{"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\/es\/blog\/field-service-its-deja-vu-all-over-again","title":{"rendered":"Servicio de campo: Es como si volviera a ser un d\u00e9j\u00e0 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=\"servicio de campo\" 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>\u201cExiste una presi\u00f3n cada vez mayor sobre el sector para aprovechar al m\u00e1ximo cada t\u00e9cnico de servicio de campo\u201d.<\/p>\r\n<p>\u201cEl impacto de la p\u00e9rdida de conocimiento y de las relaciones con los clientes construidas a lo largo de los a\u00f1os y d\u00e9cadas por los t\u00e9cnicos que se jubilan mantiene a los l\u00edderes de servicio despiertos por las noches\u201d.<\/p>\r\n<p>\u201cMuchas empresas no han podido capturar su &#039;conocimiento tribal&#039; de manera sistem\u00e1tica, con el riesgo de perder informaci\u00f3n valiosa sobre las operaciones de servicio\u201d.<\/p>\r\n<p>Estas citas provienen de \u201cEl futuro del servicio de campo\u201d, un art\u00edculo de febrero de 2018 en <a href=\"https:\/\/www.fieldtechnologiesonline.com\/doc\/the-future-of-field-service-0002\">Tecnolog\u00edas de campo en l\u00ednea<\/a>Por supuesto, tambi\u00e9n podr\u00edan haber sido citas de una versi\u00f3n del art\u00edculo de 2008 o incluso anterior. \u00bfPor qu\u00e9 estos problemas, considerados importantes por los ejecutivos del Servicio de Campo, no se resuelven y siguen consider\u00e1ndose problemas a\u00f1o tras a\u00f1o? \u00bfSon simplemente problemas insolubles sin soluci\u00f3n? Quiz\u00e1s la respuesta a estas preguntas se encuentre en otra cita del art\u00edculo:<\/p>\r\n<p>\u201cEl n\u00facleo del servicio de campo, la visita del t\u00e9cnico, es el aspecto menos abordado por las soluciones de gesti\u00f3n de servicios de campo\u201d.<\/p>\r\n<p>Hasta la fecha, todo lo que ocurre antes y despu\u00e9s de una visita al sitio se digitaliza y registra en gran medida, pero gran parte de lo que sucede durante la visita sigue siendo, en gran medida, una &quot;caja negra&quot;. Si bien existen herramientas de colaboraci\u00f3n de expertos remotos basadas en video que permiten grabar una sesi\u00f3n, \u00bfqu\u00e9 sucede si la persona en el sitio ES el experto y no necesita realizar esa llamada? Adem\u00e1s, estas soluciones no capturan lo que sucedi\u00f3 antes o despu\u00e9s de la llamada. \u00bfQu\u00e9 hizo el t\u00e9cnico antes de la llamada? Sin esa informaci\u00f3n, (a) ponemos al experto en desventaja porque carece de contexto para ayudar a resolver el problema y (b) no logramos captar el conocimiento local sobre lo que NO se debe hacer ni comprender los errores comunes que podr\u00edan generar dificultades en el campo.<\/p>\r\n<p>Desde mis inicios trabajando en servicios remotos por internet, primero con Questra y luego con ThingWorx, he visto a muchas empresas intentar abordar el problema del conocimiento tribal de diversas maneras. Los sistemas de gesti\u00f3n del conocimiento, las herramientas de redes sociales, las sesiones de videochat, etc., han tenido un \u00e9xito moderado en el mejor de los casos, y generalmente a un coste muy elevado. Esto se debe a que depend\u00edan en gran medida de la documentaci\u00f3n posterior. Pedirle al t\u00e9cnico que recuerde todo lo ocurrido en la obra (mientras se apresuran a su siguiente trabajo) suele ser una lecci\u00f3n de inutilidad.<\/p>\r\n<p>Entonces, \u00bfcu\u00e1l es la respuesta? \u00bfC\u00f3mo desciframos esa caja negra? Citando el art\u00edculo una vez m\u00e1s:<\/p>\r\n<p>\u201cParece parad\u00f3jico que tan pocas soluciones de gesti\u00f3n de servicios de campo se centren en estos aspectos del servicio de campo\u201d<\/p>\r\n<p>Algunos consideran el IIoT como una soluci\u00f3n, permitiendo que el propio equipo recopile y env\u00ede datos. Si bien esto es ciertamente \u00fatil, no revela la verdadera experiencia de la tecnolog\u00eda en el sitio. Otros afirman que las herramientas de colaboraci\u00f3n por video mencionadas son la soluci\u00f3n, pero, de nuevo, falta informaci\u00f3n crucial antes y despu\u00e9s de la llamada. Y mezclar las redes sociales con personas que se acercan a la jubilaci\u00f3n casi nunca es buena idea.<\/p>\r\n<p>Entonces, \u00bfcu\u00e1l es la respuesta? \u00bfEstamos destinados a deambular eternamente por la sala oscura de la visita al cliente con los ojos vendados? En Augmentir creemos que quiz\u00e1s no. Pero hablaremos mucho m\u00e1s de eso m\u00e1s adelante\u2026<\/p>","protected":false},"excerpt":{"rendered":"<p>Existe una creciente presi\u00f3n en el sector para aprovechar al m\u00e1ximo a cada t\u00e9cnico de servicio de campo. El impacto de la p\u00e9rdida de conocimiento y de las relaciones con los clientes, forjadas a lo largo de los a\u00f1os y d\u00e9cadas por los t\u00e9cnicos jubilados, mantiene a los l\u00edderes de servicio despiertos. Muchas empresas no han logrado capturar su &quot;conocimiento ancestral&quot; en [\u2026]<\/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 - Augmentir<\/title>\n<meta name=\"description\" content=\"How the impact of lost knowledge and customer relationships built over the years poses challendes in the field service industry.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.augmentir.com\/es\/blog\/field-service-its-deja-vu-all-over-again\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Field Service: It\u2019s Deja Vu All Over Again - 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