Mobile Application Integration Platform - For Data Collection and Cloud Computing Services

An increasingly large amount of data is being consumed by mobile handheld computers and Smart phones. This data can come from a wide variety of sources and be in many different formats including GPS, LBS (location based services), SMS, voice, Email, Video, digital photos, barcode scanning, RFID, voice memos, documents and Bluetooth data connectivity to a large variety of data collection tools and equipment. The data can come from many different ERPs, database applications and SaaS (software as a service) offerings in a cloud computing environment.

The demand for mobile applications and mobile devices to be able to consume all of these various data sources and formats creates a need for an mobile data aggregation platform for mobile data feeds. This data often needs to be integrated into a mobile application somehow so the data can be used by the mobile worker. Some of this data can be aggregated on the database server side and downloaded or streamed to the mobile device, but data collection equipment and some applications are connected directly to the mobile device. For example, a voice memo application, GPS reader and a barcode scanner may be directly connected to the mobile device. The results of the barcode scan and the GPS data may be synchronized with the ERP to identify an asset that is located at a particular location. A data collection form that helps document the condition of the asset needs to be integrated with a digital photo, GPS data, voice memo, barcode scan and the asset data downloaded from the ERP. All of this data once aggregated, can be updated and synchronized back with the ERP.

There are some data sources such as weather conditions, shipment tracking and currency exchange rates that may be available as web services. This data also may be required on the mobile device, and even incorporated into the mobile asset management application. How do you bring all of this data together from the server and from the data collected on the mobile device so it can be used by the mobile worker in the field? That is the challenge. It can always be done in a custom manner, but how can this be solved in a reusable manner?

Mobile applications need:

  • GUIs or mobile application forms that have an integrated data validation and business rules engine
  • GUIs or mobile application forms that include a mobile workflow engine associated with the screens
  • Mobile database and synchronization technology
  • Mobile data aggregation platform (this article)
  • Mobile business process platform and ERP integration so the mobile worker can be part of the enterprise business processes in the ERP even outside the four walls of the enterprise

There needs to be a design and development strategy and a solution that can aggregate all of the various web services with the feeds from data collection equipment on the server side and on the mobile device side. This will become increasingly important as additional LBS (location based services) and consumable web services become available.

A mobile application on a Smart Phone or ruggedized handheld has access to a great deal of data. The value of the data comes from aggregating it in a standard way that can be used to make good business decisions. Today this takes a great deal of custom software development for each application. It is time for some good mobile software developers to solve these problems.

If you would like to discuss this topic in more detail please contact or hire me :-)

***********************************************
Author Kevin Benedict
Mobile Computing, EDI and B2B Evangelist and Consultant
www.linkedin.com/in/kevinbenedict
http://b2b-bpo.blogspot.com/
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Mobile Workflows and ERPs

As mobile applications become more complex and sophisticated and used by large enterprises there will be an increasing emphasis and requirement for automated mobile workflows and supported ERP business processes. I wrote about mobile application support for ERPs in this article, but today I want to focus on the automated workflow on the mobile handheld computer, Tablet PC or laptop that is used in the field. ERP business processes and automated workflows have been supported within the four walls of the enterprise for decades, but they often don't extend outside the four walls to the remote jobsite and/or mobile sales and service processes. That is a big problem that needs to be addressed by mobile application vendors.

Let's begin by recognizing that it is often the service technician that is face-to-face with your customers. They are the face and personality of the service company. The actions they take, the words they say, the professionalism they display and the quality of work they perform all impact the customer's perception of your company and their willingness to continue to do business with and refer your business to others. Since the activities that happen in these remote and mobile jobsite environments can have such a big impact on your business, wouldn't it be important that you ensure the best quality work and presentation of your company? This is where automated workflows on your mobile devices comes into effect.

Let me now outline a process that you may want to consider when designing a mobile application for use in the field.

  1. Outline the tasks and actions you want each service technician to perform at the customers location. Examples - Greet customer by name, give business card, thank them for their business, ask about animals or children that my be in the work area, interview the customer about the problem, understand the customer's schedule, understand how the customer will pay, is there a warranty or service plan, provide estimate, complete work, get customer's signature, etc.
  2. Once all of the "best practices" tasks are identified for a generic service call, complete the same process for the other kinds of service calls you may have. For example: a warranty process has 11 tasks, an annual maintenance call has 16 tasks, an emergency system repair for HVAC equipment has 19 tasks.

Once you have identified and documented these tasks, your mobile application developers can design and develop these workflows to become part of your mobile application. Once in production, these mobile applications can direct and guide each service technician through the specific best practices that the company wants completed in a standardized manner in the field. As a result, quality and professionalism can be standardized into the company's customer interactions.

What does this process look like on a mobile handheld computer?

  1. The workflow processes should be a layer in the mobile application that is tied to a specific set of screens that go with the workflow. If the mobile application has multiple workflows, then the first step is for the service technician, or the service ticket itself, to identify which automated workflow is most appropriate for the needed service. This then launches the appropriate process/workflow on the mobile device.
  2. If the automated workflow consists of 17 steps/tasks, then this workflow will dictate that mobile form fields including check boxes, radio buttons and data fields are completed in the right order and with valid data entries.
  3. If the service technician skips a step an alert sound or pop-up message should guide the service technician to finish the process and continue it in the appropriate manner.
  4. Automated scorecards can also be created to monitor the performance of service technicians to the standards and detail any exceptions to the process so they can be analyzed for process improvements over time.
  5. Brief customer surveys can also be provided for the mobile handheld computer to tie the customer's opinion of the service provided with the exact service order and service technician. It is great to reward the service technician for work well done.

The mobile workflow process is specific to the role of the user and service performed. A recent report I read said up to 40% of workers are mobile. That represents a lot of remote jobsites and customer interactions. If companies want to ensure a high level of professionalism and quality customer interactions, then means of standardizing those processes need to be employed. As more and more of these mobile workers are equipped with Smart Phones and mobile handheld computers, these processes become easier to deploy.

For a related article read - http://mobileenterprisestrategies.blogspot.com/2009/10/mobile-application-integration-platform.html

If you would like to discuss this topic in more detail please contact me. I am available for SAP and Mobile Solution related consulting and permanent hire opportunities. My Linkedin profile can be found at http://www.linkedin.com/in/kevinbenedict.

***********************************************
Author Kevin Benedict
Mobile Computing, SAP, EDI and B2B Evangelist, Marketing and Business Development Consultant
http://b2b-bpo.blogspot.com/
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Airlines Make Some Improvement by Using RFID and Bar Codes on the Frontlines

In today's edition of the Wall Street Journal in the Technology section is an article written by Daniel Michaels called Airline Industry Gets Smarter with Bags - Carriers, Airports Use Scanners, Radio Tags and Software to Improve Tracking of Luggage. This article details some of the steps that airports and airlines are taking to use bar codes, bar code scanners and RFID tags to improve the tracking of bags. Why? Each bag that they lose costs them on average of $100 to return to the angry owner...read more.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

SAP and Mobile Computing

SAP's NetWeaver supports both connections to EDI trading partners, and to mobile computing devices. It is interesting to consider how similar traditional EDI and mobile computing are to each other. This article details some of the similarities.

The bottom line, both EDI and mobile computing require the exchange of data between the SAP ERP and a third party. In the context of mobile computing it is the mobile device. In the context of EDI it is your trading partner (supplier, customer, logistics partner, etc.)

If you would like to read more about SAP and EDI click here.

***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

Mobile Application Development - Focus on the Browser

I came across this article today by Carl Weinschenk on the challenges of selecting the right mobile OS and hardware platform for application development. The problem is many companies have users in all camps. This is a common issue, that all mobile application developers must ponder.

***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

54 Questions to Help You Select the Right Mobile Handheld Computer

Mobile computing requires mobile computers. Which brands and models you select can be a hard decision. The following list of questions are designed to help you think through some of the big issues that will enable you to narrow down the selection list.

The first big question you should answer is what is the primary purpose of the handheld or mobile device. Is it barcode scanning, GPS, RFID, surveying, map reading, voice calls, email, digital signatures or field data collection?

The second big question is what is the environment that the device will be used in. Is it used in the office, clinic, warehouse, cold storage or out in the rain on a construction site.

There are a large number of very good handheld computers, PDAs, Tablet PCs, laptops and Smart Phones to select from, however, the key to getting the right mobile device is to research the business purposes and the environment in which the solution will be used before making a selection. The following questions should help you narrow down your list of mobile handheld computers:
  1. What environment will you be working in - is it hot, cold, wet or dusty?
  2. How rugged do you need your device? There is a ruggedness scale.
  3. Are there explosive vapors or explosive powders?
  4. Is it a clean office environment, or a muddy and rugged outdoors environment?
  5. Is the user in and out of vehicles all day?
  6. Is your software application focused exclusively on bar code scanning, RFID reading, GPS, or do you need a multi-purpose data collection device?
  7. Will the hardware configuration ever need to be changed? Some handhelds can be configured at will; others are locked and can only be used with the original configuration.
  8. Will the device be used as a primary phone, or is it focused on data collection?
  9. What hardware requirements does your mobile application require?
  10. Will the battery last long enough to complete your daily work between charges? Do you need back-up batteries? Can you use batteries purchased at the local market, or are they vendor specific?
  11. What is your budget? What does the value of using a handheld computer justify spending?
  12. Do you have enough budget to purchase or develop the mobile software and hardware you need? Does your budget only allow for low cost consumer devices?
  13. How many replacements(of a consumer device) does it take to equal the cost of a ruggedized handheld?
  14. How do you replace broken devices? Can you get a replacement service in 24 hours, or must you wait a week?
  15. What kind of support contracts and warranties are available?
  16. How long will your new handheld computer be supported, serviced and manufactured by the vendor? Is it near end of life and being discounted for a reason?
  17. Can you upgrade the operating system when Microsoft releases a new version of their mobile operating system?
  18. Can you use standard laptop data cards in the handheld, or do you need to pay for high priced vendor specific cards?
  19. Can you view the screen effectively in the sunlight?
  20. Can you add more memory if your requirements increase?
  21. A few industrial handheld computers have flashlights built into the device to provide better light for taking digital photos. Is this useful?
  22. Do you require GPS? If so, how accurate?
  23. Will your users be wearing gloves? If so, small keyboard buttons won't work. How big of keys do you need?
  24. Do you need a water proof, or just water resistant case for your handheld?
  25. Does the bar code scanner work effectively in real-world environment? Some scanners cannot scan effectively through glass or plastic.
  26. Is the size and weight of the handheld appropriate for the user and environment?
  27. Can your handheld computer support all the add-ons you require at the same time? Some devices can only support a specific number of add-on components so you are forced to choose. Some cannot support both a GPS and a data card at the same time. Some devices cannot support both a bar code scanner and a GPS add-on. This is an important consideration.
  28. Do you need only a touch screen and navigation pad, a number pad or a full QWERTY keyboard? This is very important for user acceptance.
  29. Is the handheld device also going to be used as a phone? Is a 2 pound industrial grade handheld really a usable phone?
  30. Does your low cost consumer grade PDA need a rugged case like the ones Otterbox sells?
    If you only have a budget for a low cost device, does it support the battery life and add-on components you require?
  31. How will the device be transported around a job site? Will it strap to a belt, swing from a shoulder strap, sit in a holster or be mounted to the dashboard of your truck? Does your device support your chosen method?
  32. Where is the closest inventory of extra handheld computers? Where is the closest repair depot?
  33. Will your vendor loan you a device on trial?
  34. Can you rent the handheld if you only need it for a short-term project?
  35. Does your vendor take trade-ins on your old handheld computers?
  36. Can you get the same exact handheld, under a different brand name for less?
  37. How will your handheld computer send data back to the office? Cradle sync, WiFi, bluetooth, wireless data card, GPRS/GSM, CDMA?
  38. What size screen do you need? Some devices like the Jett-Eye have a "landscape view" others a "portrait view" many have different sized screens. What do you require?
  39. Do you need an integrated digital camera? Do you need a low or high resolution camera and does your device support it?
  40. Does a refurbished device from Ryzex make better sense that a new device?
  41. Where is your vendor's office? Are they in the neighborhood or on the other side of the planet? Does their location offer you the support and attention you deserve?
  42. Does your handheld computer run on the same operating system that your mobile software solutions requires? I have had customers order Windows CE devices for their Windows Mobile application. It did not work.
  43. Is your device likely to be stolen? If so, you may want to use cheap devices that can be easily secured and replaced. We have implemented projects in Africa where this was an issue for the buyer.
  44. Does your handheld computer come with a pistol grip or other straps that help you avoid dropping it?
  45. Can you comfortably hold the device in your handheld and complete your work? Some devices have scanners on the side, on the end or underneath.
  46. Can you effectively view the data you need? Some jobs simply require a full keyboard and a full screen for viewing large CAD files or Maps. Does your screen size match your requirements?
  47. Where will you store the device when you use the washroom? One of my customers used Tablet PCs and they kept breaking when they slipped off of the sinks in the bathrooms.
  48. Does the mobile device you select support the RFID reader you need for distance and accuracy?
  49. Does the battery in the mobile handheld last long enough after you have added on all the additional hardware accessories? Each added radio uses more energy.
  50. If you have dozens of handheld computers, how will you charge them all at the same time? Do you have a docking station that allows for all of your devices to both charge and synchronize at the same time?
  51. Do you need wireless data plans, or does batch synchronziation after each shift work?
  52. What wireless carrier and data plan provides the best service and cost for you? Does that wireless carrier support your mobile device?
  53. Does the wireless carrier have sufficient coverage for your workers?
  54. What is your budget for each handheld computer? This may limit your selection and make the choice simpler.
I don't sell or represent any mobile hardware. I have just managed many mobile application development projects around the world so have learned some lessons. If you would like to discuss this topic in more detail please contact me.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Mobile Inspection Application ROIs

A few years ago I worked with a state agency on a very interesting mobile application development project. The agency was responsible for inspecting pharmacies and other locations that handled drugs and narcotics. In order to perform their tasks, they were required to drive into the main office, rummage through paper files, remove these paper files and load them into a box to take with them to the inspection sites. They would use a carriage with wheels to transport this box to their automobiles. Let's pause a moment to think of the costs and inefficiencies of these task. They would do the following:

  • Drive to the main office where previous inspection documents are stored
  • Sort through file cabinets for earlier inspection results
  • Read through these files to determine any previous non-compliance or failed inspection issues
  • Record these issues and highlight them for review at the site
  • Load these files into a box and carry out to their vehicles
  • Re-inspect the site and record more information on new forms
  • Drive back to the office
  • Carry boxes of paper files back upstairs
  • Refile all old files
  • Re-type the collected data into the database application in the office
  • Add new paper forms to the files
  • Carry back to the main office

Once the mobile application was designed, developed and deployed -a simple database synchronization with a handheld computer, laptop or Tablet PC from the field completed most of these tasks in seconds.

I was also involved in a mobile project in the UK. This project was similar in that hundreds of service technicians would drive to the central office each morning to pick-up their list of work orders or service tickets. Once the orders were completed, or it was near the end of their work day, they would all drive back to the office to turn their work order forms back into the central office.

The time, fuel and opportunity costs of this hugely expensive routine was enormous. The ROI from dispatching work orders to mobile handheld computers would have been recognized in a matter of weeks.

Think about it, 300 service technicians wasting 1 hour per day driving back and forth to the office, plus fuel, vehicle maintenance and lost billable service time.

  1. 300 service technicians wasting 1 hour travelling back and forth multiplied by $25/hour is replaced by dispatching and synchronizing data to a handheld computer. This enables each service technician to save a travel hour and replace it by completing an additional work order for an additional amount of $22,500 USD/day
  2. Save 300 gallons of wasted fuel per day multiplied by $2.69 USD/gallon = $807/day
  3. Save some unknown amount of vehicle maintenance costs
  4. More efficient work enables the company to reduce labor costs by 10% or $6,000 per day.

If you could be dispatching work orders directly to the service technicians' mobile handhelds, saving fuel, saving travel time, and getting an additional work order completed each day, you would be able to complete the same amount of work with less service technicians. Let's say you could reduce your staff by 10% and still bill the same amount of work (save $6,000 USD per day on labor costs).

The savings and profits on this project alone were close to $30,000/day. If the mobile application development project was $150,000, and the mobile devices each cost $1,000 each, plus a monthly data plan of $75 each you would invest around $450,000. However, the ROI would be recognized in less than 1 month. The bigger the number of mobile service technicians and vehicles, the faster you generally receive a positive ROI.

The important note here is we were just considering 4 or 5 benefits. The typical mobile application can improve customer service, inventory management, onsite sales of additional services, annual contracts and upgrades plus provide shipping status and cash collection. There are many things that can add value beyond the few we just discussed. Follow this link to read more on this subject.

If you would like to discuss this topic in more detail please contact me.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Mobile Application Development Strategies for Handhelds, Smart Phones and PDAs

The mobile application framework on the mobile handheld computer, Smart Phone or PDA can be thought of as a mini-EAI application (enterprise application integration platform). In the world of SAP they have NetWeaver for integrating all of the various applications together. NetWeaver is described as an integrated technology platform. Many different mobile software applications are found on a typical mobile device and they all need to be integrated together as well including:

  • Radios - Bluetooth, wifi, RFID, GPS, Phone
  • Data collectors - RFID, barcode scanners, digital images, voice memos, GPS, credit card swipers, mobile applications and forms
  • Databases, synchronization technologies
  • OS with downloadable applications

All of these various applications need to be integrated together using some kind of mobile integration technology platform. The OS can take care of many of the simple features and functionality, but a database driven integration platform for the mobile device is required if you are going to create various application layers that are all integrated into one downloadable mobile software application that can combine all of the necessary application functionality into one synchronization platform that is integrated with your back-office business applications.

Mobile applications have many unique requirements. Among these requirements are:

  • GUI that can be resized quickly based upon the mobile device used
  • Data collection fields and forms
  • Mobile application workflow engine and validation features
  • Data validation features
  • Framework for pulling in data from third-party data collection hardware and software applications (barcode scanners, RFID, GPS, voice memos, credit card swipers, databases, etc)
  • Mobile database (small databases optimized for mobile devices)
  • Synchronization technology on the mobile device and on a central server

Mobile software application developers will want to find a good development toolkit for efficiently creating mobile applications. These toolkits can assist in quickly creating:

  • Application GUIs
  • databases
  • Synchronization scripts
  • Workflows
  • Integration with third party data collection applications
  • Data validation features
  • etc.

In addition to the basics listed above, it would also be very useful to have the following:

  • Mobile application workflow engine (as described in this article)
  • A mobile software kit based on your back-office ERP or database

Wouldn't it be nice to bring up a "work order ticket" on your Oracle or SAP system and immediately replicate the data requirements and valid data rules on your mobile device database? Today, this is a long and painful exercise. Each field in the SAP or Oracle database for that specific application would have to be analyzed to determine what is a valid data entry. The validation rules, would need to be individually documented and recreated on the mobile application database manually. An ERP centric mobile application toolkit would quickly transfer those data validation requirements to the mobile application that would be collecting the data and synchronizing back to the office.

If you have not developed industrial strength mobile applications before, it may be good to work with some experienced mobile application developers on the first few. There are strategies that experienced mobile application developers employ that can save you much time and pain.

If you would like to discuss this topic in more detail please email me.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

13 Key Steps to a Successful Mobile Application Development Project

Companies now days are looking for ways to do more with less. Many recognize that their mobile workforce is being managed inefficiently and extending business process automation to mobile field workers is becoming a priority. Saving fuel, reducing paper, reducing administration work load, more efficient dispatches are all important.

The following 13 points identify how you can get started automating and mobilizing these business processes.

Step 1 – Understand the ROI/Scope of the Project and Plan Ahead

“What’s the number one reason a mobile project fails?” is a common question we get asked. The answers are that many companies don’t put enough upfront thought into defining the requirements, scheduling testing resources and planning a deployment strategy. The results of these deficiencies are project scope creep, cost overruns, missed deadlines, poor user acceptance and sometimes even complete project failure.

Step 2 – Build a Team of Stakeholders

Make sure the members of your team have the right roles and responsibilities to help the project succeed. Mobile solutions usually tie into other corporate IT assets and business processes, therefore impacted members of your IT department and business units need to be on the project team.

In addition, a representative mobile field worker(s) should be included on the project team to provide valuable “real-world” insight. Don't forget the folks running the IT helpdesk. They are likely to get called when the mobile handheld PDA runs out of battery, memory or needs repaired or replaced.

Step 3 – Select a Partner That Specializes in Mobility Solutions

Performing successful data synchronization from mobile computing devices can be a challenging and complex task. There are many variables that can affect the results of synchronization. To insure you get your solution done correctly the first time, you need experienced experts in mobile technology. You need technologists who specialize in the design, development, deployment and support of enterprise mobile solutions.

Step 4 – Know Your Target Users

During the planning and scoping phase of your mobile project, take time to experience the working environment of your mobile workers and observe the business processes in action. Pay specific attention to how information is collected and exchanged between the office and the mobile workers. These observations can significantly impact the design, development and deployment of a successful project!

Step 5 - Evaluate the user environment

How do moist, cold and dirty environments impact the mobile devices? How does low light or bright sunlight affect visibility of the screen? Can workers read the small text on the PDA screen, or does the text need to be larger?

Step 6 – Don’t Underestimate the Complexity of Synchronizing Field Data

Step 7- Understand the technical challenges and issues

One of the biggest mistakes a project planner or IT department can make is to underestimate how complex data synchronization can be. Part of designing a solid and reliable mobile solution is to select robust synchronization middleware and to spend time designing and testing the data synchronization. Without the right middleware and design your end users could encounter issues such as extra long sync times (hours, not minutes), duplicate records, incomplete data, lost data and even database corruption. Every one of these issues will trickle down to your support department, so designing it right the first time is very important.

Step 8 – Build in Phases

Most successful projects involve a series of phased implementations. Each phase can be developed, tested and implemented in an orderly manner. Once a phase is deployed and proven, additional phases can be layered on top that include more features and added complexity. Remember, the more data requirements that you add the more data you must synchronize, and the longer each synchronization session will take. Only synchronize data that your remote users require in the field. In addition, most mobile devices don’t have the same CPU power or memory as a PC/laptop, so be aware of how the performance of your solution will be affected by a smaller, lower powered device.

Step 9 – Evaluate Your Hardware and Connectivity Needs

The term “mobile devices” can have many different interpretations. Today, laptops, Tablet PC’s, UMPCs, PDAs and Smart phones are all identified with this term. When determining the best mobile device for your project you will want to consider screen size, data storage capacity, security, physical working environment, required hardware accessories such as barcode scanners, GPS, digital cameras, RFID, and the ability to upgrade the device with updated hardware and software components.How do you connect your mobile device to your enterprise database applications? You have many options including cradle, WiFi, satellite, Bluetooth, wireless, dial-up modems and satellite uplinks to name a few. The method(s) you choose will be affected by how often your mobile workers need to send/receive data. How much data will be transmitted and will they always have connectivity. Study each option, your working environment and consult your mobility partner to make the best selections.

Step 10 – Deploy to a Limited Focus Group, Evaluate and Improve

Once you have completed version 1 of your mobile solution and you are ready to deploy in the real world, roll out your solution to a small group of trusted and motivated users. Define a specific period of time to evaluate the solution, document the results and identify any required changes and improvements. The result of this evaluation should be an improved mobile solution that is ready for wide deployment.

Step 11 – Set and Enforce Hardware and Security Policies

Mobile devices are small computers with the ability to store sensitive corporate data, communicate this data over the Internet and even catch viruses. You must clearly communicate how mobile devices are to be used and for what purpose. Establish and publish guidelines for using mobile devices.

Step 12 – Provide Full Support for Mobile Users

Mobile devices are guaranteed to break. What is your plan for keeping a mobile worker productive and communicating business critical information when their mobile device ceases to function or gets misplaced? These are inevitable issues that are best planned for in advance. Have a plan and a documented back up process.

Step 13 - Select a technology partner that understands your business applications and ERP

I f you use SAP, make sure that the mobile technology partner you select is also an expert in SAP mobile.

***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

Mobile Applications and 69 Enterprise Support Questions

Often the focus of a mobile software project is on gathering the functional requirements, designing, developing and deploying the mobile solution, but little or no advanced planning is given to the question of how to support it once it is deployed. The following list contains many of the questions your IT helpdesk and support department will want and need to know:
  1. Who does the field worker call if there is a mobile device problem?
  2. Who does the field worker call if their mobile application is not synchronizing correctly?
  3. Who trains new employees on how to use the mobile device and application?
  4. If there is a mobile software problem, who fixes it - IT, consultant, contractor, your systems integrator or VAR? How do you get in contact with them?
  5. Who does the field worker call if the mobile application needs edited or upgraded?
  6. If the user downloads a new version of the mobile operating system and the mobile application doesn't work, who will fix it?
  7. How do you prevent mobile users from downloading new software applications that might break the system?
  8. How do you back-up mobile devices so the information is centralized?
  9. Who owns and defines the business process you have mobilized? They may need to approve any changes to the business process.
  10. Who controls the security of the device?
  11. How do you set-up a new user to securely access the enterprise database?
  12. What kinds of security rules must the field user follow?
  13. Do different users have different security profiles?
  14. Is there a standard set of security rules for mobile devices across the enterprise?
  15. Who controls access to the enterprise database application (a DBA)?
  16. Will the Database Administrator allow you to synchronize data directly to their enterprise database application, or do they want a "staging database" or API layer to review all data before it is loaded to the enteprise database application. They will likely be involved in any future changes to the mobile application.
  17. Are synchronizations done in real-time, near-real-time, or batch on a schedule?
  18. Does one mobile device have multiple synchronizing applications? Are they on different schedules or do they synchronize at the same time?
  19. How many different enterprise database applications are synchronizing with a mobile device? If there is a sync problem, how do you know what database applications may be impacted?
  20. If you hire an additional field worker, how do you order an additional mobile device? Whose budget covers this? Who is the vendor? What support plan or insurance plan should be included?
  21. Who decides if the new mobile device needs to be ruggedized or a consumer grade? What level of ruggedness is required for the specific user?
  22. Do different job functions require different devices, carriers and wireless data service plans?
  23. Who decides what brand of mobile devices are going to be the company standard?
  24. Where do you purchase your mobile devices if one breaks or you need to add one to your inventory? Do you have a corporate discount or volume discount agreement?
  25. How do you manage and control the variable costs of using a data plan from a local wireless carrier? What happens if the costs of the data services gets out of control? Who pays for it?
  26. Are the mobile devices or the mobile software solutions under warranty? Where are these contracts stored? Who owns them?
  27. Is there a yearly support contract IT needs to know about? How much? Whose budget?
    What is the account number the warranty is under?
  28. How do you set-up a new data plan for a new user with your wireless carrier? Who does that in the company? What is the account number so you can add subscribers? Whose budget pays for it?
  29. What happens when Microsoft releases a new Windows Mobile operating system and you can only purchase mobile devices with the new OS on them? Who is going to upgrade your mobile software solutions so they work with the new OS?
  30. What happens when the field engineer treks across 2 miles of muddy field to work at a construction site, but the battery on his handheld computer dies about 10 minutes after he gets there? What is the backup battery plan?
  31. What happens when text messages, photos, videos, music, and games claim all the memory on the rugged PDA and the Construction application becomes either too slow or unreliable because of low memory?
  32. How do you know when your mobile workers are synchronizing the latest information? You don't want mobile workers going days without synchronizing their device.
  33. When you send an updated software application to your mobile workers, how do you know who is using the new application and who is still on the old?
  34. How do you disable synchronization on a lost or stolen mobile device?
  35. How do you kill and/or protect your data on the mobile device if it is lost or stolen?
  36. How do you keep track of which workers are using which mobile devices? If there is an operating system update, or firmware update, how do you know who needs it?
  37. What is the process for bringing mobile handhelds into the IT department for repairs and upgrades? Is there a central location, or should various locations be scheduled on specific dates.
  38. If you are taking care of many different mobile field workers and many different mobile devices with a variety of operating systems, wireless carriers and screen sizes, how do you track who gets what?
  39. If you have a project manager that requires visibility to more data than other workers, how do you manage different views on the handheld computer?
  40. Some mobile projects require different levels of security, for different levels of data visibility. How would you manage and track that?
  41. Will your company standardize on 1 mobile operating systems or several (Blackberry, Microsoft Windows Mobile, Palm, Android, iPhone, etc)
  42. Some applications require barcode, RFID, GPS, digital camera and other specialized data collection accessories, while others don't. How does the IT Helpdesk track the brand, version and other details of these accessories?
  43. If a dump truck backs over your supervisor's $1800 ruggedized computer and crushes it into hundreds of unidentifiable pieces, how do you get a replacement out to the supervisor with the exact application and data that is required as quickly as possible?
  44. If a mobile device needs repaired - what is the process for keeping your field workers operating without it? Do you have a stock of spare mobile devices?
  45. Does your mobile device reseller have a replacement program?
  46. How do you deploy new mobile applications to your 1,300 mobile device users? Must they bring all their devices back to the IT department, or can you publish new applications directly to the handheld computer?
  47. How do you support the mobile device, when the user has limited computer knowledge and is sitting on the top of a utility pole? What tools can the IT Helpdesk use to remotely help and diagnose problems?
  48. How do you recognize a defective mobile device that is being shared by 12 different mobile workers? Do you have a method of identifying which problems are being reported on a particular device or are you logging support calls only by users?
  49. What is your process for dispatching work orders to service technicians when they are disconnected or out of range of cellular and wireless networks? A process needs to be defined.
  50. What is your synchronization plan for each mobile worker? Can they sync in the morning and evening at their office desk, or do they need to sync every 5 minutes or in real-time?
  51. What is the synchronization plan for a service technician that rarely has wireless network access? Does it justify a satellite up-link? (Sears Service Technicians use both)
  52. How do you know when information was successfully synchronized with a mobile device in the field? Can you see and determine the success of the synchronization from the IT Helpdesk?
  53. What is an acceptable synchronization time? Is it 20 seconds, 2 minutes, 20 minutes? Does the IT Helpdesk know what times are acceptable so they can consider this when configuring a new user?
  54. Does all data need to be synchronized in real-time, or only some. Product catalogs are an example of updates that may only be needed weekly or monthly?
  55. How much data can be synchronized in a given period of time on the chosen connectivity option? Is that an acceptable speed for the task at hand?
  56. Who determines the hardware requirements that support the mobile application and desired synchronization speeds?
  57. When a new mobile software application is developed, who tests its operating speed on different devices, processors, memory levels and connectivity options to determine what is acceptable and what is not?
  58. When you are updating or reconfiguring an enterprise database, how do you know what mobile applications and mobile users will be impacted by these changes? How do you manage this update process?
  59. How does the IT Helpdesk know which one of the 17 mobile applications on the handheld computer is having a synchronization problem?
  60. If you are supporting 174 work crews and their mobile devices around the globe, how do you know where they are located, and who is responsible for them?
  61. How does the IT Helpdesk know if a mobile device is using a cradle, modem, bluetooth, wireless, USB, satellite or Cellular connection to synchronize? The IT Helpdesk really wants to know before they begin working on the issue.
  62. What wireless carrier, technology and through-put speed is the mobile device using? Is it GPRS, GSM, CDMA, Edge or some other network configuration?
  63. Do you need to stagger the synchronization times? One of my clients had a problem with 300 mobile workers downloading large product catalogs all at the same time each month -the first Monday of the month. This caused a bottleneck and slow downloading times.
  64. What do you do with old and retired mobile handheld devices? Companies like Ryzex buy back old handheld mobile devices and recycle them.
  65. What rugged or semi-rugged cases are required to protect the mobile device?
  66. What add on assessories are supported on the mobile device? Ear pieces, GPS, add-on RFID, barcode scanners? Who supports these and where do you order replacements?
  67. Does the same mobile software application work on rugged mobile handhelds and on mobile consumer devices?
  68. What employees and roles get the different levels of rugged devices?
  69. Do you have a corporate account with a mobile device reseller that will repair all of the different mobile devices or do you work with many different vendors with different support and warranty plans.

All of these questions are very important and need to be answered upfront. If you would like to discuss this subject in more detail please email me.


***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

Advice for Mobile Start-ups and Mobile Developers

There are a lot of business and technical issues to consider and points to ponder if you are developing a mobile software application to use internally or to sell, or are creating a start-up mobile software company. I have a lot of personal experience in this area and have documented much of it in over 475 blog articles on this site.

To save the reader time searching through the entire blog library, I have collected a few of the articles especially relevant to those starting new mobile application projects and new mobile start-ups.

The following link goes to a another blog article that lists many additional resources for mobile start-ups - Mobile Handheld PDAs and Mobile Software Application Resources

If you would like to discuss any of these subjects in more detail, please email me.

***Note, readers can search on specific mobile subjects within these 450 plus articles by using the Blog Search function at the top of the page.
***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Mobile Software Application ROIs for Mobile Service Businesses

The ROI (return on investment), in this context, is the term used to describe the value of a mobile software solution relative to the expense of designing, developing and deploying it. If a mobile solution cost $145,000, how do you justify the investment? Management needs to see that their investment will provide a quick and positive return. The following list contains some of the most common justifications for mobilizing business processes:
  1. Eliminate time spent in the office re-typing data collected in the field: Enable field service technicians to synchronize information directly with the office database.
  2. Eliminate time spent on the phone dispatching service tickets or work orders. Both the time of the dispatcher and the time of the service technician: Dispatch electronic service tickets direct from your work order management system in the office with the mobile device of your service technician.
  3. Save time finding each work location: Send driving directions, or links, in the electronic work order that work with the GPS and mapping software in the mobile device.
  4. Avoid the high fuel costs incurred delivering paperwork to the office and picking it up: Synchronize the data direct from the field to the central database application.
  5. Avoid the time cost transporting paperwork from the field to the office: Synchronize the data collected from the field with the push of a button.
  6. Save time and provide better customer service by providing real-time access to enterprise parts, orders, and inventory data while in the field: Enable mobile access to customer history, product documentation, warranty information, inventory information, time sheets, work schedules and much more.
  7. Save time with field data collection by using barcode scanners and barcode labels, or RFID readers and RFID tags on assets: A quick scan with a handheld computer can automatically display all stored information related to the asset for quick review, edits and additions.
  8. Save time and reduce admin costs by creating and scheduling new service tickets direct from the field:
  9. Provide immediate invoicing for faster collections and better cash management: Allow field tech to print the invoice on a mobile printer at the job site.
  10. Save time and postage costs: Print the invoice and leave it with the customer at the job site, rather than wait and bill later from the office.
  11. Document proof of work completed to reduce invoice disputes: Leave a GPS audit trail of where work was performed and include a time and date stamp. Digital photo evidence of before and after work is also useful.
  12. Reduce the introduction of errors: Paper based systems are inherently slow and error prone due to human interaction, copying and re-typing. The more human hands that touch a paper form and add or edit data, the more chances that errors can be introduced to the data which will cause invoice disputes, inaccurate records and confusion.
  13. Reduce administrative costs by ensuring complete data is sent from the field, as incomplete or inaccurate field data can take hours of work to track down and correct: Send data from the field and ensure it is complete with data integrity features on the mobile handheld computers and rugged PDAs.
  14. Reduce administrative costs by avoiding errors and misinterpretations due to poor or misread handwriting: Create electronic forms with pre-made options, check boxes and lists, and by using onscreen digital keyboards.
  15. Reduce administrative costs by ensuring the accuracy of data: Validate answers in the mobile software application on the handheld PDA.
  16. Reduce time on the phone and dangerous note taking while driving: Push documents directly from the office to the handheld.
  17. Save time and fuel by providing electronic dispatch and least cost routing: Use vehicle and/or handheld GPS tracking to view your workforce locations. Handheld computers with GPS functionality can integrate with GIS and display the location of the field worker to help managers better organize service responses.
  18. Save time by developing computation and analysis features on the rugged handheld in the field: Programmed analytics can help field users make quicker and more accurate decisions and job estimates.
  19. Save time in the field by automating business processes in the mobile software: Mobile application can be configured to perform all kinds of automated business functions, queries, computations and analytics.
  20. Enforce quality work habits: Automate “best practices” into your mobile software application and provide visibility to managers.
  21. Automate quality and best practices - Activate the appropriate business process based upon the data entered: A specific answer can trigger the required business process.
  22. Reduce inventory loss - Avoid undocumented inventory usage and unbilled time: Enforce real time data entry before clock out or work order completion.
  23. Improve job estimates: Require clock in and clock out on work to document and analyze the accuracy of work estimates.
  24. Improve technician training: Train new service technicians and inspectors with audio memos or video clips in the handheld computer application.
  25. Reduce disputes by documenting deliveries and work with digital signatures, date and time stamps and barcode scanners on the handheld computer.
  26. Save travel time and fuel cost: Query available inventory in nearby company vehicles.
  27. Increase profit per customer: Use information on handheld computers to up-sell more products and services while onsite with the customer.
  28. Provider quicker and more accurate estimates: Query latest shipping status, schedules or inventory levels via handheld computers while onsite with customer.
  29. Increase warranty revenues: Include updated customer information on the handheld computer so the service technician can sell warranty and maintenance plans, new products and upgrades.
These are just some of the common areas where enterprise mobile applications have been found to provide significant value. The issues and costs of designing, developing and deploying the mobile software applications and handheld computers are discussed more in this article.

If you would like to discuss this subject in more detail please email me.
***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Mobile Software SDKs and Toolkits for Handheld PDAs and Smart Phones

In the recent article by Peter Wayner of InfoWorld called iPhone development tools that work the way you do, he describes the value of using a mobile application SDK or framework. He lists 4 new toolkits to help mobile application developers develop applications faster for use on handheld PDAs and Smart phones. This is a market in which I am intimately familiar.

The challenge with the market for mobile application frameworks and SDKs is that very few developers want to spend money on an SDK from a small vendor, and even fewer companies want SDKs or are willing to fund long term custom development and support projects internally. Companies want a finished product that works with their ERPs, database and accounting applications. They don't want to invest in a non-standard mobile framework. They want mobile extensions to their enterprise applications. SAP is addressing this with their NetWeaver based mobile infrastructure. This provides SAP users with a standardized method for extending their applications out to mobile devices, but it does not address how to develop the mobile application code. This theoretically creates an opportunity for mobile SDK vendors.

Appforge and Dexterra are two very BIG examples of how challenging it is to be a successful vendor of mobile application frameworks and SDKs. It is yet to be proven that there can be a successful business model as the author of these mobile application frameworks, unless you are a giant like Microsoft or Apple. Dexterra bet the house that Microsoft would acquire them and they lost.

Now, it is true that to make these finished mobile software applications, there is a need for powerful mobile SDKs, but these SDKs are very costly to development and there is yet to be a good and proven business model for small independent vendors of such.

Some vendors of mobile application frameworks want to sell you a toolkit and then charge you a license fee for every mobile device you deploy on. This is not a good model, unless the application is an off-the-shelf mobile application. It makes sense to pay for syncing technology and mobile databases, but a per deployment model for code that you create is hard to swallow.

The biggest challenge vendors of mobile application frameworks and mobile SDKs face is getting the economies of scale that all software companies seek. Who is the real market? Developers? They seek to work in the sexy high profile technologies from the big name companies so they can pad their resumes. They do not want to take a chance on learning an SDK from a very small company that no one knows and they are unlikely able to leverage in the future. They may use an SDK to deliver their cool mobile application, but there is simply not enough of these developers willing to buy your SDK for significant amounts of money to be profitable.

Does the IT department in a company want to buy your SDK, a few but not enough to build a profitable long term software business as an SDK vendor. Again, companies will always seek a finished mobile application that extends their internal IT investment. If SAP has a mobile framework, they want that. If SAP didn't have the mobile extension, then the company would want a finished mobile application that is already integrated with SAP.

In summary, there are many examples of companies developing very cool mobile SDKs and mobile frameworks, but very few with successful business models. Companies want to extend internal applications with mobile extensions developed by the owner of their internal applications. In the event there are no mobile extensions from their key vendor, then they want a finished mobile application that is pre-integrated with their ERP or back-office applications. SDKs are cool, but a successful business model remains elusive.


***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Hosted or Non-hosted Mobile Software Applications for Handheld PDAs and Smart Phones

Many companies have asked whether a hosted or non-hosted enterprise mobile software application would be best for them. The answer may be best determined by the following questions:
  1. Is the enterprise software application in the office that you want to communicate with, via mobile handhelds, an off-the-shelf application like SAP, SAGE, MS Dynamics or Quickbooks?
  2. Is the mobile software application simply a mobile front end (GUI) to the back-office application? Does it do basically the same thing you would do on the office application, but in a mobile environment?

If the answer is NO to any of the above, then you are into a custom development environment that is difficult to support in a hosted model. Companies that host applications need volume and reusability. Custom projects may be uploaded to a hosted data center, but there is no business case for the software vendor/developer to pursue this as a business model. However, if the mobile software application is custom, but the database application that it synchronizes with is sold as an off-the-shelf application, then there may be a business case.

Here is a real life scenario. SAP ERP does not handle work orders or service tickets well if they are not associated with a pre-approved purchase order. This is a problem in the oil fields as contractors and service technicians are often called to perform unanticipated work to fix or repair items. Since SAP does not like to receive unexpected invoices, Field Service software vendors have responded to this need by developing applications that convert these unexpected invoices into acceptable SAP formats that are integrated with SAP using standard integrations. These same vendors have created mobile work order applications that synchronize with their work order management systems. They have a standardized model that can be sold in a hosted environment.

Since the work order management application was an off-the-shelf software package, with a standardized integration to SAP, it could be offered in a hosted environment with a good business model.

If the work order management system was custom, and the back-office application or ERP was custom, then the mobile software application would need to be custom and there is no efficiencies in this scenario for a hosted solution.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Technology Blogger Kevin Benedict Receives Top Contributor Award from SAP

Boise, ID (OPENPRESS) August 21, 2009 -- It was announced today that prolific technology blogger, Kevin Benedict was awarded the rank of Top Contributor by SAP SCN. This award was for the "contest year" which ran from August 1st to July 31st and was based on the participants rank within one of the specific categories on the SAP Community Network (forums, blogs, wikis, eLearning, downloads, etc.).

As a result of this award, Benedict joins a select group of alumnus in the greatest contributors "Community Hall of Fame" which includes a dedicated "wiki profile" on SAP's SCN. In addition, Benedict is invited to join the "Top Contributor" forum, a place for alumni to provide feedback and suggestions for making SCN a better and stronger community.

Benedict will also be receiving the "Top Contributor Quarterly" a newsletter reserved for Top Contributors that will provide advanced notices of new technologies and programs.

As a Top Contributor, Benedict has also been invited to SAP TechEd Phoenix and Vienna, and to attend an invitation-only get-together for SAP TechEd Speakers, SAP Mentors, SAP Community Top Contributors, Bloggers, SAP Executives and ASUG Leadership.

Benedict has also been invited, as a member of a select group of technical gurus and business process thought leaders at SAP TechEd, to host a meeting at the Experts Networking Lounge in Phoenix & Vienna. He will also be awarded preferred seating in the Keynote Theater and recognition onstage during the popular Demo Jam.

Benedict is an industry thought leader in the areas of EDI, B2B, mobile computing and business process automation and maintains a popular enterprise technology blog at http://b2b-bpo.blogspot.com. He is the Business Development and SAP Relationship Manager at Crossgate, an SAP-centric and SAP co-owned EDI and B2B exchange. Benedict works closely with SAP customers and SAP sales teams to architect world class EDI and B2B strategies.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Rugged iPhone Cases for Mobile Workers



The iPhone is a beautiful mobile device. The recent software announcement by TomTom turns the iPhone into a turn-by-turn navigational device. Barcode software that utilizes the camera in the iPhone converts it into a barcode reader. Mobile software applications are being uploaded to iTunes weekly for the iPhone that provide companies with an increasing number of business applications. However, none of these cool software applications help the iPhone survive in the rugged outdoor working environment.



Last week I went into a store that specializes in Apple products. It is the closest thing to an Apple store that we have in downtown Boise. On the rack I saw a ruggedized case for an iPhone from Otterbox. I got excited!



I have been working with Otterbox cases for years in the context of PDAs and mobile handhelds and have always very impressed with how they can engineer rugged cases so precisely. Most are water resistance, padded and dust proof. These are all great steps in the right direction. The Otterbox case provides a flexible soft plastic screen to protect the iPhone but still allows the touch screen to work well.

If you can't leave home without your iPhone, but you either work in rugged locations or enjoy rugged outdoor activities, you may want to make the investment to protect your precious.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

TomTom and the iPhone Turn by Turn Navigation Application

Today, TomTom announced the released, to Apple's iTunes online mobile application store, of a $100 iPhone software application that provides turn by turn voice navigation for iPhones using OS 3.0.

The car kit will be available to order later this month and will include a charger and add hands-free calling to the iPhone.

This is significant. The iPhone operating system and the iPhone itself are powerful enough to run applications which in the past were reserved for specialized GPS devices. This is one of those Tipping Point moments where entire industries (dedicated GPS devices) can be impacted.

In the past I have written about the convergence of different applications and mobile devices. This is another giant leap forward in this area.

It is also very interesting to me that a company, TomTom, that manufacturers dedicated GPS devices had the courage to release a software application to a convergent device like the iPhone that is bound to take business away from their dedicated GPS device area. This shows courage and I commend the executive team willing to make this bold step to face the inevitable.

***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

SAP and Cronacle Mobile Alerting Service

The following press release was issued today concerning Redwood Software's announcement of a mobile application for IT staff to receive and respond to real time alert notifications on their mobile devices. This software application works with SAP and other ERP systems. This announcement follows an earlier one that is stated to be the first iPhone business application for enterprise process automation. I am a strong believer that the future of enterprise mobile applications must include a business process automation component as discussed in this article.

MORRISVILLE, NC -- 08/17/09 -- Redwood Software, an industry leader in delivering enterprise and mobile software, today announced immediate availability of the Cronacle Mobile(TM) Alerting Service for the iPhone(TM) and iPod® touch. The Cronacle Mobile Alerting Service enables IT staff to receive and respond to alert notifications in real time on their mobile device. With Redwood's new service, customers' IT departments using SAP® solutions gain unprecedented portability, visibility and control of business processes and the enterprise systems that underlie them.

Today's announcement of the Cronacle Mobile Alerting Service follows Redwood's recent launch of Cronacle Mobile, the first iPhone business application for enterprise process automation and job scheduling. The Cronacle Mobile Alerting Service extends the capabilities of Cronacle Mobile by taking advantage of the new Apple Push Notification Service (APNS) to deliver time-critical system information immediately to the iPhone or iPod touch.

"We are very excited to deliver a solution to our customers that is as mobile as they want or need to be," says Tijl Vuyk, CEO and president of Redwood Software. "With our new alerting service we extend our mobile platform so customers can monitor their systems, and receive real-time notifications wherever they are and whenever issues require their attention."

Cronacle Mobile Alerting extends the benefits of mobility and remote management to any back-end systems which run Redwood's industry leading process automation and job scheduling solutions, including Redwood Cronacle® and the SAP Central Process Scheduling application by Redwood. All SAP and Redwood customers can use Cronacle Mobile Alerting to manage their entire enterprise landscape, including both SAP and non-SAP applications.
***********************************************
http://mobileenterprisestrategies.blogspot.com
***********************************************

Mobile Workflows in the Field, SAP and Other ERPs


The way business processes are designed, implemented and standardized within a company can often mean the difference between success and failure. If often takes years of trial and error, and sometimes flashes of brilliance to come up with just the right business process that will mean success and competitive advantages.

Once the perfect business process is proven it needs to be implemented and automated. Why automated? Because humans are forgetful and have even been known to be from time to time lazy. They want to cut corners and avoid that which is tiresome. Automation enforces and manages the perfect business process.

For years software vendors and ERP developers like SAP have developed applications that help design workflows and workflow engines to run them. These provide the technology infrastructure within the enterprise to automate these business processes and to ensure they are followed, however, once an employee exits the building and drives away in a company van to perform a task remotely, the automated business process breaks down. Suddenly, the business processes that you have spent years perfecting are useless. The employee has broken the "connection" and walked out the door to freedom.

Even today, most mobile field service workers leave the building with a clipboard and a stack of paper service tickets or work orders. How they perform their work, in what order and the processes they utilize in the field are now unsupervised and up for interpretation. The field service technicians often don't much care for the business processes designed by the teams of MBAs in suits at the office. They have their own preferences and opinions about how things should be done, and in remote jobsites who is going to argue?

Many large companies have up to 40% of their employees working remotely and/or in the field on jobsites. How can the SAP or other ERP Business Process Expert design and implement business processes that can be utilized and enforced in mobile and remote locations? This is a challenge worth resolving.

Think about it, a company pays tens of millions of dollars implementing SAP internally and designing business processes and workflows to operate their enterprise. Yet for many services based businesses the money is earned outside the office at remote locations. The location where the customer interaction takes place and where the money is made is often devoid of best in class business process automation.


Mobile applications that need to synchronize with ERPs, should implement mobile workflow support. This requires a client server architecture whereby the mobile client software understands that a workflow or event manager is associated with a particular process and the server also understands that it is both producing and consuming data with the mobile device that is part of an event or workflow. Let me provide a scenario.


A service technician has a ruggded PDA or other mobile device on his belt. He receives an alert that he needs to be dispatched to a jobsite. This initiates a business process with a workflow associated with it. A series of tasks that make up the dispatch and completion of a service ticket are now initiated. The tasks may include:



  1. Dispatch receives a service call

  2. This initiates a series of tasks including estimating the availability and analyzing the location of all service technicians in the area.

  3. Once the nearest available service technician is identified a service dispatch can be sent

  4. Service technician confirms availability and accepts the job

  5. Least cost and fastest routing information is sent

  6. Service technician arrives at the jobsite and pushes a button on his mobile device annoucing his arrival.

  7. Arrival message synchronizes with the server workflow or event manager notifying dispatch of his location on site.

  8. The workflow may include an inspection, detailed findings, proposed solution, repair and collection of the fee

  9. Any parts needed will be automatically deducted from the service vehicle's inventory

  10. The workflow can also include sales and marketing activities such as promoting an Annual Service plan or equipment upgrade to the customer

  11. The repair is complete, dispatch is notified

  12. The service technician is available for another job

In this scenario, the mobile client application using a workflow engine that interacts with the server side application steps the service technician through the various tasks included in the business process. These steps can be directions in the form of alerts, messages, next steps, data fields that require input, and feedback from the dispatch office. Each step of the workflow required input from the service technician to confirm that the step had been completed and this information was in turn synchronized with the server side workflow engine. This enables the best practices supported by the company to be practiced and supervised in the field.


SAP has a solution called Event Manager. It is designed to manage activities happening across a geographically dispersed supply chain. It requires data input via B2B and EDI data communications. Similarly, mobile applications can feed data into a centralized workflow or event management solution that helps support and ensure best practices across remote jobsites.


A workflow engine and a mobile client version of a mobile workflow engine is required by companies that want to standardize business processes in the field where interactions with customers take place and where revenue is earned.


If you would like to discuss this concept in more detail please email me.

***********************************************
http://mobileenterprisestrategies.blogspot.com/ /
***********************************************

Mobile Software Applications, Supply Chains and Medicine Delivery


When a person typically associates mobile devices, iPhones, Smart Phones, PDAs and other hand held computers with medicine they envision a medical clinic or a hospital environment. However, mobile handheld computers and medicine are also used in remote locations and in medicine supply chains that you may not have thought about. Let me first share an article I read this week that describes some of the challenges incurred while delivering medicine in Brazil.

Armed raiders attack medicine shipments in Brazil

Author - Phil Taylor 27-Jul-2009

A delivery truck carrying medicines was attacked by bandits in Sao Paulo, Brazil on July 19, resulting in a heavy exchange of gunfire with armed escorts. There were no fatalities and the raiders failed to make off with the shipment, which was valued at around $530,000 and contained products from several different companies, according to information received from pharmaceutical industry sources.

The bandits, in two vehicles, forced the driver to open the truck door at gunpoint. That triggered an alarm which informed the transport firm that there was a problem with the shipment. The escorting vehicle’s guards pushed the panic button and responded to the criminal’s opening fire, while other escorting vehicles patrolling the same route joined the fray and eventually drove the thieves off.

A similar attack, involving the same transport firm, took place in Brazil in June, and in this case one of the security guards was injured in the exchange of gunfire.
~~~
Note the mobile device that monitored the doors and automatically reported a breech of security.

Talk about a supply chain and logistics challenges! YIKES!

I had the good fortune of working on a mobile software project where we developed a mobile solution that helped track, monitor and report the location and inventory levels of medicine being delivered around the world. The donor organizations, needed to have visibility and accountability that the medicine they donated actually reached the intended destinations and patients.

This mobile software application used consumer grade Smart phones with bar code scanners and wireless connectivity so the boxes of medicine could be scanned and their location and inventories in Africa could be reported to the organization's headquarters in Washington DC. At headquarters all the donor organizations could access the database and generate reports on the delivery and use of the medicine.

Here is another interesting article you may want to read about mobile applications in the Coffee and Espresso product supply chains.

If you would like more details on these mobile applications email me.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

SAP and Mobile Applications for Field Services

These are challenging economic times. Companies of all sizes and shapes are seeking to reduce costs and to improve efficiencies. This often translates into more work with fewer resources which can often negatively impact service levels. How does a company reduce costs, improve service levels and become more efficient all at the same time? The improvement and automation of business processes is often the answer. Accomplishing this does not always require a lot of money. Sometimes it is simply focusing on improvement and understanding what your exisiting technology is capable of doing. This article will focus on cost reductions and efficiencies that can be recognized by improving business processes in remote and mobile locations.

Many large companies use ERPs from vendors such as SAP, Oracle, SAGE, MS Dynamics and others. These ERPs are designed to organize a business and to make business processes automated and standardized. However, companies have often over-looked the huge amounts of paper documents that are used in the field, collected and at a later date re-typed into these ERPs. Many ERP users have simply not attempted to automate business processes that happen outside the four walls. These business processes can have huge inefficiencies that can be fixed and savings recognized.

SAP has developed some very interesting mobile application interfaces that utilize Netweaver PI (Process Integration) and enable third party mobile software companies to tightly align their mobile device applications with the standard SAP business processes.

Field services are most often provided away from the office. The process of ensuring quality services outside of the visibility of supervisors and business managers is critical to the success of the business.

The use of industrial handhelds and rugged PDAs and other mobile software technologies, in the context of field services automation, is most often driven by the following 12 business motivations:



  1. Efficiencies in communicating information between the office and the remote service technician or jobsite
  2. Efficiencies in planning and scheduling work based upon location, parts and expertise needed
  3. Reducing fuel costs
  4. Reducing travel time
  5. Reducing time consuming and error prone data entry activities in the office
  6. Increasing productivity – more average service calls per service technician in a day
  7. Increasing service contract sales
  8. Increasing equipment upgrade sales
  9. Increasing collections with mobile invoicing, mobile printing of invoices and onsite collections
  10. Improving inventory control and management - visibility to parts needed, the location of inventory and parts used on each job or service ticket
  11. Reduced risks by reminding service technicians of safety hazards and safety procedures on the job
  12. Improving management visibility into work done in the field to ensure quality services

These 12 business motivations become increasingly important during slow economic times when times are tough, and every penny must be saved and maximized. In rapid growth periods inefficiencies are often overlooked in a rush to keep up with the market and business growth, and hidden under the onslaught of new sales and revenues. However, when the economy slows down, it is time for companies to re-evaluate business processes in order to eliminate the inefficiencies and bad habits that have developed. Let’s now review some common and costly inefficiencies:

  1. Wasted time and fuel driving back and forth to the office to pick-up and deliver new work orders, tools and parts. With the high cost of fuel, reducing driving distances is a necessity. Can you dispatch a service technician directly from their home to a nearby jobsite? Can you make sure your service technician has the most common parts in the van before they travel to the jobsite?
  2. Wasted time and fuel by being unprepared for the job and driving around looking for parts. Can you reduce travel time and fuel costs by being better prepared for the job before traveling? Can you ask customers for more information on the equipment such as brand, serial number, year, location, problem etc? Can you ask the customer for a digital photo of the equipment, serial number, etc., and email it before dispatching the service technician?
  3. Wasted time sitting outside of a locked and vacant location waiting for the owner to arrive. Can you set up an automated phone call to let the customer know you are on the way? This avoids showing up at a vacant house or closed business and wasting time.
  4. Inefficient dispatching and routing - dispatching service technicians to a distant location, when another service technician is closer and wasting time and fuel. Can you use GPS tracking on the vans to better know the location of all service technicians so you can dispatch the closest and best service technician for the job?
  5. Missed opportunities to sell more services, parts and equipment to the customer at the time of work. Can you automatically remind the service technician to promote service contracts by using a mobile handheld work order system? This will help increase service contract sales.
  6. Poor scheduling and routing -can you schedule service contract visits based on geographic location to reduce fuel costs and wasted travel time? Can a service technician complete more service calls in a day if they are routed more efficiently?
  7. Driving large, heavy vehicles when not required. If you have a better understanding of the parts required for today’s service calls, can you take a smaller, more fuel efficient vehicle to the jobsite?
  8. Poor cash management and collection processes. Can you collect money, swipe credit cards and print receipts from a mobile handheld device to improve collections at the jobsite? Are you wasting time, paper and postage sending out invoices weeks after the work was completed?
  9. Too high administrative costs. Can you reduce the costs of data entry and administrative staff by automating the dispatch process by using wireless work order dispatch that is integrated directly with your work order management and accounting systems?Every company, upon self-evaluation, will be able to identify additional inefficiencies that can be corrected and reduced. Many of the costly inefficiencies can be resolved by automating and mobilizing field services business processes.

Mobilized Work Orders

What does an automated and "mobilized" work order system or service request dispatch and management system look like? Let's walk through a scenario -

  1. A customer calls in to report a broken heating system. The office staff takes the phone call, enters the relevant information into the work order application on the desktop computer which then creates a unique work order and number.
  2. The work order database application, with GIS integration, can compare the location of each service technician to determine which service technician is closest to the work location. The dispatch system can also look at the estimated time the nearby service technicians are committed to completing their existing assignments.
  3. Once the appropriate service technician is identified, the work order is dispatched to the handheld computer used by the service technician.
  4. Included in the electronic work order is driving directions from his/her current location to the next job location.
  5. In addition to the work order information, warranty, repair, users manual, maintenance history and product information on file can also be dispatched to the handheld computer for reference and parts inventory management.
  6. Once the service technician arrives at the location, he opens the work order on the handheld computer. Opening the work order automatically captures the service technician's name, the date/time stamp and the GPS coordinates of the jobsite and enters them into the mobile application’s work order.
  7. Next the service technician examines the broken heating system and determines which parts need replaced.
  8. He can pull out his handheld computer and check whether he has the needed parts in his vehicle inventory, if not, it can automatically search for nearby service vehicles that may contain the part (GPS tracking enables this). If another nearby service vehicle is determined to have the required part, then driving directions can be sent.
  9. When the service technician arrives at the service vehicle with the needed part, then the part is scanned using a bar code scanner in the handheld computer to log its removal from the vehicle's inventory and assigns it to the appropriate work order number.
  10. Back at the work site, the service technician runs into a challenge. He has never worked on this model before and needs advice. He snaps a digital photo of the equipment and synchronizes it back to the office. His supervisor reviews the photo and calls him with advice which saves possibly hours of time and mistakes.
  11. Once the work is completed, the service technician signs his name on the handheld computer screen, and has the customer sign the work order screen as well. The service technician prints an invoice on a mobile printer and collects the payment or swipes the customer’s credit or debit card. The collection is noted on the mobile work order and synchronized back to the office.
  12. A customer survey can pop-up asking the service technician to let the customer answer a series of questions that will impact the service technicians monthly bonus plan
  13. As soon as the work order is completed and synchronized, the mobile application reminds the service technician to promote a 2 year service contract. The service technician reviews the details with the customer and signs them up for a 2 year service contract. Next, the work order system reviews job locations and priorities and assigns the next optimized work order to the field service technician.

These business processes are all criticial to the success of a field services business. These processes are sometimes complicated, and with the service technician remote and without direct supervisor management can often be done wrong or incomplete if paper based. The ability to standardize and automate these processes allow service based businesses to accomplish more business with less resources and with better quality.

SAP users are often large companies. Their field service operations can involve hundreds and even thousands of mobile workers. The possible savings from improving mobile operations can be enormous. If you would like to brainstorm about some or all of these mobile business applications for field services companies send an email.

***********************************************
http://mobileenterprisestrategies.blogspot.com/
***********************************************

Featured Post

Leadership Advice from a Futurist - A Reading

Leadership is hard.  So for all the leaders and want-to-be leaders out there, here is some advice that I hope you will find useful. ***...