Let’s talk about how technical documentation impacts field service procedures, high costs of inaccurate technical information, the root causes of service failures, and how to achieve high field service productivity and effectiveness.

Many of the fundamental issues in service occur due to inaccurate service information and technical documentation that is difficult to understand.

We have all been in a situation, at least once, that involved failure to deliver a service as promised. Why? It’s because all brands and businesses make promises! But the truth is… service issues happen

When service fails to deliver on promises, or a buyer experiences poor customer service, the result almost always ends with lost customers, canceled subscriptions, and tarnished brand reputation.

The impact of a service failure can be devastating. Let’s talk about the root causes impacting service issues and failures

The impacts of service issues

The greatest influence on service almost always has to do with one thing; technical documentation. By technical documentation I am referring to tech pubs, standard operating procedure documents, service instructions, maintenance manuals, guides, work instructions, procedures, bulletins, etc.

I’m talking about anything and everything that is provided to help assist and guide service technicians. Many of the fundamental issues in service occur due to technical documentation, let’s talk about why.

Technical Documentation and Field Service

Today many field service and manufacturing organizations rely on traditional time-intensive methods to develop and deploy technical documentation such as service procedures, work instructions, guides, manuals, etc.

But the fact is – oftentimes the tech pubs, guides, and manuals that are created, aren’t even read (or in some cases even used) by field service representatives for which they were designed!

In addition, technician instruction manuals and documentation designed to be used in field service are often out-of-date. This is due to the high maintenance and distribution costs to create, maintain and produce continually up-to-date field service documentation.

This issue compounds as products become more and more complex in response to ever increasing customer demands for innovation and customization.

This rise in complex products has resulted in complex service and maintenance procedures, affecting and influencing inaccuracies in technical writing and documentation. As the demand for complex maintenance and service procedures increase, technician efficiency decreases due to more time being spent searching for the correct service information in a format that can be used on the field. This often results in repair and maintenance delays.

When service technicians encounter unfamiliar problems and don’t have reliable service information to solve a problem, the need for repeat service visits increases. There are many major negative consequences from these situations.

For example, a customer might experience equipment downtime. This downtime impacts both the service provider, as it inflates the cost of service, as well as the customer, as they lose productivity.

The high costs of inefficient field service

For you, as a service provider, the consequences of poor service information, complex products, and poor technician efficiency can drastically impact your costs of service in a number of ways.

For starters, let’s assume you work with service contracts. Service contracts often contain elements such as equipment up-time clauses. In the case you were to unintentionally breach one of these ‘set clauses’, it’s fair to assume the organization would face undesirable penalties and costs.

Take a deep breath. All is not lost. The added costs from inefficient service strategies are completely avoidable!

Repeat field service visits also drastically increase business costs. Multiple repeat visits to service products quickly increase costs and become very expensive. This is why many organizations seek to avoid repeat service visits at all cost.

A rarely considered cost-driver for service stems from difficulties comprehending poorly written, inaccessible, and out-of-date technical documentation.

When service technicians are unable to easily identify which spare parts are required, they often order multiple parts in hope that one will be correct. This results in high part returns, and handling costs. Not to mention, the need to hold more parts in stock from inflated orders (the bull whip effect), also affects parts inventory.

The skills gap is also increasing the cost of inefficient service.

“Faced with continuing economic expansion and retirement of baby boomers, the US manufacturing industry is looking at a potential shortage of 2.4 million workers in the next decade.” – 2018 Deloitte & The Manufacturing Institute skills gap study

To put it in perspective, a large portion of our workforce is approaching retirement soon. This is causing the skills gap to widen. With the loss of tribal knowledge, access to consumable expert knowledge becomes increasingly necessary.

New and inexperienced technicians have repeat service visits which cause an organization to face higher training costs, while overburdened experienced staff members are forced to train and pick up the slack for newer employees.

All of these things impact customer satisfaction. These conditions damage service reputations for both an organizations product, as well as, service contracts. Most importantly, all of these scenarios impact an organizations ability to retain customers and garner repeat business.

Sometimes you need to break down the barriers between product development and operations.

How to gain high service productivity and effectiveness

In order to obtain high technician productivity and effectiveness you must re-evaluate your service methods and procedures

Increase technician comprehension with accurate AR work instructions

To increase technician comprehension, look into concepts to create accurate, in-context augmented reality (AR) work instructions that overlay digital information onto a physical product.

Establish accurate part identification

Consider implementing accurate AR experiences so part identification, replacement and ordering are easy and accurate.

Enable remote real-time work instructions

Enable expert technicians to give remote, real-time guidance on physical objects using assisted reality tools like Vuforia Chalk.

All of these help service organizations create a more flexible, agile, workforce. These changes result in increased equipment uptime and productivity. They result in happier customers and more empowered workers.

Most importantly – you can start implementing these benefits today. All the technology currently exists. We would love to work with you and your organization to understand your service operations goals and map a path forward.

Making and extending access to product data (also known as data accessibility) is exactly what can put you ahead, especially if your organization has anything to do with product development.

This article explains how to make product data accessible, as well as why product data access is a trend that many organizations are beginning to pursue.

Product data is vital to organizational success

In business and engineering, product development refers to bringing new and existing products to market. During this process, your product data is everything.

Your organization’s product data likely includes computer-aided design (CAD) data, 3D models, parts information, standardized work instructions, product requirements, notes, documents, and more.

This is why your organization’s product development success starts with… you know it… product data.

The reality is, the product data that may only be visible to engineering or management teams is exactly what your entire organization could leverage to make better-informed decisions.

Product data is vital to organizational success because it helps identify business opportunities, predict future trends, and most importantly it is exactly what allows you to generate more revenue.

Data-driven business decisions make or break companies. This is exactly why your product data should be accessible to anyone within your organization who needs it.

People across multiple departments often need to input data into business systems, especially in larger organizations.

If different employees throughout your organization input slightly different information, use non-compatible formats or simply don’t have access to each other’s data – confusion and miscommunication can occur.

These situations lead to mistakes, unnecessary costs, and lost revenue. All of which (I’m going to assume) your business is trying to avoid.

There are many reasons why access to data is important, but let’s address data access methods and tools your organization can use to help extend and make your product data accessible.

The first step to making product data accessible: System integration. System integration  is an ever-popular topic among the IT savvy.

Integrated systems streamline processes, increase efficiency and productivity, reduce costs, and reduce manual entry errors. This is why organizations take steps to integrate business and enterprise systems used throughout their operations.

Integrating your business systems helps keep everyone on the same page by ensuring all staff has access to the same data.

This is especially important when tracking product changes, and I’ll explain exactly why.

Let’s assume an engineer needs to make a last-minute one design adjustment to a product. This is a situation when it is crucial to inform affected departments and stakeholders of product changes as soon as possible.

When system integrations and PLM/ERP tools are in place, everyone throughout your organization (who would need access to specific product data) can access up-to-date information!

Not only does this keep people up-to-date and informed, but it also allows people throughout an organization to compare and contrast the evolution of your products.

Why is that so important?

A cross-functional team’s ability to evaluate the history of product changes through the lens of each individual’s respective discipline will provide a better idea of the impact of product and process changes over time.

By encouraging information-sharing and communication between departments, system integration can inspire collaboration between departments and lead to unexpected business improvements.

When one department gains access to information they didn’t have before, it can help them understand the role in the company better as well as the overall operation of the business.

This knowledge can help them improve performance and productivity, as well as, allow them to make better, more informed decisions.

Recognizing & responding to multiple data user’s product information needs

Although product data management tools (such as PTC Windchill) help organization’s collect and manage data, many enterprise solutions (such as product lifecycle management systems) fail to build user interfaces that non-technical staff can actually understand.

PLM systems can quickly become too complex for many roles across an organization. This can make it hard for users to navigate the system, find information, and ensure they’re getting the right information.

Oftentimes the sole users of PLM enterprise systems tend to be engineers and product designers who create the information. This means other roles are requesting information from the authors, whether they are designers or engineers. 

When this happens, users lose time waiting for the person who created the information, and they take time from the designers and engineers that should be focused on designing and developing products.

The solution: System integration that is focused on data visibility and data accessibility

By integrating your enterprise systems with a focus on data visibility and data accessibility, your organization ultimately supports communication and collaboration across the entire enterprise and value chain.

For instance, product data management tools (such as PLM applications or plugins) can collect and transform your product data. These same product data access tools can also provide a data output with meaningful content, assisting any role (such as accounting, purchasing marketing, etc.) to make smarter and faster decisions which can directly impact your bottom line.

An easy solution to extend product data access

Our company, EAC Product Development Solutions, designed an easy solution to help organizations (like yours) easily extend access to accurate product data.

Our solution is our EAC Productivity Apps.

Our PLM EAC Productivity Applications deliver role-based data mash-ups, that provide just the type of product information that is needed by a particular role.

Our PLM plugin technology works in the back-end to bring together product information stored in multiple enterprise systems (such as ERP, ALM, PLM, QMS, etc) to deliver product data to users in a way that can be easily consumed.

This enables an entire enterprise to get valuable product data and information in just the way that they want it when they need it.

Our Productivity Applications also eliminate time wasted waiting for authors to collect and redistribute product information.

Our EAC Productivity Applications help deliver on the promise of Product Lifecycle Management.

Want to learn more? Let’s have a conversation.

Why is it important to manage your product Bill of Materials (BoM) in a PLM (Product Lifecycle Management)? This is a tough question to answer across the board for every company, but this article breaks down what you need to know.

The level of BoM management in PLM can be dependent on your companies’ products, downstream systems, and product development processes.

With that in mind, here are some general benefits and reasons to manage the creation of your product BoM in PLM.

The benefit of bill of materials management in PLM

PLM in nature is meant to be a tool to help engineering manage their production date while allowing dynamic collaboration and change control throughout the product development cycle.

The data managed in a product lifecycle management system includes CAD and BoM information, as well as additional supporting product information and documentation.

PLM functionality typically allows an organization to store any and all product information in a structured manner. The structured manner is what properly represents the product within all stages of the product’s development.

This includes everything from initial design requirements, to manufacturing requirements and process plans, to quality assurance documents- all linked to a single product structure.

This gives you the ability to graphically see a truly complete representation of any and all products managed within the PLM system.

In addition, many of the top PLM systems (such as PTC Windchill) give you the ability to manage different views of a single bill of material.

For instance, you could see the design or engineering view of the structure and all design information needed for that BoM product structure.

You would also have the ability to look at a manufacturing view that has the structure defined in a way to support the best possible manufacturing process, while it also links to any supporting information and work instructions.

Additionally, you could see a service BoM that represents exactly what is on-site or on the hands of a customer, with linked product information specifically related to service or support (such as a service repair or product manual).

ERP or MES systems are all about the financial and manufacturing execution aspect of product management.

These systems focus on tracking and managing all cost and profit throughout the process.

Because of this, changes are tightly controlled and require significant steps to ensure proper applications across the system.

There are also few systems that allow for full product representation inside of ERP or MES as outlined above. Nor do they fully support many different views of the same BoM.

ERP tends to only manage what is required to properly manufacture or sell a product, which does not always represent the full product design or its full breadth of supporting information and documentation.

There many impacts on these fundamental differences.

When to use PLM for BoM Management

Here are some general concepts as to when to use PLM for BoM management.

When your product development is in the dynamic phases that require many changes and updates at each phase gate, your bill of materials should be primarily managed in PLM.

If your product requires specific requirements management, detailed manufacturing, quality work instructions, or an intensive manufacturing process, it’s in your best interest to use product lifecycle management for your BoM.

At the very least, all of your product information should also be managed, or linked to your product lifecycle management system to ensure full accountability to all information updates required in the instance of change.

Integrating ERP and PLM

At a minimum, if you have an ERP system it’s important to integrate your system together with PLM.

It’s essential to establish key integration points between your enterprise systems that send needed information back and forth to your enterprise resource planning solution. This will help you properly execute new product releases and changes.

By integrating your systems, your ERP processes will ensure all proper tasks and functions are executed in your ERP or MES systems.

From there, your ERP to PLM system integration would send information back to your PLM system to close the loop.

These are our best practices to help you get ahead and to take product data further. We would love to hear about your thoughts about this topic and answer any additional questions you might have. Feel free to drop a comment below or leave an inquiry under let’s talk.

Looking for an easy way to quickly assess your bill of materials and ensure projects stay on-time and on-track?

If your organization creates service information, work instructions, installation operator guides, user guides, technical instructions, service manuals, or even service procedure bulletins – it’s time to rethink your process.

Let’s talk about how to make your service information accurate, relevant and accessible.

Defects in products happen, but in the case that a product needs to be taken apart- it’s important to do it the right way. This is especially true with today’s advanced complex products.

This is why organizations often don’t question why they’re managing mountains of paper-based technical publications. But what happens when a service call involves the use of particular tools that aren’t quite outlined in a service procedure manual?

Or when field circumstances turn out to be different than the initial service order and the correct manual may not have made it into a technician’s vehicle?

What happens when technical publications designed to guide service are no longer relevant due to product or tool changes? Despite best efforts – service, installation, and operation problems arise. These problems cause worker confusion, dissatisfied customers, and business risk.

Providing information that no longer applies to specific products forces operators to troubleshoot challenges based on assumptions and experience – or worse – inexperience. Paper-based and locally stored procedures, instructions, and guidelines also have a tendency to make work instructions difficult to find.

If your procedure documentation guidelines are disconnected, they are only hurting you.

The good news is, with the help of simple technology, any organization has an opportunity to rethink their service information. There has never been a better time to make service information accurate, relevant, and easily accessible.

The solution? Interactive digital work instructions.

How to make service information accurate

You might be surprised, but as a matter of fact, the first step towards achieving accurate service information involves using the content (such as Tech Pubs, Arbortext, DITA, XML, Images, etc.) that your organization has already created. Evaluate the current service information processes your organization has in place. For instance, you might currently be using paper documentation.

What’s the problem with paper documentation?

Once your documents are committed to paper alone, you can no longer assure their ongoing accuracy. The underlying information could have changed right after it was printed! Your information should (most definitely) include the latest version of technical publications and content (such as Creo Illustrate, Windchill, Service Information Manager, InDesign, FrameMaker, Oxygen, etc.) that you already have without the need for added latency or work for authoring, styling, and publishing.

When you’re in a digital work instruction environment, that environment is set up to draw from the most accurate up-to-date information available on your system. This is why the best possible way to ensure the accuracy of your service information is to move away from paper workflows and go to digital work instructions – instantaneous access, up-to-date information.

How to make service information relevant

The best way to ensure that your service information is relevant is by connecting your technical publications back to your engineering and manufacturing content creators.

What do we mean by that?

Your work instructions, service manuals, operation guides, and bulletins all come from files you have on hand. So why shouldn’t they directly connect to and show operators and technicians accurate and relevant information about what they do?!

Furthermore, if your current service processes involve the need to find and locate product information before your technicians start the job, you end up losing valuable time.

It’s time to change that.

The way to make your service information more relevant is to have your instructions take your technicians down a specific product path. Using visual work instructions will allow your service teams to get specific information and insights that directly pertain to what they need.

By implementing technology that can cross-reference technical publication content, you can be sure your service information will always be relevant no matter the task.

The technology available today even has features like ‘work process selects’, to route directly to the correct tech pub content. Even better, it also has the ability to navigate to cross-referenced content such as DITA, XML files, images and more!

Simple solutions on the market today can even provide service technicians and operators with the ability to immediately start on a service task. With the help of technology, such as a digital device or a handsfree headset, service technicians can instantly receive relevant work instructions at their fingertips… or eyeballs… by simply scanning a barcode.

Your service information should be accurate and timely, and the best way to make that possible is by directly connecting all the files you currently have! It’s that simple.

How to make service information accessible

Making service information more accessible has everything to do with the use of digital devices such as mobile or wearable devices.

By using mobile or wearable devices, workers have the ability to instantly connect directly to work processes and even existing tech pub source content. Every organization has the ability to make service info easily accessible to the extent that the company wants.

For instance, you can easily make any information accessible and relevant now with a connected Industrial IoT environment. By using Wi-Fi and cellular connections, technicians have the ability to connect online to whatever the most relevant information is.

Your path to better service information

Please contact us to see how Industrial AR can be used to connect and reuse existing technical publications and content. We have the know-how, technology, and team to help you take your digital transformation to the next level, decrease service and manufacturing errors, and improve the way you distribute technical information.

Watch this video to see EAC’s solution for converting work instructions to digital AR experiences with AR Instruct.