librestream technologies innovation meeting london
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It’snotaboutthetechnology……itisaboutthebusiness
Librestream InnovatorForum
andUserConference
London
6October2017
DrShaunWest
West,2017
Introduction
Theproblemandthepurpose
… toshowthatdigitaltechnologiescanimproveengagement
Wewilllookatlife20years
agoandseewhathas
changed. Usingcaseswewill
learnwhatcanbeachieved.
Wewillreflectonthelessons
learnt.
… tofindwayswherewecanimproveourworkingmethods
Purpose
Howcanweimaginenewwaystohelppeoplegadgets?
Problem
West,2017
Pre-industry4.0
Autilitydeliveringremotesupport
• Wefounda
crack!
Pakistan
• Canyoutake
aphoto
Swindon
• Hereisthe
photo
Pakistan
• Howlongis
thecrack?
Swindon
• ...
Pakistan
Wedevelopedaprocessbasedonaseriesofquestions,togetherwemonitoredthecrack
West,2017
Pre-industry4.0
Whatdidwehave20yearsago?
Withbasictechnologywewereabletoprovideremotesupport
West,2017
Pre-industry4.0
Whatdidweachieve?
Remoteteamworkingrequirestechnology,personaltrustandacommonaim
Theturbinewassafelyoperated
forafurther8weeks…
… unplannedconvertedtoplanned
… limitedimpactongeneration
… noimpactonincome
West,2017
Industry4.0andIOT
Sowhatisdifferenttoday?
Remoteteamworkingstill requirestechnology,personaltrustandacommonaim
Todaywehavemore…
… technology
… moredata
… increasedexpectations
But…
… machinescontinuetobreak
… westillneedremotesupport
& IOT
West,2017
West,2017
Industry4.0andIOT
Technologysupportingpeopleandprocess
Weallhavethetechnologytoday– itisdisconnectedanddoesnothelpustodoourjobs
Ihavethetechnologytodayinmy
hand!Thisisarealchange…
… itisreal andnothype
… nowhowdoweuseit?
… whatcoulditbeusedfor?
West,2017
Industry4.0andIOT
Lookatwhatispossibletoday…
Weallhavethetechnologytoday– let’slearntomasterit!
JohannWolfgangvonGoethe (* 28.August 1749 in Frankfurtam
Main als JohannWolfgangGoethe;† 22.März 1832 in Weimar),1782 geadelt,
warein deutscher Dichter und
Naturforscher.Er giltals einer der
bedeutendsten Repräsentanten
deutschsprachiger Dichtung.
West,2017
Usecase
Oilrigassetmanagement
Integrationofvideocollectionwithbigdatacanallowustobettermanageassetintegrity
Assetintegrityiscritical…
… Icannotuseapen
… wheredoweneedtorecoat?
… wasitdonecorrect?
http://www.geovert.com/assets/slides/Libertade-Hull-Bayu-Undan.JPG
West,2017
Usecase
HowdoI’droptheengine’?
Realtimecollaborationandon-the-jobtrainingbecomespossible
Witha$13Massetdroppingitcan
beexpensive…
… supportson-the-jobtraining
… supportsknow-howsharing
… reducesrisks
https://s-media-cache-ak0.pinimg.com/originals/86/9d/b1/869db1af494f7bc2b8fd96a5b666cf01.jpg
West,2017
Usecase
Improvingcollaborationbetweenoperationsandmaintenance
Jointfaultfindingbecomespossiblewithallsharing(seeing)thesameinformation
http://voith.com/en/products-services/hydro-power/automation-553.html
Whathappenstodaywhen
someoneneedstogointervene
locally?
… onepersoninthecontrolroom
… onelocalperson
… feedbackviaradio
West,2017
Usecase
Supportinganexpert
Providesinformationandsupport– theknow-howcanbeusedandreused…
IamagoodsurgeonbutIonlydo
thisprocedureafewtimesper
year…
… helpmeinsertthesuture?
… I’vefoundsomething!
… Ineedtoreviewtheprocedure
http://2.bp.blogspot.com/-HstZ0Nv1U54/VEo7zYDs99I/AAAAAAAADg8/z3SgX80pBRY/s1600/IMG_1364.jpeg
West,2017
Usecase
Remotewitnesstests
Theengagement(andtrust)canbeincreasedratherthandecreased
Thecustomercannotattendthe
witnesstest…
… wecannotdelaythetest(again)
… paymentisbasedonthetest
… thecustomerdoesnottrustthe
testreport
http://2.bp.blogspot.com/-HstZ0Nv1U54/VEo7zYDs99I/AAAAAAAADg8/z3SgX80pBRY/s1600/IMG_1364.jpeg
West,2017
Reflections
Todayitisnotabouttechnology,itisabouthowweusetechnologytohelpus
Weshouldbeconcentratingonbusinessprocessesandoutcomesandimaginingwhat
West,2017
Reflections
Todayitisnotabouttechnology,itisabouthowweusetechnologytohelpus
Adaptedfrom:https://www.thoughtworks.com/blogs/customer-experience
Integratingdigitaltechnologies,people andprocesses isnot easy
West,2017
Reflections
Whoandwhatshouldbethefocus?
Complexecosystemwithmanyactorsanddifferentneeds,
perspectivesandvalueexpectations– adifferentapproachisneeded
West,2017
Byunderstandingtheecosystems,thebusinessandthepeople
we”seewhatothersseeandunderstandwhatotherunderstand”
ProposedmethodologytohelpinthenewIndustries4.0-enabledworld
ServiceDesignThinkingandLEANtoolscanhelp
C
M
Y
CM
MY
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CMY
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pic Kopie.pdf 1 06.12.16 15:42
Create&testprototypesvaluepropositionsForeachpersona testanditerate
PersonaempathymapsDescriberelationshipsbetweentheactors
Customer journeyUnderstandthestepsofthejourney
SituationalanalysisUnderstandvalueintheecosystem
Job-to-be-doneWhatisthepersonsjob-to-be-done?Whatistheirdesiredoutcome?Ecosystem visualization
Analysistoidentifykeyactors
C
M
Y
CM
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CMY
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pic Kopie.pdf 1 06.12.16 15:42
West,2017
Closing
Weneedtomovebeyondjustgadgets
Industry4.0technologiesarenot new
Wecan dothingsbetterwithdigitaltechnologies
Digitaltechnologiesmustsupportpeople andprocesses
Weneedtolearnto
integratedigitalintoour
business…
… toimproveoutcomes
… tosupportprocess
… toengagewithpeopleChallenges areasmuchcultural astechnologybased
West,2017
Thanksforyourtime!slideshare.net/ShaunWest
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