Field Service Dispatch - Cable &
WebSphere-based OLTP System
(PDF) - Streamlines System Architecture and Improves Customer Service at Cable & Wireless.
Field Service Dispatch - Time Warner
Warner - Field service person dispatch application - Very good
business justification numbers cited - 12 technicians completed 2721 more
service calls in three months, late arrival fee avoided and more. Utilizes
IBM ThinkPad notebooks and AS/400 backend server.
Field Service Dispatch - Computer Equipment Vendors
IBM was among the first companies
in mid 1990s to use
mobile technology for customer engineers (who maintain hardware and software). In fact,
Motient network was originally set up by Motorola and IBM jointly for this specific
application. IBM has over 20,000 engineers equipped with IBM ThinkPad devices.
Xerox equipped all their service
representatives in late 90s with wireless-enabled hand-held devices. They can access parts information
from their host systems and get their repair schedule without returning to the office.
In early 2001, Sun
equipped a small cross-section of its field service engineers (about 50)
with a specially-designed handheld appliance from Symbol technologies so
that the service engineers can communicate with the head office specialists
and parts center. The following details are relevant to Sun's use of mobile
technology in their field service application:
The initial pilot with 50
engineers is expected to be expanded to 3500 field engineers eventually.
The application allows
scan bar codes on components in a server, look up information on a
handheld device, order parts, or enter comments in the support database.
The device was
manufactured by Symbol Technologies (it is a modified handheld with a
scanner) that is half the size of Palm PC.
Sun contracted with Red Hat
Inc. to build implementation of the device on Linux OS.
Sun outsourced development
of its field service support application. The application called FETools
is a Java- and XML-based application that interfaces to Sun's
backend case management system. The base application includes an
Internet browser and e-mail functionality.
Security is based on
encryption and authentication.
experimentation, Sun may make this available as a general-purpose field
service solution to its customers.