ARCHIVE FOR THE ‘future-of-field-servcice’ CATEGORY

Ericsson and ABB have partnered to accelerate the industrial ecosystem for flexible wireless automation. The partnership will enable enhanced connected services, Industrial IoT and artificial intelligence technologies in the future.

The partners established their joint vision for future flexible production with automation and wireless communication by signing a Memorandum of Understanding (MoU) at Hannover Messe 2019. This comes in the era of Industry 4.0 and 5G, as businesses realize the benefits of increased productivity through automation and digitalization.

The MoU confirms the partners’ agreement to: continue their strong research collaboration, explore improvements in manufacturing processes and automation, and discover new business opportunities for the industrial ecosystem.

Ulrich Spiesshofer, CEO, ABB, said: “We are very excited to extend our partnership with Ericsson as the world moves closer to the era of 5G technology. ABB’s leadership in digital industries combined with Ericsson’s pioneering work in connectivity will open up new opportunities for customers to enhance productivity and competitiveness by digitalizing their businesses.”

Börje Ekholm, President and CEO, Ericsson, added: “Ericsson and ABB already have a strong collaboration in research for 5G and Industrial IoT technologies. With this MoU, we strengthen our partnership to accelerate the industrial ecosystem and realize the full potential of flexible automation, unlocking new business opportunities enabled by combining 5G and Industry 4.0.”

Atos and Google Cloud have inaugurated a joint artificial intelligence laboratory in Paris, France. 

The laboratory, which is unique in France, enables clients, businesses and public organizations to identify practical cases, for which AI could provide innovative and effective solutions, the companies say.

Through this laboratory, Atos is helping AI solutions to be adopted in Europe. In its cloud and hybrid cloud datacenters it ensures the security of both the data and the processing of it, as well as compliance with the European regulation on the protection of personal data. A real space for teaching and experimentation, the laboratory welcomes French and European clients to define concrete use cases where AI algorithms can provide high-performance solutions, via co-creation and solution prototyping workshops.

Thierry Breton, Chairman and CEO of Atos, said: "In order for France to continue to play a key role in the information space, it has to invest heavily in artificial intelligence and new technologies. Beyond economic development, being able to offer technological excellence while protecting European data is a matter of sovereignty. With this joint laboratory between Atos and Google Cloud, we are enabling the adoption of artificial intelligence by our clients by offering them the best technologies and the highest level of security for their data processing, all within a clearly defined European regulatory framework. As such, Atos combines economic and technological development with sovereignty, compliance and security and helps to design a secure and valued European information space.”

Eric Haddad, France’s Managing Director of Google Cloud added: "Our technologies enable our partners and their customers get the best value out of their data securely. This laboratory is a concrete example of the close collaboration between the Atos and Google Cloud teams, as well as our commitment to help French and European businesses define new business models based on artificial intelligence”. 

In April 2018, Atos entered into a unique global partnership with Google Cloud to accelerate the creation of secure hybrid cloud solutions, data analysis and machine learning, as well as the connected work environment. The partnership includes the opening of three AI laboratories around the world - in London, Dallas and the Paris region.

In the latest Field Service Podcast, Paul Joesbury, Commercial Operations Director at Homeserve, suggests the asset will eventually become more important than the engineer in service.

 

In this special episode, Field Service News' Deputy Editor Mark Glover, speaks to Paul Joesbury ahead of his debate at Field Service Connect next month where he will argue that the use of technology such as machine learning and AI will eventually negate the need for the human intervention.

You can find out more information about Field Service Connect which takes place on 15 and 16 May at Celtic Manor, South Wales here. 

In the latest Field Service Podcast, Cheryl Anne Sanderson, Operations Director at G4S FM UK and Ireland, discusses the struggle in attracting the next generation of technicians and engineers and suggests influence must come from the top of a business to change perceptions of those looking in who are considering a career in service.

 

In this  special episode, Field Service News' Deputy Editor Mark Glover, speaks to the brilliant, forward thinking Cheryl-Anne Sanderson ahead of her keynote address at Field Service Connect next month; enticingly titled, Making Field Service Sexy. How to redefine industry perceptions to attract the next generation of bright minds and propel your field service into the digital era.

Cheryl is passionate about getting young people into the sector and this eye opening podcast goes deep into the issues behind the current workplace disparity and what can be done, if anything, to remedy it.
An essential listen!

You can find out more information about Field Service Connect which takes place on 15 and 16 May at Celtic Manor, South Wales here. 

In the latest Field Service Podcast, Nick Frank, Co-Founder and Managing Partner at Si2 Partners of Field Nation, discusses the ethos behind The Service Community, a knowledge-sharing, independent service members' group and looks forward to the organisation's next gathering taking place at Renishaw's HQ in Gloucestershire, UK. 

 

In this episode, Field Service News Deputy Editor Mark Glover, speaks to one of the spearheads behind The Service Community, Nick Frank, who explains the origins of the group's and explains its future goals. Nick also shares some of the challenges that members are highlighting in the service sector and tells us what delegates can expect at the association's next gathering taking place at the beginning of April.

You can find out more information about The Service Community here and sign-up for the group's forthcoming event at Renishaw's HQ in Gloucestershire on 2 April here.

In the latest Field Service Podcast, Mynul Kahn, CEO and Founder of Field Nation, discusses the changing modern nature of field service recruitment.

 

 

In this episode, Field Service News Deputy Editor Mark Glover, speaks to Mynul Kahn, CEO and Founder at Field Nation about the shift in service recruitment and how the gig economy will gain more relevance in the sector.

In the latest Field Service Podcast, Christian Kowalkowski, Professor of Industrial Marketing at Linköping University, discusses the challenges round transitioning to a servitization business model.

In this episode, Field Service News Deputy Editor Mark Glover, speaks to Christian Kowalkowski, author of Service Strategy in Action: A Practical Guide for Growing your B2B Service and Solution Business, about the challenges businesses can face when adapting to a servitization model having been used to the more traditional transactional framework.

You can connect with Christian on his LinkedIn profile here and email him at christian.kowalkowski@liu.se
Information about the book Service Strategy in Action: A Practical Guide for Growing your B2B Service and Solution Business, including how to purchase a copy, can be found here.  

Field Service has long been an industry open to embracing the latest innovations, but what technology will have the greatest impact in the long term on field service operations? In Part One of this two-part review, FSN's Editor-in-Chief Kris Oldland gives his opinion on what technology will be the most important driving field service technology forward.

As technology becomes ever increasingly intertwined with the evolution of business in these early decades of the twentieth century, the importance of identifying the right technologies that can drive a business forward.

As opposed to those that may be either just passing fads (such as the clamour for Google Glass perhaps?) or technologies that become so over-hyped, that we see unrealistic expectations laid at their door, so when initial Beta versions are launched they ultimately seemed doomed to failure making it harder to win over sceptics once the technology finally does mature enough to be significantly deployed (once again… Glass anyone?)

We have seen huge examples of companies backing the right technology, embracing it, building it into their DNA and becoming massive successes.

Salesforce saw the potential of the Cloud and reinvented the global CRM marketplace; MAN Truck and Bus UK embraced telematics to create the Trucknology generation and saw revenue grow by 1000% within a decade.

Then there is Amazon who through a studied focus on developing Big Data based technologies and algorithms, have evolved from being an online shopping portal with ‘a smile on the box’ to being not only the online shopping portal, but also the name in enterprise Cloud solutions, and perhaps the only real competitor to the Apple and Google duopoly of digital music and film distribution via their impressive Prime service.

But it is not only the household names that can take advantage of technology.

 

Take Service2 for example, a local HVAC and Gas Appliance maintenance firm based in the North of England who were a Field Service News case study earlier this year. Through the implementation of field service management software they are now in a position to have far greater grasp on their P&L, deliver a superior level of service to their customers, and are perfectly primed for rapid expansion. For them, field service management technology is a massive enabler and key driver for their business.

Another fantastic example was shared with us by Nick Frank, Frank Consulting on a recent Field Service News webinar. Nick described how Northern Irish business LISTO who have been able to combine an understanding of customers’ needs, some out of the box thinking and using existing technologies have been able to help SME’s help shape not only their own futures but seriously disrupt their relative markets whilst doing so, causing new benchmarks and customer expectations and again being empowered by technology.

So in such an environment where technology can be a genuine key differentiator for companies both big and small, the technology analysts such as Aberdeen and Gartner play a huge role in helping us assess what technologies we should be exploring, researching and investing in to help us become leaders in our field.

Indeed the annual Gartner hype cycle has become one of the most hotly anticipated publications within industry, as a barometer initially of which technologies were gaining the most attention across global media and businesses alike and now also incorporates an indication of maturity for each technology listed as well to help us further understand where such technologies sit in the road map for future business operations that Gartner predicts we should potentially be adopting.

However, the rapid evolution of technology in what many are referring to as a golden age of information, is progressing at such a rapid speed that even Gartner are unable to keep up sometimes it seems. Having dominated business technology conversations for the last two years, Big Data disappeared from the company's 2015 Hype Cycle entirely. The reason, according to Gartner Analyst Betsy Burton is that “Big Data has quickly moved over the Peak of Inflated Expectations and has become prevalent in our lives”.

And whilst this is almost certainly true, the fact is that Big Data remains a mystery to many outside of the Data Scientist illuminati who are redefining the way business operates today.

 

As Dave Hart, ServiceMax Vice President of Global Customer Transformation commented in a previous Field Service News podcast, “Big Data is like teenage sex: everyone talks about it, everyone thinks everyone else is doing it, but nobody really knows how to do it.”

Yet the fact is the ability to build easily configurable dashboards, that give field service directors and their managers access to the vast swathes of data generated by a field service team is high on the list of any company currently exploring a new field service management system.

John Cooper, Head of IT and Workflow Solutions in Sony’s Professional Solutions explained in a recent exclusive Field Service News interview: “We have this dream of the account managers turning up at customer sites and being completely clued in with all the stuff that’s happened in a nice simple to understand graphical way. So they don’t need to get into technical complexity but they know what we’ve done for the customers, they know of any live issues and they’re not going to get ambushed with you’ve got this problem or that problem.”

Such open flow of data and more importantly is of course powered by Big Data so whilst the technical whirrings of this monumental technology may not be fully understood by those outside of those niche Data Scientist circles, the reality is that it’s impact is very much being felt, even if it is through its output and application rather than a more tangible, physical everyday sense.

 

However, is Big Data the most important technology changing the way business operates today?

Well in the sphere of field service there are justified claims for a number of other recent technologies. Without doubt one of the most important developments that has truly revolutionised our industries and the way field service operates is the leap forward mobile computing pushed dramatically forward by the rise in prominence of the smartphone and iPhone in particular.

Look out for Part 2 of this review where Kris examines the case for the Cloud and the Internet of Things as the most important technology for the future of field service.

 

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