Remote support for multi-function device maintenance with smart glasses Metrology and Quality News

Remote support for multi-function device maintenance with smart glasses Metrology and Quality News

Many manufacturing and service companies are facing difficulty in hiring new people and passing on the skills and knowledge of veterans to the new generation. Ricoh Japan Corp., which is part of parent firm Ricoh Co., Ltd. One such company handles the sales and maintenance of multi-function devices and printers manufactured by .

Smart glasses – part of the transition to digital fitness technology

“We also had problems hiring new people, and aging veterans, and as a partial solution we started using remote support a few years ago, using digital technology to support young people for experienced soldiers made possible. We have started installing smart glasses from May 2021. Shimmiyuzu, involved in the Remote Support project, explains.

There are around 4,600 Customer Engineers (CEs) working in 431 service offices across the country, who visit customers regularly (or as and when called) to service the multi-function machines. Relatively inexperienced CEs now carry Vuzix M400 smart glasses with them. If CE can solve the problem itself then there is no need for smart glasses. However for more difficult issues and errors new to the CE, such as output loss for unknown reason, the Vuzix M400 smart glasses connect to the service office via a mobile router, and use a camera and microphone to collaborate on the CE issue. uses. with a remote specialist. More experienced engineers in the office suggest possible causes and solutions based on imagery and explanation, and use audio and video to tell the CE what to do.

This approach allows experienced veterans to share their knowledge with inexperienced CEs, as well as training them to reduce
Resolving customer issues takes time. According to Suzuno of Rico Japan, himself a former CE, “It’s like they’re standing right behind me, telling me how to handle it, like a sort of tool to enhance CE capabilities. It would be possible to get similar support with a smart phone, but with smart glasses you have both hands free.”

Safety Guidelines for On-Site Use

Vuzix specializes in manufacturing smart glasses. Established in 1997, it has been a leader in the industry for over 25 years. The Vuzix M400 is the firm’s flagship design, equipped with a huge Organic Light Emitting Diode (OLED) display, 12.8-megapixel auto-focus camera, internal speaker, microphone, 3 gyrosensors, acceleration sensor, Wi-Fi, and Bluetooth audio. It runs on Android OS. Applications include third-party augmented reality and remote support software, as well as a dedicated Zoom (fee-based) subscription.

“When we were evaluating different smart glasses, we looked at camera and display resolution, of course, but also how well they worked with the leading remote support software. Picking up the Vuzix M400 Smart Glass Display does both lets you see your work with your eyes, and Bluetooth earphones prevent the guidance of the veteran in the remote office from being heard in the client’s office. We liked those features, and the fact that it’s already proven itself overseas Has proven itself. The stylish design was another plus,” Suzuno says part of the selection team.

However, the customer’s permission has to be obtained before using the camera and microphone. Tokai, involved in handling on-site operations, explains that the firm has “Formulated guidelines covering privacy and security. We make sure our CEs follow them, and get permission from customers in advance. Enthused by the firm’s approach, the customer evaluations have been excellent so far. ,Many customers appreciate that we are using advanced tools, and this contributes to a better corporate image. And since the smart glasses are so clear, there’s no worry of anyone thinking we’re taking photos.” Tokai connects.

Fast resolution of difficult problems for better service quality

Shimyozu believes that the adoption of smart glasses is important from the point of view of the Sustainable Development Goals
The core of corporate management, such as providing training for inexperienced CEs, providing opportunities for older or disabled engineers to provide remote support, reducing CO2 emissions by adding innovative technologies, and virtual support. The company management is driving the adoption of digital technology with operations aimed at digital transformation of maintenance technology. As Shimyozu explains, “We currently only have a few dozen M400 smart glasses, but we plan to equip each young CE with one and further improve the quality of service.

The program is already starting to have an impact, in some cases cutting on-site service times by hours. Since the legendary engineer is no more
If less experienced CEs have to go with it, it is possible to reduce the number of people making on-site visits – an important difference when reducing COVID contagion is important. Vuzix smart glasses solve many problems facing companies today, including training young employees, and sharing the knowledge and skills of veterans in active service.

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