The portable device revolution: Can technology support remote vehicle servicing processes?
Ashley Sowerby, managing director, Chevin Fleet Solutions
Fleet management covers a myriad of processes. From driver checks and expenses claims to inventory optimisation and replacement vehicle configuration – the list is seemingly endless. For the majority of fleet practices, technology can play a significant role in streamlining the process by providing fleet managers with a holistic view of each piece of the puzzle. But when it comes to mobile vehicle servicing, processes can become complicated due to the need to be away from the central hub of information: the workshop’s desktop. So can mobile technology add genuine value to such fleet business processes? And how can workshop managers ensure they’re making the most of embracing the portable device revolution?
Selecting the right tool for the job
As with all problems, selecting the right tool for the job is essential and going mobile is no different. Where as PDAs have traditionally been the most popular weapon of choice for tackling the conundrum of ensuring overall process consistency, whilst providing mobile vehicle servicing, there are pitfalls to be aware of. PDAs are generally not as robust as laptops or ‘tough books’ and, considering the nature of the mobile servicing beast, durability is more than a nice to have extra. Many users of PDAs find them cumbersome to use, as these devices are small and therefore difficult to input or display data. Functionality of any given system is also reduced if accessed via such a device, which can decrease efficiencies and thus defeat the object of its use.
Many businesses are moving away from PDAs and implementing reinforced ‘tough books’, which are large enough and user-friendly enough to provide access to central web-based Fleet Management systems, through a secure internet connection. Tough books are also, as the name may suggest, more durable and designed to withstand being dropped, ran over and used with oily hands – all in all, far more practical for a mobile servicing engineer.
One such company currently using tough books to support offsite plant vehicle servicing is Severn Trent Water. The utility relies on tough books, accompanied with a 3G card or similar for internet connectivity, to pick up jobs. This allows data entry directly into the system and also allows the technician to access a wide range of fleet data on-site such as technical information.
Removing paper-based processes
Most workshops have at least one mobile engineer to carry out roadside jobs. It therefore seems logical that mobile engineers enter data in the same way the workshop based engineers do. But without access to the organisation’s central Fleet Management software, a paper-based method becomes the best (or at least, most commonly used) alternative. This presents problems not only relating to the consistency of the information collated but also the time taken to input the data collected from the remote job.
Access to live data is the key to success for any size fleet business. Relying on a mobile engineer with a pen and paper to serve the duel purpose of collecting information to analyse against key performance indicators and contribute to the holistic view needed for an overall efficient fleet, leaves the door wide open for important data to fall through the gaps in the net. For example, if a mobile engineer is called out to three separate jobs in one day, how likely is it that he or she will be able to, or inclined to, update the central fleet system immediately following finishing the job? The answer is, it’s very unlikely and as a result visibility is compromised.
Keeping track of resource allocation
Better resource allocation and time management is a benefit delivered following the implementation of a capable Fleet Management system. But remote working can, excuse the pun, throw a spanner in the works if not approached strategically or with the appropriate support from technology. Utilising a portable device to its full potential, instead of seeing it merely as a pen and paper replacement, is key to success. Although it’s not common practice now, fitting GPS tracking equipment to portable devices will further aid better job allocation by identifying the geographically nearest (or most qualified) mechanic for breakdowns and ad hoc bookings.
Until this becomes an accepted industry norm, portable devices can still offer the ability for workshop or fleet managers to regain control over and keep track of field engineer activity. By using portable devices, better analyse and monitoring processes can be put in place to measure outputs against set KPIs. In addition, the integrated stock system means that parts can be allocated directly to job numbers by using inbuilt bar code scanners.
Ultimately, portable devices have the potential to bridge the gap between the workshop and the field. By providing fleet or workshop managers with live job data, which can contribute to better time and resource allocation, the overall Fleet Management structure can be optimised, creating more efficient and cost effective processes. And in these times of continued economic uncertainty, who can say that that’s not an appealing concept?
