It’snotaboutthetechnology……itisaboutthebusiness

Librestream InnovatorForum

andUserConference

London

6October2017

DrShaunWest

West,2017

Introduction

Theproblemandthepurpose

… toshowthatdigitaltechnologiescanimproveengagement

Wewilllookatlife20years

agoandseewhathas

changed. Usingcaseswewill

learnwhatcanbeachieved.

Wewillreflectonthelessons

learnt.

… tofindwayswherewecanimproveourworkingmethods

Purpose

Howcanweimaginenewwaystohelppeoplegadgets?

Problem

West,2017

Pre-industry4.0

Autilitydeliveringremotesupport

• Wefounda

crack!

Pakistan

• Canyoutake

aphoto

Swindon

• Hereisthe

photo

Pakistan

• Howlongis

thecrack?

Swindon

• ...

Pakistan

Wedevelopedaprocessbasedonaseriesofquestions,togetherwemonitoredthecrack

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Pre-industry4.0

Whatdidwehave20yearsago?

Withbasictechnologywewereabletoprovideremotesupport

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Pre-industry4.0

Whatdidweachieve?

Remoteteamworkingrequirestechnology,personaltrustandacommonaim

Theturbinewassafelyoperated

forafurther8weeks…

… unplannedconvertedtoplanned

… limitedimpactongeneration

… noimpactonincome

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Industry4.0andIOT

Sowhatisdifferenttoday?

Remoteteamworkingstill requirestechnology,personaltrustandacommonaim

Todaywehavemore…

… technology

… moredata

… increasedexpectations

But…

… machinescontinuetobreak

… westillneedremotesupport

& IOT

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West,2017

Industry4.0andIOT

Technologysupportingpeopleandprocess

Weallhavethetechnologytoday– itisdisconnectedanddoesnothelpustodoourjobs

Ihavethetechnologytodayinmy

hand!Thisisarealchange…

… itisreal andnothype

… nowhowdoweuseit?

… whatcoulditbeusedfor?

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Industry4.0andIOT

Lookatwhatispossibletoday…

Weallhavethetechnologytoday– let’slearntomasterit!

JohannWolfgangvonGoethe (* 28.August 1749 in Frankfurtam

Main als JohannWolfgangGoethe;† 22.März 1832 in Weimar),1782 geadelt,

warein deutscher Dichter und

Naturforscher.Er giltals einer der

bedeutendsten Repräsentanten

deutschsprachiger Dichtung.

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Usecase

Oilrigassetmanagement

Integrationofvideocollectionwithbigdatacanallowustobettermanageassetintegrity

Assetintegrityiscritical…

… Icannotuseapen

… wheredoweneedtorecoat?

… wasitdonecorrect?

http://www.geovert.com/assets/slides/Libertade-Hull-Bayu-Undan.JPG

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Usecase

HowdoI’droptheengine’?

Realtimecollaborationandon-the-jobtrainingbecomespossible

Witha$13Massetdroppingitcan

beexpensive…

… supportson-the-jobtraining

… supportsknow-howsharing

… reducesrisks

https://s-media-cache-ak0.pinimg.com/originals/86/9d/b1/869db1af494f7bc2b8fd96a5b666cf01.jpg

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Usecase

Improvingcollaborationbetweenoperationsandmaintenance

Jointfaultfindingbecomespossiblewithallsharing(seeing)thesameinformation

http://voith.com/en/products-services/hydro-power/automation-553.html

Whathappenstodaywhen

someoneneedstogointervene

locally?

… onepersoninthecontrolroom

… onelocalperson

… feedbackviaradio

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Usecase

Supportinganexpert

Providesinformationandsupport– theknow-howcanbeusedandreused…

IamagoodsurgeonbutIonlydo

thisprocedureafewtimesper

year…

… helpmeinsertthesuture?

… I’vefoundsomething!

… Ineedtoreviewtheprocedure

http://2.bp.blogspot.com/-HstZ0Nv1U54/VEo7zYDs99I/AAAAAAAADg8/z3SgX80pBRY/s1600/IMG_1364.jpeg

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Usecase

Remotewitnesstests

Theengagement(andtrust)canbeincreasedratherthandecreased

Thecustomercannotattendthe

witnesstest…

… wecannotdelaythetest(again)

… paymentisbasedonthetest

… thecustomerdoesnottrustthe

testreport

http://2.bp.blogspot.com/-HstZ0Nv1U54/VEo7zYDs99I/AAAAAAAADg8/z3SgX80pBRY/s1600/IMG_1364.jpeg

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Reflections

Todayitisnotabouttechnology,itisabouthowweusetechnologytohelpus

Weshouldbeconcentratingonbusinessprocessesandoutcomesandimaginingwhat

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Reflections

Todayitisnotabouttechnology,itisabouthowweusetechnologytohelpus

Adaptedfrom:https://www.thoughtworks.com/blogs/customer-experience

Integratingdigitaltechnologies,people andprocesses isnot easy

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Reflections

Whoandwhatshouldbethefocus?

Complexecosystemwithmanyactorsanddifferentneeds,

perspectivesandvalueexpectations– adifferentapproachisneeded

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Byunderstandingtheecosystems,thebusinessandthepeople

we”seewhatothersseeandunderstandwhatotherunderstand”

ProposedmethodologytohelpinthenewIndustries4.0-enabledworld

ServiceDesignThinkingandLEANtoolscanhelp

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pic Kopie.pdf 1 06.12.16 15:42

Create&testprototypesvaluepropositionsForeachpersona testanditerate

PersonaempathymapsDescriberelationshipsbetweentheactors

Customer journeyUnderstandthestepsofthejourney

SituationalanalysisUnderstandvalueintheecosystem

Job-to-be-doneWhatisthepersonsjob-to-be-done?Whatistheirdesiredoutcome?Ecosystem visualization

Analysistoidentifykeyactors

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pic Kopie.pdf 1 06.12.16 15:42

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Closing

Weneedtomovebeyondjustgadgets

Industry4.0technologiesarenot new

Wecan dothingsbetterwithdigitaltechnologies

Digitaltechnologiesmustsupportpeople andprocesses

Weneedtolearnto

integratedigitalintoour

business…

… toimproveoutcomes

… tosupportprocess

… toengagewithpeopleChallenges areasmuchcultural astechnologybased

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Thanksforyourtime!slideshare.net/ShaunWest