To stay ahead of competition, many manufacturing organizations are beginning to track product data and processes. Ultimately, when you do this you are initiating a digital transformation in your company.

Digital transformation is when you use digital technology to create new and modify existing ways to deliver value to customers. Learn more about the impact of digital transformation and where it can take your company in our latest blog, Digital Transformation is Happening Now.

You may want to consider the same if you are currently:

PTC PLM enables a digital thread that connects all phases of the product life cycle critical to any discrete manufacturers’ digital strategy. One very important place to start your digital transformation journey is with your technical documentation.

Service Content Challenges

With traditional word processors, authors are forced to manually maintain service documentation. This method proves difficult to manage content reuse and authoring practices across an authoring team.

Authors will find themselves manually typing standard content rather than reusing the same verbiage across multiple service documents. Document formatting and styling may vary depending on the author and who published the document leading to overall inconsistencies.

When documents need to be published and delivered in a variety of different formats, the overall styling of the document will have to be modified to deliver the desired look and feel. 

Format modifications can be difficult and time consuming in standard word processors. 30-50% of a traditional author’s time is spent manually laying out the pages and overall text formatting. Due to authoring inconsistencies in verbiage and formatting, technical documentation from product to product may vary and may confuse the end consumer.

Service Content: Create, Manage, and Deliver

CREATE

MANAGE

DELIVER

Arbortext: Dynamic Authoring & Publishing Solution

PTC’s Arbortext Suite is an end-to-end, dynamic publishing solution streamlines how organizations create, manage, and deliver technical publications.

Arbortext provides the capability to define, author, illustrate, manage and deliver dynamic product information in the user’s preferred language and format.

Authors have the ability to create product-centric information which enables the delivery of contextual, up-to-date product and service information in the forms of interactive service procedures, illustrated parts lists, operator and service manuals, and product training materials.

The resulting efficiencies drive documentation quality while reducing costs and improving the ability to provide accurate, timely, accessible content that is customized to the needs of the user for improved customer satisfaction.

Arbortext offers the seamless integration that enables you to create, edit, publish and manage XML content. A content enablement system capable of facilitating the deployment of a huge range of media, translated and delivered in real time.

With Arbortext, you’ll have the confident assurance of data intelligence of one smart system. Within the complexity and demands of the global marketplace, Arbortext (powered by PTC Windchill), makes smart content management simple.

At EAC, our Product Development Information Services team helps you deliver accurate product and service information quickly and efficiently. We recognize the challenge in producing accurate technical publications on time and on schedule.

Learn more about Arbortext on our website.

There are many benefits of AR (Augmented Reality or Assisted Reality) and digital work instructions, but the idea of digital transformation can seem overwhelming. This article talks about why many organizations are starting to consider digital work instructions, and the benefits augmented reality (AR) can bring.

As organizations begin to deploy applications at scale, they often realize that AR presents both opportunities and challenges. Creating compelling AR experiences for an enterprise has historically been difficult, limiting the reach of how much and what can be deployed.

Despite the occasional challenges, organizations continue to explore the new possibilities and value AR can bring to service, operations, engineering, and manufacturing.

For starters, if you’ve made a heavy investment in technical publications or technical documentation, odds are you have a lot of content in a multitude of systems and formats such as Arbortext, DITA, or even S1000D. This has most likely occurred over a long period of time and leveraged a lot of resources.

With all the resources, time, and energy put into your technical publications the idea of ‘going digital’ or moving towards ‘digital work instructions’ can be daunting.

So why is there currently so much ‘hype’ about pairing Augmented Reality with service or manufacturing, and what benefits can it bring to your organization?

Well… there are a lot of reasons for taking on digital work instructions, or even hands-free work instructions, that can be projected by a head-mounted tablet, a headset, or even an iPad or cellular device. And quite frankly, there are a lot of practical applications throughout an enterprise that can benefit from up to date content delivery and process/quality control.

Augmented Reality relates to the new workforce

If you look at manufacturing plants, assembly facilities, and at the service world as a whole – these groups of people are aging. This means that the manufacturing skills gap is widening.

In fact, there’s quite a bit of turnover happening which is starting to make it difficult for organizations to find competent, qualified replacements.

Studies show that over the next decade, due to economic expansion and the surge in baby boomer retirement, nearly 3.5 million industrial jobs will be needed, and 2 million are expected to go unfilled.

For instance, if you look at an aircraft assembly worker today, most are going to be older guys and gals. They’re used to doing things with physical resources (such as paper for example).

But if you’re looking to replace one of these retiring workers, your replacement is most likely going to be someone used to consuming his or her information through technology devices like iPads or mobile phones. A bonus, however, is that these individuals are more likely to be very open to new technology such as a head-mounted tablet.

The fact is, in most cases, we are talking about entirely different generations of our workforce. The way they consume, process, and work with new information will be entirely different than veteran-ed workers.

It is in your best interest to get these new-aged workers up to speed as quickly as possible. An excellent way to do that is to use delivery methods familiar to younger generations.

This is one of the many reasons companies have begun to explore augmented reality (AR).

Best-in-class organizations realize the benefit of investing in ways to get new workers up to speed as quickly and efficiently as possible.

AR for field service

Many organizations see “field service” as an excellent starting point to implement AR. There are a lot of time savings for service personnel when you go from paper to digital. This is why companies across the board have made the decision to go into a paperless environment.

The upside of AR is readily apparent when inspecting how someone attempts to execute specific detailed tasks on a shop floor. This almost always involves going back to paper instructions which in turn, takes time and wastes a whole lot of resources; hunting for documentation, going to-and-from workstations to document cabinets, etc. This compounds as workers switch tasks.

Augmented Reality provides cross reference materials

By simply enabling a workforce to digitally access resources, an organization can save time, proactively improve processes, and more effectively manage quality.

Augmented Reality allows workers to very quickly and efficiently cross-reference material and pull up related images, user guides, bulletins, and other content. All without leaving a workstation or job site.

For example, if a service technician was to get lost while using a paper instruction manual and he or she didn’t know the next step, AR provides a solution.

With an augmented experience the service technician can link directly back to technical information to read further into a problem that perhaps wasn’t included on the paper instruction manual or was somewhere else.

AR helps track detailed project status

Because AR is simply a delivery mechanism, it can be configured to interact with multiple databases and content sources. Project and task authentication and sign-off requirements can be delivered to workers through their devices but managed digitally at the edge or within discrete systems.

This means there’s a detailed digital trail of the work that’s been done and being done by each individual service technician.

Therefore, if a service task were to get interrupted, someone else on the team could pick up where the previous technician left off – knowing that the all the steps in the work instructions have been completed and signed off by the last worker.

Process and quality control benefits of AR

Some AR solutions even provide the added benefit of recording the time taken to complete a specific step or entire task. It provides insight into possible areas for training or process optimization.

In other words, it can help an organization notice discrepancies between expectations and execution – ‘as written’ and ‘as executed.’

You open the door to many closed-loop quality control improvements when you have insight into, and a digital signature on every completed task.

Hands-free work environment

Both head-mounted tablets and phones can be operated in a hands-free environment.

Handheld devices scan activated QR codes to read instructions. This allows operators to maneuver hands-free while the instructions are being read to them.

By using a head-mounted template environment, you can verbally communicate with the instructions on the head-mounted tablet without ever having to look away from work, or wake up a tablet or phone.

The return on investment for AR

The upfront costs are often the most expensive part of this piece of this digital transformation journey. Whether implementing a full-scale enterprise deployment or a proof-of-concept, you’ll often need to lay the same foundation of supporting technology. But it is worth it.

Talk with us if you’d like help figuring out a ballpark investment to get AR going at your company.

The ROI is tangible and real. For instance, AR solutions can easily save a $60,000 fully loaded resource 8 to 12 minutes a day by replacing paper and disjointed processes. That turns into four hours a month, forty-eight hours a year. That’s more than $1,300 per year in savings for every worker. The ROI quickly goes up proportional to the number of users added to the system.

Conclusion

I’ve made my case. But it doesn’t change the challenge I brought up at the beginning of this article. Moving, converting, and re-authoring legacy technical documentation is daunting…

Or is it?

We have a solution. It’s called AR Instruct™. Watch the video below to get an idea of what it is and how it could help you.

AR Instruct™ is an application that takes an existing product, assembly, service, and other technical information (in formats like DITA, XML, Arbortext, S100D, etc.) and dynamically transitions it to be displayed in a digital work environment. We aren’t talking about publishing a PDF on an iPad either.

AR Instruct™ publishes fully interactive experiences complete with voice commands, step management, graphic viewers and all.

You should do two things after reading this article – 1) Request a demonstration and 2) Forward this on to the people in your organization responsible for publishing and managing work and service instructions.

Let’s talk about how technical documentation impacts field service procedures, high costs of inaccurate technical information, the root causes of service failures, and how to achieve high field service productivity and effectiveness.

Many of the fundamental issues in service occur due to inaccurate service information and technical documentation that is difficult to understand.

We have all been in a situation, at least once, that involved failure to deliver a service as promised. Why? It’s because all brands and businesses make promises! But the truth is… service issues happen

When service fails to deliver on promises, or a buyer experiences poor customer service, the result almost always ends with lost customers, canceled subscriptions, and tarnished brand reputation.

The impact of a service failure can be devastating. Let’s talk about the root causes impacting service issues and failures

The impacts of service issues

The greatest influence on service almost always has to do with one thing; technical documentation. By technical documentation I am referring to tech pubs, standard operating procedure documents, service instructions, maintenance manuals, guides, work instructions, procedures, bulletins, etc.

I’m talking about anything and everything that is provided to help assist and guide service technicians. Many of the fundamental issues in service occur due to technical documentation, let’s talk about why.

Technical Documentation and Field Service

Today many field service and manufacturing organizations rely on traditional time-intensive methods to develop and deploy technical documentation such as service procedures, work instructions, guides, manuals, etc.

But the fact is – oftentimes the tech pubs, guides, and manuals that are created, aren’t even read (or in some cases even used) by field service representatives for which they were designed!

In addition, technician instruction manuals and documentation designed to be used in field service are often out-of-date. This is due to the high maintenance and distribution costs to create, maintain and produce continually up-to-date field service documentation.

This issue compounds as products become more and more complex in response to ever increasing customer demands for innovation and customization.

This rise in complex products has resulted in complex service and maintenance procedures, affecting and influencing inaccuracies in technical writing and documentation. As the demand for complex maintenance and service procedures increase, technician efficiency decreases due to more time being spent searching for the correct service information in a format that can be used on the field. This often results in repair and maintenance delays.

When service technicians encounter unfamiliar problems and don’t have reliable service information to solve a problem, the need for repeat service visits increases. There are many major negative consequences from these situations.

For example, a customer might experience equipment downtime. This downtime impacts both the service provider, as it inflates the cost of service, as well as the customer, as they lose productivity.

The high costs of inefficient field service

For you, as a service provider, the consequences of poor service information, complex products, and poor technician efficiency can drastically impact your costs of service in a number of ways.

For starters, let’s assume you work with service contracts. Service contracts often contain elements such as equipment up-time clauses. In the case you were to unintentionally breach one of these ‘set clauses’, it’s fair to assume the organization would face undesirable penalties and costs.

Take a deep breath. All is not lost. The added costs from inefficient service strategies are completely avoidable!

Repeat field service visits also drastically increase business costs. Multiple repeat visits to service products quickly increase costs and become very expensive. This is why many organizations seek to avoid repeat service visits at all cost.

A rarely considered cost-driver for service stems from difficulties comprehending poorly written, inaccessible, and out-of-date technical documentation.

When service technicians are unable to easily identify which spare parts are required, they often order multiple parts in hope that one will be correct. This results in high part returns, and handling costs. Not to mention, the need to hold more parts in stock from inflated orders (the bull whip effect), also affects parts inventory.

The skills gap is also increasing the cost of inefficient service.

“Faced with continuing economic expansion and retirement of baby boomers, the US manufacturing industry is looking at a potential shortage of 2.4 million workers in the next decade.” – 2018 Deloitte & The Manufacturing Institute skills gap study

To put it in perspective, a large portion of our workforce is approaching retirement soon. This is causing the skills gap to widen. With the loss of tribal knowledge, access to consumable expert knowledge becomes increasingly necessary.

New and inexperienced technicians have repeat service visits which cause an organization to face higher training costs, while overburdened experienced staff members are forced to train and pick up the slack for newer employees.

All of these things impact customer satisfaction. These conditions damage service reputations for both an organizations product, as well as, service contracts. Most importantly, all of these scenarios impact an organizations ability to retain customers and garner repeat business.

Sometimes you need to break down the barriers between product development and operations.

How to gain high service productivity and effectiveness

In order to obtain high technician productivity and effectiveness you must re-evaluate your service methods and procedures

Increase technician comprehension with accurate AR work instructions

To increase technician comprehension, look into concepts to create accurate, in-context augmented reality (AR) work instructions that overlay digital information onto a physical product.

Establish accurate part identification

Consider implementing accurate AR experiences so part identification, replacement and ordering are easy and accurate.

Enable remote real-time work instructions

Enable expert technicians to give remote, real-time guidance on physical objects using assisted reality tools like Vuforia Chalk.

All of these help service organizations create a more flexible, agile, workforce. These changes result in increased equipment uptime and productivity. They result in happier customers and more empowered workers.

Most importantly – you can start implementing these benefits today. All the technology currently exists. We would love to work with you and your organization to understand your service operations goals and map a path forward.

The aging workforce crisis is affecting field service companies in a huge way. Kris Oldland, a B2B author, wrote an article for Field Service News called The Aging Workforce Crisis Is Not Only Real But It’s Here – How Are We Going To Resolve It?. Oldland’s research found that 53% of field service companies believe that replacing an aging workforce is a challenge for their organization.

Here’s how we should be addressing the aging workforce – by protecting older generations.

Protecting older generations

According to a report written by the United States Senate on ‘America’s Aging Workforce’, challenges such as age discrimination, inadequate training opportunities, and working while managing health conditions and disabilities are making it difficult for older workers to thrive in the workplace. Not everyone is ready for retirement – whether it’s due to financial reasons or they’re just not ready to stop working. It is projected that by 2026, working individuals that are 55 and older will make up 24.8 percent of working Americans – which will account for almost one in every four American workers (United States Senate, America’s Aging Workforce).

So how can field service companies help protect older generations from losing their jobs due to these challenges? We don’t need to ‘replace’ the aging workforce – we can still leverage their vast amount of knowledge and experience. Service organizations should be leading the way by providing solutions for older generations to continue working by eliminating or at least significantly decreasing travel time and cost it takes to service equipment on-site.

How do you do this? Provide your employees with an augmented reality (AR) tool such as Vuforia Chalk.

What is PTC Vuforia Chalk?

PTC’s Vuforia Chalk is built on the Vuforia AR platform technology from PTC. You can draw digital annotations on your device that accurately anchor to physical objects in the real world so that the receiver of your communication through the app knows exactly how to solve the problem via your instructions.

Vuforia Chalk allows field service technicians to help customers without having to travel to get to them. Chalk is an app that empowers service technicians by providing them with instructions and guidance they need to quickly solve technical challenges. Both experts and technicians can accurately mark up live views to highlight details or guide multi-step solutions.

Chalk marks where you instruct on the screen, leaving ‘still’ marks where you’ve placed them, even if you’re moving your device around. You can move your device out of view, and your chalk marks will still be seen drawn where you put them.

AR is one of the fastest growing segments in the market, allowing Chalk to easily launch as an app that service companies are immediately attracted to. Organizations are seeing that the investment draws in new levels of workforce productivity and efficiency for those that can work remotely and cost-effectiveness for less money spent on travel.

How can AR help with remote assistance?

Older generations are easily able to learn PTC’s Vuforia augmented reality tools as something that can be incorporated into their service processes.

Our recent webinar called, Vuforia Chalk: Powerful Remote Guidance at your Fingertips, gathered valuable survey information from our attendees: 50% of our respondents told us that their service technicians on average travel 50-100 miles radius from where they work to get to service calls, and the other 50% of respondents told us that they travel more than 100 miles to service their customers.

Think of the costs incurred with that kind of travel. The back and forth communication, the talk with human resources to plan the trip; the expenses of a rental car and/or plane tickets; the time lost to work due to travel; et cetera. The list goes on and on. When, in reality, you can use a simple AR app remote assistance app such as Vuforia Chalk to problem-solve from the comfort of your own office or home.. or anywhere for that matter.

When we asked our webinar attendees if ‘the availability of an office-based remote-expert role would increase the retention of retiring technicians and their knowledge’ – Fifty percent said ‘Yes’, and the other fifty percent said ‘Maybe’. Become a leader in the field service industry and offer your aging workforce the chance to work remotely. After all, there’s a one in four chance that the aging worker could be your grandparent.

Download the free trial of PTC Vuforia Chalk today, to see if this could be a tool that could keep older generations from feeling any repercussions of the aging workforce. Contact us if you’re interested in Vuforia Chalk.

Imagine if you could manage quality, reliability, and risk at every stage of your product’s life cycle. You could reduce costs, speed innovation, and enhance next generation products. PTC’s product lifecycle management (PLM) software, Windchill, lets you do just that. 

Want to see an example of how Windchill software is used? See how Virnig Manufacturing uses PTC Windchill to change the way their data is delivered within their organization.

Already using Windchill and need help with admin and support? You’ll want to check out our Alliance Program,  provided to our customers for on-going technical support, business process consulting, and mentoring services on a monthly basis.

Already using Windchill but you or some of your team member don’t use it often, therefore, it gets confusing? You’ll want to check out our role-based apps for casual Windchill users – EAC Productivity Apps or ThingWorx Navigate will help you.

Don’t know what the heck PTC Windchill is? Then read on.

What is PTC Windchill?

PTC Windchill is a product lifecycle management (PLM) application suite that leverages a consolidated view of product information through multi-system data. It’s a systemic enterprise wide approach to maintaining product and process quality throughout the entire product lifecycle. 

PTC Windchill PLM software provides a complete functionality dimension to help organizations capture product structures from computer-aided design tools, transform them into full engineering bill of materials (eBoMS), to manufacturing bill of materials (mBoMS), to service bill of materials (sBoMS) all while retaining the linkages between different perspectives on the product. Windchill solutions break down organizational barriers, allowing teams to work faster and more accurately all while reducing time-to-market and cutting costs.

The Windchill Product Lifecycle Management system can help streamline your product development and service information processes. It’s a system that can help your organization create better products, with more variations, faster, at a lower cost. As a manufacturer, your pressures are not only continual – they’re mounting. Your industry is changing. Your customers’ requirements are evolving. And your supply chain is constantly adjusting to compete in today’s environment. In the middle of all this, more is being demanded of you and your entire organization.

Windchill helps with exactly that. As an integral component of PTC ’s Product Development System, Windchill manages all product content and business processes throughout the product and service lifecycle. And it has a robust, high-performing architecture to help you today – and to prepare you for tomorrow’s uncertainties. Windchill provides a rich systematic approach for creating, configuring, managing and reusing product structures and associated content, such as CAD files, documentation, requirements, manufacturing information, service information, part/supplier data, calculations and illustrations.

Windchill can also play an important role in increasing your company’s competitiveness by allowing continuous improvements and automation of business processes and procedures. Windchill is an integral suite of products that address the needs of product development. The Windchill family is composed of products that help support product data management, collaboration, product analytics, service information, product quality, and integrations. Check out the PTC Windchill Data Sheet to learn more.

PTC Windchill Cost

PTC Windchill made updates to their PLM packaging and pricing – which means you can customize dashboards and product data more than ever before at a cost that makes sense for your organization. Here is a breakdown of the new PLM structure.

PTC Windchill Certification

Once you’re ready to purchase the software, you’ll need to make sure it’s learned and understood in a timely manner and without frustration. We have a few options:

Short-Term Support: EAC’s Product Development System Services Team has a long track record of successfully implementing Windchill products.

Long-Term Support: Check out our Alliance Program – EAC’s PTC Windchill system administration and support services for on-going technical support.

Support at your own pace: Your team can get PTC Windchill certified by taking our classes we offer for end users and managers. Check out our training schedule.

The Windchill Products Explained: 

Windchill products are application modules that offer users specific sets of features and capabilities within the Windchill application suite.  Some of the most common Windchill PLM modules include: 

What is Windchill PDM Essentials? 

PTC Windchill Product Data Management (PDM) Essentials is built on PTC’s production proven PTC Windchill software. 

Windchill PDM Essentials simplifies data management activities by transparently incorporating them into the design process. It manages all forms of information such as CAD drawings, customer requirements, schematics and Bill of Materials (BoMs) that are generated during product development.

This modern product data management solution makes it easy to manage, share, and review your data. It’s finally possible to have a single view of the latest product data, along with tighter integration to major end CAD vendors, Microsoft Office, and desktop tools. Plus, it allows your users to save time with better version control, automated data release, and simple search capabilities. Learn more by reading the PTC Windchill PDM Essentials Data Sheet.

What is Windchill PDMLink? 

With an abundance of data dispersed throughout your organization, how do you maintain the integrity of your product information when multiple people are working on the same files? The solution is easy – Windchill PDMLink. 

Windchill PDMLink is a Web-based, industry-proven Product Data Management (PDM) system that supports geographically dispersed teams while managing critical processes such as content, change and configuration management. Windchill PDMLink maintains the integrity of your product information by storing master data in a secure area where you can control, monitor, and record all changes. 

When a change is made to your data, Windchill PDMLink stores a modified copy of the data, signed and dated, in a secure area alongside the old data, which remains in its original form as a permanent record. In addition to providing change control management, Windchill PDMLink enables you to manage your product’s release cycle as well as its configuration. Check out the PTC Windchill PDMLink Data Sheet for more information.

What is Windchill ProjectLink?  

Windchill ProjectLink is a collaborative product development web-based environment that automates and tracks projects. 

ProjectLink provides a common workspace where you and your team can share and discuss documents and product structures, hold meetings, and communicate and track progress on tasks. From private exchange environments to public business to business (B2B) exchanges, ProjectLink is a secure web-based system that can easily be used in any collaboration environment.

It can also be used well beyond the engineering and manufacturing departments of your organization. Any project that requires team members to share electronic information such as writing annual reports to creating training materials, can be managed with Windchill ProjectLink.  For more information read the PTC Windchill ProjectLink Data Sheet here.

What is Windchill Partslink? 

Windchill PartsLink is a module for PDMLink that adds part classification-based features. 

PartsLink enables you to perform parametric attribute searching and manage your results through convenient navigation and searching. You can search parts by typing a free-form product description or a part number in the search criteria text box. You can browse the hierarchically organized structure of your parts using text and images. You can also refine your search by constraining parameters in a parametric search. 

Windchill PartsLink enables your team to perform similar part searches, expanding your search to look for matching parts that have parametric attributes that are within a certain percentage or absolute tolerance of the selected part. Additionally, you can export the result set to a file.

Many companies lack a comprehensive part search system and as a result they lose the benefits of reusing product components. Criteria-based searching limits the result set, which helps a great deal in reuse decisions. PTC Windchill PartsLink helps solve that problem. 

What is Windchill Quality Solutions? 

Depending on your specific Windchill Quality Solutions suite (Windchill Quality Solutions 10.1 Desktop, Windchill Quality Solutions 10.1 Administrator, Windchill Quality Solutions 10.1 Web Access) you may have access to one or more applications. 

Windchill Quality Solutions, the desktop version, is the cornerstone of the Windchill Quality Solutions suite. It is available in both the team and enterprise additions and is the feature rich windows application for all of your reliability and maintainability activities. 

Available in the enterprise addition you will also find Windchill Quality Solutions Administrator which provides you options for administrative controls including options to support secure login. 

Windchill Quality Solutions Web Access available specifically for Windchill FMEA infractions in the enterprise edition, allows you access for data entry, filtering, graphing, reporting and more. 

Is there other Windchill Software for product data management and process management?

Want to see a PTC Windchill tutorial to see the software in action? Watch this on-demand video of Windchill’s basic software capabilities.