Remote repair, diagnostics, and maintenance

Biehl, Markus; Prater, Edmund; McIntyre, John R.

doi:10.1145/1029496.1029501

Cited by 49 publications

(52 citation statements)

References 2 publications

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“…These systems rely on the accuracy, timeliness, volume, multi-dimensionality and extended time-span of new forms of digital data representing production states and objects. They not only can automate significant portions of component-based performance monitoring, but can also help diagnose problems or provide early signaling for potential problems (Biehl, Prater, & McIntyre, 2004). These systems are organized around rich forms of digital data gathering and exchange (Simmons, 2001) that allow for extensive, real time, and model-based computations.…”

Section: Remote Diagnostics Systemsmentioning

confidence: 99%

Turn to the material: Remote diagnostics systems and new forms of boundary-spanning

Jonsson

Holmström

Lyytinen³

2009

Information and Organization

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To learn and adapt, organizations engage widely in Information Technology (IT)-mediated boundary-spanning. This involves making sense of a swath of peripheral information made available by digital means so as to expand local knowledge. Prior research on boundaryspanning has paid scant attention to material differences between IT systems in enabling or constraining such activity. In this article, we argue that material features do matter: features afforded by IT systems have a significant impact on the form and content of boundary-spanning. We analyze material features and related affordances provided by remote diagnostics systems -a family of ubiquitous IT systems. These features allow remote diagnostics systems to collect, store, and continuously analyze data about the state of machinery and related production processes across space, time and organizational boundaries. Organizations use these systems to determine when maintenance intervention is needed, or to improve their production processes. Often, these systems are run by external service providers at remote sites, which become the new ears and the eyes of a focal organization's production processes. Building on a longitudinal multi-site case study of two organizations, we explore the impacts of remote diagnostics systems on boundary-spanning. We observe that material features afforded by the remote diagnostics led the organizations to change their boundaryspanning in contradictory ways. On one hand, they reinforced existing boundaries. On the other hand, they crossed or cut down others, or created new ones. This suggests that the material features of these systems, when combined with new knowledge creation and sharing practices, within and between the local and the remote sites generate richer, multifaceted inter-organizational knowledge flows. We surmise that IT's new material features will continue to significantly shape organizing logics that determine where and when organizational boundaries are drawn and crossed. Future boundary-spanning will increasingly be shaped by socio-technical assemblages brought together by increasingly pervasive IT capabilities.

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Section: Remote Diagnostics Systemsmentioning

confidence: 99%

Turn to the material: Remote diagnostics systems and new forms of boundary-spanning

Jonsson

Holmström

Lyytinen³

2009

Information and Organization

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“…Some machine tool manufacturers in the United States have also implemented simple but limited remote alarm monitoring systems. In Japan, Toyota have implemented Makino's technology for remote support which is proprietary and complex to maintain for end users [2].…”

Section: B Review and Industrial Needmentioning

confidence: 99%

“…Implementing such solutions are tremendously beneficial [1] in minimising costs associated with technical support. It has been estimated that remote monitoring functionality cannot only save 20% to 30% of costs associated to the after-sales support [2] but also improve service efficiency, reduce any equipment downtime, and provide better end user satisfaction. Strategically, it establishes strong relationship between business partners (such as control vendors, component suppliers, manufacturing end users and the machine builders) involved within a machine development and management lifecycle [3].…”

mentioning

confidence: 99%

Distribution of Machine Information Using Blackboard Designed Component for Remote Monitoring of Reconfigurable Manufacturing Systems

Barot

Harrison

McLeod

2010

2010 IEEE 24th International Conference on Advanced Information Networking and Applications Workshops

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“…Previously the maintenance teams relied on their staff's personal skills and use of senses to monitor the machine's condition (Westergren, 2007). Nowadays, they are more likely to be monitored through IT-applications such as remote diagnostics systems that can automatically monitor performance, diagnose problems and request attention from service technicians for detected problems (Biehl, et al, 2004). The monitoring is increasingly being outsourced to remote service providers where experts use the IT-infrastructure to access data from the customers and perform analysis (Jonsson, et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

Industrial Informatics Design, Use and Innovation

Holmström¹,

Wiberg²,

Lund³

2010

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As computer devices go embedded into the environment people will be surrounded by ubiquitous computers in their everyday life. These devices can serve as a base in services where data are collected and analyzed to serve the customers. Ubiquitous services are to a great extent invisible as people can neither see the computers nor have to be involved in the data collection or the data analysis. The service provider can be located at a distance and is thus also invisible to the customers. A challenge for the parties involved in the service production is to deal with the invisibility and the distance that emerge in ubiquitous services. The aim of this paper is to address the issues of invisibility and distance in ubiquitous services by exploring the implications of using ubiquitous computing to produce services. To address this question, the paper adopts a practice perspective to analyze data from an empirical case study of a remote diagnostics service provider and one of its customers in the mining industry. The study shows that both human enactment and the technology have implications for the service. They do however, reveal a paradox: the technology is designed to enable invisible services while people's enactment of the service strives towards making them more visible. For ubiquitous service providers it is important to cope with this paradox, otherwise it might cause unfulfilled expectations and an unsuccessful service delivery.

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Remote repair, diagnostics, and maintenance

Abstract: An overview and comparison of the U.S., Japanese, and German machine tool industries.

Cited by 49 publications

References 2 publications

Turn to the material: Remote diagnostics systems and new forms of boundary-spanning

Turn to the material: Remote diagnostics systems and new forms of boundary-spanning

Distribution of Machine Information Using Blackboard Designed Component for Remote Monitoring of Reconfigurable Manufacturing Systems

Industrial Informatics Design, Use and Innovation

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