Alleviating the challenges of manual data collection with field force management integration interface

Juha Tiihonen*, Jukka Borgman, Johannes Lehtinen

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Product manufacturers can gain significant competitive advantage to their service business by utilizing detailed information about the product individuals that form the installed base or are under service contracts. This Service Base Information includes details on failures and maintenance, location and site, compositional structure, operation and environment, and data for key performance indicators. Information can be collected manually or by automated means. However, 8 cases from Finnish machine building and telecommunications industries indicate that the state-of-the-practice still has significant room for improvement. Quality of manually collected information is often insufficient for many analyses and scope often too narrow. We identify the information needs and describe a proposed OASIS standard - Field Force Management Integration Interface (FFMII). When FFMII is applied with appropriate data content, coding systems, and user interfaces, it is possible to increase the scope and quality of service base information without excessive reporting burden on field engineers. We show how FFMII can be applied to collect necessary information. This, in turn, enables fact-based adaptation of preventive maintenance programs, more efficient field operations, more accurate pricing of service sales, and analysis of field reliability.

Original languageEnglish
Pages (from-to)27-34
Number of pages8
JournalINTERNATIONAL JOURNAL OF COMADEM
Volume18
Issue number1
Publication statusPublished - 1 Jan 2015
MoE publication typeA1 Journal article-refereed

Keywords

  • Data collection
  • Field-force management
  • Installed base
  • Service base
  • Service base information

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