Helps reduce development time of custom apps from months to weeks or days and effectively manages digital transformation projects...
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Mar 24, 2020 • News • Panasonic • rugged • tablets
Helps reduce development time of custom apps from months to weeks or days and effectively manages digital transformation projects...
Panasonic has announced TOUGHBOOK Omnia, powered by MCL, a complete end-to-end mobile enterprise software solution for Panasonic TOUGHBOOK customers. The professional service helps businesses reduce time to market for custom line-of-business software applications and helps to effectively deliver digital transformation projects. It offers consultation, hardware, software, integration and support to deliver immediate visible productivity improvements across the mobile workforce.
“Managing software applications across multiple platforms and operating systems can be complex,” explains Jon Tucker, General Manager Solutions and Engineering for Panasonic TOUGHBOOK Europe. “Traditionally organisations manage a diverse range of mobile IT devices, form factors and operating systems, operating a very siloed approach. Ensuring everything is integrated and kept up to date across all hardware and software platforms can be costly and time-consuming.”
“TOUGHBOOK Omnia is a cost-effective, end-to-end software solution approach from Panasonic, that can future-proof and greatly speed-up custom application development and maintenance cycles for mobile business operations.”
Jul 16, 2019 • Features • Management • health and safety • tablets • Rugged Mobile Device
Slick, fast and easy to carry smart devices have undoubtedly enhanced an engineer’s approach to call-outs. Yet, research and guidance into the ergonomic risks remain thin on the ground. Mark Glover investigates whether a revolution in mobility...
Slick, fast and easy to carry smart devices have undoubtedly enhanced an engineer’s approach to call-outs. Yet, research and guidance into the ergonomic risks remain thin on the ground. Mark Glover investigates whether a revolution in mobility could have a long-term negative impact...
Digital devices have over the years become more portable. For service technicians this improvement in usability has undoubtedly improved the way in which they work. However, the industry’s swift adoption of these devices has perhaps been too rapid, meaning health and safety guidance is yet to catch-up with the potential ergonomic risks that smartphone and tablet use carries.
I’ve written articles in these pages (and in our recent edition of The Handy Little Book) on health and safety, referencing the potential impact on a lone worker’s wellbeing, given that their work is carried out mostly in isolation. However, another area of the broad H&S spectrum that lone workers or field service engineers are vulnerable too is musculo-skeletal dis-orders (MSDs).
Defined by the UK Health and Safety Executive (HSE) as “any injury, damage or dis-order of the joints or other tissues in the upper/lower limbs or the back", MSDs, according to a study carried out by HSE for the period 2017/2018, shows 469,000 workers are suffering with cases of work-related MSDs, which includes long and short-term conditions. The knock-on result on productivity is 6.6 million working days lost as a result of the condition, the same research reveals.
The study does not uncover the extent to which lone or mobile workers suffer, although the top three industries where workers are most affected include fishing, forestry, agriculture (grouped together), construction and then transportation and storage (also grouped) will arguably include a section of field-based lone workers. The condition is also common for office-based workers who are vulnerable to neck or back issues, brought on by incorrect posture while using computer equipment at a desk.
It shouldn’t be ignored however, that while field service engineers are desk-free, incorrect ergonomic use of tablets and phones – the tool of the trade for most lone workers – carries its own ergonomic risk.
But with rugged tablet and laptop devices now a ubiquitous part of an engineer’s kit why hasn’t there been more attention on their dangers? It’s useful to look more generally at society’s relationship with smartphones and tablets, which are now commonplace in people’s lives.
It is estimated that five billion people in the world own a mobile device, of which, half of these are smartphones. Indeed, the rate at which we’ve adopted them is staggering which is primarily down to their relative ease of use and in-turn part of the reason why they have found their way into engineers and technicians hands who require rugged devices that perform but also offer a practicality. However, it’s this natural uptake both in public and the workplace that, according to one expert, is enabling risks around their ergonomic use to go unnoticed.
Ed Milnes is Founder and Director of Guildford Ergonomics a consultancy firm in the UK that specialises in ergonomics and human factors in the workplace and has contributed guidance and research into the risks of smartphone and tablet use.
“I think there’s a psychological element to it,” he tells me over Skype. “It’s as if it hasn’t come onto people’s radars because we use these devices so much in our everyday lives anyway. We accept them as something that – because they’re always around – they must be safe that there can’t be any inherent risks with them. When you use them day in and day out, almost every day, it does become more of an issue.”
"It is estimated that five billion people in the world own a mobile device..."
MSD risks are linked to exposure and how long how and how often is spent on activities. In the case of service engineers this does oscilate in line with the complexity and length of a job but as technology advances – with AR soon to play a major role – then engineers will be looking at their tablets and then moving their vision and neck towards the asset and then back to the tablet.
It will, inevitably, place stress on the back and shoulder and other areas.
However, it’s the neck region, Ed tells me, that is most vulnerable to pain when using these types of devices. “The one area that does stand out, where we’re clear that there is an issue is in the neck area and the development of neck pain,” he says. “This is the absolute number one area when it comes to these devices.”
He acknowledges though, given the nature of lone workers, it is difficult to collaborate and collect insightful data. “A lot of the data on discomfort is basically self-reported data, so it’s very subjective. For example, how long people are using the devices for and how often they’re using them. It’s based on people estimating how long they’ve spent on them and very often you get people underestimating.”
Research ambiguity can in part be attributed to the lack of guidance that exists on the topic. HSE who inform legislation around health and safety in the UK, seem to have been caught napping when it comes to specific guidance on smartphone and tablet use. Their L26 guidance document, which advises on Display Screen Equipment was published in 1992 and updated in 1998 but fails to incorporate the mobility trend. “It [the L26] did its best to anticipate the development of things,” Ed sympathises, “but there is no official formal kind of guidance. It’s a real difficulty because you not only have that lack of regulatory clout behind doing anything. But it’s also about the physical aspect. People by the very nature of the work they are doing, are out and about, so they’re not under anyone’s eye.”
Back then to those office workers who receive regular risk-assessments around their display screen equipment (computer, chair etc.). For their mobile colleagues it’s perhaps unreasonable to expect a health and safety manager to attend each engineer’s call-out to ensure they are using a tablet correctly.
Ed does suggest however that companies and management need to incorporate more of a broad-based assessment and take more of an active role in the process, particularly around training, acknowledging the type of work they conduct. “It’s also about the physical aspect,” he explains. “People by the very nature of the work they are doing, are out and about, so they’re not under anyone’s eye. There has to be an understanding on the part of the company, including the health and safety manager who can potentially envisage the workers are going to face and put controls in place; putting devices in place that they can refer to to help them use their own mobile devices more safely.”
“The big thing really is training,” he continues, “which I know is right down the bottom of the hierarchy of control, but ultimately, it’s what you’re left with when everything else doesn’t really stack up as a solution.”
As devices continue to evolve more emphasis will need to be placed on their correct handling. A solution is undoubtedly required which should be driven by concrete guidance.
For now though, employers need to recognise the ergonomic risks associated with the hardware as continued incorrect use could spell greater difficulties for workers’ health later on.
Digital devices have over the years become more portable. For service technicians this improvement in usability has undoubtedly improved the way in which they work. However, the industry’s swift adoption of these devices has perhaps been too rapid, meaning health and safety guidance is yet to catch-up with the potential ergonomic risks that smartphone and tablet use carries.
I’ve written articles in these pages (and in our recent edition of The Handy Little Book) on health and safety, referencing the potential impact on a lone worker’s wellbeing, given that their work is carried out mostly in isolation. However, another area of the broad H&S spectrum that lone workers or field service engineers are vulnerable too is musculo-skeletal dis-orders (MSDs).
Defined by the UK Health and Safety Executive (HSE) as “any injury, damage or dis-order of the joints or other tissues in the upper/lower limbs or the back", MSDs, according to a study carried out by HSE for the period 2017/2018, shows 469,000 workers are suffering with cases of work-related MSDs, which includes long and short-term conditions. The knock-on result on productivity is 6.6 million working days lost as a result of the condition, the same research reveals.
The study does not uncover the extent to which lone or mobile workers suffer, although the top three industries where workers are most affected include fishing, forestry, agriculture (grouped together), construction and then transportation and storage (also grouped) will arguably include a section of field-based lone workers. The condition is also common for office-based workers who are vulnerable to neck or back issues, brought on by incorrect posture while using computer equipment at a desk.
It shouldn’t be ignored however, that while field service engineers are desk-free, incorrect ergonomic use of tablets and phones – the tool of the trade for most lone workers – carries its own ergonomic risk.
But with rugged tablet and laptop devices now a ubiquitous part of an engineer’s kit why hasn’t there been more attention on their dangers? It’s useful to look more generally at society’s relationship with smartphones and tablets, which are now commonplace in people’s lives.
It is estimated that five billion people in the world own a mobile device, of which, half of these are smartphones. Indeed, the rate at which we’ve adopted them is staggering which is primarily down to their relative ease of use and in-turn part of the reason why they have found their way into engineers and technicians hands who require rugged devices that perform but also offer a practicality. However, it’s this natural uptake both in public and the workplace that, according to one expert, is enabling risks around their ergonomic use to go unnoticed.
Ed Milnes is Founder and Director of Guildford Ergonomics a consultancy firm in the UK that specialises in ergonomics and human factors in the workplace and has contributed guidance and research into the risks of smartphone and tablet use.
“I think there’s a psychological element to it,” he tells me over Skype. “It’s as if it hasn’t come onto people’s radars because we use these devices so much in our everyday lives anyway. We accept them as something that – because they’re always around – they must be safe that there can’t be any inherent risks with them. When you use them day in and day out, almost every day, it does become more of an issue.”
"It is estimated that five billion people in the world own a mobile device..."
MSD risks are linked to exposure and how long how and how often is spent on activities. In the case of service engineers this does oscilate in line with the complexity and length of a job but as technology advances – with AR soon to play a major role – then engineers will be looking at their tablets and then moving their vision and neck towards the asset and then back to the tablet.
It will, inevitably, place stress on the back and shoulder and other areas.
However, it’s the neck region, Ed tells me, that is most vulnerable to pain when using these types of devices. “The one area that does stand out, where we’re clear that there is an issue is in the neck area and the development of neck pain,” he says. “This is the absolute number one area when it comes to these devices.”
He acknowledges though, given the nature of lone workers, it is difficult to collaborate and collect insightful data. “A lot of the data on discomfort is basically self-reported data, so it’s very subjective. For example, how long people are using the devices for and how often they’re using them. It’s based on people estimating how long they’ve spent on them and very often you get people underestimating.”
Research ambiguity can in part be attributed to the lack of guidance that exists on the topic. HSE who inform legislation around health and safety in the UK, seem to have been caught napping when it comes to specific guidance on smartphone and tablet use. Their L26 guidance document, which advises on Display Screen Equipment was published in 1992 and updated in 1998 but fails to incorporate the mobility trend. “It [the L26] did its best to anticipate the development of things,” Ed sympathises, “but there is no official formal kind of guidance. It’s a real difficulty because you not only have that lack of regulatory clout behind doing anything. But it’s also about the physical aspect. People by the very nature of the work they are doing, are out and about, so they’re not under anyone’s eye.”
Back then to those office workers who receive regular risk-assessments around their display screen equipment (computer, chair etc.). For their mobile colleagues it’s perhaps unreasonable to expect a health and safety manager to attend each engineer’s call-out to ensure they are using a tablet correctly.
Ed does suggest however that companies and management need to incorporate more of a broad-based assessment and take more of an active role in the process, particularly around training, acknowledging the type of work they conduct. “It’s also about the physical aspect,” he explains. “People by the very nature of the work they are doing, are out and about, so they’re not under anyone’s eye. There has to be an understanding on the part of the company, including the health and safety manager who can potentially envisage the workers are going to face and put controls in place; putting devices in place that they can refer to to help them use their own mobile devices more safely.”
“The big thing really is training,” he continues, “which I know is right down the bottom of the hierarchy of control, but ultimately, it’s what you’re left with when everything else doesn’t really stack up as a solution.”
As devices continue to evolve more emphasis will need to be placed on their correct handling. A solution is undoubtedly required which should be driven by concrete guidance.
For now though, employers need to recognise the ergonomic risks associated with the hardware as continued incorrect use could spell greater difficulties for workers’ health later on.
Mar 15, 2019 • News • Android • Augmented Reality • Mobility • Smart Glasses • smartphones • Software • tablets • Microsoft HoloLens
Firm's AR software will now work across smartphone and tablets, complimenting its smart glasses functionality.
Firm's AR software will now work across smartphone and tablets, complimenting its smart glasses functionality.
Upskill, the Augmented Reality software provider, has added mobile functionality to its AR platform, which includes smart glasses and Microsoft HoloLens.
Aimed at the industrial workforce, the software encourages collaboration through live videos and insight capture while workers carry out tasks.
Brian Ballard, Upskill CEO and co-founder said: “With the latest enhancements to Skylight, it makes critical data, peer collaboration and the unique fidelity provided by augmented reality even more accessible. Skylight accelerates organizations along their digital transformation journey, regardless of where they are today.”
Jul 25, 2017 • Hardware • News • Xplore • XSLATE R12 • hardware • rugged • tablets
Xplore Technologies Corp. and Intel Corporation have announced that the fastest rugged tablet available today, the Windows®-powered XSLATE R12, is gaining another significant boost in speed, power and storage capacity as Xplore becomes the first...
Xplore Technologies Corp. and Intel Corporation have announced that the fastest rugged tablet available today, the Windows®-powered XSLATE R12, is gaining another significant boost in speed, power and storage capacity as Xplore becomes the first rugged tablet manufacturer to integrate Intel® PCIe Solid State Drives (SSD) into its portfolio.
The performance-accelerating Intel PCIe SSDs are now shipping as a standard feature on all XSLATE R12 Intel Core® Series i7 models, including a new 1TB configuration option. The new drives deliver over 2X improvement in disk performance, and when combined with the i7 vPro processor, a 48% improvement in overall system performance*.
The new drives deliver over 2X improvement in disk performance, and when combined with the i7 vPro processor, a 48% improvement in overall system performance
Some of the mobile workers who will immediately benefit from the Intel PCIe SSD-equipped XSLATE R12 include those who:
- Opt not to store data in the cloud, either due to security concerns or application design, and instead need to store locally on the rugged tablet;
- Frequently rely on data- and graphics-intensive applications, such as those used to generate 3D CAD drawings or GIS location intelligence; or
- Have historically been forced to delete files to make room for the large amount of inspection, investigation or quality control photos and videos captured in a day’s work.
“The Xplore XSLATE R12 with an Intel Core i7-7600U processor and an Intel 600p Series PCIe-based SSD is, by far, the fastest rugged tablet we have ever tested,” noted Conrad H. Blickenstorfer, editor, RuggedPCReview.com. “It's amazing how Xplore's proactive adoption of leading edge technology is boosting rugged tablet performance to levels thought impossible just a short time ago."
*According to Passmark testing conducted in July 2017.
Check out our own Hands On Review of the XSLATE R12 here
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May 16, 2017 • Hardware • News • hardware • rugged • RuggON • tablets
RuggON Corporation, a leader in the design and manufacturing of ruggedized computing products, recently launched a new rugged in-vehicle terminal, the VX-601, which provides superb visibility from a large, bright, sunlight-readable touchscreen...
RuggON Corporation, a leader in the design and manufacturing of ruggedized computing products, recently launched a new rugged in-vehicle terminal, the VX-601, which provides superb visibility from a large, bright, sunlight-readable touchscreen display; great durability; seamless connectivity and communications; as well as smart power management.
The VX-601 is suitable for challenging environments and diverse applications such as intralogistics, cold chain logistics, waste management, mining, harbour freight handling, agriculture and construction. The VX-601 is a full-featured industry-standard computer, based around a powerful Intel® Core™ i5-6300U 2.4 GHz CPU, with up to 8GB of memory, an 80mm M.2 SSD for storage, and internal mini-PCIe slots for expansion.
User friendly in-vehicle terminal
The VX-601 saves time and increases productivity with its outstanding user interface design. The ultra-bright 1200 nits display dims automatically in low light to save power and prevent eyestrain. Even in direct sunlight, a special anti-reflection layer is available to help keep the screen readable. Dedicated user-programmable function keys around the touchscreen provide instant access to important operations, including brightness and volume. A tough projected capacitive touchscreen (PCT) option is available for improved gloved operation.
Based on extensive experience with real-world applications, RuggON has developed the user-friendly DashON interface. With DashON users can easily monitor or adjust numerous important settings and features. RuggON also provides a complete SDK, allowing users to quickly develop their own applications.
Tough enough for any task
RuggON specialises in rugged design, and the VX-601 is built from the ground up for durability and reliability, with IP66 (IEC 60529), MIL-STD-810G and IEC 60721-3-5 Class 5M3 compliance. Waterproofed external connectors are available. Operating temperature range is -30°C to 55°C – with an optional defroster/defogger to keep the screen readable. Together, these features ensure the VX-601 will always be ready for action, in any environment, indoors or outdoors.
The VX-601 accepts a wide power input range, from 9 to 60 VDC, for compatibility with almost any vehicular electrical system. The built-in rechargeable 4500mAh battery pack not only acts as an uninterruptible power supply (UPS) during brief power outages, but provides 1.5 hours of working time for mobile use, or when an external power source is not available. Smart power management features include ignition sense support to prevent glitches caused by voltage transients. The power connector features any easy relea5se hand-rotatable mechanism to prevent accidental power cable detachment.
The in-vehicle terminal that’s designed for connectivity and expansion
This terminal provides an almost unlimited array of options for connecting to the world and other devices, and includes full GNSS support. Wireless communications are provided by 802.11ac WiFi at both 2.4GHz and 5GHz, High Speed Bluetooth and Bluetooth Low Energy (BLE). Wireless wide area network (WWAN) support is also available. Wired connectivity options include Gigabit LAN, as well as extensive I/O features for field operations, such as powered RS-232 plus a separate RS-232/422/485 socket, GPIO and CAN bus (SAE J1939 / OBD II support), and optional four channel video input.
Based on popular industry-standard hardware for ease of expansion and maximum hardware and software compatibility, the VX-601 supports Windows 10 IoT. RuggON offers a diverse range of accessories and peripherals to suit any application.
Read more about the RuggON VX-601 – the ultimate in tough, reliable in-vehicle terminal computers – as well as VX-601 accessories, and other products from RuggON, the rugged computer specialists, here: http://www.ruggon.com/
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Mar 31, 2015 • Features • Hardware • Advanced Field Service • laptops • pdas • research • Research • hardware • smartphones • tablets
Field Service News is currently undertaking a research project into what types of mobility tool are being used by field service companies. What types of hardware and software are being used? How are companies selecting the right solution for their...
Field Service News is currently undertaking a research project into what types of mobility tool are being used by field service companies. What types of hardware and software are being used? How are companies selecting the right solution for their engineers? What feedback are their engineers giving them and what benefits are being delivered through digital mobility solutions?
The survey is coming to a close at the end of this week so if you want to make your voice heard and enter the survey now by clicking this link. All respondents will get a full copy of an exclusive white paper based on the findings of this research and also thanks to our sponsors Advanced Field Service we are also offering three x £50 Amazon vouchers for those who opt to enter our prize draw.
Types of devices being used in the field
It is perhaps no surprise by now that most companies are using some form of digital device. We have been going through a digital revolution across the last decade and no industry has felt the impact of this change as keenly as field service.
Indeed out in the wider world of industry the emergence of Enterprise Mobility as a definable, and eminently sizeable industry that will ultimately dwarf the size of the field technology sector considerably, has now firmly taken root.
The field service industry, which has more complex needs than it’s younger cousin of Enterprise Mobility, is also a far more mature market in general.
In fact our research indicates that the majority of companies are using a mix of differing digital devices, with 50% stating this is the case. This would make sense as many field service organisations are now in their second, third or even fourth generation of digital device being rolled out to their field engineers.
However, when it comes to those companies that have rolled out just one device to their mobile workforce the results so far certainly raised a few surprises. Perhaps the biggest of this is that despite the high profile increase in tablet computing, of those companies responding to our survey so far only 4% are using tablets exclusively.
This is only fractionally greater than those companies using PDAs exclusively which was just 3%. However, if we think that PDAs were the dominant mobile device in the not so distant past it is interesting to see such a dramatic decline as these devices essentially become faded out to obselition.
Of course the natural successor to PDAs is the smart phone and the number of companies relying on smart phones only as their field service engineers' working tool was a relatively sizeable 14%.
The most frequently provided tool in isolation remains the laptop with 32% of companies providing only these to their field engineers.
Of course as alluded to above, many companies are using multiple devices, and it is highly likely that these companies are using more modern devices (i.e. smartphones and laptops) so this should also be taken into account in assesing the most common devices being used, however the trends of declining PDA use and increasing smartphone use certainly align with other industry reports.
The last few days of pen and paper
There are of course in any industry sector laggards that remain behind the industry trends. However, when it comes to the application of mobile technology amongst field engineers this group (i.e. those using no digital medium) now stands at just 3%.
Not only the is the group now just a very small minority but our research also indicated it is set to completley dissapear within the next tweleve months.
Of those companies still manual systems 100% of the respondents admitted that they felt they were at a disadvantage
In fact of those companies still using pen and paper 100% of the respondents admitted that they felt they were at a disadvantage, with 50% stating that they felt that disadvantage was significantly impacting their ability to remain competitive.
What about you?
How does this tally with your own situation? Let us know by taking five minutes to help us with this research by completing our online survey here.
And if you would like to know more about the findings of this research, which also looks at the types of software being used in the field, whether BYOD is taking hold, rugged vs. consumer technology and what types of decisions are being made in selecting the right digital mobile solution - then remember every respondent will receive copy of an exclusive white paper reporting these findings. PLUS you could also win of three fifty pound prizes!
The survey closes on 2/4/15 at 23:59 GMT so complete the survey now to make sure you get your copy of the white paper and a chance to win.
this research is sponsored by:
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Jan 25, 2015 • Hardware • News • Xplore • hardware • rugged • tablets
Xplore Technologies a manufacturer of powerful, longest-lasting, ultra and fully-rugged tablets, recently announced it has secured a $2 million (US) order for its XC6 DMSR ultra-rugged Windows tablets from a company providing infrastructure services...
Xplore Technologies a manufacturer of powerful, longest-lasting, ultra and fully-rugged tablets, recently announced it has secured a $2 million (US) order for its XC6 DMSR ultra-rugged Windows tablets from a company providing infrastructure services to utility and telecommunication companies. This newest order expands on a relationship with the company that began in 2008, when Xplore technology was initially deployed.
“Our customer has a mobile workforce of more than 1,300 employees and having a ruggedized tablet solution to meet their needs in rugged field conditions is critical to their responsiveness and productivity,” said Philip S. Sassower, chairman and CEO of Xplore.
Our customer has a mobile workforce of more than 1,300 employees and having a ruggedized tablet solution to meet their needs in rugged field conditions is critical to their responsiveness and productivity
The XC6 DMSR is the most rugged Windows® tablet on the market and is ideal for industrial and outdoor environments.
Powered by a 4th generation Intel® Core™ i5 processor, the high-performance rugged tablet features a direct sunlight readable display, as well as an innovative resistive, multi-touch interface to make running your toughest applications easier than ever--no matter how extreme the environment.
“We have a very positive and long standing relationship with this customer, and we are very excited they have decided to expand and upgrade their mobile technology infrastructure utilizing Xplore rugged tablets,” said Mark Holleran, president and COO.
“We are confident our XC6 DMSR will meet all their mobility needs with the industry’s leading processing power, ruggedization and security features they require for their expanding field workforce.”
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Nov 06, 2014 • Features • Hardware • Michael Blumberg • hardware • tablets
President and CEO of the Blumberg Group, Michael Blumberg, takes a detailed look at the tablet repair market...
President and CEO of the Blumberg Group, Michael Blumberg, takes a detailed look at the tablet repair market...
Adoption of tablet computers among consumer and enterprise customers is growing at an incredible rate across the globe. Though the concept of tablet computing was introduced unsuccessfully in the early 2000s with the Microsoft Tablet Computer, the launch of the original iPad in 2010 ushered in the boom era in which we’re currently living. Computer industry giants and young upstarts alike design and sell tablets in an ever-increasing variety of shapes and sizes, with features ranging from basic touchscreen functionality to complex integrated networks of sensors and input/output options, and at a wide variety of prices.
Issues involved range from front-line customer support challenges, to costly testing, screening processes to the geographic distribution of quality repair facilities.
In a new market research study of OEMs, Retailers and Wireless Carriers in the tablet repair market; respondents highlighted key factors in selecting a tablet repair vendor. In this feature we discuss how the booming tablet market makes choosing a 3rd Party Reverse Logistics vendor critical to increasing associated forward and reverse logistics velocities and cost efficiencies, which ultimately affect the bottom line.
We emphasise the market and benefit of “optimised” screening and cleaning for retailers and wireless carriers (with generous customer returns policies), as well as the manner by which functional testing can augment the speed and quality of the return, repair, and/or replacement, of tablets. Additionally, we describe the characteristics of the ideal tablet 3rd Party Service Provider (3PSP) and the business benefits with this approach. Finally, we take a look at the multi-tablet testing system, global facilities and IT infrastructure of one particular vendor, CTDI, illustrates some of these concepts. New Developments in Tablet Computer Repair
The tablet computer market
The Tablet Computer market is young, already large, and very much still growing. Even in North America, which leads the world in early adoption of tablets, the market is far from saturated. Tablet computer shipments in North America will have nearly doubled between 2012 and 2014, to almost 120 million units shipped this year. North American Tablet Installed Base is on a similar trajectory, doubling from 104 million in ’12 to a projected 220 million this year. Continued rapid growth is projected over the next several years, as well, with the installed base projected to double again to more than 320 million units in 2017.
We can trace this exponential growth to a number of trends in the consumer and enterprise spaces, including the continued evolution of both technology and usage habits away from desktop machines and towards mobile devices. As tablets become cheaper, better and faster, users are replacing ageing PCs with sleek new slates. This trend is now commonly referred to as the dawning of the “Post-PC era.” New Developments in Tablet Computer Repair
This trend is now commonly referred to as the dawning of the “Post-PC era.” New Developments in Tablet Computer Repair
Current support models
Organisations involved in the tablet support market are first and foremost affected by the high return rate currently associated with retail sales. Generous return policies often allow buyers 15-30 days to return a tablet even after opening the box and using the device. As such, buyers’ remorse has become a significant cause of return. Often times tablets returned due to buyers’ remorse exhibit little or no defects - however small - but become liabilities due to insufficient reverse logistics supply chains. This is because these units still need to be processed so that the seller (i.e., retailer, carrier, OEM) recovers maximum value.
Another problem with the current tablet support market is a lack of front-end screening and diagnostics to resolve end-users technical issues and challenges with the devices. Sufficient telephone-based or remote screening of tablet problems would greatly reduce the number of units returned through the reverse logistics supply chain, often as easily as walking the end-user through some simple knowledge-acquisition to “fix” their device problems. Similarly, not enough troubleshooting occurs post-return, before the units are shipped back to the manufacturers or their authorised repair providers. Roughly, consumers return 5% to 10% of all new tablets sold in North America, with retailers usually sending those units directly back to the manufacturers without screening or diagnosing the units themselves.
Of these returns, some 30 to 40% are classified No Fault Found (NFF), and another 40% are Cosmetic Repair. The remaining 20% or so suffer from cracked screen and broken board issues that require more costly repairs. However, the repair yield on defective units is typically in the range of 50% to 60%.
For some OEMs, this cost is too great, and results in selling the defective components for scrap value. In other words, more than three-quarters of returned tablets are either fully functional or in need of only minor, topical fixes before being repackaged and placed back in finished goods inventory. But almost all of these units are immediately sent back to a 3PSP where they are screened, tested, cleaned, refurbished, repackaged and then resold. Even when it comes to devices covered under warranty, consumers send their defective devices through the same reverse logistics supply chain in exchange for a new, replacement device. These activities, especially those related to testing & screening, have inherent challenges. For the most part, they are largely an inefficient, in terms of both cost and time as they are often extremely labor intensive and may not take advantage of advanced technology for automating the process.
Furthermore, the time spent transporting tablets to and from centralised return and facilities adds to the overall inefficiencies when processing returned units.
The optimal solutions is to move towards a regionalised reverse logistics model with several facilities located strategically throughout a region (e.g., North America, Europe, etc.) for screen, clean, and repair. This offers the shortest time between out-of-service tablets and those either returned and in use again; remarketed as is; utilised for maintenance replacement; sold as a refurbished unit or for reclamation, etc. Very few vendors operate multiple facilities across the world, let alone high volume regions like North America. As such, the screening and repair process suffers from reverse logistics inefficiencies based largely on too many devices having to travel too far for problems that could be solved locally.
New Developments in Tablet Computer Repair
Volume of tablet returns is expected to rise over the next several years. In turn, the volume of devices needing test, screen, and repair activities will also increase. For 2013, tablet returns in North America were estimated between 7.6-14.3 million units. By 2015 the volume of returns could rise as high as 20 million units. Those numbers will continue to increase in the near-term following 2015. New Developments in Tablet Computer Repair
Alternative solutions pros & cons
Clearly the tablet repair market operates inefficiently. As things stand now, everyone loses: retailers, manufacturers, service providers and consumers alike. A variety of alternative solutions to the current methodology offer benefits, but these are not without their downsides as well.
Improved front-end diagnostics is the first line of defence that could aid efficiencies. Diagnosing the problem with a tablet before its returned by the consumer - and subsequently returned to the manufacturer by the retailer - would significantly reduce the number of devices needlessly returned, tested, and repaired. The problem here lies with both retailers’ and consumers’ attitudes towards adding a layer of remote support. Many retailers currently offer a “No Questions Asked” return period of 15-30 days on tablet computers. Consumers like this policy because it gives them the chance to try a new device in their real life workflow with the safety net of getting their money back should buyers’ remorse set in. Retailers, of course, are reluctant to do anything that might drive their customers away to a competitor.
This undoubtedly includes revoking existing policies. Moreover, adding a layer of remote diagnostic support will introduce an additional cost to retailers’ tablet sales operations. Even when it comes to in-warranty repairs, manufacturers are more likely to issue an advanced exchange unit then attempt to diagnose the problem remotely. The defective unit is then sent back through the reverse logistics supply chain and added to the costs and liability associated with warranty support.
As suggested earlier, a second way to improve reverse logistics efficiencies is to move the return & repair facilities closer to the customer/retailer through a regional service model. Many 3PSPs currently offer only one, centralised US-based repair facilities. This practice directly contributes to inefficiencies in the reverse logistics supply chain - i.e. Increase time and fuel costs associated with shipping tablets great distances for testing and screening work, and then possibly on to other facilities for refurbishment and liquidation. Performing critical reverse logistic functions in strategically located facilities throughout the United States would cut transit time, resulting in increased velocity associated with turning distressed inventory from a liability into an asset. Of course, the downside associated with this solution is cost. Opening additional facilities on American soil, if ones do not exist already, is costly, both on its own and as compared to running offshore operations.
More effective device testing and screening prior to repair is a potentially viable alternative solution. Various methods of testing exist and, again, each carries with it pros and cons: New Developments in Tablet Computer Repair
MANUAL TESTING:
Inexpensive and fast to implement but subject to human error and costly in the long run.
DIAGNOSTICS TESTING:
Automated but reliant on device/API/OS-specific software wrappers. New tests may need to be created with new releases of a device, an API or OS.
BOARD LEVEL TESTING:
Testing the devices in developer or engineering boot mode. This process can be automated. The problem is that it does not address the problems with the device from an end-user perspective and, as such, real-world functionality problems may be missed.
OPEN UNIT TESTING:
The device’s screen and cover need to be removed in order to test the board on a bed of nails. This breaks the integrity of the tablet’s seal and adds time to the process, resulting in increased cost.
EMBEDDED DIAGNOSTIC TEST:
This type of testing can query the hardware, but not stress its functionality.
AUTOMATED TEST EQUIPMENT (ATE) OR “BED OF NAILS” TESTING:
This type of testing, leveraging the investments the OEM or their contract manufacturers make in end-of-line manufacturing testing, is costly, difficult to duplicate and locate regionally, and may require considerable labor in terms of the finished product and the multiple stages of testing implemented. It is also generally slower, due to it being an end-of-line test, and geared for manufacturing facilities, not repair facilities. Furthermore, Bed of Nails tests the connectivity between components as opposed to their functionality.
As evidenced, current test methods for tablets possess significant shortcomings, though testing on the whole unit does offer efficiency improvement over the “just send it back” handling of returned tablets. New Developments in Tablet Computer Repair
LIQUIDATION IS ANOTHER OPTION.
Liquidating returned tablets for their asset recovery value may seem like the most expedient approach for extracting value out of returned devices. However, it is a money-losing proposition in the long run given the high rate of NFF and cosmetic repairs, combined with the increasing volumes in the industry. Furthermore, it does not address issues associated with defective or failed components. As such, the manufacturer and its 3PSPs loose valuable intelligence that can be utilized to improve the design and/or engineering of tablet devices. Though tablet liquidators persist, this approach in the current market will have limited benefits as volumes increase and consumers hold onto their devices for an extended length of time. New Developments in Tablet Computer Repair.
Optimised test & screening solution
An optimised screening system can maximise efficiencies while avoiding many of the shortcomings exhibited by the aforementioned testing methods. Screening systems able to test 10 or more tablets at a time can offer increase speed and reduce costs associated with testing. Consistency of process and results will also rise thanks to the use of automated and semi-automated testing systems. Thus, “Screen and Clean” promotes the cost effective recovery of good units with minor cosmetic refurbishment to be processed for resale. Additionally, they can be used as maintenance replacements, or for the dispositioning of products into other markets at the best return for the retailer.
Functional testing of device circuits may take the form of “parametric” testing, which leads to an even greater level of reliability and quality of results.
A regionalised approach to testing, screening, and cleaning the units can also speed up the reverse logistics flow. Performing these functions in strategically located facilities in high volume areas within miles of major metropolitan areas will improve efficiencies as described in Section 4 above. Authorising these facilities to handle key activities like repair, refurbishment, and liquidation will reduce costs for retailers while improving asset recovery values and the speed at which tablets are returned back into consumers’ hands. This increased efficiency has the added value of making retailers’ extended warranty plans more economically viable. Furthermore, the regional model described here will also fulfil OEM's requirement to minimise costs and deliver superior customer services as measured by repair turn-around time. New Developments in Tablet Computer Repair
Vendor Selection Criteria
We surveyed a cross-section of OEMs, Retailers and Wireless Carriers regarding their needs and attitudes towards the tablet repair market. The majority of respondents surveyed indicated that their customers are required to mail in defective units to an Authorised 3rd Party Service Provider (3PSP). Many of these 3SPSs are managed by OEMs and/or their subsidiaries, speaking to the OEM lock on the still-nascent tablet repair industry.
Survey respondents spoke to a number of criteria important in choosing and sticking with a vendor. The most important factors in choosing a vendor, ranked in order of priority, are:
- QUALITY OF REPAIRS
- COMMITMENT TO QUALITY METRICS
- ABILITY TO MEET TURNAROUND TIME (TAT)
- REQUIREMENTS (2-5 DAYS)
- WILLING TO INVEST IN TRAINING
- QUALITY & THOROUGHNESS OF REPORTS
- QUALITY OF IT INFRASTRUCTURE
Clearly repair quality is paramount in vendor selection. Qualified vendors must be able to meet OEM specifications and otherwise offer consistently high quality test and repair services. Long-standing, standardised processes across a vendor’s network demonstrate commitment to quality metrics.
With turnaround time being ranked second in priority, demonstrated high-velocity forward and reverse logistics is also a key criterion in choosing a vendor. Vendors who operate multiple facilities in high-volume regions and those who offer innovative time-saving services, such as in-field warranty services, excel at meeting and surpassing TAT requirements at scale. New Developments in Tablet Computer Repair 13
Also indicated are the quality of reports and IT infrastructure. Tablets have become highly complex pieces of equipment, and a vendor’s diagnostic system must be able to test many components, sensors and functions (e.g. Microphone and speaker, Cellular and WiFi connectivity, Accelerometer / Gyroscope / Magnetometer, and so on). The vendor must also offer a thorough and reliable methodology for reporting results in both high-level “Pass/Fail” and granular detail. New Developments in Tablet Computer Repair
Vendor spotlight – CTDI
One vendor whom we’ve worked with, and regard as a highly capable and qualified service provider, is CTDI. This company excels in all areas of tablet diagnosis and repair, including the specific factors identified as critical by our survey respondents. CTDI brings 39 years of technical expertise, innovation in service models, and global testing and repair capabilities to the market. They have the ability to test more than 75,000 unique model types and offer the most comprehensive repair service portfolio in the world.
CTDI’s NightHawk Test System, an advanced multi-unit tablet tester is a prime example of the company’s commitment to technological innovation in a rapidly evolving sector. NightHawk can test 10 tablets simultaneously, leveraging innovations like front-loading tablet trays that greatly increase test capacity and daily productivity. With NightHawk, CTDI has the flexibility to keep pace with the latest tablet models, operating systems and APIs while also leveraging extreme efficiencies that keep reverse logistics velocities high. NightHawk performs fully functional testing of tablets utilising CTDI designed and developed Apps tailored to access and utilise the Tablet API’s.
The purpose of these applications is to simulate the end-users tablet experience and will test the following tablet functionality:
- Connectivity
- Multimedia
- Battery
- Touchscreen, Buttons, LEDs
- Sensors
- System Information
CTDI’s ability to offer fast, high quality screening and diagnosis of multiple brands and models of tablet devices couples with their OEM authorized repair and excess asset management services to provide a comprehensive portfolio of service offerings. CTDI employs over 350 engineers to develop testing for a variety of OEM technologies, ensuring ongoing innovation to keep pace with this fast-moving market.
CTDI has a network of 69 facilities operating in 15 countries, with 48 facilities in the US alone. This mature, global network allows CTDI to offer high velocity reverse logistics by cutting down on transit time to and from their facilities. The quality of CTDI’s infrastructure is outstanding, and efficiencies are further increased by way of CTDI’s innovative, scalable Web-based testing technology. The company’s proprietary Warehouse Management System (WMS) and eBusiness tools also allow customers to enter and track orders online 24/7. In summary, CTDIs’ state of the art technology, world class processes, and global presence allow for high speed, high quality in region repairs which supports customers’ demands New Developments in Tablet Computer Repair for immediate or very short interval repair or replacement as well as meets the OEMs’ requirements to minimise costs. New Developments in Tablet Computer Repair
Summary:
The rapid growth of the tablet computer industry has created a demand for a highly efficient approach to diagnosing and repairing returned units. Our research findings show that a majority of tablet computer suppliers (e.g., OEMs, Retailers, and Carriers) waste time and money due to multiple issues in the current flow of reverse logistics. Specifically, too many devices are needlessly returned to the manufacturers’ 3PSP where time and effort is spent on testing the devices instead of screening via phone or at the retailer, and too many devices have to travel too far a distance for quality diagnosis and repair.
Factors ranking high on the list of criteria included quality of repairs, ability to meet turnaround time, willingness to invest in R&D and training, and quality of reports and IT infrastructure.
As analysed in the vendor spotlight, CTDI is one vendor who meets all of these criteria with their automated multi-unit test systems and deep roster of highly trained technicians and innovative engineering talent. CTDI is also uniquely positioned to leverage their global network of repair facilities, technical competencies, and logistics support services to increase reverse logistics velocities, add value, and drive costs down. Given the huge potential for cost savings, risk protection, and revenue gains, companies should seriously consider building a business case and ROI justification for investment in solution such as the one offered by CTDI. New Developments in Tablet Computer Repair
Sep 26, 2014 • Features • Hardware • Xplore Technologies • hardware • rugged • tablets
If we are to select the right mobile device we must look at both the environment and the application to make the intelligent decision argues Xplore Technologies Sandy McCaskie
If we are to select the right mobile device we must look at both the environment and the application to make the intelligent decision argues Xplore Technologies Sandy McCaskie
All too often the deployment of rugged technology is borne of a quick analysis of the environment where the work will be carried out. Working in a safe, plush office full of suits? Use a consumer device. Out in the field recovering a breakdown or on the tarmac at the airport? Grab a rugged tablet such as Xplore Technology’s Bobcat. But this thinking is dangerously flawed – a throwback to the mindset that technology exists separately from the business it serves.
The deployment of rugged technology such as tablet PCs is – if done correctly – almost regardless of the environment. Instead, such a deployment should be based upon the level of the “business-critical” nature of the process performed and how vital the technology is to the completion of that process.
If you can honestly get by without a tablet or PC in a given process, a consumer unit is ideal, subject to issues such as the compatibility of the operating system. When the unit breaks, the process simply slows down, but still carries on whilst a replacement is found. The relatively low cost of a single consumer unit, ubiquitous Wi-Fi and easily downloaded apps make this an attractive short-term option, though for the recovery market, the likelihood of damage means that these replacements will soon start to add a substantial cost.
Studies show that a consumer tablet used in the field is four times a likely to break as a rugged unit and the resulting loss of productivity can be hours.[/quote] At any sort of scale, or if the process is dependent on the technology but there are alternatives available, the semi-rugged or “robust” category may be a more cost-effective option. This is often the case in controlled environments outside of an office - home visits in the field would be a great example. Why go to this extra expense? Because studies show that a consumer tablet used in the field is four times a likely to break as a rugged unit and the resulting loss of productivity can be hours.
This consideration of “task first, location second” progresses through the levels of ruggedness based on if a given job/process can be completed without the tablet. As an example, a recovery engineer in the field cannot complete a job without access to technical data, compliance forms or a proprietary workflow application – all of which require processing power of a PC. This necessitates a tablet that works every time in any environment - hence a level of full ruggedisation.
However this approach can exist independently of the environment that demands a comprehensive set of IP, drop test and MIL ratings. Yes, hardware must perform in the right environment but ruggedisation is simply a way to enable reliability and that concern of reliability is not the exclusive province of rugged environments.
A manager based in an office but with processes that are critical to the ongoing operation of the business, for example, communicating and sharing data with a small team of field engineers that are the only contact directly with customers, still needs to assess ruggedised options in order to guarantee that workflow.
Of course, usability beats reliability when it comes to technology. Hence design that accounts for IP ratings and MIL testing must still also cover basic points such as weight, ease of input and the versatility that comes from connectivity options.
In many applications of real world tablet deployments, the challenges of some environments are enough to drive the desired technology toward a ruggedised tablet that can withstand far more than the person using it.
But an intelligent approach to ruggedisation must be grounded in the task at hand, in addition to the place it has to take place, even when that place could be anywhere.
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