{"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\/fr\/blog\/field-service-its-deja-vu-all-over-again","title":{"rendered":"Service sur le terrain\u00a0: c'est encore du d\u00e9j\u00e0-vu"},"content":{"rendered":"
\"service<\/figure>\r\n\r\n

\u00ab Il y a une pression croissante sur le secteur pour tirer le meilleur parti de chaque technicien de service sur le terrain. \u00bb<\/p>\r\n

"L'impact de la perte de connaissances et des relations avec les clients construites au fil des ann\u00e9es et des d\u00e9cennies par les techniciens qui prennent leur retraite emp\u00eache les chefs de service de dormir la nuit."<\/p>\r\n

"De nombreuses entreprises n'ont pas \u00e9t\u00e9 en mesure de capturer leurs 'connaissances tribales' de mani\u00e8re syst\u00e9matique, risquant de perdre des informations pr\u00e9cieuses sur les op\u00e9rations de service."<\/p>\r\n

Ces citations proviennent de \u00ab The Future of Field Service \u00bb, un article de f\u00e9vrier 2018 dans Technologies de terrain en ligne<\/a>. Bien s\u00fbr, il aurait \u00e9galement pu s\u2019agir de citations d\u2019une version de 2008 ou m\u00eame d\u2019une version ant\u00e9rieure de l\u2019article. Pourquoi ces probl\u00e8mes qui ont \u00e9t\u00e9 consid\u00e9r\u00e9s comme des probl\u00e8mes importants par les dirigeants de Field Service ne sont-ils pas r\u00e9solus et sont-ils toujours consid\u00e9r\u00e9s comme des probl\u00e8mes ann\u00e9e apr\u00e8s ann\u00e9e ? S\u2019agit-il simplement de probl\u00e8mes insolubles qui n\u2019ont pas de solution ? Peut-\u00eatre que la r\u00e9ponse \u00e0 ces questions est cach\u00e9e dans une autre citation de l\u2019article\u00a0:<\/p>\r\n

"Le c\u0153ur du service sur le terrain, la visite du technicien, est l'aspect le moins abord\u00e9 par les solutions de gestion du service sur le terrain."<\/p>\r\n

\u00c0 ce jour, tout ce qui se passe avant et apr\u00e8s une visite de site est num\u00e9ris\u00e9 et document\u00e9 dans une large mesure, mais une grande partie de ce qui se passe pendant la visite est encore une \u00ab\u00a0bo\u00eete noire\u00a0\u00bb. Bien s\u00fbr, il existe maintenant des outils de collaboration bas\u00e9s sur la vid\u00e9o Remote Expert qui peuvent permettre l'enregistrement d'une session, mais que se passe-t-il si la personne sur place EST l'expert et n'a pas besoin de passer cet appel\u00a0? De plus, ces solutions ne capturent pas ce qui s'est pass\u00e9 avant ou apr\u00e8s l'appel. Qu'est-ce que le technicien a fait avant l'appel\u00a0? Sans ces informations, nous (a) d\u00e9savantageons l'expert parce qu'il n'a aucun contexte pour aider \u00e0 r\u00e9soudre le probl\u00e8me et (b) nous ne parvenons pas \u00e0 saisir les connaissances tribales de ce qu'il ne faut PAS faire, ou \u00e0 comprendre les erreurs courantes qui pourraient entra\u00eener des difficult\u00e9s dans le champ.<\/p>\r\n

Depuis mes premiers jours de travail sur le service \u00e0 distance bas\u00e9 sur Internet, d'abord avec Questra puis avec ThingWorx, j'ai vu de nombreuses entreprises qui ont essay\u00e9 de r\u00e9soudre le probl\u00e8me des connaissances tribales de plusieurs mani\u00e8res. Les syst\u00e8mes de gestion des connaissances, les outils de r\u00e9seautage social, les sessions de chat vid\u00e9o, etc. ont tous connu au mieux un succ\u00e8s mod\u00e9r\u00e9, et g\u00e9n\u00e9ralement \u00e0 un co\u00fbt tr\u00e8s \u00e9lev\u00e9. La raison en est qu'ils se sont largement appuy\u00e9s sur la documentation \u00ab apr\u00e8s coup \u00bb. Demander au technicien de se souvenir de tout ce qui s'est pass\u00e9 sur place (alors qu'il se pr\u00e9cipite vers le prochain travail) est souvent une le\u00e7on de futilit\u00e9.<\/p>\r\n

Donc quelle est la r\u00e9ponse? Comment casser cette bo\u00eete noire ? Pour citer encore une fois l'article :<\/p>\r\n

"Il semble tellement paradoxal que si peu de solutions de gestion des services sur le terrain se concentrent sur ces aspects du service sur le terrain"<\/p>\r\n

Certaines personnes ont vu l'IIoT comme une solution, laissant l'\u00e9quipement lui-m\u00eame collecter et envoyer des donn\u00e9es. Bien que cela soit certainement utile, cela ne r\u00e9v\u00e8le pas la v\u00e9ritable histoire de ce que la technologie vit sur place. D'autres ont dit que les outils de collaboration vid\u00e9o susmentionn\u00e9s sont la r\u00e9ponse, mais encore une fois, il manque des informations critiques avant et apr\u00e8s l'appel. Et m\u00e9langer les r\u00e9seaux sociaux et les personnes qui se dirigent vers la retraite n'est presque jamais une bonne id\u00e9e (!).<\/p>\r\n

Donc quelle est la r\u00e9ponse? Sommes-nous destin\u00e9s \u00e0 errer \u00e9ternellement dans la pi\u00e8ce sombre de la visite du site client avec un bandeau sur les yeux\u00a0? Chez Augmentir nous pensons peut-\u00eatre que non. Mais beaucoup plus \u00e0 ce sujet plus tard\u2026<\/p>","protected":false},"excerpt":{"rendered":"

\u00ab Il y a une pression croissante sur le secteur pour tirer le meilleur parti de chaque technicien de service sur le terrain. \u00bb \u00ab L\u2019impact de la perte de connaissances et des relations clients construites au fil des ann\u00e9es et des d\u00e9cennies par les techniciens qui partent \u00e0 la retraite emp\u00eache les responsables du service de dormir la nuit. \u00bb \u00ab De nombreuses entreprises n'ont pas \u00e9t\u00e9 en mesure de capturer leur \u00ab savoir tribal \u00bb de mani\u00e8re [\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":"\nField 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\/fr\/blog\/field-service-its-deja-vu-all-over-again\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\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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