ARCHIVE FOR THE ‘iot-2’ CATEGORY

It’s been a whirlwind year in terms of technology development impacting the field service sector and the breakneck pace of development shows no signs of slowing down anytime soon. Manuel Grenacher, CEO, Coresystems takes stock of the rapid technological advances we’ve seen across the last twelve months and outlines what we can expect in 2018...

Just as automation gave rise to more advanced machines over the past decade, so too has field services evolved.

The analog process of collecting and sharing information about customers and devices has now become automated, and in some cases completely digitalised. Service executives are continuously pushing the envelope of what’s possible with field service management software, and 2017 was a great example of that drive towards innovation.

As discussed previously, the growth of the Internet of Things and its real-time connectivity has led to a massive spike in consumer expectations for instantaneous customer service. As a result, organisations have been forced to rethink their customer service delivery strategies, including their workforce resources and supporting technologies.

In field service, we see a future in which for-hire field service technicians can connect This year, pioneering companies (for example, Airbnb) have continued to lay a blueprint for other industries to follow using a gig economy model. In field service, we see a future in which for-hire field service technicians can connect – through technology tuned for the gig economy – to organisations that need extra manpower for their field service teams.

At Coresystems, we understand the challenges organizations face when field service requests greatly outnumber that company’s field service technicians. By leveraging independent workers in the gig economy, organisations can deliver the real-time service that customers now demand. By introducing technology that enables the crowdsourcing of field service to independent, for-hire field service technicians, FSM software providers can help their customers find those field service technicians anywhere and anytime. This would check organisations’ critical box of providing real-time customer service.

In 2017, virtual and augmented reality (AR) technologies became more prevalent in many industry sectors, including field service.

There’s a huge market opportunity for organisations looking to enhance their field service businesses with these technologies – and you can find more on that here. Essentially, a specialised AR headset would boost the first-time fix rates and average repair time by allowing technicians to view, search and digest any information they need for an installation and/or repair on a heads-up display (think manuals, checklists and more).

AR would also connect on-site technicians with more experienced engineers back at HQ, who can visually supervise and troubleshoot more difficult technical issues, thus benefiting staff training and mitigating skills shortages.

Looking ahead to 2018, we believe the customer touchpoint will become a point of focus. Put simply, customer touchpoints are the various ways in which a customer encounters your company and products. This can be before, during or after purchase, and can be through social media, your online help center or word-of-mouth conversations.

Rather than selling a new machine through traditional methods, we’ll see companies handle the customer touchpoint better and more effectively Amazon Alexa and Google Home, for example, are perfect illustrations of successful customer touchpoints: they can meet their customers’ demands quicker than others because they understand their customers better, thanks to the use of smart home devices.

Alexa already knows which brand of water you prefer, and how many bottles you usually order, and with a short command you can place your order and have it on your doorstep within hours.

In contrast, in a traditional retail setting you need to go through several clicks to begin the delivery process.

To translate that to field service, rather than selling a new machine through traditional methods, we’ll see companies handle the customer touchpoint better and more effectively. For many companies, service is considered last. In my mind, that’s backwards – it should come first. Before you start digitising machines, you should think about how to digitise the service.

The evolution of technology has propelled us into the age of digital transformation, and it’s fundamentally changed the way we interact with technology and even the way technology interacts with itself. That shift will continue in 2018, at least in field service, with innovations such as crowd service platforms and AR headsets gaining further traction.

be social and share 

What will the impact of servitization and the move to preventative maintenance that it entails have on parts and inventory management? Erik Kjellstrom, Pre-Sales Manager, Syncron tackled this question at the Aftermarket Conference in Hamburg last October. Kris Oldland followed up with him after the event to find out more more...

As Erik Kjellstrom, Pre-Sales Manager, Syncron, stepped down from the stage having just given a presentation at this year’s Aftermarket Conference, I was looking forward to the opportunity to catch up with him for a number of reasons.

His organisation has been something of an anomaly in our sector of recent years. A pioneering lone voice that often were seemingly single-handedly trying to bring a dedicated solution to what was often the unloved piece of the field service puzzle – parts management.

Whether, it be pricing, inventory management or stock ordering, Syncron have successfully over the last few years been one of few brands to be associated with taking this part of the aftermarket conversation seriously. We’ve seen Syncron a lot at various conferences over the last 24 months and almost each time they’ve been armed with case studies and hard data that revealed just how much (and how easily) their solution has improved their clients P&L both in terms of top line revenue and bottom line profit.

However, this time around there was a twist to their approach. Having recently brought a new in module into their offering that is focused on predictive maintenance and based on IoT, were they shifting their focus - or was this development just a natural evolution that reflected the changing dynamics of the industry?

The central thrust of Kjellstrom’s presentation was that essentially there are a number of interesting trends appearing in the aftermarket industry – covering a lot of the ground that regular readers of Field Service News will be familiar with.

We are seeing futuristic concepts such as Drones, 3D Printing, Augmented Reality and Autonomous Vehicles all of which have all been on the horizon offering the promise of industry revolution for a while but are now really starting to come into the mainstream conversationTo begin with, coming from the technology perspective we are seeing futuristic concepts such as Drones, 3D Printing, Augmented Reality and Autonomous Vehicles all of which have all been on the horizon offering the promise of industry revolution for a while but are now really starting to come into the mainstream conversation. Alongside this with have already seen wide adoption of Mobile, Cloud and increasingly the Internet of Things amongst manufacturers and service providers.

However, the changes we are seeing in our sector are not just driven by technology alone.

Sweeping demographic change within the workforce, accelerated by the ageing workforce crisis being faced by companies across the globe and being exacerbated by the unprecedented differences between the incoming Millennial generation and the outgoing Baby Boomers, is of course another factor driving industry evolution forwards.

Finally, add into this mix our shift to a much more service and outcome orientated society as a whole - arguably itself the result of the generational shift alongside the technical advances referenced above and we are seeing companies turn their entire business models on their head.

Servitization has gone from fringe concept to buzzword across the last eighteen months or so as talk of ever decreasing SLAs and increasing First-Time-Fix rates has morphed into discussions around guarantees of uptime and the financial impact of unplanned downtime.

As such our industry is in a fascinating and exciting state of flux at the moment and it was this rapid development and the various drivers behind it that were at the heart of the Kjellstrom presentation in Hamburg.

Of course, such dynamic changes within the sector need to be reflected within the solutions provided and it is the shift towards preventative maintenance (itself a major stepping stone on the way to servitization) that Syncron have focused their latest efforts on.

“We have been working very much to support more reactive service models in the past in terms of inventory management and pricing but what we are now doing, both from a product stand point but also from a service offering standpoint, is we are working towards an uptime supporting module.” Kjellstrom explained when we caught up.

In brief, Syncron are integrating a new module into their current service network optimisation capabilities.

These capabilities in the past had all been centred on the parts management area of the Aftermarket sector – pricing, inventory management, and ordering. However, their new module is a predictive maintenance module they call Uptime (makes sense), which Kjellstrom explains is intended to ‘blend together the aspect of inventory management and pricing etc with an understanding of the actual assets that use these parts.

It seems a natural alignment to bring the asset and the parts management together in the preventative management worldIt seems a natural alignment to bring the asset and the parts management together in the preventative management world. Indeed, much of reasoning behind this development from Syncron echoes a similar line of conversation that ServiceMax put forward when they announced their integration with GE Digital’s technology Asset Performance Management (APM).

Essentially both Syncron and ServiceMax are approaching the same central maxim - just from two different angles. In a world of IoT and sensor-led preventative maintenance the asset is King and everything else should fall in line around and work back from that one premise.

However, where one does feel that viewpoints will change between the two organisations is in how the ecosystem is built. Through their recent acquisition list including Servicemax, it is clear that GE Digital have their eyes set on building a comprehensive and all encompassing new platform for age of the Industrial Internet.

For Syncron however, the focus for the time being at least, appears to be in line with their best-of-breed heritage.

“I think that a product such as ours and a Field Service Management (FSM) system are complimentary products.” Kjellstrom explains.

“We have many instances where we will see a FSM system or a maintenance system that runs in compliment to the more Aftermarket focussed, parts oriented solutions such as ours. Perhaps what makes Syncron a little bit unique is the way we work and how we blend together the aspects of network optimisation and parts optimisation which is often natively something that belongs in a FSM tool.”

With so many technologies evolving at once a clear case could be made for establishing a comprehensive technology ecosystem across a service orientated business and Syncron is set to be an important part of that ecosystem.

Yet, in a world that seems to be in constant Beta, not all developments are equal and Kjellstrom believes it is important to understand how different technologies can impact the way we work when building out your own tech strategy.

Certain technologies will bring refinement whilst others offer revolution.

“We definitely see more potential impact from some types of the technologies than others,” he comments.

“What we are really interested in are the questions like will 3D printing totally replace a need for service part inventory management – and the answer is no it will not, it may enhance it but it will not replace it.”

Does the development of autonomous vehicles mean that we will begin to see car sharing across a team of engineers“How about autonomous vehicles? Does the development of autonomous vehicles mean that we will begin to see car sharing across a team of engineers” he asks rhetorically before outlining that such technology could lead to servitizing the fleet at which point automotive manufacturers concerns about spare parts really begin to truly change and evolve into an entirely new set of thinking and processes.

“These are the types of questions that we are interested in, in terms of the emerging technology.” He explains.

“What we are seeing is that some of these new technologies are really pushing towards a more uptime related world, whereas some technologies are more likely to become tools for us to simply improve existing processes.”

However, whilst he believes the shift to Servitization and outcome based solutions will continue to grow, Kjellstrom also insists that the traditional break-fix market and the aspects of pricing, parts management and inventory which that function drives forward, will never fully disappear.

“I am sure that the shift in focuses to uptime guarantees are growing rapidly and eventually break-fix is going to become less significant but there is always going to be the type of customers where uptime critical assets are not relevant.”

Indeed, whilst we wait for the weighting between the old and the new to do a 180 flip, one thing is clear, for the short-term at least we need to be able to accommodate both – which means looking to the future today – something Kjellstrom and his colleagues have embraced which is clearly evident by their introduction of the new Uptime module.

be social and share

Having explored some of the ground breaking new tools being used in field service including crowd service and Augmented Reality in his recent articles, Manuel Grenacher, CEO Coresystems now explores how video assistance can be used to great effect in improving field service delivery...

The outlook for the growth of the field service market is hugely positive, with predictions noting the field service industry will nearly triple in size to $5.11 billion by 2020.

Following on from my previous articles in Field Service News, several modern technologies are playing a major role in driving that exponential growth, including the Internet of Things (IoT) and augmented reality (AR) solutions. Another trend – or rather an overarching one that IoT and AR innovations both tie into – is the rising importance of video.

In addition to AR, as well as artificial intelligence (AI) and virtual reality (VR), new tools are emerging that make it possible to more directly involve service technicians, specialists and experts in field service operations, even if they are not on site.

Any provider of field services understands the frustration of having to comprehend a complex problem without a proper visual perspective of the issue at hand. Any provider of field services understands the frustration of having to comprehend a complex problem without a proper visual perspective of the issue at hand. With a verbal description (and perhaps an attempt to recreate strange sounds emanating from a malfunctioning device), a service technician is expected to diagnose the problem and magically offer tips on how to repair it.

When information cannot be transferred and made accessible to field service technicians on-the-go, this limits their ability to offer first-time fixes. With the rapidly increasing pace our lifestyles, consumption habits and mindsets, this is an issue because we are expected to be quicker, connected and digitalized.

The consequence is dissatisfied customers who face lost revenue due to extended system downtime.

Video assistance uses the tools available – like mobile devices – to provide images of devices in need of repair or even virtual spaces where service technicians can congregate to solve an issue. Companies can minimize errors, increase efficiency and speed up field services by, for example, uploading instructional videos and manuals and checklists for facilitating repairs.

Field service technicians can refer to these guides if they are unable to solve a problem on their own. This is a real help for service technicians who might be less familiar at repairing unique problems.

In addition to the growing complexity of service offerings, the aging workforce is one of the top challenges within the field service industry, according to the Aberdeen Group.

As this highly skilled workforce approaches retirement age, service managers are now faced with the risk of losing a vast source of knowledge that will be difficult, if not impossible, to replace.

Modern video tools would make it possible for seasoned service technicians to play an active role in the company while also determining their own schedules.That is because these service technicians have not only gone through years of training but have also acquired immeasurable experience on the job – and this is experience that can often only be amassed firsthand and on site with clients.

Modern video tools would make it possible for seasoned service technicians to play an active role in the company while also determining their own schedules. This would ensure that their valuable expertise and know-how is available to a new and novice pool of service technicians.

Moving towards video is relatively simple and cost-effective to apply, and promises increased customer satisfaction, higher revenues, lower costs and overall maximized efficiency. Given video’s integral role in our day-to day activities (YouTube, Skype, Snapchat, Facebook Live and other media), it is surprising that more companies offering field services have not yet integrated video technology into their business models. Surely a tool as ubiquitous as video – connecting people, providing access to endless information and entertainment – is a vital tool for providing more effective service.

Video-connected field service technicians have access to a vast wealth of information, which could help them find answers to complex questions or seek out expert advice from colleagues.

These tools also facilitate communication and collaboration across the entire company, which means field service technicians have access to real-time updates.

be social and share

Bill Pollock, President, Strategies for GrowthSM tackles one of the biggest questions smart Field Service Directors are asking themselves today - how to make money from IoT based field service delivery...

The ability to monetise the IoT in field services is another variation on a theme of what has dogged the field services industry for decades! Every time there are advances in technology, the more progressive – and aggressive – Field Services Organisations (FSOs) adopt the technology to streamline their processes, reduce their internal costs, and improve their service delivery capabilities.

However, customers, for the most part, see the adoption of this technology as being

[ordered_list style="decimal"]

1. Strictly for the benefit(i.e., cost-benefit) of the services organisation itself, and not them and
2. means that should reduce overall costs for both the services organisation and its customers (i.e., themselves)[/ordered_list]

With subscription-based pricing, however, cost should no longer be as critical an issue to the prospects for moving forward with the desired FSM solution – however, do your CFO and Purchasing teams understand that? Or are they still entrenched in the traditional perpetual license mindset?

The mistake that many services organisations make is trying to sell the same services to customers, at reduced costs to themselves, but increased costs to their customers. Customers will typically see this apparent disparity and question their services providers as to why they should have to pay more for something that costs their vendors less!

What basically needs to happen is for the services organisations to move away from traditional Service Level Agreement (SLA) pricing, to an outcome-based pricing model, such as “power by the hour”, “airplanes in the air” or “x levels of output”, rather than “y hours of service coverage”. Remember the “bullion” pricing model (i.e., Platinum, Gold, Silver, Bronze)? It bit the dust (in most cases) years ago.

 

So, too, will traditional Service Level Agreements (SLAs) as they are replaced by outcome-based services agreements.

The best current examples of this are, as noted, are selling “uptime as a service”, rather than merely “throwing hours of support” at customers – a rifle shot, rather than a scatter-gun approach to selling services. Although many services organisations say they offer total Service Lifecycle Management (SLM) support, most still only offer Field Service Management (FSM) solutions in terms of field service and support, preventive maintenance, and standard parts and inventory management.

However, the IoT, in some cases for the first time, now empowers FSOs to provide “true” Lifecycle Management for their services customers – essentially “cradle to grave” support for all of their systems and devices, throughout all of their day-to-day usage and applications.

How does the IoT do this?

Basically, by automating the entire services management process, end-to-end, from data collection, through device monitoring, problem identification and resolution, routine and ad hoc maintenance services, predictive and pre-emptive maintenance, parts/inventory management – and even “end-of-life” product support! SLM is more than FSM – and the IoT can support all of the organisation’s SLM services processes.

The IoT is more likely to change the way in which services organisations deliver their services, first; and the way they package and price them, second.

By that, I mean that, first, the IoT will allow services organisations to perform more maintenance and repair service remotely, rather than on-site – and the growing use of predictive diagnostics will continue to reduce the need for on-site services (in some cases, at all) over time.

As a result, many services customers may not even know that their systems or equipment have been serviced, as everything that was needed was either performed remotely – or did not need to be performed at all (i.e., through routine monitoring and minor calibrations or maintenance “tweaks”, etc.).

Through the use of a customer portal, customers can typically gain full visibility of exactly what types of maintenance have been performed, on which systems, at what times, and with what results.

However, those customers not electing to utilise their customer portals (or if their services provider does not offer that capability) will have virtually no visibility as to the extent of the maintenance that has been performed.

This ultimately becomes problematic for some services organisations that must then report what they have done for the customer – and try to convince them that by doing so, there was added value provided.

 

Packaging this “new” way of providing services through an IoT-powered FSM, or SLM, involves an entirely new way of delivering services to customers. For example, instead of providing a certain number of hours of support, within a designated time window, and providing a “guaranteed” uptime percent (i.e., or you don’t have to pay your services contract fee that month), some organisations are now selling uptime – period.

Instead of throwing service contract hours at an aviation customer, they now provide “airplanes in the air” to this segment. Similarly, instead of selling a standard SLA to a wind farm customer, they are selling “power by the hour".

Instead of selling standard SLAs for extermination services, they’re selling a “rodent-free” environment. And so on.

However, this ”new” way of packaging services will be difficult for some services organisations to deliver – and for many customers to acclimate to – or price! It will take time, and it will not be an easy conversion for some. But, it is already the way of the present, in many cases – let alone the future.

 

---

 

Be social and share

Resource Type: White Paper
Published by:  IFS
Title: The IFS Digital Change Survey

 

---

 

Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

If you are a field service professional you can apply for a complimentary industry practitioner subscription and we will send you a copy of this white paper along instantly.

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

 

---

 

Synopsis:

When a car leaves a factory, this no longer signifies the end of the relationship between manufacturer and vehicle. The car goes into the next stage of its lifecycle, where it must be maintained and serviced. Businesses are realising that this servicing offers a significant revenue stream. For example, automotive manufacturer margins on new vehicle sales range from eight to 14 per cent, whereas servicing a brake disc carries around a 65 per cent margin.

As businesses become service-oriented, digital transformation gives them the tools to change.

By enabling visibility of an asset using the Internet of Things (IoT), the provider can better understand its use in the real world and feed that back into its research and development (R&D) process. Any issues from the manufacturing process that affect usage and failure rates of equipment can be managed via the IoT feedback loop. Data analysis using business intelligence or big data and analytical tools can derive value from that data.

Historically, companies have seen service as a cost centre and a necessary evil. Now, Digital Transformation is enabling more organisations to realise the potential that service has as a profit centre. Yet there is considerable variation in maturity across the sector globally. This exclusive white paper by IFS offers key insights into their research of Digital Transformation and how it is being implemented.

Overview:

Service: Leading the Way

Across many industries, manufacturing and products have become commoditised; service is now the differentiator. The winners in the service sector are those able to stand apart through their ability to support a product across its lifecycle, or support a client whose services they manage.

When set against other sectors, service organisations are leading the field in innovation and transformation. It is the only sector in which respondents did not select ‘internal process efficiencies’ as being the key driver for digital transformation. The positive customer experience they offer is expected to allow them to increase margins and increase their customer base. Digital Transformation sits fully behind that growth, as it enables companies to innovate their offering, automate workload and build a picture of a customer’s world based on the data they receive.

 

The top five factors behind digital transformation reflect this potential, with four of the five being sales, innovation and customer relationship-driven. Chief among these is ‘growth opportunities in new markets’. In reality, these growth opportunities are not new but have been expanding for some 20+ years. What is changing is recognition of these opportunities. Many organisations have been slow to recognise service as being a key driver to their overall business success.

A  New Hope:

The service industry is reaching a critical point with its ageing workforce. An enormous level of knowledge, possessed by the veterans and gurus of the industry, is walking out of the door as these workers reach retirement, or are no longer effectively supported by the business. This can have more of an impact in service than anywhere else, as the level and quality of service on offer can be directly impacted by the individual that performs the service.

In developing and recruiting talent, DT has a significant role to play. Intelligent knowledge management systems can enable a six-month recruit to perform those maintenance or repair services that would have previously been the [quote float="right"]Where firms operate a service within a service, such as an elevator in a hotel, it is in the interest of both the hotel operator and the elevator service organisation to create the optimum customer experience, because they share the same end consumer

domain of a 10+ year veteran. Technologies such as augmented reality (in the form of Google Glass or Microsoft HoloLens), can be usedto virtually project onto the physical equipment an animated disassembly procedure for swapping out a part onto the physical equipment.

 

The greatest talent gaps reported by service providers are in the areas of business intelligence (BI) and cybersecurity, with the former particularly keenly felt in North America.

Big data/analytics and BI are crucial in supporting a quantifiable business, and unlike many other industries, service is very easy to measure. Metrics such as first-time fix rate, mean time to repair, mean time between services, and service level agreements are commonplace. It is crucial when marketing a service that the provider is able to cite a percentage level of service and agree that level with customers in their SLA.

Joining Forces:

The need for collaboration is higher in the services sector than in any other, based on the IFS cross-industry research. At a sector-wide level, the delta between desired levels of collaboration and actual levels of collaboration is 2.7 points on a ten-point scale, meaning there is a desire to increase levels of collaboration by 49 per cent.

 

Where firms operate a service within a service, such as an elevator in a hotel, it is in the interest of both the hotel operator and the elevator service organisation to create the optimum customer experience, because they share the same end consumer

 

The demand for close collaboration is not surprising – firms such as Dell have a fully outsourced service provision for their field technicians, which means a considerable source of potential revenue is in the hands of trusted third parties.

 

Where firms operate a service within a service, such as an elevator in a hotel, it is in the interest of both the hotel operator and the elevator service organisation to create the optimum customer experience, because they share the same end consumer, who is jointly judging the product and judging the service.

Given the delta, many firms are clearly still not optimised in their digital transformation and will need to achieve a stronger bond between their partners and their internal teams to realise the full value of servitization.

 

---

 

Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

If you are a field service professional you can apply for a complimentary industry practitioner subscription and we will send you a copy of this white paper along instantly.

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

 

---

Be social and share

 

This week GE unveiled expansions to its suite of edge-to-cloud technologies and industrial applications, designed to help its customers build a complete asset strategy.

These additions to the GE Digital portfolio complement the key software applications that drive industrial productivity and extend these benefits through Predix, the application development platform for the Industrial Internet.

To help industrial companies get the most out of their industrial assets and drive better business outcomes, GE Digital today introduced: Predix Edge technologies to accelerate computing at the edge; the Predix platform combined with Microsoft Azure, the cloud for enterprises; new Operations Performance Management software to bridge productivity from assets to operations; enhanced Field Service Management solutions to improve the customer experience; and new platform tools to simplify industrial app development.

“Industrials that unlock data to master asset productivity will be positioned to lead,” said Bill Ruh, Chief Digital Officer of GE and CEO of GE Digital. “To power digital transformation, industrial organizations must understand every stage of the asset lifecycle. The company that designs, builds, operates, maintains and services industrial assets is best equipped to help others with their Industrial IoT journeys. And only GE offers the combination of industrial apps, underpinned by an industrial platform, to ultimately drive customer outcomes.”

 

Edge-to-Cloud Intelligence on Any Industrial Asset, Anywhere

By 2022, Gartner predicts that 75 percent of enterprise data will be created and processed outside the data center or cloud. The ability to compute and manage this information both at the edge and in the cloud are essential for industrial companies to truly optimise their operations.

To help customers accelerate their edge strategies and make any asset an intelligent asset, GE Digital is expanding its Predix Edge capabilities to help run analytics as close to the source of data as possible. Predix Edge gives customers with limited connectivity, latency limitations, regulatory or other constraints a way to deploy applications closer to the originating data – or at the edge.

Enhancements include:

[unordered_list style="bullet"]

• Predix Edge Manager allows customers to support large fleets of edge devices – up to 200,000 connected devices from a single console.
•  Predix Machine enables microservice-based applications to run at the edge on customers’ virtualized data center infrastructure or on server-class hardware from GE or its partners. This also supports Predix Edge Manager, which was previously available only as a cloud service.
• Predix complex event processing (CEP) allows for faster and more efficient analytics and other event processing at extreme low latency, available at the edge in Q1 2018.[/unordered_list]

These edge solutions can help companies move from intelligent asset management to automation to insights-led machine learning across a distributed system. One example is EdgeLINC, a comprehensive edge-to-cloud solution from GE Transportation integrated with Predix Edge Manager, Predix Machine and Asset Performance Management applications. EdgeLINC enables efficient device management, configuration and streaming analytics even when machines, such as rail assets, are constantly moving in and out of communication.

Predix Platform on Microsoft Azure

GE Digital and Microsoft are bringing together the advanced industrial platform services of Predix with the flexible, enterprise-proven services of Microsoft Azure. Available in North America starting Q4 2017 and expanding globally in 2018, this partnership extends the accessibility of Predix to Microsoft’s global cloud footprint, including data sovereignty, hybrid capabilities and advanced developer and data services, enabling customers around the world to capture intelligence from their industrial assets.

The partnership helps businesses better connect their information technology (IT) systems with their operational technology (OT) by bringing a company’s systems – and data – together in a shared environment. While IT and OT have traditionally existed in silos, Microsoft and GE are bridging this gap and giving industrial customers a way to more easily improve performance, increase operational efficiency and accelerate the shift from automation to intelligence.

 

Advanced Applications to Make the Industrial Internet More Actionable

Understanding how an asset operates and its maintenance needs is critical to mitigating risk and improving productivity. Alongside its Asset Performance Management (APM) software, the core application deriving value from industrial assets, GE Digital introduced a complementary application that improves the operational performance of assets – like pumps, valves and heat exchangers – and drives a comprehensive asset management strategy.

This new Operations Performance Management (OPM) solution helps industrials increase revenue and margins, optimise the throughput of industrial processes and make their sites more profitable. OPM uses real-time and historical data – along with advanced analytics – to help customers make better operational decisions. The solution provides an early warning if industrial processes deviate from plan, arms operators with the information and time to troubleshoot operational issues and helps them take preventative actions to meet business goals.

GE Digital’s OPM software initially targets the mining industry and will expand to additional industries early next year.

The OPM solution has already helped customers achieve significant improvements to revenue and profit including:

[unordered_list style="bullet"]

• A platinum operator increased overall throughput by 10 percent, consistently reaching maximum design capacity and increasing recovery by 1.5 percent.
• A large mining company achieved a 5.5 percent increase in throughput while consuming 2 percent less power
• A gold producer realised a 1.5 percent increase in recovery while reducing equipment-related costs through improved process efficiency.
  [/unordered_list]

Enhanced Field Service Management Solutions

With service technicians looking to embrace technology to improve their productivity and deliver a better experience for customers, ServiceMax from GE Digital, the leading field service management (FSM) solution, announced several enhancements to its FSM suite – enabling even greater efficiencies and bringing advanced analytics to service operations.

Artificial intelligence-enabled predictive service times now integrate the Apache Spark AI engine to improve service time estimates. Additionally, a new application integration solution enables service providers to launch and share FSM data with third-party mobile applications installed on the same device. New capabilities in schedule optimisation allow for dependent job scheduling between work orders for multiple visits aimed at improving first-time fix rates. As part of GE Digital’s FSM portfolio, these new features allow operators to minimise downtime, optimise costs, reduce risk and improve productivity for your services team.

Advanced App and Digital Twin Solutions

GE Digital also introduced Predix Studio to help companies build and scale their own industrial applications and extend its Asset Performance Management (APM) suite, Available in Q1 2018, Predix Studio simplifies the development process by giving customers the ability to extend applications and empower industrial subject matters experts – or citizen developers – to build apps in a low-code, high-productivity environment. A vital demographic, citizen developers comprise controls and reliability engineers, OT operators and line of business users with domain expertise but little or no coding experience. Using a mix of AI and machine learning, Predix Studio automates the heavy lifting of creating Industrial IoT apps – opening app development to an entirely new kind of developer. 

To help customers capitalise on new growth opportunities, GE created the Digital Twin Analytics Workbench, a solution that applies a library of algorithms and templates to make it faster and easier for companies to build their own digital twins on Predix. GE’s experience in managing industrial assets has generated hundreds of millions of hours of machine data and a deep understanding of how machines perform in various conditions. Modelling that physical data into digital twin models allows GE to deliver applications that better predict and improve the performance of physical machines.

 

The Analytics Workbench, currently a technology preview from GE Power, can be used to augment existing digital twins with new data streams. For example, power producers using drones to inspect wind turbine blades, pipelines or fuel reserves can integrate visual inspection data into the digital twins they already use to manage generation assets and grid infrastructure. The Analytics Workbench also helps users implement machine learning capabilities that allow those models to improve themselves over time.

Unveiled as part of GE’s Minds + Machines conference, these solutions from GE Digital are designed to help customers successfully advance their digital industrial transformation journeys while realizing real and immediate benefits to their bottom lines.

 

---

 

Be social and share 

Want to know more? A white paper from ClickSoftware on this topic is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

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

Human error is unavoidable when it comes to pricing, invoicing, and closing out costly jobs. Consider streamlining work order management through automation software. Various tools can provide work estimates to customers, forecast based on previous numbers, and send automated payment or invoicing reminders to all parties involved.

 

Simplify dispatch

Field service personnel managers know how challenging dispatch can be. Keeping track of techs, and job completions are key to a dispatch manager’s daily grind. Dispatch automation and route optimization software can simplify dispatch by delivering real-time route information, tech activity while on-site, and notices when jobs are completed.

3. Predictive Analytics

What is it?

Inventory, service scheduling, and even customer satisfaction can all be predicted. That is of course, if you have access to the right data.

Predictive analytics leverages statistical algorithms, or machine learning techniques to identify the likelihood of future outcomes. In short, it’s all about predicting customer behavior, equipment failures, and field tech performance.

It requires the tracking of historical data, in order to model and project what will happen in the future.

Why does being predictive matter in field service?

Customer’s desires are changing faster than ever. New consumer services like Uber, Airbnb, and Amazon have completely redefined customer expectations. Instant answers, mobile-first frameworks, and complete transparency are now the norm.

Unfortunately, field service has been slow to catch up. Predictive analytics offer field service management professionals an opportunity to get ahead of customer, and service needs through smarter use of data. This promises a path to satisfying more customers, and faster.

Ideas for implementing predictive analytics in field service:

Embrace big data

Every mobile device, customer touchpoint, and piece of equipment can now deliver data. Embrace all of these newfound touch points, and find a means of tracking them in a single software.

Understanding patterns of behaviour across multiple touch points is how you’ll unlock deep customer insights

 

Track select metrics

Having newfound data at your fingertips can be overwhelming. Hone in on the metrics that matter most, and seek to uncover patterns within the data.

Project future performance with machine learning models

Machine learning leverages pattern recognition and artificial intelligence algorithms to predict future trends based on historical data. Preconfigured machine learning models can help you get from data to insights faster.

As an alternative, consider mapping your own data over a set period of time, creating a basic statistical analysis. Then, forecast across customer satisfaction, tech performance, and more

 

---

 

Want to know more? A white paper from ClickSoftware on this topic is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

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

 

---

Be social and share

 

Resource Type: White Paper
Published by:  ClickSoftware
Title: How the Internet of Things is Transforming Field Service

 

---

 

Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

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:

Gartner, Inc. forecasts that 6.4 billion connected “things” will be in use worldwide in 2016, up 30 percent from 2015, and will reach 20.8 billion by 20201. This interconnected world will provide a wealth of new opportunities for service organisations. It allows them to connect equipment with technicians’ mobile devices and the office in real time, enabling a rapid response to service requests and efficient remote diagnostics. Service is set to become increasingly proactive and cost-effective.

Field service lies at the heart of the Internet of Things (IoT) evolution. Advanced field service management (FSM) software can automatically receive messages from devices, and schedule and dispatch professionals, without any human interaction. But the opportunities for IoT go beyond inbound device signals over the internet.

The increase in intelligent service resources, such as drones and autonomous vehicles, offers benefits of machine-to-machine (M2M) communication that promise to transform the service industry.

Overview:

The Internet of Things

As the internet turns 25 years old, its impact continues to transform communications, industries, and lives. The original framework of point-to-point communication via a network of distributed hubs has evolved from email and dovetailed with advances in electrical and industrial engineering in a transformative way. The era of personal computers has evolved, through mobility and the smart phone revolution, to a point where connected devices take all manner of forms from biological implants to wearable fitness trackers.

Signals sent to and from connected devices are spiralling in volume. Big data management techniques, machine learning, artificial intelligence (AI), and cloud storage have come together to deliver insight from this abundance of data. This increases the opportunities for automating decisions and initiating actions without the need for human intervention. The benefits to organisations are numerous.

Remote monitoring applications already save billions in transport and human capital management costs. Add the potential positive impact on customer engagement and its associated business value, and the call to action becomes clear. A complete IoT strategy leads to better and faster decisions throughout the service delivery lifecycle.

Market Definitions

The Internet of Things is having major impact across both industrial and consumer sectors, and many bodies of research focus on these separately. We look at the two areas in this way:

• Industrial IoT (IIoT): IIoT refers to the application of the Internet of Things to the broad manufacturing industry. It’s often used interchangeably with the term “Industry 4.0,” which refers to the major transformational stages of the industrial economy. Examples of IIoT range from monitoring building management systems and power grids, to tracking manufactured goods as they are shipped
• Consumer IoT (CIoT): The Consumer Internet of Things (CIoT) consists of technologies that target the home market and consumer electronics. IDC reports3 that over 8 million US households already use some kind of home automation and control. Typified by remote monitoring capabilities for security, climate control, and remote control of household functions, CIoT also offers promise in areas such as networked home appliances with use cases such as refrigerators that automatically order more milk as needed.

IoT and Field Service

As the definitions around IIoT and CIoT show, there are ramifications for field service in both areas. Products that are being serviced are equally likely to be consumer goods or elements of a manufacturing eco-system in the context of business-to-business field service. The consumer and business areas are also intertwined as IoT adds a strong feedback loop that connects product usage and the associated service requirements to the manufacturing process itself. For example, wear and tear levels in real-world conditions can feed into product development through a network of sensors and influence the manufacturing process accordingly.

CIoT and IIoT are worthwhile segmentations to assess the market at a more granular level. But there are opportunities for innovation in IoT across the field service landscape. Furthermore, areas such as Bring Your Own Device (BYOD) and ghost IT also create fuzzy lines between consumers individually and as part of an enterprise. The opportunity for field service is broad and not constrained to any sub-segment of the market.

Reactive vs Predictive

The increasing intelligence of devices and the hardware layer also impact the approach to service associated with the device. While unsophisticated devices can signal a need for service in the event of a system failure, the richer data from intelligent sensors enable a shift from reactive to proactive service. For example, indicators of failure enable long range service maintenance planning so devices can be kept running continuously and efficiently with an optimised cost profile.

From a resource optimisation perspective, this is of course preferable to responding, at high cost, to a sudden failure.

This point brings up a significant differentiator in IoT-based field service. In addition to developing machine learning models to learn more about the service chain, leading field service organisations excel at optimisation in the context of organisational business goals. This optimisation is important regardless of the sophistication of the information the sensors generate in the network. Even in a simple example, with a service requirement to address a non-functioning device, organisations with optimisation solutions can automatically schedule that service to ensure the appropriate balance of metrics, such as SLA compliance and field service professional overtime. And, with additional sophistication in the IoT sensor data to support more proactive use cases, this schedule optimisation is just as important to business success.

 

To unlock the potential of speed and automation, decision criteria must be determined and incorporated into a system flexible enough to handle the variety of data inputs and scenarios. Top field service software providers can offer a scheduling solution that incorporates countless data elements into the scheduling algorithm.

The full intelligence provided by the IoT network determines the appropriate service schedule for a device, including inspection, preventive maintenance, and repair. If required, it’s possible to incorporate a review of these IoT-generated telematics by a field service professional for additional human oversight.

 

---

 

Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

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

 

---

 

Be social and share

Ericsson and MTS, the largest telecommunications operator in Russia, have agreed to upgrade the network of MTS. Ericsson will deliver the newest software features that will be continuously developed during the next three years.

The scope of the agreement also includes 5G-ready radio hardware, Ericsson Radio Systems and core network with the latest Ericsson Mobile Softswitch Solution (MSS), as well as User Data Consolidation (UDC), providing consolidation of user data for all network functions.

These solutions will upgrade the mobile networks for 2G, 3G and 4G. In addition, MTS will prepare the network for 5G with Ericsson software for Massive IoT solutions, including NB-IoT and Cat-M1 technologies. This enables a wide range of IoT use-cases including metering and sensor applications.

The agreement fully supports MTS’s strategy of preparing the network with 5G and IoT-ready hardware to enable a fast commercialization of these technologies. The deployment starts Q4 2017 and total value of the contract is expected to exceed EUR 400 million.

Andrey Ushatsky, MTS Chief Technology Officer, says: “In April 2017, in Moscow our companies demonstrated 5G technology with peak data rates up to 25 Gbit/sec. Now we have reached an agreement with Ericsson, which will supply MTS new equipment enabling our network to deploy first solutions based on 5G technologies starting 2020. After upgrade, MTS network will provide higher data rates, increased capacity and low latency. These characteristics are critical for IoT and digital services that we are starting to implement today".

 

According to latest edition of Ericsson Mobility Report, many operators will deploy 5G commercially from 2020, in line with the time plan for 5G standardization. In 2022, the number of 5G subscriptions is forecast to reach more than 500 million. The adoption rate of 5G mobile broadband is expected to be similar to that of LTE, and rollout will commence in major metropolitan areas, reaching around 15 percent population coverage by 2022. 5G will enable a wide range of use cases for massive IoT and critical IoT.

Arun Bansal, Head of Ericsson in Europe and Latin America, says: “Early deployment of IoT and 5G technologies positions Russia as an early adopter of the most advanced ICT solutions. Ericsson supports MTS in the company’s goals to meet growing capacity needs and be ready for huge opportunities that will come with 5G and IoT. 5G will be a major technology in booming industrial digitalization, creating and enhancing industry digitalization use cases such as immersive gaming, autonomous driving, remote robotic surgery, and augmented-reality support in maintenance and repair situations.”

This announcement represents a milestone in the large-scale commercialization of IoT and 5G technologies in Russia. It follows the agreement of an extensive 5G Memorandum of Understanding signed by MTS and Ericsson in December 2015.

To further demonstrate the capabilities of 5G and IoT technologies, the two companies will roll out 5G demo zones during FIFA 2018 World Cup in Russia.

 

---

 

Be social and share