Kevin Benedict is a TCS futurist and lecturer focused on the signals and foresight that emerge as society, geopolitics, economies, science, technology, environment, and philosophy converge.
Ethiopia & Mobile Handheld PDA Solutions
His photos included exotic foods, landscapes, cityscapes and his temporary office. Mobile applications have great appeal in locations where the traditional landline infrastructures are less developed. Wireless networks and connected/disconnected mobile software applications are very well suited for these environments and can accurately collect and synchronize data from very remote locations to centralized databases anywhere in the world.
Comparing the MTC 2100 Ultra Mobile Computer to Handheld PDAs
The MTC 2100, aimed at logistics and field service applications, includes GPS, based on SiRF's starIII chipset. Also onboard is a laser barcode scanner.
The MRC 2100, designed for outdoor and vehicle use, has added rubber padding installed, and is said to withstand drops of up to four feet.
Visibility & Accountability in Field Services with Handheld PDAs
- Collecting the important business data
- Analyzing the meaning of the data
- Reporting the data to my managers, my board and financial institutions
- Forecasting future growth and business performance based upon the data
- Improving my business processes to enable better performance in the future
- Investing in future products and services that will reap rewards in the future
My responsibilities are very similar to many officers and managers of small to medium sized businesses. The key to effective management is having accurate and timely data, understanding the data and making effective business decisions based upon the data.
Let's take a moment to ponder the process of collecting data in the world of field services (mobile service technicians). The field service manager often finds it difficult to collect the data from the point of work in a timely manner. Often the paper forms stay in the truck or van for hours, days or weeks before the data is entered into a computer system. This means the data is unusable for that period of time. The manager has no way of analyzing it. If the entire system is paper based and filed, then the information that is contained on the paper forms is not available for analysis, reporting or quick business decisions.
Mobilizing and automating the field services operations with handheld PDAs enables managers to have near real-time access to business data from work done remotely in the field. 75 service technicians can be synchronzing data throughout the day from a large geographic area and the data can be instantly viewed and analyzed. Decisions can be quickly made about issues such as:
- Equipment location
- Service Technician location
- Job status, job delays
- Equipment break downs
- Problem issues
- Change in schedules
- Personnel changes
- Customer issues
- Payment issues
- Unforseen technical challenges
- Unexpected costs
- Changes in inventory
- Much more
This is the kind of near real-time data/information that allows a manager to make good decisions that benefit the business TODAY. If managers are always working from data that is days old, they are too late to impact the quality of business today.
Quality Audits & Quality Assurance Using Mobile Handheld PDAs
The mobile application allows internal company quality auditors to inspect an operation and synchronize the data to the corporate Q&A database in near-real time. This allows the data from thousands of inspections around the world to be quickly analyzed for trends and problems.
Once the data is collected on mobile devices and synchronized to the corporate Q&A database, business analytic software can be used to understand the data and its impact on quality. Issues can be identified, policies implemented and problems resolved before they grow larger and become a public issue.
Visibility - Mobile Software on PDAs & Handheld Computers
My PSO (professional services organization) team has been assisting several organizations around the world this month on mobile software projects for handheld PDAs with a common theme - visibility. Let me explain:
Managers are often responsible for field work in locations where they are not physically present. They are personally accountable for the work delivered, but often have limited visibility into it. This is ALWAYS a challenge and a big risk.
In the last few days we have been working on mobile solutions that provide the following benefits:
- Help a large Paintless Dent Repair franchiser track the quality of work through mobile and onsite customer surveys, work orders and inspections
- Track the shipping and delivery of medicine throughout Africa and South America using mobile handheld computers that synchronize to a central database
- Help a construction manager document construction projects with inspection software and other applications that help manage many projects in different geographies, log each issue, assign a contractor to fix the work, reinspect and document
- Help a pharmaceutical company monitor their customers and any change of conditions in the USA and Canada
- Help a service company track their work orders, the time each service ticket takes to resolve, and the location of every service technician
- Help a shuttle service dispatch vans and track pick-ups and deliveries
Each of these examples demonstrate how companies that have work locations distributed over wide geographic areas can have better visibility into the work being done in the field.
Here are some of the tools that mobile handheld computers provide to help remote managers better track the work:
- GPS - vehicle and technician tracking
- Date and time stamps integrated with GPS to show the time a vehicle or technician was at a specific location
- GPS/Date & Time Stamp/Connected to Work Order or service ticket to provide evidence of work completed at a location and time
- Onsite customer survey - get real-time customer feedback on the quality of work performed so issues can be resolved immediately
- Digital images of before, during and after work performed. Photographic evidence associated with digital signatures, customer feedback and GPS coordinates are powerful tools for remote managers
- Inspections - upload and synchronize inspection data to the remote manager. The remote manager can then assign people/organizations to fix issues discovered on the inspection and monitor the repairs. This enables remote managers to effectively have "eyes and ears" at the jobsite and manage resolutions.
In summary, the collection of field data through human input on mobile handheld computers, plus technology like GPS, digital photography, mobile synchronization, digital signatures, mobile forms and shared websites to show real-time reports enable talented and experienced managers to effectively manage their areas of responsibilities remotely. This reduces risk, promotes field accountability, quality work and peace of mind for the managers and their companies. The ability to use and scale the talent and experience of your best managers over more projects located in more areas is a huge asset.
These are the kinds of mobile solutions MobileDataforce helps companies design, develop, deploy and support worldwide every day. If you would like to brainstorm about how a mobile solution might help your project or company please email us or call 208-384-1200.
Interviews with Kevin Benedict
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