|By Kevin Benedict||
|July 15, 2014 10:00 AM EDT||
I write and speak often on the need to have a thoughtful Code Halo strategy in addition to your mobile and digital strategies. Code Halos is the term for the information that surrounds people, organizations, and devices. Many companies consider Code Halostrategies only for marketing, sales and customer service, but a well thought out Code Halo strategy for work done in the field like maintenance, repairs, asset management, construction and engineering is also important. Let me try to make the case here.
There are many different objects and variables that can impact the performance of a mobile workforce, especially in the services industry. In my enterprise mobility workshops I call these things PIOs (performance impact objects), and PIVs (performance impact variables).
Examples of PIOs:
- Job locations
- Equipment (and availability)
- Transportation (and availability)
- Vendor (and availability)
- Subcontractor (and availability)
- Jobsite access
Examples of PIVs:
- Schedules (dependencies)
- Condition of equipment repair/maintenance
Each of these items must come together at the right time and right place to optimize the performance of a field service technician. I think of PIOs and PIVs in the context of building the first transcontinental railroad in 1869. In order to be completed and functioning, all the PIOs/PIVs had to come together at the right physical place and time. If pieces were missing, or misaligned the entire system was delayed or fails.
In an ideal world, we would have full situational awareness. All of the data from each PIO and PIV would be instantly available to our management system so predictive analytics and artificial intelligence could align all the variables for optimized service delivery. Full situational awareness does not happen by accident. It requires a great deal of strategy, planning and execution.
All of the PIOs and PIVs need to be tracked and monitored. Sensors (IoT), GPS vehicle tracking and smartphones all play an important role here. The data that is needed to make right decisions, either by a human decision maker or an artificial intelligence system needs to be collected, and as data has a shelf-life, it needs to be timely. Those on the Titanic knew they were in trouble, but only when it was too late to prevent the trouble. They would have appreciated good information a few minutes earlier.
Let me provide a scenario for consideration. A customer calls in and requires repairs to a specialized, expensive piece of equipment. The repair requires specialized training and skills, certifications, special parts, special tools and experience. Knowing just the schedules and locations of your field service technicians is not good enough. You need to know information concerning each PIO and PIV. In order to optimally provide service to your customer, you need to know and monitor all relevant information, and since most field services teams are mobile, that means mobile technology and wireless sensors must be integrated with as many PIOs and PIVs systems as possible in order to provide the necessary data and visibility to maximize productivity.
When PIOs and PIVs are all connected via a shared network that provides visibility to network members it is called a Network Centric Operation. A full network centric operational environment may not be economically feasible for 25 service technicians, but for 25,000 service technicians yes.
If you have an available field service technician without the right experience or qualifications, then that doesn't help. If you have a qualified, experienced and available field services technician, but without the right tools, equipment, parts or their location is too distant to be of service, then that also doesn't help.
PIOs/PIVs are most often not in one location for easy management. They are located in many different locations and accessed via many different systems. Enterprise mobility, sensors, connectivity, integration, dashboards, dynamic scheduling, HCM (human capital management), GPS tracking and event/project management, predictive analytics and artificial intelligence are all required to bring all of these pieces, data and variables together to provide optimal productivity. Ideally these would be brought together under a considered Code Halo strategy for collecting, analyzing and using data to optimize productivity.
Writer, Speaker, Editor
Senior Analyst, Digital Transformation, EBA, Center for the Future of Work Cognizant
View my profile on LinkedIn
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Browse the Mobile Solution Directory
Join the Linkedin Group Strategic Enterprise Mobility
Join the Google+ Community Mobile Enterprise Strategies
Recommended Strategy Book Code Halos
Recommended iPad App Code Halos for iPads
***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and digital transformation analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
May. 27, 2016 12:00 PM EDT Reads: 2,206
SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer's modular architecture, full-featured API, and sophisticated automation provide unparalleled performance and control. Its flexible unified platform seamlessly spans physical and virtual devices linked via a world...
May. 27, 2016 10:45 AM EDT Reads: 2,149
SYS-CON Events announced today that EastBanc Technologies will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. EastBanc Technologies has been working at the frontier of technology since 1999. Today, the firm provides full-lifecycle software development delivering flexible technology solutions that seamlessly integrate with existing systems – whether on premise or cloud. EastBanc Technologies partners with p...
May. 27, 2016 10:30 AM EDT Reads: 2,184
SYS-CON Events announced today Object Management Group® has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
May. 27, 2016 10:00 AM EDT Reads: 2,381
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
May. 27, 2016 10:00 AM EDT Reads: 3,093
In his session at 18th Cloud Expo, Bruce Swann, Senior Product Marketing Manager at Adobe, will discuss how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects). Bruce Swann has more than 15 years of experience working with digital marketing disciplines like web analytics, social med...
May. 27, 2016 10:00 AM EDT Reads: 1,290
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, will exhibit at the 18th International CloudExpo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
May. 27, 2016 10:00 AM EDT Reads: 2,317
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
May. 27, 2016 09:45 AM EDT Reads: 1,045
Companies can harness IoT and predictive analytics to sustain business continuity; predict and manage site performance during emergencies; minimize expensive reactive maintenance; and forecast equipment and maintenance budgets and expenditures. Providing cost-effective, uninterrupted service is challenging, particularly for organizations with geographically dispersed operations.
May. 27, 2016 09:00 AM EDT Reads: 1,960
The IoTs will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm and share the must-have mindsets for removing complexity from the development proc...
May. 27, 2016 09:00 AM EDT Reads: 1,886
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...
May. 27, 2016 08:45 AM EDT Reads: 1,117
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
May. 27, 2016 08:00 AM EDT Reads: 2,367
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, will provide an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life ...
May. 27, 2016 07:45 AM EDT Reads: 1,925
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
May. 27, 2016 07:00 AM EDT Reads: 1,278
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...
May. 27, 2016 06:45 AM EDT Reads: 2,120
SYS-CON Events announced today that MobiDev will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MobiDev is a software company that develops and delivers turn-key mobile apps, websites, web services, and complex software systems for startups and enterprises. Since 2009 it has grown from a small group of passionate engineers and business managers to a full-scale mobile software company with over 200 develope...
May. 27, 2016 06:15 AM EDT Reads: 2,528
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, will discuss the importance of WebRTC and how it enables companies to fo...
May. 27, 2016 05:15 AM EDT Reads: 2,490
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device. For more information, please visit https://www.mangoapps.com/.
May. 27, 2016 05:00 AM EDT Reads: 725
SYS-CON Events announced today TechTarget has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. TechTarget is the Web’s leading destination for serious technology buyers researching and making enterprise technology decisions. Its extensive global networ...
May. 27, 2016 04:45 AM EDT Reads: 3,137
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
May. 27, 2016 01:30 AM EDT Reads: 1,977