{"id":37,"date":"2018-08-21T02:35:06","date_gmt":"2018-08-21T02:35:06","guid":{"rendered":"https:\/\/augmentir.com\/?p=37"},"modified":"2023-12-13T19:32:57","modified_gmt":"2023-12-13T19:32:57","slug":"field-service-its-deja-vu-all-over-again","status":"publish","type":"post","link":"https:\/\/www.augmentir.com\/de\/blog\/field-service-its-deja-vu-all-over-again","title":{"rendered":"Au\u00dfendienst: Es ist wieder ein Deja Vu"},"content":{"rendered":"<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1030\" height=\"343\" class=\"wp-image-5318\" src=\"https:\/\/www.augmentir.com\/wp-content\/uploads\/2020\/01\/Untitled-design-3-4.png\" alt=\"Au\u00dfendienst\" srcset=\"https:\/\/www.augmentir.com\/wp-content\/uploads\/2020\/01\/Untitled-design-3-4.png 1030w, https:\/\/www.augmentir.com\/wp-content\/uploads\/2020\/01\/Untitled-design-3-4-300x100.png 300w, https:\/\/www.augmentir.com\/wp-content\/uploads\/2020\/01\/Untitled-design-3-4-768x256.png 768w, https:\/\/www.augmentir.com\/wp-content\/uploads\/2020\/01\/Untitled-design-3-4-705x235.png 705w\" sizes=\"(max-width: 1030px) 100vw, 1030px\" \/><\/figure>\r\n\r\n<p>\u201eIn der Branche besteht ein zunehmender Druck, aus jedem Au\u00dfendiensttechniker das Beste herauszuholen.\u201c<\/p>\r\n<p>\u201eDie Auswirkungen von verlorenem Wissen und Kundenbeziehungen, die \u00fcber Jahre und Jahrzehnte von Technikern in den Ruhestand aufgebaut wurden, halten Serviceleiter nachts wach.\u201c<\/p>\r\n<p>\u201eViele Unternehmen waren nicht in der Lage, ihr \u201eStammeswissen\u201c systematisch zu erfassen, wodurch sie riskierten, wertvolle Einblicke in den Servicebetrieb zu verlieren.\u201c<\/p>\r\n<p>Diese Zitate stammen aus \u201eThe Future of Field Service\u201c, einem Artikel vom Februar 2018 in <a href=\"https:\/\/www.fieldtechnologiesonline.com\/doc\/the-future-of-field-service-0002\">Feldtechnologien online<\/a>. Nat\u00fcrlich k\u00f6nnte es sich auch um Zitate aus einer Version des Artikels aus dem Jahr 2008 oder einer fr\u00fcheren Version handeln. Wie kommt es, dass diese Probleme, die von Au\u00dfendienstleitern als bedeutsam angesehen wurden, nicht gel\u00f6st werden und Jahr f\u00fcr Jahr immer noch als Probleme betrachtet werden? Handelt es sich lediglich um hartn\u00e4ckige Probleme, f\u00fcr die es keine L\u00f6sung gibt? Vielleicht ist die Antwort auf diese Fragen in einem anderen Zitat aus dem Artikel verborgen:<\/p>\r\n<p>\u201eDer Kern des Au\u00dfendienstes, der Besuch des Technikers, ist der Aspekt, der von Au\u00dfendienstmanagementl\u00f6sungen am wenigsten angesprochen wird.\u201c<\/p>\r\n<p>Bisher wird alles vor und nach einem Besuch vor Ort weitgehend digitalisiert und protokolliert, aber vieles, was w\u00e4hrend des Besuchs passiert, ist immer noch eine Art \u201eBlack Box\u201c. Sicher, es gibt jetzt videobasierte Collaboration-Tools von Remote Expert, mit denen eine Sitzung aufgezeichnet werden kann, aber was ist, wenn die Person vor Ort der Experte IST und diesen Anruf nicht t\u00e4tigen muss? Au\u00dferdem erfassen diese L\u00f6sungen nicht, was vor oder nach dem Anruf passiert ist. Was hat der Techniker getan, der zu dem Anruf gef\u00fchrt hat? Ohne diese Informationen benachteiligen wir (a) den Experten, weil er keinen Kontext hat, um das Problem zu l\u00f6sen, und (b) nicht in der Lage sind, das Stammeswissen dar\u00fcber zu erfassen, was NICHT zu tun ist, oder die h\u00e4ufigen Fehler zu verstehen, die zu Schwierigkeiten f\u00fchren k\u00f6nnen das Feld.<\/p>\r\n<p>Seit meiner fr\u00fchen Arbeit an internetbasiertem Remote Service, zuerst mit Questra und dann mit ThingWorx, habe ich viele Unternehmen gesehen, die versucht haben, das Problem des Stammeswissens auf vielf\u00e4ltige Weise anzugehen. Wissensmanagementsysteme, Tools f\u00fcr soziale Netzwerke, Video-Chat-Sitzungen usw. waren alle bestenfalls m\u00e4\u00dfig erfolgreich und normalerweise zu sehr hohen Kosten. Der Grund daf\u00fcr ist, dass sie sich weitgehend auf \u201enach der Tat\u201c-Dokumentation verlassen haben. Den Techniker zu bitten, sich an alles zu erinnern, was vor Ort passiert ist (w\u00e4hrend er zum n\u00e4chsten Job eilt), ist oft eine Lektion in Sinnlosigkeit.<\/p>\r\n<p>Also, was ist die Antwort? Wie brechen wir diese Blackbox auf? Um noch einmal aus dem Artikel zu zitieren:<\/p>\r\n<p>\u201eEs scheint so paradox, dass sich so wenige L\u00f6sungen f\u00fcr das Au\u00dfendienstmanagement auf diese Aspekte des Au\u00dfendienstes konzentrieren.\u201c<\/p>\r\n<p>Einige Leute haben IIoT als L\u00f6sung gesehen, bei der die Ger\u00e4te selbst Daten sammeln und senden. Dies ist zwar sicherlich hilfreich, enth\u00fcllt aber nicht die wahre Geschichte dessen, was der Techniker vor Ort erlebt. Andere haben gesagt, dass die oben genannten Tools f\u00fcr die Videozusammenarbeit die Antwort sind, aber auch hier fehlen die entscheidenden Informationen vor und nach dem Anruf. Und es ist fast nie eine gute Idee (!), Social Networking und Menschen auf dem Weg in den Ruhestand zu mischen.<\/p>\r\n<p>Was ist die Antwort? Sind wir dazu bestimmt, f\u00fcr immer mit verbundenen Augen durch den abgedunkelten Raum des Kundenbesuchs zu wandern? Bei Augmentir denken wir vielleicht nicht. Aber dazu sp\u00e4ter mehr\u2026<\/p>","protected":false},"excerpt":{"rendered":"<p>\u201eIn der Branche besteht ein zunehmender Druck, aus jedem Au\u00dfendiensttechniker das Beste herauszuholen.\u201c \u201eDie Auswirkungen des Wissensverlusts und der Kundenbeziehungen, die \u00fcber Jahre und Jahrzehnte durch den Ausscheiden von Technikern aufgebaut wurden, halten Serviceleitern den Schlaf auf.\u201c \u201eViele Unternehmen waren nicht in der Lage, ihr \u201aStammeswissen\u2018 in einem [\u2026] zu erfassen.<\/p>","protected":false},"author":11,"featured_media":13342,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[4],"tags":[],"class_list":["post-37","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Field Service: It\u2019s Deja Vu All Over Again - 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