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INFORMATION 4.0 – ON ITS DIGITAL ROUTE TO THE CUSTOMER
tekom 2. Cross-Border Country Organization Event – Aachen RWTH, 12.05.2017 – Dipl.-Ing. Jürgen Sapara
PR
EVIO
USLY A
ND IN
THE FU
TUR
E
The way things were – using a car breakdown as an example:
• First find the manual, then browse the manual – this can take some time – in the worst case, find very little useful information
What does this look like today or what will be different in the future?
• The fault or the event triggers the customer info – and precisely the right info, too
In other words, the mountain comes to Mohammed …
… and future information also makes its way to the customer.
No longer the "all-embracing" manual, but smart information
Previously and in the future
CH
AN
GES
Smart information
• no longer means documents, but objects (individual blocks of topic-orientated information)
• is offered rather than delivered (pull instead of push)
• is triggered by the context and thus dynamically adapted to the user and application scenario
• is dynamically extensible by further information and/or operating parameters in the application scenario
What will change? 1/2
CH
AN
GES
Smart information
• is valid for delivered, configured systems – that is, precisely the specific, individual variant, also after modification and updates
• supports various terminal devices (responsive design)
• can also be found in appropriate tools (content delivery portals) via comprehensive search and filter functions
• can be networked with other smart information, e.g., from other manufacturers
But this is only possible with good/correct metadata!
What will change? 2/2
CH
AN
GES
• The target groups: We used to think we knew who reads what documentation when … today, "the" user, and above all also the application scenario is unclear/less clear
• The users: Are far move independent (mature); they want less to be spoon fed or guided, but instead prefer to take an active role themselves (pull vs. push)
• The interactions between users, products, manufacturers
… even more changes
CH
AN
GES
Extended use options
• Internet
• Smartphones & tablets (online 24/7 and wherever you are)
• Youtube (movies instead of text)
• More autonomous (pull vs. push)
Extended technical opportunities
• Storage capacities
• Systems for creating and managing multimedia content
What promotes change?
Cross-border trade with classical goods and services (2005…2014)
Factor 2
Cross-border Internet connections Factor 18
Bandwidth used Factor 44
SO
CIA
L ASP
ECTS
• Digitalisation means cultural change for everyone & everything
• Management & staff
• Processes & tools
• Business models
• …
Meaning for technical editors
• Creativity and social intelligence cannot be replaced by robots (Haufe.de, "Job FuturoMat“)
• Fit for the knowledge society
A departure from Taylorism (legacy work & organisation), and a shift towards agile, global models not horizontal, but vertical (parallel knowledge)
Social aspects
AR
EA OF TEN
SION
THE TE'S P
RO
FESSION
What characterises the profession (the tasks) of the technical editor – while at the same time making it difficult?
• Orientated on the product service life thus far
• Thought out in application scenarios and created in the form of corresponding how-tos – with warnings and instructions for action
• However: It is precisely these application scenarios that the technical editor will have even less knowledge of, or not know at all, in the future
For this reason, we need "small", self-contained info units with good metadata
Area of tension in the TE's profession
META
DA
TA IS THE K
EY • Metadata is "data [information] that provides information about other data" but not the data itself (Source: Wikipedia)
• This metadata states, among other things
• why,
• when and
• by whom
• the information is used.
The result is small, self-contained units of information containing carefully considered metadata.
Metadata is at least as important as the content itself!
Creating content changes to creating context in future.
Metadata is the key
Image source: D. Schmitz, tecteam GmbH
FR
OM
META
DA
TA TO TH
E EXC
HA
NG
E STAN
DA
RD
The metadata is useful (and good) if it
• is carefully considered, and
• used in a standardised way.
It is only with such metadata that cross-product, manufacturer and industry information units can be dynamically linked and presented in a way that is meaningful to the user.
This is where iiRDS enters the scene: iiRDS stands for Intelligent Information Request and Delivery Standard
From metadata to the exchange standard
FR
OM
META
DA
TA TO TH
E EXC
HA
NG
E STAN
DA
RD
Standard for the exchange of information
• Focus not only on delivery, but also on the request
Access to smart information is equally important as delivering it in a standardised way.
• The customer does not care where the info that they can request from the content delivery portal comes from.
• When information is created, we typically do not know where and how it will be used, or which tool was used to create it.
• The customer is involved, standardised terminology cannot be assumed.
This makes standardisation absolutely essential.
From metadata to the iiRDS exchange standard
DETA
ILS OF IIR
DS
• Mapping metadata for classifying information
• Docking points for product-specific and variant-defining metadata which can or must be defined by the enterprise itself
• To be able to dock other metadata classifications at the docking points, iiRDS uses semantic web technologies and defines its taxonomy in the RDFS format.
• cross disciplinary tekom workgroup established
• Standard will soon be open for public commentary
• Do you want to keep up with the latest developments? Then please register on http://iirds.tekom.de
Details of iiRDS
TH
EOR
Y OR P
RA
CTIC
E? • Is everything just "dry" theory? Or already (implemented) practice?
• Many topics are under discussion in this environment, and still need to prove their practical capability (in daily business)
• In 2016, we launched a project with a customer and partners as a proof of concept
"Context-sensitive help for hardware" Topic at the autumn conference 2016, lecture IN24
Theory? Or already practice?
Theory?
Practice?
PR
OJEC
T OB
JECTIV
ES
• Displaying the "correct" information unit on the mobile device (smartphone or tablet) in case of error
• No complete guides for use & service
• Visualising status information: Monitoring and diagnostics
• Displaying context-specific help
• Simple, direct access for service engineers
• Web-based and thus platform-independent
• Use of an autarkic connection interface (integrated WiFi interface)
• Ability to retrofit to existing Dometic devices
Project objectives
PR
OJEC
T SKETC
H
• Dometic: Stationary air condition system delivers operating states to integrated CareLAN
• OKIT: CareLAN collects and transmits device data to database front end
• tecteam: delivers structured information for required actions to a database front end (GUI)
• Forsit: Database front end (GUI) analyses and visualises device data and additional information
Objective: context-sensitive information to reflect the user's role/qualifications
Project sketch
RTX Industry 4.0
TEC
HN
OLO
GY D
ETAILS Dometic
• Taking the external interface for operating states into consideration as early as in the Performance Specification
• Hardware and software interfaces implemented in the stationary air condition unit. These can be used for additional data evaluation in order to improve product development
• Structuring and definition of the data for transfer (Big Data)
Technology details
TEC
HN
OLO
GY D
ETAILS tecteam
• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups
• Specifying the information structure and meeting the technical preconditions
• Editorial guidelines
• Metadata structure
• Basic database solution
Technology details
TEC
HN
OLO
GY D
ETAILS tecteam
• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups
• Specifying the information structure and meeting the technical preconditions
• Editorial guidelines
• Metadata structure
• Basic database solution
Technology details
TEC
HN
OLO
GY D
ETAILS tecteam
• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups
• Specifying the information structure and meeting the technical preconditions
• Editorial guidelines
• Metadata structure
• Basic database solution
Technology details
TEC
HN
OLO
GY D
ETAILS tecteam
• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups
• Specifying the information structure and meeting the technical preconditions
• Editorial guidelines
• Metadata structure
• Basic database solution
Technology details
TEC
HN
OLO
GY D
ETAILS OKIT CareLAN
• Providing the hardware for interfaces Data acquisition and actuation of parameters
• Fully integrated in the stationary air condition unit (not for proof of concept project)
• Provides a WiFi hotspot
Technology details
TEC
HN
OLO
GY D
ETAILS Forsit
• Evaluation of the data delivered by the device
• Providing the visualisation software
• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required
• Central server supplies the platform with the current device configurations, documentation and rights information
Technology details
TEC
HN
OLO
GY D
ETAILS Forsit
• Evaluation of the data delivered by the device
• Providing the visualisation software
• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required
• Central server supplies the platform with the current device configurations, documentation and rights information
Technology details
TEC
HN
OLO
GY D
ETAILS Forsit
• Evaluation of the data delivered by the device
• Providing the visualisation software
• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required
• Central server supplies the platform with the current device configurations, documentation and rights information
Technology details
EX
PEC
TATIO
NS A
ND O
UTLO
OK
The project introduced here reflects the current development status; there are further ideas:
• Evaluation of operating states for future device developments
• Connection with augmented reality (AR) for service staff
• Ordering parametrisation/settings on the devices
• Directly via an integrated spare parts list
• Remote control and help via app
Expectations and outlook
CO
NC
LUSIO
NS A
ND O
UTLO
OK
Project CSM4 (Connected Smart Maintenance 4.0)
• Topic also received well internally by customer; considering use in further products
• Project team still active
Industry – or Information – 4.0
• Keep going and monitor the whole thing!
• Adapt what is good, but do not implement prematurely (keyword Early Adopter LinkedIn)
iiRDS
• Good state of development, has potential
Conclusions and Outlook
SO
UR
CES
• http://handbuch-digitalisierung.de
• http://iirds.tekom.de
• http://tagungen.tekom.de/h16/tagungsprogramm/vortragsfolien-download/
• Book Prof. Dr. Getrud Grünwied: Usability von Produkten und Anleitungen im digitalen Zeitalter (Usability of Products and Manuals in the Digital Age) ISBN-13: 978-3895784644
• https://job-futuromat.ard.de
• https://www.haufe.de/personal/hr-management/industrie-40-mensch-nicht-vollstaendig-ersetzbar_80_333418.html
Sources/Useful links
THANK YOU FOR YOUR ATTENTION!
tecteam GmbH Tel.: +49 231 9206 0
Antonio-Segni-Straße 4 Fax: +49 231 9206 199
44263 Dortmund www.tecteam.de
Jürgen Sapara Email: [email protected]