As the global leader in Service Intelligence solutions, QSI offers the most complete portfolio of remote support and field repair maintenance solutions in the industry.
The automation framework for all of our products is TEAMS, an advanced Testability, Engineering, and Maintenance System designed to guide both technicians and customers through the process of diagnostics and troubleshooting. Versatile by design, TEAMS can be used to service a broad range of complex, computerized or electro-mechanical equipment and systems.
The TEAMS backend consists of two separate software components, the TEAMS MODEL and the TEAMS-KB. The former defines the structure, interconnections, tests, and failure modes for the system under test, while the latter contains a database of failure modes and instructional documents, diagrams, photos, and videos. During regular operation, these two components communicate with a variety of software applications used by all the service agents and technicians across the enterprise. The TEAMS system is designed to overcome many of the major hurdles associated with system complexity today, including the high possible failures, lack of full knowledge among support staff, and multi-fault interference.
There are a total of six different TEAMS software TOOLS applications, each performing a separate function and chosen by the customer based on their situational needs. A high-level model of the TEAMS product family is shown below.
TEAMS Product Family
TEAMATE is an intelligent field service application that runs on laptops, tablets (iPads or Androids), smartphones, and Blackberry devices. Acting as an expert advisor, the TEAMATE software helps every technician perform to the same high technical standards. For ease-of-use, the application displays precise step-by-step instructions based on the model, current symptoms, and optimization algorithms. TEAMATE raises the bar for diagnostic performance, speed, and accuracy in a highly portable package.
TEAMS-DESIGNER is the graphical modeling tool used to design and validate TEAMS diagnostic models. Running as a Windows application, TEAMS-DESIGNER gives system designers and test engineers the ability to build functional models of complex systems. These models can be analyzed and tested and then used to generate optimal diagnostic strategies. User defined modeling factors include time-to-repair, cost of repair, system redundancy, and mission reliability. Based on customer requirements, system models can be created using top-down, bottom-up, or hybrid approaches.
TEAMS-RDS is the Remote Diagnostic Server, a centralized server-side application used by support organizations for remote telediagnosis and telemaintenance. Running in the background, TEAMS-RDS remotely collects diagnostic information, manages system health, and runs dynamic fault isolation and operational integrity procedures on the system. Users located anywhere in the enterprise can access the TEAMS-RDS system over their private network or the public Internet. The software is ideally suited to large enterprise deployments such as fleet maintenance or aftermarket service contract support.
PackNGo, the newest member of the TEAMS family, is a downloadable software app for iPhones, iPads, and Android devices. While TEAMS-RDS runs remotely in the background collecting data and performing diagnostics, PackNGo displays an optimized troubleshooting guide to the technician. The application logs and stores all diagnostic and troubleshooting results as well as test actions and outcomes. It can also integrate with CRM systems, Supply Chain systems, and Logistics Databases.
TEAMS-KB is the TEAMS database, a repository for TEAMS models as well as instructional documents, photos, drawings, and videos. As an element in the model management system, it supports scheduled and unscheduled maintenance, data mining, diagnostics collection, and more. The data residing in the TEAMS-KB database can used to generate a variety of reports, including operational bottlenecks, symptom costs, failure distributions, trend analyses, and more. It can be deployed centrally or at multiple locations.
TEAMS CLOUD runs as a Windows virtual machine on the Amazon EC2 Cloud and gives new customers the ability to use a live TEAMS system without having to host and install the software at their own facility. Each instance of TEAMS runs as an Amazon Machine Image (AMI) on the Amazon EC2 infrastructure. Customers of this service, regardless of location, can create and configure the AMI for themselves and access the complete TEAMS toolset. Other benefits of this cloud service include secure remote connectivity, automatic data backups, and expandable storage. QSI offers two different affordable subscription models for this service, either “Pay by the Hour” or “Pay by the Month”.