The scenarios in this demonstration are based on different ways a complex PCB can fail in a sophisticated medical equipment of one of our customers. The error codes in this example can each be triggered by failures in multiple components. For example, Error Code 095 can be caused by 8 different failures, and 098 by 13. Such error codes would probably be considered “not actionable” and therefore dismissed by most service organizations.
In scenario 1 (Error Code 098), the reasoner utilizes the failure rate information to identify the PCB as the most likely cause. It then computes an optimized decision-tree to pinpoint the root cause and guides the service agent through a logical troubleshooting, corrective action and operational checkout process.
In scenarios 2, 3 and 4, the presence of additional Error Codes is utilized to pin point the root cause, and no further troubleshooting is necessary. The reasoner guides the service agent through the corrective action and operational checkout of the instrument.
This demonstration illustrates the following 4 steps of the service workflow:
- Step 1: A machine installed at a customer site uploads error code information to the service center. This is a web service interface where the remote machine can automatically upload the data without human intervention (some customers may be required to have the operator approve such communication). For the purpose of this demo, you can select the Error code combination (choose the Scenario Number) and Machine Identifier (Enter any alpha-numeric string) and click on the “Send Machine Data” button.
- Step 2: The service center will respond to this error report by dispatching a service agent. Your CRM system will assign a Case ID and a service agent. For the purpose of this demonstration, enter any alpha-numeric string for Case ID, and your email address, so that you receive the dispatch notification and guided troubleshooting instructions.
- Step 3: This step is “under the hood” — where the TEAMS reasoner looks at all the error code information, both the ones that are present AND absent, and generates the optimized dispatch report, comprising of the guided troubleshooting decision tree and parts necessary to get the job done.
- Step 4: You receive an email notification of the service call. It includes a Dispatch Report that identifies the skill level required (Junior Technician) and the Parts that may be required. You need to install our PackNGo app for iOS or Android on your smartphone or Tablet, and open the file with the QSI logo. This will walk you through the process of finding the problem, fixing it and verifying the fix. All steps are logged automatically and can be sent to the server by http-sync (use password =”qualtech”) or by email.
If you want a personalized demonstration, please feel free to contact us to arrange for a webinar.