AUTHOR ARCHIVES: Field Service News

With field service becoming increasingly dependent on mobile computing and the IIoT the advent of 5G could be a significant boost to productivity in many ways so it was interesting to note that earlier this month Intel and Huawei announced that they have successfully completed 2.6GHz 5G NR Interoperability and Development Testing (IoDT) based on the 3GPP Release 15 global standard September version.

The IoDT test is the world's first 2.6GHz 5G interoperability test under SA network and is a key milestone towards accelerating the maturity of the 2.6GHz 5G NR ecosystem With Intel’s 5G Mobile Trial Platform (MTP) and Huawei's latest 5G NR (New Radio) base station supporting the 2.6GHz with 160MHz bandwidth, the two companies jointly completed the IoDT and successfully enabled the first call under SA network.

The successful completion of this IoDT test not only marks the end-to-end successful interoperability of 5G in the 2.6G band but also lays a foundation for large-scale commercial launch. It will promote the development and maturity of the 5G end-to-end industry in the 2.6G band.

In the future, Intel and Huawei will continue to carry out more test and commercial verification and promote the rapid maturity of the ecosystem, laying a solid foundation for the future 5G commercialization.

 

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Ultra Consultants, Inc., an independent research and enterprise solutions consulting firm serving the manufacturing and distribution industries, today announced the availability of a complimentary ERP Toolkit eBook.  The in-depth eBook provides comprehensive ERP education to help teams work effectively through business process improvement, enterprise technology evaluation, selection and implementation. The resources curated in the eBook draw upon Ultra’s decades of expert methodologies and deep knowledge of manufacturing and distribution.

Developed for project teams at manufacturing and distribution organizations considering an active ERP project, the ERP Toolkit delivers in-depth educational resources, including videos, white papers, podcasts and more.

Project teams are invited to download the ERP Toolkit eBook to prepare for 2019 planning.

Key resources include:

• Educational assets to get started and plan for an effective technology project
• Tips to organize a project, reduce risk of failure and drive change management
• A curated guide to help teams understand what it takes to evaluate, select and implement enterprise technology

“The decision to upgrade or implement a new enterprise technology system is likely one of the most complex and resource-intensive initiatives a company will face. The manufacturers and distributors we speak with have told us that it’s difficult to understand how to begin an enterprise technology project,” notes Ultra Consultants Founder and CEO Jeff Carr. “This toolkit gathers insight and leverages Ultra’s unique perspective as trusted, independent advisors serving manufacturing and distribution teams. We encourage project teams to download the eBook for insight specific to their organizations.”

 

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In this final excerpt from an exclusive fieldservicenews.com presentation Kris Oldland, Editor-in-Chief, Field Service News is joined by John Hunt, Managing Director, EMEA, Astea as they discuss the ubiquity of mobile devices in field service operations today and just how the rise of mobile computing has truly revolutionised the way we approach service delivery in today's world. 

 

 Want to know more? The full length video of this presentation is available as premium content to fieldservicenews.com subscribers...

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The UK’s largest provider of fridge and freezer trailers has launched a new 24-hour emergency service specifically for the care home industry to provide extra storage space ahead of Christmas.

Coldtraila has just launched the unique service for care homes across the whole UK in desperate need of extra space to store meats and other produce in the build-up to Christmas, whether that be due to their freezers malfunctioning or just running out of space.

Ross Pushman, Managing Director of Coldtraila, said: “This new Christmas service will ensure care homes won’t run out of storage space this winter.

“We know how vital this time of year can be for care homes as they look to keep residents warm, comfortable and well-fed in the harsh winter months. That’s why we decided to offer a bespoke 24-hour emergency service to ensure they can provide more than adequate space for their turkey and geese ahead of the big day.

“If a trailer is needed, our new service will ensure it will be delivered and set-up within 24 hours of contacting us. That’s the Coldtraila promise.”

Coldtraila recently acquired two new trailers exclusive to the UK market; the Chill-Tow and Freeze-Tow.

The trailers’ heavy-duty chiller capabilities, which include surplus cooling power and rapid temperature recovery, offer the most cost-effective solution to storing frozen produce.

They also come equipped with a special multifunctional digital display unit that can manage and control the temperature of produce being stored.

For more information on the new service, call 01684 311811. Alternatively, for more information on Coldtraila, please visit https://www.coldtraila.co.uk/.

 

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Blockchain and its potential has been mooted in field service circles for years. Is it time we stop thinking big and instead build smaller use-cases before we lose sight of what’s actually important, the end-user? Mark Glover, Field Service News’ Deputy Editor finds out more.

In 2008, a person (or a group of people) known as Satoshi Nakamoto conceptualised the first blockchain. A year later, this digitised digital ledger was a critical accessory to the group’s (or his) headline act, the now ubiquitous cryptocurrency Bitcoin.

The impact of this decentralised digital currency on financial markets and a curious, confused society has been fascinating to follow. That the persona of the inventor or the inventors remains unknown adds to the plot.

Yet, without blockchain, the currency wouldn’t function. This smart ledger, driven by a peer-to-peer network has the potential to stamp itself on industry and in particular field service. But can the sector adopt the technology in a way that will ultimately benefit the end-user?

Firstly though, and apologies to all those who have a handle on the technology, what is blockchain? Scouring the internet for a simple definition is tricky, eventually, the excellent forward-thinking mission.com offered this: “Blockchain is the technology that underpins digital currency (Bitcoin, Litecoin, Ethereum and the like). The tech allows digital information to be distributed, but not copied. That means that each individual piece of data can only have one owner.”

 

"The tech allows digital information to be distributed, but not copied. That means that each individual piece of data can only have one owner..."

 

Straightforward enough. But let’s expand it to industry. How can it fit into the aerospace sector and specifically a plane engine? Parties involved include the airline, the engine manufacturer and the service company all of whom are squirting data into that asset’s blockchain.

The jet engine is a high-end valuable piece of equipment, the blockchain systems enable a single, irrefutable history of that asset. The linking of parties (blocks) removes the requirement for inter-party consultation before extracting required information meaning critical decisions can be made quicker and more effectively. It’s also secure and visible to everyone and accurate and trust, therefore, is enhanced around the chain. The benefits are tangible. So why aren’t all companies rushing to implement it?

“Like all emerging technologies there are only going to be one or two applications that are going to come up for this kind of thing in the very early days,” says Stephen Jeffs-Watts, Senior Advisor – Service Management at IFS. Stephen is an expert in blockchain, a keen enthusiast of its benefits but warns that fields service shouldn’t get too carried away just yet, particularly as sectors are only starting to dip their toes in the murky blockchain water.

 

"We have to try and bear in mind that it [blockchain] is also directly proportionate to the type of kit that’s been installed...“

 

A lot of the use cases that are coming up at the moment,” he tells me, “are in very high-value assets and very highly regulated supply chains; in aerospace, defence, nuclear and very-high-end medical applications,” he pauses. “There aren’t too many Phillips Medicals out there.”

In field service, blockchain technology can potentially trace parts, verify assets and look-up maintenance and operations history, but according to Stephen, it needs to bed-in with modern hardware before its benefits can be felt. “We have to try and bear in mind that it [blockchain] is also directly proportionate to the type of kit that’s been installed,” he warns, “Are you really going to use blockchain to authenticate the asset history or the maintenance and servicing history for a ten-year-old piece of equipment?” Another pause, “You’re not.”

Let’s go back to the jet engine blockchain analogy; the engine itself is a high-end piece of equipment.

The airlines and engine manufacturer, themselves are high-end companies:  BA, KLM, Lufthansa, Rolls Royce, GE, Northrup Grumann, for example. All are big companies keen to monetise blockchain, the only real way to do this is through data-ownership but in a high-asset blockchain, this isn’t always straightforward.

Who owns the data from a jet-engine? Is it the airlines?

The thrust from their plane goes through that engine and what about linking that to the pilot who’s flying that aircraft and jet engine through the air? That’s the airline’s data too. They also have a hand in the plane’s load: the number of passengers and baggage, fuel etc. That’s also data from the airline.

The engine itself? Rolls Royce might run it on a power-by-the-hour contract, so it’s their engine, so do they own the blockchain data? Like that other revolution IoT, blockchain becomes an issue of data ownership. What can be done to grease the chains to make the process run smoother?

“You’re going to have to get industries and supply chains to actually come together and solve the underlying data ownership issue,” Steve offers. “There is going to have to be some kind of consensus; an informal consensus through co-operation; the introduction of some kind of industry standard or ultimately an enforced consensus through legislative means,

Be it an Industry standard or a regulatory framework, large-scale blockchain implementation ultimately needs sectors to work together, to come together in agreement and as Steve explains, it also becomes an issue of trust. “Let’s say there are ten people involved in the supply chain: the operator, the Original Equipment Manufacturer (OEM), there may be a service operator; they’re all contributing data to that chain.

“But does the end operator actually have enough trust in the OEM to question if they are going to use their data and benchmark it against its competitors”, he ponders.

Issues around data-ownership, trust and unfit equipment unable to handle what is essentially a large-scale, shared google document are indicators that large-scale field-service blockchain implementation isn’t as close as we might think. Perhaps we are setting our sights too high? Maybe the use-cases should be carried out on a much smaller scale?

After all, cryptocurrency, the original thread of blockchain was designed for electronic financial transactions, not necessarily jet engines. Stephen agrees, referencing a well-known tracking device, he suggests we should keep things simple. “We could use blockchain like a glorified RFID tag that authenticates, verifies and gives you a reference point,” he says. “I can look at the blockchain and I can see who made it, when it was made, how it was transported.

“Where they may be just a couple of parameters about its last usage, you can look at that by a component-by-component type level, specifically in those cases where that kind of information is critical, or the authenticity is critical.

 

"There’s got to be a realistic level of ambition and some specific use-cases that prove the technology and prove the value of the technology before there comes any mainstream adoption..“

 

There’s got to be a realistic level of ambition and some specific use-cases that prove the technology and prove the value of the technology before there comes any mainstream adoption,” Stephen urges.

My conversation with Steve has been fascinating and his contribution to this article I’m sincerely grateful for. The insight he offered - most of which I’m unable to fit into this wordcount – was invaluable, yet despite all its potential of blockchain Stephen left me with a thought that goes beyond the blockchain hype: “So what?”

So what if an asset is pumping with blockchain data? All the customer wants is the device to start working again so they can get on with their business.

“What value does that bring to me as a customer,” argues Steve. “unless I’m in a highly regulated environment. When do you start loading up past-maintenance history? Is it good? Is it worthwhile? Probably not. So what’s the use-case that going to give killer value?

Steve continues from the end user's perspective: “Great, you’ve got blockchain. What do I get from you having blockchain? What do I get from being able to prove every last working second of this particular piece of kit? Why should I care?”

It’s an excellent point that perhaps gets lost in this fourth industrial revolution we find ourselves in. Among AI, and IoT and machine learning and blockchain should we not just focus on the customer needs and their requirements? Or will we continue to pursue the hype?

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In today’s digitalised world, employees must have access to databases and communication applications wherever they might be and on whatever device they wish to use. The fixed workstation generation is over. With more than 140 employees in 20 countries across the globe, iba’s IT infrastructure has to be able to support mobile working, while being reliable and providing the right levels of performance.

iba AG approached data centre specialist and cloud service provider Proact to help its staff enter today’s mobile paradigm and to also optimise its existing infrastructure. Everything started with analysis - to define goals and the services that were needed. After this Proact’s experts developed a cost-efficient and future-proof concept that integrated enterprise-class technology with existing solutions to create a highly unified solution.

As a result of Proact’s solution, all workloads, including the development environment, are now underpinned by two identically equipped data centres. To establish a truly turbo IT platform, Proact consolidated data and included symmetrical replication to ensure effective disaster recovery, centralised management, data protection and efficient use of resources. Ultimately, iba AG now has the performance capabilities so staff can access IT services as and when they need them.

“Proact understood our requirements for this solution right from the start and thought very efficiently and customer-oriented when designing the systems and licenses,” says Marc Besten, IT Infrastructure & Security at iba AG.

To learn more about this exciting partnership and the benefits IBA is gaining through this solution, please visit: https://www.proact.eu/en/case-studies/iba-ag/

 

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This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is shaping the sector.

The conference was packed with the leading thinkers within the industry from both the practitioner and solution provider side and in this second in a series of articles with those key speakers Coppperberg's Mark McCord joins reflects on his discussion with Thomas Radau of German firm Titan following his presentation...

 

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The schedule for Aftermarket 2019 is already being put together and it promises to be a key date in the calendar once again. This is an event that almost always sells out so head over to aftermarketeurope.com now and secure your place at this important industry event...

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In a distinguished career in engineering services, Thomas Radau has seen a lot of change. The biggest, however, has been industry’s attitude towards the customer.

No longer just the endpoint in a supply and process chain, manufacturers increasingly see customers as long-term partners.

“There’s been a revolution in thought,” says Radau, service manager for German packaging and strap-making firm Titan.

“In the past, the customer was paid lip service to and customer-focus was more an attitude than a practice. But now it’s key to our business.”

It’s no longer enough simply to offer customers a product, Radau says.

 

"You have to be very focused to say ‘am I understanding you correctly, this is the problem, that’s where I can help you..."

 

“You have to be very focused to say ‘am I understanding you correctly, this is the problem, that’s where I can help you’.”

Radau began his career as a service technician and electronics expert and was posted in various locations around the world. He gained an up-close understanding of the importance of aftermarket service provision while working within the compressed air and gas purification industry, where the smooth running of equipment and minimisation of downtime are critical.

He later moved to DEUTZ, a manufacturer of industrial diesel engines before joining Titan in 2015.

In an engrossing presentation at Aftermarket 2018, Radau stressed the importance of customer focus by personalising his customer base to an idealised character called “Paul”.

“You have to think forward, and ask how do I help Paul meet his projects,” Radau told the delegates in Berlin. “If what we do doesn’t add value to Paul, then it’s useless.”

In an increasingly competitive world, it’s important for companies to put aftermarket services at the forefront because that wins customer loyalty and satisfaction, Radua argues.

“It’s now more difficult to sell things because everybody wants to sell products – it’s difficult to get customers’ attention,” Radau adds. “We must now do things where in the past the customer had to do it themselves.”

While Radau jokes that aftermarket service is like a social service, he believes he is in the business of making life better for his customers.

“We release them from the monkey work – that’s what the product as a service is all about,” he says animatedly. “It’s a lifestyle pitch.”

“In today’s life – everybody has more and more responsibility and everybody is more and more involved in lots of things, so if we are able to ease their lives and save them time and energy, they’re able to do their work better and easier.”

 

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Customer needs require scalable, flexible cybersecurity solutions finds Frost & Sullivan...

High penetration of Industrial Internet of Things (IIoT) technology in critical infrastructure and the manufacturing sector has resulted in a growing number of potential cyber-attack surfaces.

According to a recent analysis from Frost & Sullivan, cyber-attacks within the energy and utilities industries alone cost an average of $13.2 million per year. These rising incidences of cyber-attacks, coupled with evolving compliance regulations by governments, and increased awareness among mature and less mature markets have accelerated the adoption of cybersecurity approaches. However, there is still a high level of ambiguity in addressing industrial cybersecurity, with existing cybersecurity services struggling to provide comprehensive visibility across both IT and OT networks.

[quote float="left"]The industrial cybersecurity services market is at the high growth stage of its lifecycle, with rising awareness among end users, increased industrial control systems (ICS)-based attacks, and the rising need for cybersecurity skills[/quote]"The industrial cybersecurity services market is at the high growth stage of its lifecycle, with rising awareness among end users, increased industrial control systems (ICS)-based attacks, and the rising need for cybersecurity skills,” said Riti Newa, Industrials Research Analyst. “Many end users have labor-intensive security practices and lack strong cybersecurity policies. Service providers can help automate cybersecurity services and provide a more holistic approach by offering joint solutions that provide a consolidated view of the IT and OT environment.”

Frost & Sullivan’s recent analysis, Global Industrial Cybersecurity Services Market, Forecast to 2022, explores market adoption rates, requirements, and trends across the market. It also covers emerging service models and their usages, as well as monetization strategies for those models.

For further information on this analysis, please visit: http://frost.ly/2yn

Companies that are eager to grow within the industrial cybersecurity market can find opportunities through:

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• Providing integrated platforms that can deploy a range of services to enhance the security posture of end users while incorporating the best security practices.
• Using automated management services and advanced analytics to develop a comprehensive service portfolio that can be adapted for all types of end users.
• Offering flexible pricing models, such as Cybersecurity-as-a-Service (CSaaS), and lifetime services to increase accessibility across industries at a lower cost.

[/unordered_list]

"Despite the growing frequency of cyber-attacks, industries still have very low cyber resilience, struggling to ensure cybersecurity in the OT environment," said Newa. "With complexity and sophistication of the attacks, service providers will need to focus on advanced services that can address the threat landscape and automate cybersecurity."

Global Industrial Cybersecurity Services Market, Forecast to 2022 is the latest addition to Frost & Sullivan’s Industrials research and analyses available through the Frost & Sullivan Leadership Council, which helps organizations identify a continuous flow of growth opportunities to succeed in an unpredictable future.

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Verizon Connect is expanding its fleet management system REVEAL with a solution that enables businesses in the UK to manage assets in addition to their fleet of vehicles.

With the launch of the new GPS tracking system for assets, companies can gain insight into the location and performance of valuable assets such as cranes, trailers and excavators. As a result, they will be able to deploy their assets optimally, plan maintenance more efficiently and help reduce the risk of theft and other types of unauthorised usage.

Derek Bryan, EMEA Vice President, Verizon Connect: “At Verizon Connect, we are committed to ensuring that businesses in the UK have the tools to harness the power of data from every company asset. Many companies already rely on our solution to help them manage their vehicles and employees, but being able to track other valuable equipment and assets will further help them drive efficiencies, lower operational costs and improve their planning.”

Insight in location, usage and productivity assets

Similar to REVEAL’s system for vehicles, the new asset tracking system offers the ability to access data in both near real-time and historically to understand where equipment is and where it has been. It is also possible to see if machinery is running and how often it is used. This gives users and managers insights into equipment utilization and determining which assets should be moved elsewhere within the organisation or perhaps cycled out of use.

Asset maintenance and control

REVEAL’s asset tracking solution also offers users a variety of options to help minimise theft risk and other unauthorised usages. For example, it is possible to set up alerts that send managers a warning when equipment is turned on or moved outside of working hours – or when machinery is moved outside of its designated location.

To help companies plan the maintenance of their assets more efficiently and maximise uptime, REVEAL’s asset tracking solution also enables companies to record when trailers and other equipment are due for maintenance. For each asset, the system keeps a log and alerts can be configured based on planned maintenance or predetermined options, including engine hours.

For more information on the REVEAL fleet management solution visit https://www.verizonconnect.com/uk/solutions/gps-asset-tracking/

 

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