Worldwide Business Research (WBR) held its Field Service 2017 conference at the end of April with over 450 service leaders from top manufacturing and service companies in attendance.
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Jul 19, 2017 • Features • Management • AGeing Workforce • Connected Field Service • Michael Blumberg • Field Service USA • IoT • Uberisation • Parts Pricing and Logistics • Customer Satisfaction and Expectations
Worldwide Business Research (WBR) held its Field Service 2017 conference at the end of April with over 450 service leaders from top manufacturing and service companies in attendance.
With so many service leaders in one place what better opportunity to find out what five key areas field service companies are focussing on? Michael Blumberg, was on hand to find out...
1. Leveraging IoT to drive service efficiency:
There has been a lot of buzz lately in the media and among industry analysts about the value of IoT in improving the efficiency of field service operations. No wonder it was one of the key themes of Field Service 2017!
IoT offers several benefits to field service organisations (FSOs) including the ability to remotely monitor machine performance, make proactive adjustments to improve machine life, predict when a machine is about to fail and provide proactive service, and remotely diagnose problems when the do occur.
As a result, FSOs can gain better control over costs and resources. While IoT holds great promise, many conference participants have not fully implemented end to end IoT solutions. Field Service 2017 provided them with an opportunity to gain new perspectives from Field Service leaders who have already achieved these outcome.
2. Embracing digital transformation to create a “Uber” like service model:
Today, many Field Service leaders are asking themselves if their service businesses are ready for uberization?
This question stems from the growing trend of companies to offer services through an always on, always connected, always visible, and always available business model. Technologies such GPS, mobility, optimisation software and innovative approaches to sourcing labour (think - gig economy jobs, crowdsourcing, contingent labour) have helped to facilitate these models.
Given that these technologies and labour models are also available to FSOs combined with the fact that consumers have grown to expect an “uber”-like experiences in general, Field Service leaders believe it is only a matter of time before they need to implement similar business models.
3. Creating and finding a new workforce:
A common challenge facing the field service industry, regardless of the technology supported, is the shortage of skilled field service engineers (FSEs). Let’s face it, the younger generation does not view field service as a “sexy” profession. Given other career paths, why would anyone want to fix broken products when they can be building the next “big-thing”.
On the other hand, there are a ton of good people out there who can perform field service jobs.
The problem is they either prefer to work freelance and/or lack the appropriate level of training or experience.
Field Service 2017 provided attendees with the opportunity to learn how Crowd-sourcing applications and Freelance Management Systems can provide access to a broader labour pool, and how Augment Reality tools can help less experience FSEs overcome any knowledge gaps they possess.
4. Optimising service parts management:
Managing service parts is the costliest aspect of field service management after managing labour.
Not only do customers expect their FSEs to arrive in a timely manner, they also expect them to resolve their issues right the first time. Having the right spare parts available at the right time is critical.
However, FSOs can’t afford to have too many parts sitting in many locations for too long as it causes a drain on profits. Optimization of spare parts, in other words, making sure you have just the right amount of parts at just the right number of locations is critical. Although this seems like an age-old problem facing FSOs, it is nice to see the topic on the agenda at Field Service 2017 since Field Service leaders need to continually refresh their knowledge of this subject.
5. Nurturing an environment of customer first:
This topic is also a long-standing issue facing Field Service leaders. It has gained renewed attention as companies place greater and greater focus on improving the customer experience.
However, there are still a great deal of high-tech companies who remain focused on putting their products first, customers second, and service third.
Competitive trends, technological developments, and market requirements are continually forcing companies to rethink this paradigm.
If Field Service leaders are serious about creating at customer first environment and want their service organisations to play a more key role in this shift, they must be able to influence their management teams to invest in the strategies, tactics, and tools that make this transition possible.
Learning about best practices and similar experiences from peers at Field Service 2017 helps facilitate this outcome.
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Jul 14, 2017 • Features • Future of FIeld Service • Mark Brewer • Mark Homer • Paul Whitelam • ClickSoftware • IFS • IoT • servicemax • The Big Discussion
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
This time around we turn to a brand new topic which is the Internet of Things and our experts are Paul Whitelam, ClickSoftware, Mark Homer, ServiceMax from GE Digital and Mark Brewer, IFS...
And so onto the first question on the topic...
Question One: Just how big is the potential impact of IoT on Field Service?
The Internet of Things is already transforming field service. Service has traditionally been a reactive practice. Something breaks, a technician is dispatched to fix it, and sometimes the repair is successful the first time. IoT enabled devices provide ongoing visibility into the status of a piece of equipment, as well as a richer view of the severity and source of any issues, and the ability to make predictions based on this information.
The service organisation no longer waits for a panicked phone call from a customer. They can proactively maintain equipment, replace components before they break, and use an understanding of asset lifecycle and usage patterns to inform future product design.
Customers increasingly expect to pay for uptime instead of equipment, and define SLAs based on their business targets. Eventually, all service organisations will have to live up the expectation of seamless service and minimised disruptions.
The potential of IoT – and more importantly IIoT (the Industrial Internet of Things) – is immense. So much so, that it’s making service a game changer, fundamentally changing how we optimise equipment and capital assets, and predict their maintenance and service requirements.
By harvesting and applying intelligence that previously would have been impossible to obtain, companies are seeing a major step change this area - that’s why more forward thinking companies are combining IoT-enabled field service management with asset performance management.
This is emerging as the real disruptor because for the first time, customers have meaningful performance and service intelligence at their fingertips to understand potential equipment issues, and pre-empt them or act upon them quickly and efficiently with the correct tools and parts.
It’s important to remember that prescription is equally as valuable as prediction - prescription to make adjustments or refine parameters to improve productivity or throughout, or keep something running to the next planned service outage. That’s one of the things that makes the Industrial Internet so powerful – you can do load balancing, and share the flow and volume across multiple appliances or machines using condition-based monitoring to switch machines in high volume usage areas when required.
IoT has huge potential to transform field service organisations. The concept and technologies allows organisations to take data collected from remote sites and equipment to:
Gain better insights into the usage of equipment.
This will help determine when to perform optimal service. Rather than send technicians to sites on a schedule, you can send them only when you need to. For example, say you service a solar park. One of the main things that can lead to damage solar modules is wind. By remotely tracking the wind speeds, you can better estimate when to perform service.
Run a leaner service organisation.
One challenge service organisations encounter is that they’re reactive in nature. They respond to equipment failing. And without real-time information of equipment, when the equipment fails is unpredictable. This requires the organisations to maintain a fair amount of slack. Both within the inventory they manage, and the people that they’re made up of. Knowing when equipment will likely need service or when it will reach its end of life allows you to better plan.
Improve the competitiveness of your service offerings.
IoT, combined with machine learning, allows you to address problems before they occur. This results in higher availability of your equipment and lower service costs. You can pass this to your customers by improving your service terms and conditions. Higher SLA targets and compliance delivered at lower cost is a win-win all around.
Next weeks question: Is IoT now making the shift from early adoption to mass adoption amongst field service companies?
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Jul 11, 2017 • Features • Future of FIeld Service • big data • Claudine Bianchi • ClickSoftware
We’re all in the service business now states ClickSoftware’s CMO, Claudine Bianchi before explaining how and why meaningful interpretation of data will be the key to defining a new level of customer trust...
We’re all in the service business now states ClickSoftware’s CMO, Claudine Bianchi before explaining how and why meaningful interpretation of data will be the key to defining a new level of customer trust...
Do you remember the last truly exceptional meal you ate at a restaurant?
If it stands out in your memory, it probably wasn’t solely because of the perfectly seared steak or sublime glass of wine. Your server was not just polite, but engaged in creating a special dining experience just for you.
You might not remember the taste of every bite, but you remember exactly how you felt throughout the meal. You’re still telling everyone to try that restaurant when they travel to the same city. Now, can you make your own customers this happy?
Just as a rude server can ruin a delicious meal and keep you from ever returning to a restaurant, every product you sell, or service you provide, creates a contract of perceived customer expectations.
Just as a rude server can ruin a delicious meal and keep you from ever returning to a restaurant, every product you sell, or service you provide, creates a contract of perceived customer expectations.
Even if someone else is responsible for a service visit, guess who will be named by a customer in a frustrated social media post. Hint: it’s not the nameless service contractor.
Research has shown customer experience is directly tied to profitability, a primary concern for all businesses. And now, big data can help.
Can data solve your service problem?
The standard bearers for great customer experiences are increasingly disruptive companies and applications that ostensibly don’t have a service component at all. It’s unlikely customers ever have human to human (H2H) interaction with anyone at Netflix or Amazon, but these companies have turned customer data into incredible recommendation engines that keep these customers coming back and spending more.
From being able to supply more personalisation through what you learn about customers, to understanding how product usage changes throughout its lifecycle, unexpected insights can completely transform the future of your business—if you’re willing to follow the data.
To build the right foundation for data-driven customer service, identify existing sources and inputs and look for ways they can be augmented
It’s time to move beyond what’s breaking and needs fixing or what’s about to break. Rich customer data can tell you a more interesting story about how customers feel about your business.
Defining a new level of customer trust
Data is the key to truly knowing your customers.
That knowledge is power, and with great power, comes great responsibility. As more businesses rely on data to provide better customer experiences, they’re also taking on the burden of capturing, storing, and managing that data responsibly.
While most technology consumers understand their data is interacting with various services whenever they use a website or application, few know just how complex and sophisticated these tools and algorithms are. It’s been called the “trust web”—where each party shares data and permissions granted by the core user in a way that yields some benefit.
Beyond earning customer trust by delivering on the promise of reliable products and consistent service, you must also make them feel confident that the voluminous data collected is well protected, mostly anonymous, and safeguarded from misuse.
Customer experience and trust can be fodder or poison for a brand. Ask your marketing team to help you make sense of consumer behaviour and better communicate the benefits of your enhanced offerings and collected data.
Service quality will save the business
By focusing on service and experience as integral to a successful product and sale, businesses can still compete for a sophisticated and demanding customer base
By focusing on service and experience as integral to a successful product and sale, businesses can still compete for a sophisticated and demanding customer base.
The customer experience advantage might begin with the point of sale, but it can earn a lifetime of loyalty. Let customer data light the way to an intimate understanding of their relationship with your products or services, and then deliver experiences your competition won’t be able to replicate.
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Jul 10, 2017 • Features • Management • Coresystems • crowd service • resources • White Paper • White Papers & eBooks
Resource Type: White Paper Published by: Coresystems Title: 3 Traps to Avoid if You Want to Meet Your Customer Satisfaction KPI
Resource Type: White Paper
Published by: Coresystems
Title: 3 Traps to Avoid if You Want to Meet Your Customer Satisfaction KPI
Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now
Synopsis:
For field service management (FSM), one of the most crucial KPIs is customer satisfaction.
Customers who are pleased with products and services are not tempted to seek out better solutions. In effect, guaranteeing customer satisfaction is a way of building up a loyal clientele and ensuring retention...
This white paper published by Coresystems explores three traps that every field service organisation must avoid if they want to ensure that they are meeting perhaps the most important KPI in todays competitive service landscape - customer satisfaction...
There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement.
The three traps many field service companies fall into according to this white paper are:
- Trap #1 - Long wait times
- Trap #2 - Diminished quality
- Trap #3 - Feeling left out
Overview:
There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement. This white paper offers an important list of ways to steer clear of bad service traps.
1st Trap: Long Wait Times:
Time is of the essence. Time wasted – on hold, repeating information to call center representatives who have no background knowledge of the issue, waiting for available service appointments or busy technicians – feels like time stolen to customers. A survey conducted by Aberdeen group showed that 51% of those surveyed were most dissatisfied with the waiting times for appointments.
Field service management software can play an integral role in increasing service response time by:
- By integrating quick response codes (QR code) into devices, companies give customers the technology to quickly transmit all the necessary product details to service providers with one quick scan.
- By taking advantage of the latest developments in IoT, like sensors, companies can rely on predictive technology to respond to breakdowns or glitches before they occur.
- By relying on a crowd service , companies can be sure they have a sufficient workforce with the expertise needed to handle customers’ technical service issues.
2nd Trap: Diminished Quality:
According the Aberdeen group survey, when asked to list their top four (out of twelve options) reasons for being dissatisfied with customer service, 58% of those surveyed stated that it was technicians who could not solve their issues due to a lack of expertise or equipment.
Should your customer survey indicate that clients are dissatisfied with the level of quality your service technicians are providing, the most immediate response you can take is to ensure that your technicians are properly trained to perform the tasks at hand. However, it can sometimes be difficult to find experienced and highly-qualified specialists. This is where the targeted use of FSM software can have measurable positive implications.
3rd Trap: Feeling left out:
Some companies make the mistake of assuming that a customer is content to report a problem and sit back and wait for the solution to appear.
This is a dangerous assumption to make. 38% of customers surveyed reported that they were unhappy about technicians not arriving on time. They were not content with knowing that technicians were on their way, they wanted to be able to track the progress of their repairs from start to finish. They wanted access to 24-hour status updates.
They wanted to be able to report problems when they occur, and not have to wait for the limited window of opportunity during which customer representatives were available.
Want to know more? Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now
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Jul 06, 2017 • video • Features • FSM technology • Kevin McNally • resources • Webinars • field service management • Software and Apps • Asolvi
In this sample from the Field Service News webinar "5 fundamental FSM technologies" Kris Oldland, Editor-in-Chief, Field Service News puts questions to Tesseract's Kevin McNally on the topic of what we should expect as standard from a field service...
In this sample from the Field Service News webinar "5 fundamental FSM technologies" Kris Oldland, Editor-in-Chief, Field Service News puts questions to Tesseract's Kevin McNally on the topic of what we should expect as standard from a field service management system and how to ensure we get the best out the solutions we have...
Click here to apply for a free industry practitioner subscription to Field Service News and get links to either download or watch the full webinar online sent to you now
Please note that by completing an application form for a free practitioner subscription you agree to our terms and conditions listed here
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Jul 04, 2017 • Features • Hardware • Panasonic • Panasonic Toughbook • Xplore Technologies • XSLATE B10 • XSLATE R12 • hardware • rugged • rugged tablets
We return to our ever popular hardware review series as Kris Oldland runs the rule over the newly beefed-up XSLATE R12 from Xplore Technologies...
We return to our ever popular hardware review series as Kris Oldland runs the rule over the newly beefed-up XSLATE R12 from Xplore Technologies...
What the manufacturers say...
Think you need a desktop, laptop, and rugged tablet to excel at the tasks you complete in the office, in-vehicle, and in the field? You don’t...anymore. You just need the highly mobile, extremely flexible and always resilient Xplore XSLATE® R12 tablet PC.
The transformational 2 in 1 device gives you all the high performance capabilities and complete computing functions you need in a single platform.
You’ll have the right connectivity and ergonomics for a quick transition from the field to a full desktop computing experience – and the most conveniently stored Companion Keyboard on the market. It's fast to deploy when you want a notebook, and even easier to store when you don't. This makes the XSLATE R12 rugged tablet much more evolved than traditional detachable tablets, improving upon its own award-winning R12-series predecessor.
First impressions...
OK I'll open with full and honest disclosure.
When Xplore acquired Motion and took on their product range some time ago now, the device I was most keen to see harness the benefit of two expert teams of rugged R&D specialists was the R12. It was always my favourite of the old Motion line up, looking as close at the time as a consumer unit a rugged device could get and packing a decent punch in terms of power.
Similarly, I'd always liked the aesthetics of the Xplore range, and their heritage as an ultra-rugged manufacturer meant that their devices were as tough as you could get. 'When the Xplore team start chipping in with the next gen R12 it'll be a pretty impressive machine' was one of my first thoughts when I heard about the acquisition.
So needless to say when the demo unit arrived here at Field Service News Towers expectations were high.
Would the new XSLATE R12 live up to those admittedly high expectations, or would it be a missed trick?
In terms of first impressions it is in fact exactly what I envisioned it to be.
The heritage of the original Motion R12 is still there, it's a sleek looking tablet by any standards, yet it now undeniably looks like an Xplore tablet at the same time. I can't quite put my finger on why, but it is instantly recognisable as such even from the front where there are no obvious logos or markings.
Xplore's claims for this tablet is that it is a 'transformational 2-1 device' and i'm not 100% sure if that is accurate (more on that later) but what they are referring to here is the fact that the tablet has a rather lovely optional attachment to the back that not only acts as a kick stand but also houses and charges a decent size (about 4/5 the size of standard) bluetooth keyboard which even has a track pad within it.
Of course a tablet on a kickstand, using a keyboard and trackpad doesn't mean this is still necessarily going to deliver a laptop experience - as anyone who has used either an Android tablet or iPad in such as way will attest, there is more to using a laptop than setup - namely the ability to run 'proper' applications - which of course all depends on the processors.
One of the key points raised in the XSLATE R12's marketing blurb is that the device comes in a number of flavours in terms of processors.
So perhaps the first question we need to ask is how does the XSLATE R12 stack up when it comes to CPU?
Processing power
In fact it does pretty darn well.
One of the key points raised in the XSLATE R12's marketing blurb is that the device comes in a number of flavours in terms of processors.
In fact there are four options:
- Intel® Core™ i7 vPro™ 7600U up to 3.9 GHz, 4 MB SmartCache
- Intel® Core™ i7-7500U up to 3.5 GHz, 4 MB SmartCache
- Intel® Core™ i5-6200U up to 2.8 GHz, 3MB SmartCache
- Intel® Celeron® 3865U 1.8 GHz, 2MB SmartCache
At the top end with the i7 vPro configuration, the XSLATE R12 even sits well alongside the top end of consumer devices including the Microsoft Surface 4.
Indeed, at the top end with the i7 vPro configuration, the XSLATE R12 even sits well alongside the top end of consumer devices including the Microsoft Surface 4. From a hands on perspective I used the XSLATE R12 for a number of my day to day tasks many of which require fairly demanding applications such as video, audio and image editing and the tablet accounted for itself well, with no issues and similar response levels as the MacBook Pro I generally use when I'm on the road.
Operating system
The XSLATE R12 is available primarily on Windows 10 64 bit which is to be expected given the fact that Microsoft put out an end of life announcement for Windows 7, 8 and 8.1 in the last quarter of 2016.
The good news is that whilst they may have taken their time to get there and made a few mistakes along the way, almost all of Windows 8 for example felt rushed and ill thought out (hence the quick reworking that became Windows 8.1), Windows 10 is a genuinely intuitive and powerful OS.
Of course, being on a Window's system in the field may be helpful for the many, many organisations that are using such systems in the office as well in terms of mobile device management and cyber-security etc. Also for those who have yet to migrate to Windows 10 the XSLATE R12 does come with downgrade options to either Windows 7 or Windows 8.1 which will be available until October this year.
The Ins & Outs
Data input options: Bluetooth Keyboard
Let's start off with the area that Xplore themselves have highlighted as a key USP for the XSLATE R12, namely the way they have approached the 2-in-1 category. My initial thoughts on this, as alluded to above, is that just adding a kickstand and a bluetooth keyboard doesn't necessarily mean that we are getting a true laptop experience.
The keyboard itself connected through the bluetooth easily, quickly and with no issues at all and was of a decent enough size to be more than comfortable for typing anything of length
The keyboard itself connected through the bluetooth easily, quickly and with no issues at all and was of a decent enough size to be more than comfortable for typing anything of length and the trackpad was also equally responsive and a useful inclusion. Indeed the experience of using the XSLATE R12 with the keyboard is very much that of using a laptop, also from my experience using the device, the lack of the physical connection between the screen and the keyboard actually lends itself to more flexible, and thus more comfortable use.
Finally, it should be highlighted that the entire kickstand mechanism including the keyboard is able to be detached very easily (it is attached magnetically) at which point the XSLATE R12 becomes a powerful tablet. It is certainly a heavy duty device weighing in at fairly hefty 2.9 lbs. To put that into context that is almost twice as heavy as the 12.9 inch iPad Pro - a good comparable device in terms of screen size. However, perhaps a more even comparison would be with the Dell Latitude Rugged 12 as consumer devices are of course lighter than their rugged counterparts and in this instance the XSLATE R12 is indeed around 20% lighter of the two.
Date input options: Pen input:
As you would expect of a professional grade 2-in-1 device the XSLATE R12 comes with a pen stylus for written input. The tablet has a neat built-in holder for the pen, which would be very familiar to anyone who has ever used a Samsung Galaxy Note tablet or smart phone, and the stylus itself has a similar level of variance in stroke pressure to that of a Wacom stylus and comes with a standard, but still highly useful, button that can be set up for a number of uses (personally I find it useful as a right mouse click replacement.)
Data input options: Cameras
The camera options for the XSLATE R12 are sufficient if not groundbreaking.
There are two cameras on the device a front facing camera which has become an absolute necessity for field service work as the concept of remote assistance via video calls becomes a very standard approach amongst field service organisations. Given the primary function of this front camera the 2.0 Megapixel spec is more than sufficient - anything more than that would just get wasted in compression codecs used for video streaming - particularly over 3G internet signals.
On the rear of the tablet there is an 8 Megapixel camera which also has a LED flash.
Whilst of course this is adequate for most of the tasks required of it - which are for documentation purposes rather than taking award winning landscapes, in dark corners (where field assets can often reside) capturing clear photographs was slightly less straightforward.
However, this is a minor gripe, and for the most part the rear camera fared well in our test scenarios.
Data input: additional options
The tablet is also capable of including additional data input options which come in the form of Xplore's proprietary add-on system called slate mate.
Additional options for the XSLATE R12 include a 13.56 MHz HF RFID with reader with write capability and a Barcode reader that works with both 1D and 2D barcodes. Both of these inclusions are optional extras.
I/Os:
In terms of it's inputs the XSLATE R12 is not particularly rich in options that come as standard. There is only 1 USB port (which is USB 3.0) although there is a HDMI port. I flagged this up as a benefit when reviewing the XSLATE R12's sister device the XSLATE B10 as it is certainly something useful for those working in telco/pay TV sector - which I understand is where the original request for inclusion of HDMI in came from.
However, the XSLATE B10 comes with an extra USB port making it less of a trade off.
For the R12, especially given that it seems to be aiming for a wider market - trying to step into not just field workers but the wider arena of enterprise mobility perhaps, then I felt that perhaps this bit of real estate on the tablet could have been better served as a second USB.
Realistically, given the fact that the keyboard is bluetooth and the screen is touch sensitive, then the requirements for a second USB port in the field may be fairly limited
Indeed, on reflection I guess they would have a point.
Realistically, given the fact that the keyboard is bluetooth and the screen is touch sensitive, then the requirements for a second USB port in the field may be fairly limited, and the docking station really does open the R12 up into desktop level experiences and for many organisations could be a hugely beneficial addition. However, if i'm being hyper critical I still think if given the choice between an additional USB port or a HDMI port many field workers would opt for the former. Perhaps a choice between the two could be integrated into future iterations of the device?
In terms of connectivity, the XSLATE has space for a SIM card to provide mobile internet coverage, and comes with three internal options for configuration of LTE networks depending on region and requirements - which is of course an essential inclusion for field workers. This is acts as a compliment to the Intel® Dual Band Wireless-AC 8260 Wi-Fi which picked up good speeds on our wireless network.
For storage there is a MicroSD slot to expand the XSLATE R12's internal capacity which ranges from 64GB up to 512GB.
Finally, the XSLATE R12 has a standard 3mm audio jack plus 2 integrated speakers and 3 microphones (2 front facing and one rear facing). The XSLATE R12 also features RealTek noise reduction which worked very well when we made a test call from outdoors in what was a very windy environment.
Battery Life:
It is slowly become a bit of a moot point in the world of industry level devices at least to discuss battery life and for the XSLATE R12 that is almost certainly the case. Essentially, the device is capable of running forever via hot swappable batteries - which can be purchased as additional accessories.
Even for those who don't have a second battery the stated life time of the device is over 9 hours. However, it should be mentioned that we found this to be slightly lower (closer to 6 or 7) and looking at the fine print Xplore do state that 9+ hours is based upon the Core i5 configuration.
However, we also found that in our tests batteries were charging close to full within a little over 2 hours - which again is pretty much in line with Xplore's stated claim of 2.5 hours.
Ruggedity:
I mentioned earlier in the review that the XSLATE R12 seems to be aimed at a slightly different market to where Xplore have played in traditionally. Indeed, I recall Mark Holleran, COO of Xplore telling me that he saw the Motion range more in the semi-rugged space compared to the original Xplore tablets and when the XSLATE R12 was launched John Graff, VP of marketing at Xplore was quoted as saying “No one sits still anymore at work”.
The device is certainly robust - the fact that it is tested to MIL-STD-810G standards means it is capable of taking more than it's fair share of knocks and drops
Maybe I am reading between the lines here but the rugged specs for the XSLATE R12 would appear to back up this assumption.
Whilst the device is certainly robust - the fact that it is tested to MIL-STD-810G standards means it is capable of taking more than it's fair share of knocks and drops, it's relatively low IP rating of IP54 means that this is not a device particularly suited to the outdoor life.
For reference a rating of IP54 means that the device is neither protected against dust ingress nor anything more than splash proof. In a world where many top-end consumer smartphones are now rated IP67 or even as is the case with Samsung's last three flagship devices IP68 (meaning completely closed off to dust ingress and submergible in water for up to 30 minutes) it is a surprise that the XSLATE R12 scores so lowly in this regard.
Yet, whilst the XSLATE wouldn't be too happy getting dropped in a muddy puddle, on the flip side it's screen brightness rating of 800 NITS means you would be able to see the screen clearly even in bright sun if you did take it outside - so just be careful where you put it down.
Finally, the XSLATE R12 is also C1D2 certified for hazardous locations, an important inclusion for those working in such environments.
Conclusion:
There is so much good to write about the XSLATE R12. It is comfortable as both a laptop and a tablet which makes it a good option for those companies whose engineers are currently still using multiple devices.
It has plenty of power for more CPU intensive tasks such as CAD based design work and for a rugged 12inch tablet it is a sleek looking and not to cumbersome to carry around, and as mentioned it is certainly capable of surviving a fair few knocks and drops.
However, there is a certain element of Jeckyl and Hyde in the XSLATE R12 that I just can't get my head around.
It's low IP rating certainly surprised me when I looked through the specs and based on it's rating of IP54 I certainly wouldn't recommend it to an organisation whose engineers work outdoors on anything near even a semi-regular basis. In the world today our field engineer's mobility tools are critical to his role, and no matter how good those tools are, they are useless if they are broken.
I'm sure that the team at Xplore would quite rightly point out the fact that they offer other tablets which are "fully rugged" as they term it - such as the XSLATE B10 which is IP67 rated for field technicians working in such environments, but what confuses me is that the XSLATE B10 has a significantly lower (although admittedly perfectly acceptable) screen brightness compared to the XSLATE R12 - so in very bright sunlight the XSLATE R12 would be easier to view than it's more rugged cousin the XSLATE B10.
But as mentioned the XSLATE R12 isn't really suited to outdoor environments where it could get dusty or wet - so why bother giving it a NIT rating of 800 in the first place? It is this kind of lack of connection in reasoning that makes me think that even the R&D team at Xplore may not truly know exactly which vertical this device is aimed at.
The XSLATE R12 is undoubtedly a very, very good device and if your field service company is one of the many whose engineers are currently using both a tablet and a laptop then this could certainly be a device worth exploring.
Indeed, with the application of this same logic the XSLATE R12 would be a good fit any sector whose field workers were largely based either within homes or offices.
Although, again when we look at these sectors we need to ask whether consumer devices within rugged casing may be suitable alternatives and similarly whether simpler tablets can be deployed in cases where the impressive processing power of the XSLATE R12 is simply going to waste?
The XSLATE R12 is undoubtedly a very, very good device and if your field service company is one of the many whose engineers are currently using both a tablet and a laptop then this could certainly be a device worth exploring. In this regard it certainly could potentially find a much bigger home outside of field service in the hands of the general mobile worker.
However, if your field service engineers do work in more challenging environments than homes and offices then regardless of the XSLATE R12's many impressive facets, you are probably best looking at alternatives such as the XSLATE B10 or the Panasonic Toughbook20.
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Jun 28, 2017 • Features • Hardware • hardware • HP x3
Hewlett Packard isn’t a name that jumps to the top of the list when thinking of hardware providers within the field service sector. Neither for that matter do Windows Phones in general. So when the HP Elite x3 was launched in October last year not...
Hewlett Packard isn’t a name that jumps to the top of the list when thinking of hardware providers within the field service sector. Neither for that matter do Windows Phones in general. So when the HP Elite x3 was launched in October last year not too many folks in the market (including ourselves) paid a huge amount of attention.
However, having got a look at the device at Field Service USA, Kris Oldland, Field Service News Editor-in-Chief, realises that we may have just overlooked the very future of computing for our industry...
I’m very much a firm believer in holding my hands up when I get things wrong - and boy did I get this wrong.
When HP launched the Elite x3 I pretty much automatically dismissed it primarily on the basis that a) it wasn’t truly rugged so not a fit for heavy duty outdoor based field work and that b) it was only available running Windows 10 Mobile - which although a perfectly valid OS, the lack of Android options suggested that there would be better comparable options out there for field service organisations.
By not paying enough attention, I overlooked what could very well be the first device we see that can completely redefine computing and mobility in our sector
Big words, I know, but bear with me on this.
The thing is that whilst we talk about mobility revolutions, really and truly the smart phone or it’s big brother the tablet hasn’t (nor will it ever) fully replace the laptop. There are just always times when a field service engineer will be better off with a keyboard. Admittedly, pure play tablet manufacturers like rugged specialists Xplore do a very good job of offering bluetooth keyboards as accessories, but that just re-enforces the fact that you still largely need a keyboard for odious yet essential tasks such as updating records and filing reports.
Then there is the less frequent but still valid need for a field service engineer to use a desktop.
Again the laptop never really replaced the desktop, if an engineer needs to head back to HQ to help the team work on an important report for a client, outlining how wonderfully his company have met SLAs for example, there is a fair chance that he will do so sat in front of a desktop.
And whilst tablets are great mobile workforce devices they can’t beat a smart phone for simple things like making calls and even when it comes to FSM systems - giving an engineer a tablet means he has something else to carry, whilst his phone can just go in his pocket - when it comes to simple mobility - smart phones of course come out top.
So whilst we have had various new devices and form factors come into the market you could argue that none have really replaced each other. I’m sure that most field service engineers will have with them at least two devices at any given time and may have to use up to four devices in their workflow at some point within their working year.
Well not anymore.
Whilst the HP Elite x3 comes with an impressive set of specs that include beefy processing power and in fact a fairly robust IP67 dust and water ingress protection, it is the devices wider applications that make it so groundbreaking.
As so often in life, the devil is in the detail and the clue is in the name - specifically the x3 part.
You see the Elite x3 has a very impressive trick up it’s sleeve in that if you plug it into a dock which connects to a monitor then it literally becomes a PC. With a bluetooth keyboard and mouse you are all set to go with a full PC experience, completely powered by and therefore accessing the same data stored on your phone.
But wait there’s more...
HP have also developed what they call a LapDock for the Elite x3. This is essentially, for all intense purposes, an empty shell of a laptop. Yet when you connect the Elite x3 to the LapDock (wirelessly of course) once again the phone acts as the CPU for the laptop and again you have a seamless transition from a mobile based work flow to a laptop based workflow.
Even if a phone call comes through - you can take it without the need to exit any ‘mode’ etc and can continue working on the laptop as you speak.
For field service organisations the potential of such a system is of course deeply profound. Not only can you stop having to kit out your engineers with multiple devices (be honest how many of you still give your engineers a laptop/tablet and a phone) but also the direct result of this is that their workflow across devices reaches a whole new level of integration and for the first time, can be truly seamless.
Admittedly, HP aren’t the only ones to have explored this concept. I recall seeing Samsung suggest a similar concept for the Note series - and we may well yet see something similar for the Note 8.
But HP have certainly taken the first step in what could be a truly redefining new take on computing within the field service arena.
One thing is for sure, I won’t be dismissing any of their next few launches so easily out of hand again. And if the potential of the Elite x3 gets even close to having the disruptive effect I think it could have, I suggest you don’t either.
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Jun 28, 2017 • Features • Management • Jan Van Veen • management
In a new feature series Jan Van Veen explores what are the common factors in an organisations DNA that makes them stand head and shoulders above the rest of the competition...
In a new feature series Jan Van Veen explores what are the common factors in an organisations DNA that makes them stand head and shoulders above the rest of the competition...
We have discovered 4 winning habits of long-lasting achievers in service, which sets them apart from competition. These long-lasting achievers see that change and innovation in their organisations is energising and easy and that their people pursue opportunities that go beyond business-as-usual.
Everyone in their organisations has the opportunity to be highly influential In every manufacturing industry, there are exciting – but challenging- changes taking place; involving Servitization, Internet of Things, Big Data, and so on. Customer needs and expectations are shifting, as is the competitive landscape. The speed of change will only continue to increase.
And this will offer huge opportunities for existing manufacturers, and new entrants into the sector.
Many people in manufacturing companies have identified the changes, their impact, and the potential opportunities.
They also see their companies stagnating and dropping behind, despite many attempts to increase a sense of urgency and get buy-in. This often leaves them feeling disappointed and frustrated, yet they are still eager to make a difference.
The 3 Dominant Problems
Most leaders in manufacturing face 3 problems relating to their ability to adapt for more success today, and in the future. One of the concrete consequences, is slower growth of their service business.
Slow change: Whether it is regarding small changes or larger change, it seems to be that many forces repel against it. A lot of energy is wasted in resisting change and in turn, fighting resistance.
There is limited clarity in direction, limited collaboration between departments, a conflict of objectives, too much uncertainty and fear, and a lack of passion and engagement from employees.
As a result, performance issues continue without adequate and timely interventions. Projects and strategies slow down or at worst, fail during execution. Consequently, employees show signs of being worn-out of yet another change initiative.
[quote float="left"]The ‘4 winning habits’ are in fact, the missing link to increase and sustain momentum, to continuously adapt, drive change and innovate their business- including driving a strong service business
Being stuck in “business as usual”: There are very few ideas and initiatives beyond small, incremental improvements, if any at all. Whether it is about product innovation, new services, sales approaches or delivery processes, most changes are focussed on incremental improvements of the status-quo. Of course, this is important, but not sufficient to be successful in our changing world.
Lack of influence: Most people within a company, from the operation specialists, to the CEOs, feel disappointed or even frustrated due to having limited influence to make a real difference.
What makes matters worse, is when they see good ideas and concerns failing to resonate with their organisation.
The 4 Winning Habits
The long-lasting achievers experience the same challenges and opportunities as those who stagnate. They have access to the same market for clients, same technology, same market for talents, and the same knowledge and expertise within the industry.
We can also point out that they have similar visions and strategies, change management, communication strategies and budgets for the change initiatives.
It appears that the ‘4 winning habits’ are in fact, the missing link to increase and sustain momentum, to continuously adapt, drive change and innovate their business- including driving a strong service business
The 4 habits are:
- Direction: Everyone shares a clear and succinct picture of changes in the industry, where the company is heading and what needs to change over the coming years. They all understand how they can contribute to the change, and ultimately, fit in.
- Dialogue: Across all teams and levels there is a constructive and forward-looking dialogue on performance, progress, priorities and aligned actions. Everyone feels secure and confident to adapt and try new approaches.
- Decision-making: Everyone has the power to make decisions within their role, to adjust, perform and improve. There are adequate guiding principles to ensure coherence and alignment of all decisions.
- Discovery: Everyone is aware of (potential) trends, opportunities and threats and the best practices available. They spend time in exploring, testing and learning. There is more focus on new things which go beyond the current core business, which is imperative for future success.
Over the following months, we will elaborate upon each of these habits and support our content with real-life examples.
The Result
The results long-lasting achievers obtain with these 4 winning habits is deep-rooted.
Fluid change: Everyone is passionate and keen to make a difference. They all recognise the need to change and adapt. They collectively think and act to achieve greatness. Change energises!
Pursuing opportunities beyond “business as usual”. Everyone is sensitive to threats, opportunities and obstacles, and behave in a coherent and forward-looking way.
Highly influential: The CEO, operational specialists, and anyone in between have influence to drive change and innovation, and make a positive difference.
They therefore discover:
- More real value innovation, like service innovation.
- Higher growth rates and margins
- Better customer loyalty
- Higher employee engagement
- Better retention and attraction of talents[/unordered_list]
The Essence
If you assume that the focus is about change management and buy-in, then you have missed the point:
It is about making change management obsolete.
There is no need to cope with resistance against change, because the changes come from the ‘bottom-up’.
I believe this is the power of combining business innovation on one hand, and talent development and empowerment on the other.
Be social and share this feature
Jun 22, 2017 • Features • Management • Continuous Improvement • Jan Van Veen • Managemenet
In a new feature series Jan Van Veen explores what are the common factors in an organisations DNA that makes them stand head and shoulders above the rest of the competition...
In a new feature series Jan Van Veen explores what are the common factors in an organisations DNA that makes them stand head and shoulders above the rest of the competition...
We have discovered 4 winning habits of long-lasting achievers in service, which sets them apart from competition. These long-lasting achievers see that change and innovation in their organisations is energising and easy and that their people pursue opportunities that go beyond business-as-usual.
Everyone in their organisations has the opportunity to be highly influential In every manufacturing industry, there are exciting – but challenging- changes taking place; involving Servitization, Internet of Things, big data, and so on. Customer needs and expectations are shifting, as is the competitive landscape. The speed of change will only continue to increase.
And this will offer huge opportunities for existing manufacturers, and new entrants into the sector.
Many people in manufacturing companies have identified the changes, their impact, and the potential opportunities.
They also see their companies stagnating and dropping behind, despite many attempts to increase a sense of urgency and get buy-in. This often leaves them feeling disappointed and frustrated, yet they are still eager to make a difference.
The 3 Dominant Problems
Most leaders in manufacturing face 3 problems relating to their ability to adapt for more success today, and in the future. One of the concrete consequences, is slower growth of their service business.
Slow change: Whether it is regarding small changes or larger change, it seems to be that many forces repel against it. A lot of energy is wasted in resisting change and in turn, fighting resistance.
There is limited clarity in direction, limited collaboration between departments, a conflict of objectives, too much uncertainty and fear, and a lack of passion and engagement from employees.
There is limited clarity in direction, limited collaboration between departments, a conflict of objectives, too much uncertainty and fear, and a lack of passion and engagement from employees.
Being stuck in “business as usual”: There are very few ideas and initiatives beyond small, incremental improvements, if any at all. Whether it is about product innovation, new services, sales approaches or delivery processes, most changes are focussed on incremental improvements of the status-quo. Of course, this is important, but not sufficient to be successful in our changing world.
Lack of influence: Most people within a company, from the operation specialists, to the CEOs, feel disappointed or even frustrated due to having limited influence to make a real difference.
What makes matters worse, is when they see good ideas and concerns failing to resonate with their organisation.
The 4 Winning Habits
The long-lasting achievers experience the same challenges and opportunities as those who stagnate. They have access to the same market for clients, same technology, same market for talents, and the same knowledge and expertise within the industry.
We can also point out that they have similar visions and strategies, change management, communication strategies and budgets for the change initiatives.
It appears that the ‘4 winning habits’ are in fact, the missing link to increase and sustain momentum, to continuously adapt, drive change and innovate their business- including driving a strong service business
The 4 habits are:
- Direction: Everyone shares a clear and succinct picture of changes in the industry, where the company is heading and what needs to change over the coming years. They all understand how they can contribute to the change, and ultimately, fit in.
- Dialogue: Across all teams and levels there is a constructive and forward-looking dialogue on performance, progress, priorities and aligned actions. Everyone feels secure and confident to adapt and try new approaches.
- Decision-making: Everyone has the power to make decisions within their role, to adjust, perform and improve. There are adequate guiding principles to ensure coherence and alignment of all decisions.
- Discovery: Everyone is aware of (potential) trends, opportunities and threats and the best practices available. They spend time in exploring, testing and learning. There is more focus on new things which go beyond the current core business, which is imperative for future success.
Over the following months, we will elaborate upon each of these habits and support our content with real-life examples.
The Result
The results long-lasting achievers obtain with these 4 winning habits is deep-rooted.
Fluid change: Everyone is passionate and keen to make a difference. They all recognise the need to change and adapt. They collectively think and act to achieve greatness. Change energises!
Pursuing opportunities beyond “business as usual”. Everyone is sensitive to threats, opportunities and obstacles, and behave in a coherent and forward-looking way.
Highly influential: The CEO, operational specialists, and anyone in between have influence to drive change and innovation, and make a positive difference.
They therefore discover:
- More real value innovation, like service innovation.
- Higher growth rates and margins
- Better customer loyalty
- Higher employee engagement
- Better retention and attraction of talents
The Essence
If you assume that the focus is about change management and buy-in, then you have missed the point: It is about making change management obsolete.
There is no need to cope with resistance against change, because the changes come from the ‘bottom-up’.
I believe this is the power of combining business innovation on one hand, and talent development and empowerment on the other.
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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