Diagnostic speed, accuracy, and usability are the defining principles behind Qualtech’s suite of Service Intelligence software.
All of Qualtech’s products are designed to make any service agent (tool operator, call center operator, field or engineering technician) perform like a seasoned expert, dramatically reducing the time needed to troubleshoot and resolve both routine and challenging problems. Guided by our Testability, Engineering, and Maintenance System (TEAMS), technician productivity increases significantly and false removals and return service visits become almost non-existent. The QSI TEAMS software runs on a variety of platforms, including PCs, laptops, iPads and tablets, smartphones, and handheld devices.
Our Service Intelligence solutions go beyond on-site service calls to include sophisticated Remote Diagnostics (TEAMS-RDS), enabling remote health management and telemaintenance across any enterprise. This capability is an important first step in diagnosing the issue before dispatching assets (skills, material, knowledge, or tools). For those installations with limited onsite technician availability or remote access to equipment, our TEAMS-RT runs as an embedded process directly on the customer equipment, providing self-tests, real-time diagnostics, and system health monitoring for untrained customer personnel. The result: the industry’s most comprehensive service intelligence solution, offering quicker problem detection, less travel and lower costs, and faster problem resolution.
Conventional vs. QSI Enhanced Service Coverage
The TEAMS system has been proven to pay for itself in as little as three months. Customer ROI increases rapidly as the number of installations and field service engineers (FSEs) increases. Based on years of real-world customer data, customers can expect to obtain the following results from TEAMS usage.
To maximize results and reduce service expenditures, QSI has architected its solution set around the following four guiding principles:
Guided Troubleshooting Solution (GTS)
A key component of the TEAMS solution is TEAMATE, a portable software application presented on a browser, laptop, tablet, or handheld device that uses a powerful and adaptive reasoning engine to diagnose faults. When it comes to problem solving, our Guided Troubleshooting software serves as a trusted mentor to deliver powerful diagnostics for any equipment or system, regardless of complexity. Even without years of training or experience, our Guided Troubleshooting Solution helps novice service agents perform like experts and streamlines the troubleshooting process. It performs precise root cause analysis rapidly and shortens the problem determination and correction cycle from hours to mere minutes.
Remote Diagnosis (RD)
One of the quickest and most cost effective methods of troubleshooting is Remote Diagnostics. Using sensor and test data uploaded securely from the field, technicians can use their web browsers to log into a centralized server and run diagnostics remotely. For those without remote connectivity, troubleshooting is done through operator or on-site observations. Remote diagnostic services include symptom analysis, root cause analysis, system integrity testing, and service agent dispatch (with the right part). All of the results of troubleshooting tests are logged for later display or predictive analysis.
Diagnose Before Dispatch (DBD)
When your application is mission critical, even seconds matter. All too often, there is a several hour lag between the time a service call is placed and the onsite arrival of a technician. Diagnose before Dispatch is a powerful TEAMS feature that gives every service agent, at any level, the ability to identify failed components before the assets are dispatched to the site. This process begins with the customer/operator and helps to shorten the duration of outages and improve customer satisfaction. Diagnose before Dispatch also identifies which assets are needed (skills, material, knowledge, or tools) to take to the site and eliminates the need for costly return visits.
Design for Service (DFS)
The cost of identifying and resolving bugs and product defects during the design process is miniscule compared to the cost of repairing systems in the field. Furthermore, some systems lack the complete set of diagnostic tools needed to troubleshoot problems in the real world. That’s why today’s leading equipment manufacturers are turning to QSI for our Design for Service software toolset. This feature helps vendors identify serviceability weaknesses before production and ensures that gaps in product and system serviceability are uncovered and corrected. The result: improved serviceability, far fewer field problems, and significantly lower lifecycle support costs. When service organizations cannot influence product design, TEAMS helps you define the most optimized service strategy for an instrument, given the design.
Projected Benefits
| Business Driver | Benefit | GTS | DBD | RD | DFS |
|---|---|---|---|---|---|
| Unscheduled Downtime | Down 10 to 50% |  | | | |
| QoS for New Products | Up 20 to 50% | | | | |
| On-the-job training time | Down 30 to 60% | | | ||
| Problems requiring field service | Down 30 to 50% | | | |
|
| Repeat service calls | Down 70 to 90% | | |
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| Spares used per service call | Down 50 to 70% | | | | |
