The field service industry has always been an early technology adopter. TOM DEVROY, Senior Product Evangelist for Enterprise Service Management at IFS, identifies three technology-led developments set to disrupt field service.
The field service industry has always been one of the earliest adopters of new technologies, from the original PDAs to IoT-enabled devices. Now, a new generation of technology is uniquely positioned to transform the field service industry, promising to reduce costs and dramatically improve the quality of service organisations can offer. Tom DeVroy, Senior Product Evangelist for Enterprise Service Management at IFS, identifies three technology-led developments set to disrupt field service and discusses how flexible and modular resource planning infrastructure will help organisations reap substantial rewards.
Effective field service is about proactively managing your workforce and inventory in order to meet the constantly sliding scale of customer expectations. As a result, field service organisations are constantly looking to improve on the key metrics to better serve customers: first-time fix rate (FTF), mean time to service (MTTS) and mean time to repair (MTTR).
Three new technology driven developments are establishing themselves in the market, with the potential to dramatically impact these field service metrics to benefit both the customer and service provider:
· Advanced mobility: augmented reality, instant messaging platforms and native apps
· Predictive analytics enabling prescriptive maintenance
· Optimised scheduling and demand forecasting in an IoT world
First: Beyond mobility: augmented reality, instant messaging and native apps
A mobile workforce needs a mobile-driven field service strategy. In a recent study on mobility, performance and engagement, 60% of employees said mobile technology makes them more productive in the workplace. But field service organisations are now moving beyond simple mobility, looking for more intelligence and flexibility from their mobile computing platform in order to take full advantage of next generation devices.
Native apps are a key part of this – allowing engineers to receive instant updates, access repair information or collaborate with product experts without leaving the job site. Instant messaging platforms such as Slack and WeChat are also allowing field service engineers to keep connected, with more information and collaboration supported on their mobile device. Engineers are able to contact other colleagues for assistance in real-time – reducing the need to return to base for assistance.
Seeing is believing
ABI Research shows augmented reality is on the rise, and Gartner predicts businesses will purchase 53 million tablets by 2016. There are instant benefits for field service engineers. Mobile solutions now allow engineers to receive real-time feedback and expertise while on the job, enabling repairs to be completed more quickly and efficiently. An IFS partner, XMReality, is already working on pioneering augmented reality projects like this.
With this remote guidance, a support technician is able to watch and guide the engineer through every step of the repair without having to leave base. Using smartglasses, engineers are able to see a real-time and interactive demonstration of the repair job right in front of their eyes. These skills can be leveraged anywhere and anytime with the capability of modern mobile technology – drastically improving FTF.
Second: Beyond business analytics: predict and prescribe maintenance
The rise of IoT sensors and integrated technology on equipment is also enabling more efficient field service. Instead of scheduling maintenance when a fault is recorded, predictive analytics and the remote monitoring of equipment through IoT means faults can be detected before they become a problem.
Combined with business intelligence to make sense of the big data being captured through IoT, predictive analytics can be used to find actionable data to inform business decisions. Enabling service organisations to be proactive in regards to equipment performance, means moving away from calendar-based scheduling and towards predictive maintenance.
IFS has a predictive maintenance capability embedded in its field service applications, allowing better allocation of an engineer’s time. With sensors deployed on the factory floor, service organisations can monitor vibration analysis of bearings and predict when machine parts will start to degrade, then schedule maintenance proactively.
Field service solutions should be able to find and collect patterns of data from past actions and use this information to create generic rules to highlight how processes and services can be improved in the future – delivering new insight into operational efficiency.
Mobile devices are now able to run intelligent diagnostics and capture potential problems. Based on the diagnostic output, the mobile device is able to recommend a maintenance plan and the various tasks needed to be performed, before the engineer gets on site. This technology is going one step further than just predicting when faults will occur, and will prescribe which action needs to be taken in order to fully maintain that asset.
Prescriptive maintenance will take into account budget, time and other constraints and provide an optimal order of actions and the work orders to fully maintain that equipment – all in a matter of seconds.
Third: Staying ahead of schedule
First-time fix rates are an important KPI for field service organisations, but recent Blumberg research shows that the industry average for first-time fixes was under 80%, meaning 20% of jobs require additional follow-ups. Inefficient scheduling results in a lower first time fix rate and longer time to final resolution, as unqualified engineers can be sent and the necessary equipment may be unavailable.
Although not a new technology, schedule optimisation is a foundation on which new technologies can thrive. By combining scheduling with data from IoT devices, the next generation of schedule optimisation tools go much further and help to forecast field service demand, SLAs and potential resource needs – all in real-time.
IoT-enabled sensors can trigger actions when an event changes, and automatically re-schedule jobs around this. This combination allows field service organisations to improve FTF, MTTS and MTTR by consistently scheduling the right engineer for the right job, at the right time.
Don’t get left behind
These new technologies are going to bring serious benefits to field service organisations because they are so tightly integrated with delivering improved customer service and improved bottom lines.
In what is a dynamic and changing market – with tech-savvy customers demanding higher and higher levels of service – it is vital for organisations to be able to implement these cutting edge technologies.
The new breed of enterprise solutions takes away the risk
Traditional field service management solutions are simply too cumbersome and inflexible to enable field service organisations to reap the benefits. To quickly benefit from these latest advances, organisations need the backing of a new generation of flexible, agile enterprise solutions.
Traditional enterprise solutions can take months or years to simply implement, let alone adapt to an entirely new technology. The new breed of modular enterprise solutions are designed to remove the time and pain of modifying existing processes, and instead maximise the opportunities of new technology. These agile systems negate the need to fully customise legacy systems – a costly and timely process – and are enabling organisations to quickly adopt new technology, without the risk of losing out on a competitive edge.
These disruptive technologies and the digital transformation they require offer benefits that resonate throughout the whole service organisation – from the top-down. Strategic planners have real-time visibility to plan tasks and schedule the workforce in an industry with many unknown elements, from customer unpredictability to traffic, and even the weather.
This, in turn, directly empowers technicians, providing them with the right tools and information at their fingertips to better perform their job. But ultimately the most important stakeholder reaps the benefits – the customer receives the best possible level of service.
Dell plans 50/50 gender split; 1:1 recycling and reuse
Dell Technologies has unveiled an ambitious 2030 target for a social impact plan called Progress Made Real.
Dell Technologies has declared a decade of responsibility and innovation to ramp up the company’s social impact worldwide. At the company’s Dell Technologies Summit in Austin, Texas, last week, chairman and CEO Michael Dell unveiled a set of ambitious goals in a plan called 2030 Progress Made Real.
“Unlocking the power of data will advance humanity more than any other force over the next decade,” said Dell. “We are committed to making that power broadly available to communities around the world, so we can all move forward together.”
Over the next decade, he said, Dell Technologies will use its global scale, broad technology portfolio and expertise to yield meaningful and measurable impact on society and the planet.
The plan sets the following goals for the company:
· Recycle an equivalent product for every product a customer buys
· Lead the circular economy with more than half of all product content being made from recycled or renewable material
· Use 100% recycled or renewable material in all packaging
· Deliver future-ready skills development for workers in their supply chain
· Drive a comprehensive science-based climate program, setting emissions goals across facilities, supply chain and operations to customer use of our products including partnering with suppliers to meet a greenhouse gas emissions reduction target of 60% per unit revenue by 2030
· Acquire, develop and retain women so they account for 50% of the company’s global workforce and 40% of global people managers
· Acquire, develop and retain black/African American and Hispanic team members so they account for 25% of the company’s U.S. workforce and 15% of U.S. people managers
· Educate 95% of all team members on an annual basis about unconscious bias, harassment, micro-aggressions and privilege
· Advance the health, education and economic opportunity of 1 billion people
· Digitally transform 1,000 nonprofit organisations
· Achieve 75% team member participation in charitable giving and volunteerism in communities
The company says ethics and privacy are foundational to its corporate and social impact strategies and are essential to executing the 2030 goals. To this end, it is fully automating data control processes, making it easier for customers to access, delete or share their personal data. The company will use digital tools to make it easier to get insights from, measure and monitor compliance issues using digital data.
In addition to seeking customer input, Dell Technologies engaged third parties, considered the U.N.’s Sustainable Development Goals and Business Roundtable’s Statement on the Purpose of a Corporation, and surveyed team members to assess the most critical issues and opportunities they see in their work and the world.
“We have a great responsibility to apply the full power of Dell Technologies to transform lives and society,” said Karen Quintos, chief customer officer at Dell Technologies. “By combining our technology portfolio, global scale, team member talent and customer partnerships, we can drive significant positive impact. Our 2030 agenda is comprehensive and deeply embedded across the business. The moonshot goals stretch us to go far beyond incremental change. In some cases, we’re still working to uncover how we’ll get there – but we know that significant change and innovation starts with deep commitment.”
In June 2019, Dell Technologies announced early completion of many of its 2020 goals. For example, through a global recycling network, it reached a 2020 goal of recycling 2-billion pounds of used electronics. Through partnerships with the Government of India and Tata Trusts, it deployed a cloud-based analytics solution to deliver preventive healthcare to remote villages, reaching 11 million people who would otherwise not have these services. A range of additional social impact goals have also been reached (see graphic below)
* For the full list of 2030 goals, see delltechnologies.com/2030goals.
Behind the scenes of Netflix SA’s Queen Sono
South Africa’s first Netflix Original TV show, Queen Sono, is almost ready to air. Gadget’s BRYAN TURNER spoke to the show’s creators on set.
In the heart of Johannesburg, a house is about to make history as one of the first homes to have a South African Netflix Original filmed inside. During filming, it’s surrounded by a dozen large trucks that carry props, camera equipment, set equipment and equipment needed to make this production a reality.
We chatted with Queen Sono’s writer, director, and showrunner, Kagiso Lediga, on set recently. He also heads up Diprente, the Johannesburg-based production company behind the show.
“[Being writer and director] gives one the ability to carry out the vision,” says Lediga. “I mean, it’s not just that I’m wearing many hats. But there’s the other creators, other HODs: from production designer to cinematographer, to the other writers that I work with. So it’s great, I guess that being a showrunner you kind of have to touch on all of those.
“It’s a huge responsibility in terms of carrying out the narrative. You know, sometimes what’s great is when you come up with an idea, and then when you see it when, either you’re sitting behind the monitor, directing, or while you’re sitting and editing, and you’re like ‘Whoa, that’s exactly how we imagined it’.”
The show is an action-packed series that follows Queen Sono, a highly trained top spy in a South African agency whose purpose is to better the lives of African citizens. While taking on her most dangerous mission yet, she must also face changing relationships in her personal life.
Of course, the gravity of being a Netflix Original means that Queen Sono will be put on a global stage, and will be available to stream in over 40 countries. We asked the show’s Director of Photography, Motheo Moeng, how the show’s image has been carefully crafted for a local and global audience.
“Overall, the treatment of the show is based on the characters we have written, naturally, and other spy films that we have looked at,” says Moeng. “So the treatment of her visually, and the look to the show visually, had that in mind. So as much as you wanted to treat it as an African show, we were well aware that it had to have international appeal.”
It’s also dangerous work getting the show to be perfect, Moeng says.
“It’s like being in a boxing ring, so there are days when you’re getting punched, there are days when you have to stand up and go. But overall, I guess the banter between myself and the first aiders is interesting. Our jobs are a direct contrast to each other; I’m trying to constantly light and make things look pretty, and he has to make sure we make the day, so if you stick around for long enough, you’ll see the love-hate relationship between us.”
Stunt Coordinators Grant Powell and Filip-Ciprian ‘Chip’ Florian have us a quick insight into how to get the actors (and film crew) ready for a spy movie’s action.
“[Most productions] have the same demands because they all have the same elements,” says Powell. “It doesn’t matter how big the movie, they’re still an actor. An actor still has to be trained. I still have to deal with the psychology of that. Convincing them that they can do it. So it really doesn’t matter the scale of the film, you’re still dealing with the same elements, which is training an actor from scratch sometimes.
“There was a combat scene with Queen Sono and the baddies, and she kicks one of them out the window, which is Chip by the way. So he goes through plate glass, goes over the balcony, three stories up and lands on a car. I thought that was cool. We had three weeks prep, which is great for a local show. You never get that, you’re usually learning on the day. That’s why the audience will instantly see the quality will be better because of this preparation. That’s what’s going to make this show stand out over and above anything that’s ever been done locally.”
Queen Sono is expected to be released exclusively on Netflix in 2020.