SUPPLY CHAIN
had little to no knowledge of any potential underlying maintenance issues, and no indication as to what had caused the resulting malfunction. As a result, customer service was central to the elimination of machinery defaults with little choice remaining for manufacturers other than to contact a field service technician to fix the problem at hand.
WHAT ARE THE BENEFITS?
Ends time-consuming repair times When a technician arrives on site, they must assess the machinery – often relying on lengthy and outdated manuals – then spend an extended amount of time identifying the problem at hand. Afterwards, they must return to the depot, search for spare parts, collect the equipment for repair work, then return to the site to undertake the maintenance or repairs. Combine the potential for unavailable parts with field service scheduling issues, and it could ultimately take days for manufacturers to see a resolution. This time- consuming process could prove to be incredibly costly for manufacturers – an industry that suffers significant losses when work-related equipment comes to a halt, both in terms of productivity and the negative impact to client relationships resulting from delayed timeframes. Connected field service puts an end to this. Field
workers are now provided with unlimited access to the complexities of the machine without the necessity for time-consuming manuals, and the detailed data shared between connected devices allows technicians to thoroughly prepare for maintenance and repairs prior to arriving on site.
Predictive maintenance By leveraging the capabilities of AI, connected equipment can be fitted with multiple sensors that transmit data in real time, such as status indicators. When these sensors are connected to a work order management software, predictive maintenance and a ‘just in time’ approach can be established. Service providers are then able to monitor the equipment and anticipate when breakdowns will occur using algorithms – increasing the operational benefits of the equipment and boosting the productivity of the field worker.
Furthermore, the necessity for technicians to be
deployed can be eliminated by fully automating predictive maintenance procedures. If an anomaly in the regular programming of a machine occurs, workflows can be initiated automatically to resolve the issue through self-healing – for smaller maintenance problems, these remote
options provide an easy solution for time and cost reductions. In turn, decision-making accuracy is enhanced, and technicians only need visit the site when the automated analysis predicts an imminent problem – largely eliminating routine callouts and increasing customer satisfaction over an extended period.
Optimised productivity When a physical presence on site is necessary, technicians are provided with a wealth of information that would not be possible without the benefits of connected devices, including the model and serial numbers of equipment, repair guides and their maintenance history. Therefore, service workers can immediately begin working on the defective machinery upon arrival at the site. The health, usage and cycle time of connected
equipment can be consistently monitored – as such, technicians are able to spot potential problems before their manufacturing customers notice a disturbance and can undertake the necessary machinery works before an overarching system failure occurs. In line with predictive maintenance, AI directs technicians away from work that does not efficiently utilise the time of their customers or themselves, towards carefully calculated jobs with a high priority risk. Crucially, the nature of AI means that as forward
thinking and adaptive as this technology already is, the capabilities of AI and IoT devices will continue to evolve towards an even greater human-centric approach, where data is harvested to drive research and development and produces greater return on investment over time.
WHAT NOW?
Beyond the indisputable benefits of machine optimisation, a data-driven approach, connected to the cloud and backed by AI, allows manufacturers to reimagine the role of field service operations within their business. Not only will these technologies provide powerful insights into machine behaviours over time, but in a time when manufacturing competition is at a record high, the value to manufacturers of enhancing relationships with field service teams – clear insight into customer expectations, faster turnaround times, efficient long-term resolutions – cannot be overstated. Manufacturers now must do all they can to reduce external pressures and supercharge their competitive edge.
Colin Crow
Managing Director of Nexer
https://nexergroup.com/
FACTORY&HANDLINGSOLUTIONS | MARCH 2022 21
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