Event Review: Maximize London 2019
Oct 17, 2019 • Features • Management • event • servicemax • hexagon • tecpetrol
Oct 17, 2019 • Features • Management • event • servicemax • hexagon • tecpetrol
ServiceMax's global roadshow 'Maximize' screeched into London last week (7 and 8 October) settling in Kings Cross, The event pooled customer case studies, round table discussions and a very special guest speaker, not averse to the power of data. Mark Glover fastened his seat belt.
"Red Bull, in their own way are also harnessing the power of virtual reality..."
The growing use of virtual and augmented environments is another link between service and motor sport, Engineers donning a headset can carry out work on an asset while sending images and data back to an office-based colleague, who can advise and guide appropriately. Red Bull, in their own way are also harnessing the power of virtual reality with drivers often climbing into simulators that can exactly replicate circuits in Monaco, Bahrain or Japan.
"Hexagon creates this constant innovation..."
Having been with Hexagon since 2012 working across various service roles, prior to which he spent time at Airbus in Toulouse as a Senior Manager of Supplier Development, Mark now occupies a corporate, strategic position in a company that encourages growth through disruption. "Hexagon creates this constant innovation and my job is to get round all these different people and listen to what they're doing and get excited about what they're doing and share that best practice. I'm not the person with the answers. I'm trying to connect all the people with the answers," he pauses, smiling "And it's great."
I ask Mark where he's based and he smiles again, telling me his time is often spent "in the sky, or on Skype", a reference to the amount of travel he undertakes and the remote working necessity of the job. I imagine such logistics are common among ServiceMax customers, whose industries span the world, a theory confirmed when I spoke to Pablo Fichera from Tecpetrol, an oil and gas company based in South America
Active across primarily across Latin America, the company boasts 13 per cent of Argentina's total gas production, however a reliance on cumbersome paper-based processes implemented across a vast array of sub-contractors was having a detrimental affect on efficiency across its sites.
"The most important thing is the safety and security of the people who work for Tecpetrol..."
"We contract a lot of third party companies who give us a lot of different services including electrical, mechanical, instrument maintenance, facilities, security and health and safety crews," Pablo, the firm's IT Project Manager and Head Applications explains. "We use ServiceMax for work order management mostly for the underground services we plan work orders; we can confirm the crew personnel and assign the work orders and create the briefs and we can see in real-time what work is happening in the oil fields."
The health and safety of employees is paramount to all firms regardless of industry but its implementation and 'tick-box' certification methods can be slow. Pablo was keen to emphasise the importance of worker safety on all Tecpetrol sites, a process which was being ring-fenced by ServiceMax's software. "The most important thing is the safety and security of the people who work for Tecpetrol," he affirms. "We are digitising this process by incorporating this into the work flow of the work orders, meaning the worker is not allowed to carry out work without the signed documents. We include permissions and approvals for workers who have to work at height, for example, and the approval of Personal Protective Equipment such as safety glasses."
My day concluded with ServiceMax's 'top two', an interview with CEO Neil Barua and Chief Marketing and Customer Experience Officer and former CEO Zinc President Stacey Epstein. As the rain fell outside and I sipped what must have been my fifth coffee of the day, I asked the pair what the next milestone is for the company, given the recent announcement that ServiceMax are servicing over 200,000,000 assets.
"We're going for a trillion," Neil Barua says but perhaps only half joking. "The reason we trumpet that is that the data captured off those assets can be given to people so they can run their businesses more efficiently and service their customers better. It's a material advantage that ServiceMax and no other company in enterprise or Service Execution Management has and it's a real differentiator. Our competitors are focused on the customer or scheduling, we're focused on the asset."
"It's a whole new category of technology that's changing the way people think about delivering service..."
I push Stacey on the role of the asset, presenting the idea of it becoming more important than the engineer. She cites a fresh piece of research commissioned by ServiceMax, carried out by Forrester Consulting, showing that of 675 firms surveyed, 75 per cent felt the asset will outlive the engineers who service them.
"Because of new technologies like AI and IoT and ServiceMax," she explains, "there's this whole new category being created around the asset, which we call 'Asset-centric Service' and it's all about selling the uptime of the asset and not selling the product, and with that service becomes king. If I'm selling you uptime of an asset, then I'd better make sure it stays up."
An asset-centric world and where you're creating a system of record of the asset and not just the parts that were sold, or the parts that were taken but also the diagnostics that's coming from its data, I think it's a whole new category of technology that's changing the way people think about delivering service."
As I switch off my dictaphone and tidy up my coffee cups the rain falls harder outside. My phone bleeps: a notification from Amazon saying a delivery has arrived. I scurry outside, pull my coat collar around me and order an Uber to take me South of the river; I'm off to meet my brother for dinner. I settle in the backseat of the pristine car, grinding slowly through London traffic and I think about Amazon and Uber changing service. Then Stacey's words filter into my head: the asset is a "whole new category of technology that is changing the way people think about delivering service".
The asset is changing service and ServiceMax certainly know it.
Features Management event servicemax hexagon tecpetrol
Mark is an experienced B2B editor and journalist having worked across an array of magazines and websites covering health and safety, sustainable energy and airports.
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