Category

Service Lifecycle Management (SLM)

JCB JS290

Telematics Helps JCB Ride Market Growth

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

Earthmoving and construction equipment company JCB has high aspirations. The world’s third-largest construction equipment manufacturer by volume, is banking on the strong Indian construction and agricultural sectors to drive market growth.

JCB India’s 2016 revenue and sales volume grew almost 40% over 2015. With the Union budget of India for 2017-2018 focus on additional investments in farming and infrastructure building, the company hopes to experience strong growth in 2018, albeit not at the same levels as a couple of years ago. Read More

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

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

Artificial Intelligence or Real Stupidity?

By | AI and Machine Learning, 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)

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