Exploring the Impacts of Using Mobile Collaborative Augmented Reality on the Field Service Business Model of Capital Goods Manufacturing Companies

Stefan Ohlig, Dirk Stegelmeyer, Rakesh Mishra, Maike Müller

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Most manufacturing companies in capital goods industries sell their products on a worldwide scale and must cope with several challenges to provide field services to distant customers. Mobile collaborative augmented reality (MCAR) provides a new way of servicing distant customers by enabling real-time collaboration between on-site technicians and remote experts. Because companies adopting MCAR to facilitate remote services are not yet operational, they are challenged to exploit arising opportunities to create, capture, and monetize customer value. However, research in this area mainly focuses on application development or usability studies. This paper contributes to this field of research by exploring the impacts of using MCAR technology on the field service business model of capital goods manufacturing companies. The two considered use cases are supporting field service personnel or directly supporting the customers’ personnel in carrying out troubleshooting and repairs. Focus group discussions with 19 industry experts have been conducted. The Business Model Canvas was utilized to structure the discussions. Multiple impacts of using MCAR on the field service business model have been identified. For example, the results show that using MCAR technology for remote services can increase uptimes and decrease service deployment costs. OEMs using MCAR can reach and serve new customer segments and might increase the customers’ dependency. Key resources are remote experts and MCAR hard- and software.

Original languageEnglish
Title of host publicationAdvances in Asset Management and Condition Monitoring, COMADEM 2019
EditorsAndrew Ball, Len Gelman, B.K.N. Rao
PublisherSpringer, Cham
Pages473-484
Number of pages12
ISBN (Electronic)9783030577452
ISBN (Print)9783030577445
DOIs
Publication statusPublished - 28 Aug 2020
Event32nd International Congress and Exhibition on Conditioning Monitoring and Diagnostic Engineering Management Conference - University of Huddersfield, Huddersfield, United Kingdom
Duration: 3 Sep 20195 Sep 2019
Conference number: 32
http://www.comadem2019.com/ (Link to Conference Website)

Publication series

NameSmart Innovation, Systems and Technologies
PublisherSpringer
Volume166
ISSN (Print)2190-3018
ISSN (Electronic)2190-3026

Conference

Conference32nd International Congress and Exhibition on Conditioning Monitoring and Diagnostic Engineering Management Conference
Abbreviated titleCOMADEM 2019
CountryUnited Kingdom
CityHuddersfield
Period3/09/195/09/19
Internet address

Fingerprint Dive into the research topics of 'Exploring the Impacts of Using Mobile Collaborative Augmented Reality on the Field Service Business Model of Capital Goods Manufacturing Companies'. Together they form a unique fingerprint.

Cite this