1Interactive Support of Maintenance© 2003 Carnegie Mellon University

Interactive Support of Interactive Support of MaintenanceMaintenance

Prof. Prof. Asim Smailagic Asim Smailagic Carnegie Mellon UniversityCarnegie Mellon University

ICES and ECEICES and ECEasimasim@@cscs..cmucmu..eduedu

28 October 200328 October 2003

2Interactive Support of Maintenance© 2003 Carnegie Mellon University

Overview

IntroductionCMU Wearable ComputersInteractive Electronic Technical Manuals (IETMs)Real-time Collaboration with a Remote Expert HelpdeskContext-Aware MaintenanceField Experience and EvaluationSummary and Future Directions

3Interactive Support of Maintenance© 2003 Carnegie Mellon University

4Interactive Support of Maintenance© 2003 Carnegie Mellon University = IDA Award Winner

Family Tree of CMU Wearable Computers(by Operational Delivery Dates and Application Areas)

5Interactive Support of Maintenance© 2003 Carnegie Mellon University

TIA-PNavigator 2VuMan 3

SpotMoCCA

Wearable and Handheld Computers

6Interactive Support of Maintenance© 2003 Carnegie Mellon University

Overall Objectives

Provide performance enhancing systems (PESs) for Front Line Workers» Integration of enterprise information presented in

worker’s context» Employ user-centered development approach

Assist sponsors in addressing important operational issues» Historic Carnegie Mellon/Boeing work: aircraft

wiring manufacture, KC-135 inspections, F-15 depot overhaul, F/A-18 maintenance

7Interactive Support of Maintenance© 2003 Carnegie Mellon University

MAINTENANCE MANAGEMENT

TECHNICAL DATA

ERP / Maintenance Management System

Engineering Systems

Document Production and Management System

(Authoring)

Incremental DistributionSystem

ERP / Maintenance Management System

Document Display System

Feedback / Help System

Application Integration

Application Integration

Mobile Worker interacting withVehicle Data

MANUFACTURER OPERATIONS

Enterprise Concept of Objectives

8Interactive Support of Maintenance© 2003 Carnegie Mellon University

User’s Major Concerns

Accurate and updated technical informationBeing able to get help (contact others easily)Controlling sign-on/offsEnabling improved collaboration with co-workersFlexibility to start/stop task and know where you are and what’s nextHaving information access with their hands freeInterfacing to legacy systems they must use, e.g., parts orderingPrivacy about own training/work performanceReliability and durability of hardware/computersSeeing evidence that on-line access to documents is more efficient than paper

9Interactive Support of Maintenance© 2003 Carnegie Mellon University

Issues in Wearable Computing

We identified four design principles for mobile systems:User interface models

» What is the appropriate set of metaphors for providing mobile access to information?

Input/output modalities» Room for new, easy-to-use input devices such as the CMU

dial.Matched capabilities with application requirements

» Interface design and evaluation should focus on the most effective means for information access.

Quick interface evaluation methodology» Human computer interface evaluation results should be

available for iterative system design and prototyping.

10Interactive Support of Maintenance© 2003 Carnegie Mellon University

Four User Interface Models

Each model with their unique user interface, input/output modality, and capability.»Procedures – Text and Graphics»Master/Apprentice Help Desk»Team Maintenance/Collaboration»Context Aware Collaboration – Proactive

Synthetic Assistant

11Interactive Support of Maintenance© 2003 Carnegie Mellon University Platform

Year

Inspection-Text

Inspection-Graphics

Master / ApprenticeLanguage Translation

Team Maintenance

Context-Aware Maintenance

20011997

19961995

1993

VuMan 3

Navigator 2

TIA-P

MoCCA

GM/CMU

Chronology

VuMan 3

TIA-P

MoCCA

Navigator 2

Application

GM/CMU Companion

12Interactive Support of Maintenance© 2003 Carnegie Mellon University

Output

InputRe

pres

enta

tion

PicturesSpeech Synthesis

BitmapText

Contextual InformationArchival Data

SpeechMouse

Keyboard

Alphanumeric

GUI

Multimedia

Group Collaboration

Proactive, Context Appropriate

3D Animation

User Interface - Control and Rendering

Inspection-Text

Inspection-Graphics

Master / ApprenticeLanguage Translation

Team Maintenance

Context-Aware Maintenance

13Interactive Support of Maintenance© 2003 Carnegie Mellon University

-“Remote” Synthetic Helper- Reading procedure and

answering questions- Frequently asked questions –

synthetic interview- Context Aware Synthetic Expert

- Location specific information- Schedule- Provide advice based on

cognitive model- overload- cycling

Proactive Assistant

- Where is the object?- Shared whiteboard with picture

- How to do it- Audio- Pointer on shared whiteboard

- What does result of test mean?- Shared document scrolling

- Availability- Contact state (available, busy, off-duty)- Mode (pager, phone, whiteboard)Reference

a Human Expert

Synchronous

- Where is the object?- Shared to-do list

- How to do it- Audio BBoards- Tips

- What does result of test mean?- Audio BBoards- Tips

Asynchronous

-Select region-Maintain object-Store observations-Reference information-Record status

Static/Prestored Procedures

State Diagram for Problem Solving Capabilities

14Interactive Support of Maintenance© 2003 Carnegie Mellon University

Procedures – Text and Graphics

Procedures. Maintenance and plant operation applications are characterized by a large volume of information that varies slowly.

» For example even simple aircraft may have over 100,000 manual pages.

» One leading manufacturer produces over 70,000 trucks per year, representing over 20,000 different configurations.

A typical request consists of approximately ten pages of text and schematic drawings. Changes to the centralized information base can occur on a weekly basis.

15Interactive Support of Maintenance© 2003 Carnegie Mellon University

User Interface Screen

16Interactive Support of Maintenance© 2003 Carnegie Mellon University

Master/Apprentice Help DeskThere are times when one individual requires assistance from experienced personnel.Example of this is the “Help Desk” wherein an experienced person is contacted for audio and visual assistance.

17Interactive Support of Maintenance© 2003 Carnegie Mellon University

Master / Apprentice (Live Expert) Help Desk

18Interactive Support of Maintenance© 2003 Carnegie Mellon University

C-130 Help Desk

19Interactive Support of Maintenance© 2003 Carnegie Mellon University

Integrated Technical Informationfor the

Air Logistics Centers (ITI-ALC)

Integrated Technical Informationfor the

Air Logistics Centers (ITI-ALC)

Technology DemonstrationTechnology DemonstrationTechnology Demonstration

20Interactive Support of Maintenance© 2003 Carnegie Mellon University

F-15 Depot maintenance

21Interactive Support of Maintenance© 2003 Carnegie Mellon University

ITIITI--ALC TechnologyALC TechnologyDemonstration Demonstration

ArchitectureArchitecture

InspectorInspectorPentiumPentiumLaptopLaptop

InspectionInspection

CollaborationCollaborationOracleOracleDBDB

WindowsWindowsNT ServerNT Server

MechanicMechanic

Wireless LANWireless LAN

Engineer’sEngineer’sWorkstationWorkstation