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Globalization Self-Service Process & Tool Disclosure Number: IPCOM000125900D
Original Publication Date: 2005-Jun-20
Included in the Prior Art Database: 2005-Jun-20
Document File: 2 page(s) / 19K

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The proposed self-service graphical web tool can be used to submit & retrieve issues & resolutions. Along with this, the self-service process of submitting error descriptions & resolutions by all teams involved, needs to be enforced. The advantages include an easy & efficient way of organizing, locating, viewing common errors/oversights & corresponding resolutions. In addition, a reporting capability for each project/release & trend analysis capability may help in identifying more long-term methods to handle these issues. This tool can be readily used by all interfacing teams as a self-service reference tool when they encounter a problem. The self-service approach will allow for quicker turnaround of common/simple issues, despite teams being located in different time zones. Moreover, this provides a means to retain intellectual capital, even when members leave the team or the organization.

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Globalization Self-Service Process & Tool

In a typical globalization project, the globalization team interacts with multiple teams during the different phases of the project life cycle. These are usually the development team, Globalization Verification Test team (GVT), Translation Verification Test team (GVT), Double byte Character Set Integration Verification test team (DBCS-IVT), Publication team & Translation team. Almost always, these teams are physically located in different countries & different time zones.

The number & complexity of the interactions & the cultural differences (& resulting communication issues), tend to create significant problems during the project life cycle. However, the majority of these problems relates to common environmental or setup issues & is often repeated across phases & even across projects. These issues are typically resolved by the globalization project team member sending an e-mail or by checking/updating the relevant team' s test environment. This takes away precious time cycles, especially when there are rigorous product delivery timelines to meet. Furthermore, time zone differences could result in a team losing an entire day, while waiting for information from an engineer that can be used to solve their problem.

Resulting problems during the project life-cycle:
1. Team member turn-over between versions of product releases
2. Team members not reading/following setup instructions carefully or inadvertently overlooking some steps
3. Significant cost/schedule impact due to delay in responses caused by virtual teams in different time zones
4. Common errors/resolutions not consolidated & documented in a manner that can be readily accesse...