mobile technology for field workers
Though often unstated in marketing and sales materials, the benefits of most new technology features are their ability to deliver a higher level of abstraction, which is a fancy way to say that they free up people to solve higher level problems, which they continue to be (still) better at than machines.
Kabelovna Děčín Podmokly, s.r.o. has traditionally been ranked amongst the renowned European cable manufacturers, but thanks to massive investments from recent years, the company has become one of the European fiber optic products manufacturers who possess the latest technologies. Copper cables with skin-foam-skin core insulation, with the core of the cable filled with special water-repellent material, cables with layered casing and optical cables with multimode and single-mode fibers: these are the types of technology through which it now responds to the ever-growing needs of customers.
Consider the first computer programmers, who had to “print” by writing specific lines of code to move the printer carriage to the far left, space to the intended indent and then send each character to the printer while counting so it knew when to issue a carriage return. Today, it is written PRINT (“Text to print”), and the operating system’s print driver does all the rest. That “new capability” increased the level of abstraction, enabling programmers to focus on more important, higher level things. Similarly, the introduction of computer- aided dispatch (CAD) meant that field service technicians no longer had to look at maps or enter an address into a navigation system to know how to get to the customer or asset location. The CAD system can efficiently direct them to their next call, which empowers them to arrive sooner and with more information about the work order so that they can immediately get on with the business of “diagnosis and repair”. Could service providers have stuck with more traditional (i.e. manual) dispatch and routing systems to save money or avoid “complicating” the workflow? Sure. But, in the end, that simple action of driving to the right place at the right time and with the right tools would have remained much more complicated than it needed to be. New and better technology tools addressed pain points that maybe weren’t that evident at the time. The reward of embracing change – embracing new technology – far outweighed the risk of perceived adaptation challenges.
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