The internet of things and the capability to connect to the internet suddenly brings all kinds of new implications for products and their value. The internet of things is fundamentally changing how products function and how customers derive value from them.
How the internet of things is changing products and impacting what customers perceive as product value
Products today are becoming a combination of physical components, smart components, and connectivity components. Each of the 5 layers of the IoT stack plays a role — core product infrastructure, sensor systems, connectivity, analytics, and smart applications on an IoT platform.
While all three elements — Strategy, Connected Things, and true IoT platforms — seem somewhat elemental, balancing these will be central to the success of any IoT enabled business initiative.
For instance, look at a simple product, such as the light bulb. What is the product? In this case it’s the light bulb itself. What is the value of the product? I’m not talking about the monetary value, but rather the reason, need, or problem that drives the product purchase in the first place.
You might say in this specific case, the value of the product is the light that it provides, the illumination it creates, or perhaps the extension of functional hours it delivers.
What if we were to add connectivity to the product? By using an app on a device that controls the bulb via Bluetooth connection, you could now change the color of the light remotely. You could control the function of the light bulb with the sound of your voice. You could use the products new functionality to simulate the sunrise and replace your alarm. You could even sync the bulb to reflect your fluctuating stock prices! There’s a host of applications now available – just for a single light bulb.
Revisiting the original question, evaluating your new connected light, what is the product? Is it still just the bulb? What about the app that controls it, or the device that supports the application? It’s really an interesting question to consider. It’s really an interesting question to consider. For this same connected product, let’s talk about its value.
Again, I’m not talking the connected product’s monetary value, but rather the reason the product would be purchased in the first place. Would it still be just for the light or illumination, or is it the array of colors, new features and functionality? The fact of the matter is – the value of the product has changed. The connected product now adds value in the form of light, remote control, entertainment, and even overall experience.
Products and their value are changing
As a consumer shopping for an original bulb, you were most likely looking for a certain wattage or color (such as yellow or white) – not an experience. The connected product now adds value in the form of light, remote control, entertainment, and even overall experience.
Now that products are changing and you have systems of products: an app, a bulb, connectivity; the product value changes as well. You now have the ability to look for a light that can be synced to music or sound. A light that simulates the sunrise. A light that you can control from your device. You now need to weigh product value against a slew of new price points, features, and the support the manufacturer will provide over the years.
There’s no question that the value of products is changing because products themselves are changing. We’d like to help you map out this new world. If you’d like to do anything from brainstorm potential impacts to your business, develop a full strategy for IoT at your organization, create proof-of-concepts, or implement underlying technology… you’ve come to the right place.
We’re your partner in the ever-changing world of the internet of things.
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.
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.
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.