IT and cybersecurity documents- Shea case study

IT and Cybersecurity Documentation

Shea has entered multiple contract extensions with this client to continue developing standards, guidelines, processes, and procedures. Shea technical writers helped the IT Department achieve an unprecedented Cybersecurity Maturity score, the highest among all out-of-kingdom subsidiaries. This accomplishment resulted in future work with additional company subsidiaries. When the client’s IT Department needed additional assistance with documents, they requested a specific Shea technical writer by name. In 2021, the client entered into a Master Services Agreement with Shea for future work, giving Shea preferred vendor status.

Control of Work Documentation- Shea Case Study

Control of Work Documents

Shea worked with the client and a team of subject matter experts to:

  • Develop a work schedule timeline.
  • Create a comment tracking worksheet for use throughout the project.
  • Transition the document into anew template with fresh formatting
  • Revise the document based on comments from reviewers, management, senior leadership, the operational management system (OMS) Librarian, and legal team.
  • Organize, merge, and input comments from reviewers, management, and legal team.
  • Develop a Control of Work guidance document that includes examples of successful practice implementation
  • Gather and organize information from various applicable Group Defined & Recommended Practices and Interntaional safety standards.
  • Perform gap analysis based on reference documents and lessons learned.
  • Facilitate multiple workshops with SMEs.
SOPs for Power Generation Company- Shea Case Study

SOPs for Power Generation Company

In anticipation of an upcoming audit this client hired Shea to:

  • Quickly complete revisions to hundreds of procedures.
  • Provide consistent formatting
  • Update legacy procedures to ensure accuracy.
  • Develop a consistent procedure template.
  • Adhere to stated brand guidelines.
Project Support Int. Utilities Company- Shea Case Study

Project Support Services for an International Utilities Company

Initially, Shea provided the following services:

  • Scribing and editing of meeting decisions and action items

In March 2022, the scope of Shea’s provided services was expanded to include
the following:

  • Document control
  • Meeting facilitation
  • Project management support
  • Capturing existing process workflows and revising them to improve efficiency
  • Advising functional groups on documentation process improvements
  • Creating PowerPoint presentations and Visio organizational charts
  • Scribing for highly confidential meetings and creating follow-up action lists
  • Developing a Document Control standard operating procedure (SOP) including hyperlinks to document storage
  • Serving as the central point of contact between the client’s engineering department and external contractors, for critical engineering document review
  • Maintaining detailed document review logs and critical response dates
Employee handbook for Independent School District in Texas - Shea Case Study

Employee Handbook for a Texas Independent School District

A south Texas ISD contacted Shea Writing & Training Solutions to assist with the annual revision of the district’s Employee Handbook. Shea was hired to:

  • Work within a tight timeframe.
  • Create a template with consistent formatting and attention to graphic design.
  • Format and edit the existing Employee Handbook content.

Our success in providing a visually engaging format and quick turnaround in delivering the revised handbook has led to a continued working relationship with the district, and our engagement in several subsequent projects.

Technical Writing for a National Energy Company- Shea Case Study

Technical Writing for a National Energy Company

Shea became a preferred vendor and developed hundreds of standards, guidelines, procedures, and technical papers for the client. When assistance was needed, the client often requested a specific Shea technical writer by name. Even as the energy company weathered management changes and oil price fluctuations, the Shea relationship was deemed business critical.

Throughout our ongoing engagement with the energy company, Shea’s writers met challenging deadlines and significantly improved company processes related to writing and approving internal and external publications. Shea solidified a lasting client relationship by consistently providing the company with expert writers who contributed to setting and meeting company goals.

Marine Tension leg plateform

Safe Work Practices for an Offshore LP

The client hired Shea Writing & Training Solutions to improve usability and effectiveness in the following areas:

  • Version control
  • Organization of Engineering and Operations information
  • Environmental, Health, and Safety (EHS) document length

Shea provided improved usability and effectiveness by:

  • Performing one-time activities to methodize future work
  • Consulting on usability and effectiveness improvement
  • Developing a prototype for all Safe Work Practices (SWP)
  • Monitoring the approval, editing, and formatting of the SWP prototype
  • Performing the standard document review process for the SWP

The following Safe Work Practices and associated files were updated as part of this project:

  • Conducting Hot Work
  • Confined Space Entry
  • Critical Device Positioning Systems
  • Deck and Floor Openings, Holes, and Unprotected Perimeters
  • Energy Isolation Lock Out Tag Out
  • Out of Service Bypassing
  • Piping Isolation
  • Working from Heights
User manual Industrial Electronics Provider

User Manuals for an Industrial Electronics Provider

In 2018, Shea Writing & Training Solutions was contacted by a new client, a leading provider of industrial electronics and instrumentation for the global energy industry. The client had developed a new compact rotary meter with a digital index. At the same time, one of their product software platforms was being updated to include support for this new meter, that would enable users to communicate with and configure the meter from their computers. Shea was brought into the project to update the software manual, and to create a product installation guide, and an installation, operation, and maintenance (IOM) manual for the new meter.

Shea worked closely with the client’s product development team and subject matter experts (SMEs) to:

  • Assess client template and branding requirements, evaluate their documents and goals, and assemble a prototype.
  • Develop new document templates to be used for this project and future projects, to facilitate document consistency and ease-of-use.
  • Review product requirements, illustrations, designs, and specifications to determine applicable content.
  • Create and incorporate illustrations from design documents.
  • Capture and label screen images, photographs, and figures to reinforce document content.
  • Complete all work in tandem with the product’s release.
  • Update the existing software manual to include software updates and support for the new meter.
  • Document user experiences.
  • Provide feedback to the development team about the hardware and software designs.
  • Maintain consistent, open communication with the team to report on progress, gather information, and facilitate comment resolution meetings throughout the project.
  • Work with the team to test the final delivery of the software manual on the software media.
User manual

User Manual for a Software Company

This client contacted Shea Writing & Training Solutions in 2021 to prepare a user manual for their exclusive software. The client required that the user manual be completed before the date of the software’s delivery to a large client.

Shea continuously collaborated with the client to update the user manual with a high level of detail and accuracy. The client highly praised the final version of the user manual and expressed interest in continuing a relationship with Shea in the future.

Shea launched the project with a kickoff meeting with key members of the Management team, where a project timeline, estimated deadlines, and work methods were established. Shea quickly built a strong working relationship with the client, staying in constant communication with Management and SMEs while delivering high- quality technical documentation in adherence to project deadlines.

We used our technical writing expertise and project management tools to meet client objectives, providing services such as:

  • Designing a professionally formatted template tailored to client preferred fonts, styles, and company colors
  • Beta testing software and working with subject matter experts (SMEs) to update information and address gaps in the user manual
  • Establishing use of consistent technical terms throughout the user manual to improve usability
  • Conducting working sessions with the Management team to ensure technical content reflects the latest version of software
  • Producing multiple revisions of the user manual based on client needs and specifications
  • Maintaining excellent client communication and consistently updating the Management team regarding the status of project deliverables
  • Line editing and proofreading.

 

root-cause-analysis-itqubate_1

Well Engineering Company Root Cause Analysis (RCA) Report

Following a large natural gas leak at a production site, an investigation order was issued, driven by several local and national authorities, as well as, environmental and industry regulatory authorities.

This Well Engineering Company was selected as an independent investigation authority to lead a Root Cause Analyses (RCA), which would be submitted as a report for public record.

Shea was contacted by the Well Engineering Company early in the drafting process to help their team establish a consistent, clear, and professional framework to present their findings on the catastrophic incident.

Initially, Shea was engaged to provide the following services:

  • Build a template to enhance consistency
  • Compose an editing checklist to define writing conventions
  • Conduct a writing skills training session for their engineers

After providing initial writing foundations, the Shea team was asked to edit reports as they were developed.

Our editing team then expanded to include six writers and a Project Coordinator who supported the editing of the investigation’s documents and coordinated the movement of the documents to prepare for final publication. This led to direct support in composing both the final report and an executive summary of the findings.

Real Estate Investment image

Real Estate Investment Company

A Texas-based Real Estate Investment Company with an A+ rating from the Better Business Bureau had developed numerous business practices and methodologies for servicing clients. These practices were communicated through on-the-job training and individually-written procedures, until the firm decided to consolidate this information for its employees.

Shea was contacted by the real estate firm operating under a prior company name, to document their business model through division-specific flow diagrams, processes, and procedures to enable further scaling of their business, including the creation of franchise opportunities. The documentation suite was also intended to serve as the basis for training programs as the firm continued to grow.

Phase One of the project captured high-level process flows to define each division’s responsibilities, and produced prototype documents that elaborated on each process flow.
At the conclusion of the pilot, the scope of work was adapted to produce four tiers of documentation, through a production plan that included:

  • Conducting a gap analysis of existing materials for refinement or repurposing within the new network of documentation.
  • Identifying opportunities to document previously undefined practices and build job-enabling resources.
  • Providing onsite Technical Writers to collaborate with Subject Matter Experts (SMEs) and gather information.
  • Establishing a development chain to distribute tasks and information between onsite and offsite production members.
  • Defining clear levels of authority and approval for each draft, comment resolution, and final deliverables, including direct feedback from document end-users.
Marine

Federally Compliant Health and Safety Manual

After constructing one of the largest vessels of its kind in the United States, a marine dredging and construction company was tasked by the US Coast Guard to prepare documents to comply with the Code of Federal Regulations (CFR). They were tasked with preparing a training manual for lifesaving equipment, a maintenance and inspection manual, and a garbage management plan.

Shea was contacted by the company to build resources critical for protecting crewmembers’ health and safety, and to develop three documents to comply with:

  • 46CFR199.180
  • 46CFR199.190
  • 33CFR151.55 – 33CFR151.65

Shea established a team capable of researching the cited regulations, confirming consistent conventions, and adapting versatile means of communication for working remotely with each other and the client company.

We quickly established a production flow that included:

  • Studying the specific regulations to form an understanding of the requirements.
  • Gathering existing information, including vendor manuals, drawings, and specifications, and conducting a gap analysis.
  • Providing a consistent document template to maintain formatting and readability.
  • Developing new content for items identified in the gap analysis, including:
    • Missing procedures and vendor manual references
    • Checklists and other tools, as needed
  • Maintaining consistent, open communication with the client company to report on progress, gather information, and facilitate comment resolution meetings.
LNG operator training

LNG Training Modules for Operators

A Texas Oil and Gas company required a training course for LNG plant operators at a new North Dakota facility.

The seven modules and final assessment were based on an operations manual that subject matter experts (SMEs) were developing. This ambitious, fast-track project required efficiency in execution because it allowed only two weeks for development of the training.

Shea performed the following services for the company:

  • Provided early, thorough content assessment, immediately identifying gaps in the documents.
  • Defined production stages that met the client’s schedule and provided source content and feedback to Shea’s writers.
  • Established documentation standards to ensure consistency and to accommodate the rapid construction of the seven training modules.
  • Developed an adaptive review process that reinforced the documentation standards and accommodated client feedback.
  • Maintained frequent communication and reporting to ensure productive exchanges of client information.
LNG JAX

Operation & Maintenance Procedures, Training, and Master Facility Manual

Shea was contacted to assist with a small-scale North American coastal LNG facility​ by developing documentation for the startup and commissioning, operations and maintenance, and operator training activities for the expansion of the existing plant in the city. The expansion of the LNG plant will provide LNG to the marine, rail, drilling, mining, trucking, power generation, aerospace, and industrial markets.

Shea completed this ground breaking, large scale project in two phases: the Prototype Phase and Production Phase.

From PFD Drawings, P&IDs, commissioning documents, and Technical Specialists (TS) support, Shea produced:

  • During the Prototype Phase:
  • An outline for each document
  • Completed Prototype files for one system
  • An assessment and gap analysis of provided resources and document list

During the Production Phase:

  • Finalized templates
  • Completed Operating Procedures for each system
  • Completed Maintenance Procedures for equipment in each system
  • Completed two Facility Manuals describing the layout and interactions between all systems
  • Developed Tools for TSs, writers, and management, including:
    • TS Development Packet
    • Go-by Documents
    • MP and OP Templates
    • Editing Checklist
    • Document Tracking Sheet
Rice field in USA

Installation and Training Documentation for Data Management System

An agricultural company based in Alvin, TX has locations in Luxembourg, Brazil, and India. Each location has an experimental lab, shipping and receiving areas, and rice paddies.

The company’s goal is to provide genetically hybrid rice to third world countries so that these countries can successfully produce food in local communities where it is needed. The hybrid is specifically designed to create an improved seed that will perform better in various environments. These seeds, when cultivated in other countries, can withstand harsh environmental elements like heat, cold, heavy rainfall, or drought. The seeds are analyzed and tested in the experimental labs, and local staff work in conjunction with a local university’s Agriculture department.

PRISM (Plant Research Info Management System) is the system used to house research data and perform analysis. Initially, only one employee knew how to use the intricate details of the system. Further, there were no written documents for performing the work.

Shea was contacted after the company’s Head of Research performed an internet search to find a writing company. The company needed documentation for installing and using the PRISM system, and for training other workers on the system.

Shea performed the following services for the company:

  • Visited the site to create a prototype.
  • Created a template in the company’s color palette.
  • Created approximately 15 other work instruction documents.
onboarding training

Instructional Designer and Desktop Publisher Support to Develop Onboarding Training

An Oil and Gas company was developing a two-week onboarding training for new engineers. The goals of the training program were to express the company’s value of and appreciation for the engineers, communicate its commitment to career growth, and increase retention.

The company identified 12 to 15 refining topics, which company subject matter experts (SMEs) were developing. However, the company realized that, with so many content originators, continuity was likely to be compromised.

Shea performed the following services for the company:

  • Provided appropriate resources—an instructional designer and a desktop publisher.
  • Prepared a ‘toolkit’ of activities from which presenters could choose.
  • Collaborated with each presenter to refine content and incorporate activities.
  • Incorporated revisions, created reference documents, formatted course materials and presentations, proofread, and conducted quality assessment reviews.
merger

Consolidating Standard Operating Procedures for Large-Scale Company Merger

In November 2004, two companies merged to become one of the largest interstate pipeline companies in the United States. As part of the integration of the two companies, they wanted to consolidate the Standard Operating Procedures (SOPs) of the two companies into one comprehensive set of SOPs that would include the best operating philosophies and procedures from both companies.

Pipelines in the U.S. are heavily regulated by both federal and state entities. Operating procedures must be current and accessible by any operators or other personnel working on the pipeline.

Shea Writing and Training Solutions, Inc. (Shea) was awarded a contract to develop, consolidate, manage, and maintain over 380 Standard Operating Procedures for the consolidated company.

Shea performed the following services for the consolidated company:

  • Outlined a detailed phase-in schedule for all procedures.
  • Developed a standard template for all procedures, based on interviews with the company’s engineers.
  • Developed guidelines with the client steering committee to establish consistency in format, level of detail, and treatment of content.
  • Created a first pass merger of procedures from the two companies.
  • Facilitated focus groups for complex or controversial procedures.
  • Performed a stringent quality assurance edit of all procedures to verify compliance with the agreed-upon guidelines.
Houston Texas Skyline Photo

Documentation Process and Gap Analysis for a Public Facilities and Infrastructure Entity

A county public infrastructure department planned to revamp its processes and guidelines to support project management through a five-stage lifecycle for four functional groups.

They struggled to identify current processes and needed a standardized guide that included flow diagrams and supporting information, so they contacted Shea for assistance with these documents.

Shea performed the following services for the infrastructure department:

  • Provided a facilitator and scribe to lead and document process discovery and gap analysis workshops.
  • Helped county representatives and stakeholders to focus on the objectives and outcomes of the meetings, which included identifying the customer’s processes, sub-processes, and procedures.
  • Provided the county with improved process flow diagrams.
  • Led a collaborative effort with county personnel to write, edit, design, and format an interactive guide.
operaton and maintence procedures

Startup and Commissioning Documentation for an EPC LNG Contractor

In 2013, an engineering, procurement, and construction (EPC) contractor began construction on a large liquefied natural gas (LNG) export processing terminal in North America.

With less than two years until commissioning and startup, they needed to produce more than 340 operations and maintenance documents from their terminal design and engineering records.

Shea’s approach was to:

  • Establish a team of writers, editors, and subject matter experts (SMEs) with a blend of operations, maintenance, and documentation expertise.
  • Implement a structured development and review process to ensure technical accuracy, consistency, and adherence to dynamic client standards and requirements.
  • Create and maintain a document tracking system to monitor and maintain production levels to meet the project schedule.
  • Maintain a productive and collaborative relationship with the client’s technical experts.
Coffee and donut food services

Global Franchise Standards and Training for Food Services Company

Shea was contacted by an independent writing company who had procured a contract to develop content for a food service franchise company. The writing company was helping to prepare the client to open several stores throughout New York City and sought our experience and capability to build globally enforceable standards that did not conflict with local requirements or customs. The initiative was set to assess legacy policies, conduct onsite and online workshops to gather input from the business divisions and stakeholders, and to develop an overarching standard-of-excellence framework.

The food service franchise company had grown and developed a reputation of quality and consumer care over decades. After increasing their presence globally, including the opening of a flagship location in New York City, the client desired to document both the standards needed to create their products and the definitive values of the company’s culture.

We conducted interviews, capturing technical knowledge from subject matter experts (SMEs), and the client’s vision for the business. This development cycle included:

  • Identifying and prioritizing three phases of production to provide immediate benefit and sustain long-term management of cultural impact.
  • Reviewing legacy materials and style guides in preparation for onsite workshops.
  • Traveling to conduct information gathering workshops and develop a production plan.
  • Creating protype deliverables to showcase projected end-state standards, including training guides for internal trainers.
  • Repurposing content to quickly generate materials for trainees, and creating complimentary guides detailing policies and standards.
  • Providing checklists, job aids, and competency assessment tools for trainers.
  • Collaborating with the client, external counsel, engineering, and contractors.
  • Maintaining detailed document logs.
  • Establishing a solid reputation of trust and dependability.
Control room management

Control Room Management Plan for PHMSA Regulations Audit

An oil and gas transportation company needed customized Control Room Management Plans based on new Pipeline and Hazardous Materials Safety Administration (PHMSA) regulations in CFR 192.631, in order to prepare for an audit. The plans would be based on Operator interviews and source files to align with industry standards and regulatory requirements.

Shea was contacted by the company to develop a plan format, research and interview Operators to gather information, and create the regulatory-required plans.

Shea developed a work schedule and a format prototype. Once the prototype was approved, content was drafted for each section of the plan in alignment with the regulations. Work sessions were conducted with Control Room Managers to verify content and identify differences existing between the four control rooms.

Shea also performed the following activities to create and deliver the four Control Room Management Plans:

  • Researched the specific regulatory requirements and organized the template based on PHMSA regulations.
  • Facilitated working meetings with groups of reviewers and moderated conflicting opinions.
  • Revised input from Control Room and Project Managers.
  • Completed multiple drafts of the document and managed version control.
  • Provided QA/QC editing of documents during the process to verify regulatory compliance and document consistency.