Skip to main content

Didn't you double check?


Apparently a battle ensued last night between Influential Irene's hair and pillow as her golden locks now looked as if she had just stuck her finger in an electrical socket.  Business travel was not Irene's favorite; however, she understood how important it is to get out of the office.  A nice hot shower, that would get everything back on track.  Much to her dismay only cold water flowed from her shower nozzle.  Torn now between frustration and empathy, as all service companies know that electro-mechanical equipment fails.  Hotels highest profile items, hot water, power, and no bed bugs should be checked and double-checked.  Now the actions, or in this case lack thereof, will likely cost this organization immediate and long-term costs.



As Irene made her way downstairs the roar of complaining guests filled the lobby.  How is it possible that this happened?  Conscientious technicians typically correct these errors during their testing or observing phases.  Her thoughts bounced back and forth just like a ping-pong ball between the left and right sides of her brain.  Irene started to run through some possibilities:

  • In a hurry and / or careless?  possibly a late night call after a full day.  Remedy | checklists, digital or paper and the discipline to run from top to bottom
  • Lack of skills?  often a convenient catch-all; however, many times simply BS.  Remedy | product documentation at site, FAQ's posted, leverage of BOT (see previous posts)
  • Tech does not give a crap?  the longer a service manager has been in their position the higher likelihood of using this cop-out.    Remedy | while the aforementioned may be true the root cause is often traced back to your organizations culture.  How does that saying go about throwing rocks in glass houses?



While no technology can solve all of these challenges, augmented reality shows promise.  Once you believe folks are trying to do the right thing, your world will open to many possibilities.  For me, if sensors and logic can assist someone when they need help, without compromising them amongst their peers, bring it on!



-----

Next post:  who's data is it?
----- 
Labels:

Comments

Post a Comment

Popular posts from this blog

In$pired

As the steam from Avid Andy's coffee fogged his glasses on this crisp January morning, he reflected on last year and thought enthusiastically about the year ahead.   Sometimes the noise of business is deafening, we rarely take the time to contemplate our moves, instead are often thrown one direction or another.   Hey, face it, if you are reading posts to gain perspective you fall in the group of folks who pride themselves as obsequious hoop-jumpers.   We live to help others and expect that all of those around us feel the same way.   I just love Influential Irene.   Okay, it is out in the open, she is an inspiration for me and so many others.   Irene reminds folks every year, without fail, these three statements which she fondly refers to as "the punchline" (although this is no joke).   Businesses, of any size, will be successful if they remember that it is people that make a company.   Put this advice into practice, today: Sincerity |...
Post a Comment
Read more

expert at everything...not a problem

Well... I would say sometimes there certainly is a perceived notion that one person is an expert at everything. For the worker "everything" may be defined as the specific area in which you were hired or are constantly scheduled. Our opinions are frequently influenced off of past experience, or information we've received from their coworkers. Unfortunately this only gives us partial insight to that workers expertise and often is limited to their most recent history. Narrowly focused accounting is made of the skills that this individual possess. Come on, can't we figure out a way to leverage all of the skills of a particular worker? One of the challenges has always been that relationship between the activities which need to be accomplished and the myriad skills of individuals within your workforce. In addition, even if you could inventory and get a pretty good handle on the skill sets, they are constantly changing (with any luck) and thus the ineffective process of ...
Post a Comment
Read more

Who owns the data?

Finally the capital budget allows you to replace some very old equipment.    You can't open a trade magazine without seeing the latest news regarding the Industrial Internet of Things (IIoT).   Lucky for you the equipment manufacturers are offering an IIoT ready solution packaged with your equipment.   Suddenly your enthusiasm turns to confusion as you review the details of the quote.   What the hell is that subscription fee?   Isn't this equipment mine; lock, stock and barrel?   You mean to tell me that I need to pay the manufacturer, every month,   to give me the luxury of accessing data produced by the equipment I just purchased?   The only explanation has to be new math, at least as a child this is what my parents told me when I asked hard to answer questions. It's amazing how history repeats itself, we are starting to see manufacturer specific data languages appearing in their "smart" equipment.   Didn't we learn our lesson ...
Post a Comment
Read more