|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.
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 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 solutions, helping companies worldwide activate their data to drive more value and business insight and to transform moder...
Sep. 28, 2016 04:30 PM EDT Reads: 2,795
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
Sep. 28, 2016 04:15 PM EDT Reads: 1,462
Creating replica copies to tolerate a certain number of failures is easy, but very expensive at cloud-scale. Conventional RAID has lower overhead, but it is limited in the number of failures it can tolerate. And the management is like herding cats (overseeing capacity, rebuilds, migrations, and degraded performance). Download Slide Deck: ▸ Here
In his general session at 18th Cloud Expo, Scott Cleland, Senior Director of Product Marketing for the HGST Cloud Infrastructure Business Unit, discusse...
Sep. 28, 2016 04:15 PM EDT Reads: 2,417
Whether they’re located in a public, private, or hybrid cloud environment, cloud technologies are constantly evolving. While the innovation is exciting, the end mission of delivering business value and rapidly producing incremental product features is paramount.
In his session at @DevOpsSummit at 19th Cloud Expo, Kiran Chitturi, CTO Architect at Sungard AS, will discuss DevOps culture, its evolution of frameworks and technologies, and how it is achieving maturity. He will also cover various st...
Sep. 28, 2016 04:15 PM EDT Reads: 1,850
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud.
In his session at @DevOpsSummit at19th Cloud Expo, Valentin (Val) Bercovici, CTO of So...
Sep. 28, 2016 04:00 PM EDT Reads: 1,479
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things.
And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Sep. 28, 2016 03:15 PM EDT Reads: 4,135
What are the new priorities for the connected business? First: businesses need to think differently about the types of connections they will need to make – these span well beyond the traditional app to app into more modern forms of integration including SaaS integrations, mobile integrations, APIs, device integration and Big Data integration. It’s important these are unified together vs. doing them all piecemeal. Second, these types of connections need to be simple to design, adapt and configure...
Sep. 28, 2016 03:15 PM EDT Reads: 335
Digital innovation is the next big wave of business transformation based on digital technologies of which IoT and Big Data are key components, For example:
Business boundary innovation is a challenge to excavate third-party business value using IoT and BigData, like Nest
Business structure innovation may propose re-building business structure from scratch, as Uber does in the taxicab industry
The social model innovation is also a big challenge to the new social architecture with the design fr...
Sep. 28, 2016 03:15 PM EDT Reads: 1,305
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...
Sep. 28, 2016 03:00 PM EDT Reads: 3,863
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics.
In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
Sep. 28, 2016 02:45 PM EDT Reads: 1,738
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
Sep. 28, 2016 02:30 PM EDT Reads: 2,922
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley.
The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
Sep. 28, 2016 02:30 PM EDT Reads: 3,313
We’ve been doing it for years, decades for some. How many websites have you created accounts on? Your bank, your credit card companies, social media sites, hotels and travel sites, online shopping sites, and that’s just the start. We do it often without even thinking about it, quickly entering our personal information, our data, in a plethora of systems. Sometimes we’re not even aware of the information we are providing. It could be very personal information (think of the security questions you ...
Sep. 28, 2016 02:00 PM EDT Reads: 4,775
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world.
Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Sep. 28, 2016 02:00 PM EDT Reads: 4,419
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises.
The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Sep. 28, 2016 01:57 PM EDT Reads: 243