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How Our Workflow Processes Support Content Development

Diana Hvistendahl, PMP

The IT department might not be the first thing that comes to mind when you think of establishing processes, creating guidebooks or workflows, and improving references to simplify training, but a new team at IWCO Direct is changing that. The Information & Process Services Department, a part of our IT organization, offers a variety of services that help other departments develop important content and visual process documents while getting organized. Here are some of the services we offer:

  • SharePoint services to set up sites and design custom document libraries, forms, and workflow apps.
  • Technical Writing services to establish user guides, Standard Operating Procedures, training material, etc.
  • Corporate Training services that extend beyond classroom instruction (e.g., eLearning module design and deployment, hands-on workshops, etc.)
  • Business Process Management services to help create interactive process flow diagrams that link to supporting material such as SOPs, forms, systems, etc., so employees have an online reference system for their job function.
  • Business Intelligence services to create visuals dashboards to help our organization make important decisions.

As an example of the support Information & Process Services can provide other teams, let’s look at our ongoing engagement with the Content Development (CD) Department, which is part of our Operations team.

Supporting Content Development with Information & Process Services

A little bit about the department: CD prepares data and other files, executes document content layout, proofs documents, and releases them to our production groups upon client approval. This department includes programmers and quality control professionals who possess very specialized technical skillsets. Historically, their training programs consisted of knowledge sharing and job shadowing, which is helpful for hands-on learning, but lacks source-of-truth documentation that ensures everyone is using the same methodology and best practices. That’s where our team comes in.

Now, with the help of some new Information & Process Services team members—the Process Manager and the Technical Trainer/Instructional Designer—we are able to offer training resources that provide timely, self-serve, and standardized help. Specifically, we have been working on the following function improvements:

  • Process Change Management

Our Process Manager has developed a strong understanding of all changes to processes and procedures in the CD department and each change’s consequences. Because of this, she has been able to provide documentation to fill process gaps and implement changes. She is also now able to provide business process analytics to others in IT to recommend system changes that will improve CD processes.

  • Business Process Mapping on SharePoint

All of the processes and procedures for the CD department are published and linked together in a Business Process Management tool, accessible on the CD team’s SharePoint site. The process diagrams provide a visual map of how each step fits together and which path to take in different scenarios. Each step of the process links to a step-by-step procedure that comes in handy for employees.

  • eLearning Modules via Learning Management System (LMS)

In addition to all the Business Process Management resources available on SharePoint, the CD team can now also leverage several eLearning courses, created and launched by our Technical Trainer/Instructional Designer. Any time there is a considerable training need that can be fulfilled by an online course, she publishes an eLearning module in our LMS, assigns it to the correct audience, and then the system automatically tracks quiz scores and course completions. The LMS also employs training surveys so we can continue to improve these training offerings over time.

In the near future, we will be demonstrating how our LMS is able to display an entire training curriculum for each employee in the CD department. This will include the assigned eLearning courses, LinkedIn Learning videos, and system user guides. The curriculum will be visually organized and a one-stop-shop for all things related to CD training.

We are excited to help make learning a central focus for CD and other teams at IWCO Direct. This learning focus will help expand and improve our specialized skillsets, and allow us to exceed the expectations of our clients. Stay tuned to SpeakingDIRECT to hear more about our team’s future efforts and other initiatives to improve efficiency.

link https://www.iwco.com/blog/2019/05/24/content-development-process-improvement/
Diana Hvistendahl, PMP


Diana Hvistendahl, PMP

Director, Information & Process Services. Holds a bachelor’s degree from St. Olaf College and a master’s from Metropolitan State University. Has been viewing challenges as opportunities for team-building at IWCO Direct for more than five years. When not improving processes and creating new tools to increase efficiency at IWCO Direct, she enjoys spending time with her two daughters and visiting her husband’s distillery.

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