Category

Service

Help! Movie Poster (The Beatles, 1965)

IoT and Software Support

By | Internet of Things, IT Strategy, Service, Service Lifecycle Management (SLM) | 4 Comments

You think IoT has Nothing to do with Software Support? Think Again!

You cannot escape the onslaught of breathless headlines about the rapid proliferation of the Internet of Things (IoT). You hear and read ad nauseam about a brave new connected world that is threatening to change all businesses as we know them.

These stories are usually accompanied by images of complex industrial equipment, giant oil rigs, and highly sophisticated jet engines.

If you are in software support you may dismiss these as not quite relevant to your business and daily activity. Some of you may even sigh in relief that you do not need to get to the bottom of the 4th Industrial Revolution and that your job is not threatened by these new technologies.

But if you do, you’d be wrong! Read More

Elevator Out of Service

An Elevator Pitch: IoT Improves Elevator Service

By | Internet of Things, Service, Service Lifecycle Management (SLM), Service Technology | 3 Comments

The Risk of Market Commoditization

For companies that operate in a commodity market, competing on price alone is usually a stressful and futile business strategy. When the only protection a company has against competition is lower price, an aggressive new entrant offering an even lower price for the same product or service can disrupt the business overnight, luring customers away from an established business that had nurtured customer loyalty for decades. Indeed, low-cost products and services often mean subpar quality and poor customer service, and by the time the newly-recruited customer realizes it, the damage has already been done and is difficult to reverse. As the old adage goes, it costs much more to regain a lost customer than to keep an existing one.

McKinley Elevator Corporation is a family-owned business that specializes in elevators, accessibility lifts and car lifts for homes, public facilities, and businesses. Even with reputation for top-notch customer service, the company is constantly at risk of losing market share to lower-cost competitors, and under pressure from elevator manufacturers seeking to drive down cost in a highly commoditized and price-competitive market. Read More

Airstream by Ralph Goings (1970)

Get Real: How to Build a Useful Augmented Reality Application

By | AR/VR, Internet of Things, Service, Service Lifecycle Management (SLM), Service Technology | 2 Comments

Gauging Value in AR Service Applications

You know I have been very vocal in criticizing augmented reality (AR) applications that, in my opinion, demonstrated too little business value.  You have heard (or read) me referring these as righty-tighty lefty-loosey systems.

From time to time, clients and attendees of my public lectures challenge me for guidelines to help them gauge the potential business value of AR applications. If a simple air filter replacement procedure isn’t useful, then what is? Read More

Blind Men and Elephant

Next Generation PLM

By | IT Strategy, PLM, Service | 2 Comments

Are you tired of hearing about a new “next generation” PLM software that promises a “different” approach to product development and an instant remedy to product development woes?  Or about a PLM software package that was “designed from the ground up to be web-based and cloud-ready” and therefore, presumably, will deliver better outcome?

I know I am.
Read More

Righty-Tighty, Lefty-Loosey

Augmented Reality and the Righty-Tighty, Lefty-Loosey Demo

By | Service, Service Technology | 2 Comments

Augmented Reality

Augmented reality (AR) technology seems like a natural fit for personnel performing intricate assembly, maintenance and repair jobs. AR technology is used to annotate physical objects by superimposing physical objects, in real-time, with virtual information from documents, databases and sensors to assist technicians in performing complex tasks. For example, the AR annotation layer could highlight a part to be replaced, identify special tools needed for the task, prescribe detailed work instructions, and display warnings about potentially hazardous materials and activities.

Unlike virtual reality, which replaces the physical world, AR adds information that augments and enhances the real-world experience.

Work on using augmented reality in industrial settings dates back to the 1990s. The renewed interest in applying AR in service and maintenance tasks stems from two converging trends. Read More