The Uptime Blog
Tags: electronic parts catalogue, parts catalog, field service, mobile, InService EPC, dvautier, fleet maintenance, electronic parts catalogs, epc software, complex equipment, mobile parts catalog
When it comes to complex equipment maintenance and repair, mobility is a key factor to success. According to an infographic “Delight Customers and Increase Profitability,” by SAP, an Enigma partner, mobility improves first-time fix rates, increases productivity, produces gains in profitability and is a key strategy for improving performance.
Customers Want More, Now
Customers are increasingly demanding more from their equipment service providers – OEMs operating in-house service and field service teams, dealership service departments, and independent service providers. Customers want faster, smarter, more extensive service to combat equipment downtime, and they want it NOW.
Although service providers recognize shifting customer expectations and are eager to respond, they are restricted by the technology available to them. The inability to remotely access service and parts information, and the limitations of mobile device operating systems present stumbling blocks to productive and profitable field service.
Mobile Electronic Parts Catalog Software Delivers
Just a few weeks ago Enigma announced InService EPC Version 5.5. It includes new advances in parts catalog software that help service providers tackle the challenges of field service mobility. It gives service teams the tools needed to meet customer’s demands head on.
The InService EPC Version 5.5 puts the power of a parts catalog where it’s needed most – in the hands of the service technicians. It works equally as well on a tablet as is does on a desktop or laptop. Five key features make InService EPC tablet compatibility advantageous:
- Mobility – full remote access to parts availability, pricing and service information
- Independence – browser and device independent
- Design – easy-to-use touch screen graphic user interface
- Viewing – ability to view, search with highlight and display pdf documents without additional software
- Technology – HTML5 and CSS3 compliant with Enigma 3C platform technology Improved Service Performance
Mobility – Tablet compatibility expands the mobile capabilities of service staff. It offers a fully functioning software application that gives field service techs access to all the same functions found in the desktop or laptop versions. Search for parts availability, pricing or detailed service information. View parts assemblies, add items to the shopping cart, and submit orders online.
Independence – InService EPC Version 5.5 is HTML5 and CSS3 compliant making it device- and browser-independent. Service technicians can use whatever device they want, wherever online connection is available. This cross-platform support is also useful for IT departments struggling to manage challenging BOYD issues.
Design – A sleek new interface is expressly designed for tablet use. Internet Explorer users won’t notice any changes to the user interface, but when you view version 5.5 on your team’s tablets using other browsers, you’ll experience a simple, easy-to-use design. The touch screen navigation eliminates the need for a mouse while maintaining the full application functionality. Service technicians have all the information they need – literally at their fingertips.
Document Viewing – InService EPC Version 5.5 features built-in streaming pdf viewing. No plug-in is required. There are no apps to download. View, search and get highlighted search results. Display pdf documents without additional software. Open multiple windows to compare models, share e-notes, or get detailed parts information with fly-out boxes when hot-spotted items are selected.
Technology – Version 5.5 is based on our proven 3C Platform technology, and incorporating international programming community standards. It conforms to the latest HTML5 and CSS3 standards making it a powerful and robust mobile application supporting multiple types of rich content formats.
InService EPC Version 5.5 is true mobility without compromise – the power of a desktop with the portability of a tablet. It makes increased mobility a reality for service teams looking to improve performance and is leading the transformation of the field service industry.
Last week Enigma introduced our InService® EPC Version 5.5 electronic parts catalog. The new release includes two key features – tablet compatibility and dashboard reporting. It also contains enhanced performance, improved functionality and more detailed administrative control with the ability to broadcast messages to users system wide.
While all the system updates are cause for excitement, one feature creating buzz with top management and executives is the new Dashboard Reporting function, designed for executive-level monitoring. It captures data trends of electronic parts catalog activity and visually represents them in an easy-to-read chart format by highlighting pre-defined key performance indicators (KPIs). Dashboard Reporting arms OEM management with real-time, data-driven insights to optimize aftermarket service and parts revenue.
Jonathan Yaron, CEO of Enigma, describes the Dashbord as “…an important executive management tool that uncovers user trends as the OEM in-house service teams and dealer service teams support complex equipment. It is a real game changer for OEMs looking to improve customer/dealer support and increase aftermarket parts revenue”.
InService EPC Version 5.5 comes pre-loaded with nine dashboard charts that highlight key performance indicators for processes, products, people and purchases:
Processes Trends - Monitor Service and Parts Processes (activity)
- Activity Trend. Utilization of EPC system
- Activity by Role. Utilization of EPC system by job type (user role)
Product Trends – Identify Product Trends
- Top Usage Models. Number of documents assessed per model (high)
- Top Usage Models by Number of Users. Number of users researching each model
- Top Usage Serial Numbers. EPC utilization time by serial number
- Mean Time Work on Machine (S/N) Distribution. Mean time of EPC utilization by serial number
People / Purchase Trends – Influence People and Generate Purchases
- Submitted Carts Trend. Number of shopping carts submitted by date
- Total Amount of Submitted Carts. Value ($) of shopping carts submitted by date
- Abandoned Shopping Carts. Number of shopping carts abandoned by date
The Dashboard Reporting feature lets executives and management:
- Gauge the impact of InService EPC on service and parts business and identify opportunities to capture revenue
- Determine which product models generate the most/least EPC-driven service and parts activity and identify quality and training issues
- Identify which serial numbers are generating the most EPC-driven service and parts activity and identify quality and training issues
- Measure the impact of the EPC system on capturing parts orders/revenue and facilitating online transactions
- Measure the number of lost parts orders due to shopping cart abandonment
The InService EPC Dashboard Reporting feature adds a layer of business intelligence not found in other electronic parts catalog software. It brings clarity and visibility to previously undetected processes and products and gives management the tools to influence people and parts purchases. OEM executives are able to evaluate and optimize aftermarket service and parts processes—those recurring activities that drive the most profitable part of the business.
Dashboard Reporting helps monitor service and parts processes, identify product trends, and track purchases. This allows OEMs with dealer/distributor networks to measure buying habits of those networks while OEMs with their own field service teams to evaluate staff efficiency. The Dashboard helps companies gauge the impact of the EPC system on either dealer or field service and parts business and capitalize on opportunities to realize untapped revenue. It is a real-time, data-driven competitive advantage that helps OEM executives capture more of the aftermarket parts market.
If you’re an existing Enigma InService EPC customer, or if you’re considering moving to an electronic parts catalog from a paper system, contact us to learn more about our Version 5.5 release with the mobility of tablets and Dashboard Reporting.
It’s here. The latest release of InService EPC Version 5.5 is now available. Our programmers have been working hard to deliver the next big innovation in electronic parts catalogs – and Version 5.5 delivers. There are two key features that make InService EPC Version 5.5 a ground-breaking advance in parts catalog software innovation – mobility and business intelligence.
Mobility – a More Productive Tool for Service Technicians
Service technician mobility is a hot topic. OEMs operating in-house service and field service teams, dealership service departments, and independent service providers are demanding more from their parts catalog software. Service technicians want:
- Mobility – full remote access to parts availability, pricing and service information
- Browser and device independence
- Easy to use touch screen graphic user interface
- Ability to view, search, highlight and display pdf documents without additional software
InService EPC version 5.5 with tablet compatibility gives them what they need. It expands the capabilities of service staff with a user interface expressly designed for use on a tablet computer. It provides a fully functional application, touch screen navigation and convenience of tablet mobility.
This latest release is HTML5 and CSS3 compliant making it device- and browser-independent so service technicians can use whatever device they want, wherever online connection is available. It features built-in streaming pdf so users can view, search with highlights and display parts and service information without an outside pdf viewer. No additional plug-ins or apps are needed.
The new release makes increased mobility a reality by allowing service technicians to access the service and parts catalog wherever they are on whatever device they choose. It’s a tool that helps service technicians be more productive, mangers reduce service maintenance costs, and customers increase complex equipment uptime.
Business Intelligence – a More Productive Tool for Managers and Executives
One thing that every executive craves is Big Data Business Intelligence. That’s exactly what InService EPC Version 5.5 gives them with the new Dashboard Reporting feature. It arms OEM management with real-time, data-driven insights to optimize aftermarket service and parts revenue. The Dashboard Reporting feature is a newly created executive management tool for Enigma InService EPC customers. It captures data trends of electronic parts catalog activity and visually represents it in an easy-to-read chart format by highlighting pre-defined key performance indicators (KPIs).
It’s a highly effective business intelligence tool that:
• Organizes and presents executive level data
• Highlights key performance indicators
• Brings visibility to undetected service and parts trends
• Provides real-time, data-driven competitive advantage
Dashboard Reporting lets executives and managers measure the effectiveness of a company’s services and parts operations so they can evaluate service and parts processes, indentify product trends and drive parts purchases.
In addition to mobility and Dashboard Reporting, Version 5.5 also includes other strategic upgrades to the interface, performance, functionality and administrative InService EPC control:
- Mobility – Browser and device independence on a fully functional application designed expressly for mobile tablet use
- Executive Reporting – Introduces the InService EPC Dashboard feature that visually represents data in an easy-to-read chart format by highlighting pre-defined key performance indicators
- More Intuitive User Interface – Redesigned to be consistent with latest e-commerce practices including shopping cart location and more descriptive search results
- Enhanced Performance – Faster processing of catalog revisions and faster graphic user interface
- Improved Functionality – Delivering more detail in part descriptions and more flexibility in assembly structure
- More Detailed Admin Control - Ability to broadcast “What’s New” messages on the main page of the EPC, and the ability to limit user modifications to item descriptions and price
The InService EPC Version 5.5 release is the latest example of Enigma’s ongoing commitment of continued research and development that supports our customers’ service and parts business today and anticipates their needs tomorrow. It’s a philosophy we take seriously in our efforts to provide exceptional support for the service of complex equipment.
Enigma is the most advanced electronic parts catalog software on the market, used by OEMs worldwide, to facilitate parts lookup, sharing of service, sales, and related maintenance information, and parts ordering through deep integration with our customer’s enterprise resource planning (ERP) systems.
That’s the suggestion of Bob Williamson, contributing editor for Maintenance Technology, who published an interesting article titled “How to Improve Maintenance.” In it, he suggests that “implementing maintenance activities in the hopes of improving performance often misses the mark.” Simply implementing a new maintenance procedure or program alone does not guarantee results. Changes in maintenance have to be observable and measurable. Without a means of measurement, it’s difficult to determine if the activity resulted in an improvement and is worth continuing.
Bob looked at a number of maintenance activities – some that resulted in benefits and others that resulted in failures. He concluded that effort should be first spent in those areas that result in solid measurable results.
The article made for interesting reading as it reinforced what Enigma has experienced in the maintenance marketplace over the years. Companies absolutely know that maintenance is an area where improvements can (and need to) be made. This is especially true given the current economic climate where cost-cutting and profits are at the top of everyone’s agendas. The challenge though comes with implementation – not all companies know how achieve solid measurable results.
So how can companies achieve efficiencies and improvements in maintenance?
For many, streamlining maintenance processes seem like an intuitive place to start. But that alone may not be enough to produce measurable results, especially if companies have lots of disparate systems that don’t support the new streamlined processes. On the other hand, introducing new systems without looking at the processes themselves is equally as ineffective. Enigma has found that the most productive path to maintenance improvement success is through the combination of process evaluation along with the adoption of the appropriate maintenance technology.
We reviewed the list of Bob Williamsons planned maintenance activities to see how well Enigma’s software offerings address systematic maintenance inefficiencies. We compared results from using InService MRO while considering “failure modes” commonly associated with maintenance improvement:
- Failure modes: Inaccurate, incomplete, or vague work instructions; lack of training and/or accountability to follow instructions; sub-standard replacement parts…
- Our solution: Ready-availability of up-to-date, detailed OEM or Operator work instructions that support the maintenance tasks; option to include training materials alongside the maintenance instructions or parts information so that mechanics have all relevant information at hand – whether working at a base or remotely.
Predictive or Condition-based Maintenance
- Failure modes: Improper data collection; insufficient analysis, reporting and trending; lack of timely corrective action; deferring recommended maintenance interventions.
- Our solultion: Option to integrate with equipment diagnostics systems to help drive condition-based fault tracing, leading to rapid corrective action; ability to gather mechanics or field service inputs to feed back to the primary system of record and assist in building up a true knowledgebase of cause/action analysis.
- Failure modes: Lack of defined and integrated maintenance work processes; software & system functionality a priority versus desired maintenance work processes; limited end-user input.
- Our solution: Have the “know-how” of maintenance tasks linked to the planned maintenance tasks so that users have access to both the planned maintenance information (hours, skills etc.) and the technical details on how to perform each work process; ability to capture end-user inputs ready for sending to the Maintenance System, thereby ensuring that a knowledge-base of expertise is being built up within the organisation.
Total Productive Maintenance
- Failure modes: Lack of focus on eliminating major equipment-related losses; overemphasis on operator-performed maintenance; limited interdependent application of five basic TPM “pillars.
- Our solution: Integration with other interdependent applications and incorporation of operator-specific processes and procedures in a way that support the operator’s way of working and lead to improved equipment effectiveness.
- Failure modes: Generic craft skills/knowledge training; little or no equipment and task-specific training; informal or unstructured OJT; seniority versus job-performance requirement based; not provided to operators; no performance demonstration or qualification.
- Our solution: Incorporation of training materials, ensuring that both online and offline mechanics have the support required to perform required maintenance in situ.
Based on our customer’s experiences, it is clear that InService MRO improves the maintenance process and provides real measurable results – so managers can focus on areas that are most effective – and mitigates failure modes for more sustainable gains. It provides critical process expertise and automation experience to improve preventive maintenance, predictive or condition-based maintenance, maintenance management, total productive maintenance and maintenance training.