to withstand multiple rounds of usage during the product development process. With 3D printing, some of the necessary equipment can be printed at an affordable cost within the lab. Examples of equipment already being created with 3D printing include custom-built laboratory containers that test chemical reaction and multi-angle light-scattering instruments used to determine the molecular weight of polymers. Some researchers are also using 3D printers to create blocks with chambers used to mix ingredients into new compounds.

3D printing for manufacturing maintenance and processes

In addition to printing equipment used in laboratories, some chemical manufacturers are using 3D printers for maintenance on process plant assets. For example, when an asset goes down due to a damaged engine valve, the replacement part can be printed onsite and installed in real time. Creating spare parts in-house can significantly reduce inventory costs and increase efficiency because there is no wait time for deliveries. Chemical manufactures are also started to print prototypes (e.g. micro-reactors) to simulate manufacturing processes.

For companies that don’t want to print the parts themselves, there is now an on-demand manufacturing network that will print and deliver parts as needed. UPS has introduced a fully distributed manufacturing platform that connects many of its stores with 3D printers. When needed, UPS and its partners print the customer-requested part and deliver it. Connecting demand with production capacity is known as the “Uber of manufacturing.”

While not all parts will be suitable for 3D printing and work still needs to be done in terms of durability and materials, the potential reduction in inventory costs is significant. In the United States alone, manufacturers and trade inventories were estimated at $1.8 trillion in August 2016, according to the U.S. Census Bureau. Reducing inventory by just two percent would produce a $36 billion savings.

For more about 3D printing in the chemical industry, stay tuned for Part 2 of this blog, which will address commercial benefits, risks, and an outlook into the future. In the meantime, download the free eBook 6 Surprising Ways 3D Printing Will Disrupt Manufacturing.

Comments

About Stefan Guertzgen

Dr. Stefan Guertzgen is the Global Director of Industry Solution Marketing for Chemicals at SAP. He is responsible for driving Industry Thought Leadership, Positioning & Messaging and strategic Portfolio Decisions for Chemicals.

3 Ways Robots Will Co-Evolve with Humans

Christopher Koch

Comments

About Christopher Koch

Christopher Koch is the Editorial Director of the SAP Center for Business Insight. He is an experienced publishing professional, researcher, editor, and writer in business, technology, and B2B marketing. Share your thoughts with Chris on Twitter @Ckochster.

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Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Gavin Mooney

About Gavin Mooney

Gavin Mooney is a utilities industry solution specialist for SAP. From a background in Engineering and IT, Gavin has been working in the utilities industry with SAP products for nearly 15 years. He has had the privilege of working with a number of Electricity, Gas and Water Utilities across the globe to implement SAP’s Industry Solution for Utilities. He now works with utilities to help them identify the best way to run simple and run better with SAP's latest products. Gavin loves to network and build lasting business relationships and is passionate about cleantech and the fundamental transformation currently shaking up the utilities industry.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Kris Hansen

About Kris Hansen

Kris Hansen is senior principal, Financial Services for SAP Canada. He is focused on understanding the financial services industry and identifying new and interesting digital opportunities that create disruptive business value.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About Wilson Zhu

Wilson Zhu is a Marketing Manager at SAP. He focuses on the topic of Digital Supply Chain and IoT. Follow him on Twitter: @thezhu.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Roger Noia

About Roger Noia

Roger Noia is the director of Solution Marketing, SAP Jam Collaboration, at SAP. He is responsible for product marketing and sales enablement for our dedicated sales team as well as the broader SAP sales force selling SAP Jam.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Drew Schiller

About Drew Schiller

Drew Schiller co-founded and serves as the Chief Executive Officer of Validic, the leading digital health platform for connecting patient-generated data from apps, wearables, and in-home medical devices to the healthcare system. At Validic, Drew leads the corporate strategy, drives key day-to-day initiatives, and works closely with senior executives at partner organizations to stay ahead of the innovation curve.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Carolyn Beal

About Carolyn Beal

Carolyn Beal is senior director of Solution Marketing for Social Software at SAP. Her specialties include product marketing, marketing communications, CRM, and demand generation.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Jayne Landry

About Jayne Landry

Jayne Landry is the global vice president and general manager for Business Intelligence at SAP. Ms. Landry joined Crystal Decisions in 2002 and came into SAP through the Business Objects acquisition in 2007. A seasoned executive with 20+ years of experience in the technology sector, Jayne has held leadership roles in high-tech companies in the CRM, mobility, and cloud applications space. Ms. Landry holds a Bachelor of Commerce degree from the University of Auckland, and has continued executive development with Queen’s University, Ontario, and through work with the Sauder School of Business at the University of British Columbia.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim and Michael Rander

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

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Rick Knowles

About Rick Knowles

Rick Knowles is senior vice president (SVP) and general manager (GM) of the partnership between SAP SE and Apple, Inc. In this role, he oversees the strategic roadmap in building state-of-the-art applications for some of the most complex business systems in the world. Rick has been with SAP for close to 20 years, where he has held executive positions such as SVP and chief of staff, GM of One Customer Experience, and SVP and chief operating officer for SAP Americas, the company’s largest geographic market. You can follow him on Twitter @RickKnowlesSAP.

About Michael Rander

Michael Rander is the Global Research Director for Future Of Work at SAP. He is an experienced project manager, strategic and competitive market researcher, operations manager as well as an avid photographer, athlete, traveler and entrepreneur. Share your thoughts with Michael on Twitter @michaelrander.

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