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The OEM Perspective
As the OEM vendor, you spend millions to manufacture your product and deliver it into the marketplace, but what about service and support after the sale? The reality is that you are under fierce pressure to lower costs. Even with the best of intentions, slashing overhead means skimping on technical publications. Supportability is a different business than manufacturing. Anything can happen once the product gets into the marketplace.
The Maintainer Perspective
You spend millions on your capital assets to make the business run. But equipment begins to age. Maintenance personnel begin to thumb through the manuals. They discover ambiguous or incorrect information. The drawings don’t make sense. There are outdated parts. Downtime increases. Your asset is now a liability. This leads to an interesting dilemma. The maintainer gains more experience supporting the product than the product engineers (even if they both work for the same company). But the manufacturer knows proper support procedures based on sound engineering and –more importantly - critical information about the product that, if ignored, could lead to damage of the asset or harm to the maintainer or user. Both engineers and maintainers need to share in the creation of the technical information.
Bridging the gap
This problem may not become obvious until your engineers get feedback from the field. The last thing you want is your technical publications department doing impact analysis on the latest design change. After all, that is what your engineers are for. Why pay a technical publications department to re-enter supportability analysis worksheets? A modern PLM/MRO system provides half the bridge from engineering, but an IETM is necessary to bridge to the maintenance world. A combined solution means you can eliminate much of the need – and cost – of traditional technical publications.
Our specialty is Class IV-V (Type II) IETM technology – focusing on the “how”, that is essentially the higher-value asset information. Our technical team has deep experience going back to 1995 on the first large-scale Class IV IETM implementations. Our expertise spans a variety of IETM and logistics technologies.
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