Category

Service

Elevator Out of Service

An Elevator Pitch: IoT Improves Elevator Service

By | Internet of Things, Service, Service Lifecycle Management (SLM), Service Technology | No 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

Laughing Fool (Possibly Jacob Cornelisz van Oostsanen ca. 1500)

Artificial Intelligence or Real Stupidity?

By | Service, Service Lifecycle Management (SLM) | No Comments

Some years ago, I was involved in developing artificial intelligence (AI) expert systems. I built expert systems to troubleshoot failures in highly engineered systems such the General Eclectic T700 turboshaft engine, a commercial high-volume photocopier, a blood chemistry analyzer, and similarly complex and difficult to diagnose and repair systems.

Xerox Corp. was looking for an artificial intelligence solution to support field service operations. The finalists were my company and another diagnostic expert system company that used similar AI technology.  Unable to determine which systems offered a better solution, Xerox decided to conduct a rigorous and objective evaluation by holding a double-blind face off between the two expert systems. Read More

Airstream by Ralph Goings (1970)

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 | No 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