World’s largest Equipment Manufacturer (OEM) was keen to improve customer response time and time to resolve Equipment issues in site

Background

Resolving machine related issues in equipment industry is a me sensi ve process, especially when customers want to ensure high u liza on and upme. This is not only true while troubleshoo ng issues in plant but also during the installa on and commissioning of the equipment. Often new hires experience challenge in learning the art of troubleshoo ng as this comes with immense experience. Therefore, they o en rely on senior technicians with exper se to help them.

Customer Pain Point / Improvement Opportunity

The engineers a ending to troubleshoo ng jobs and commissioning jobs o en face technical challenges which then have to be addressed by senior technician who may not be available at sites. This results in longer me to resolve issues thereby increasing the machine availability and downme impac ng Overall Equipment effec veness.

Our Solution

To address these challenges, we designed and delivered an integrated pla orm to share Explicit and Tacit Knowledge in the organiza on seamlessly. We focussed around three elements towards achieving this.

People

We trained the field workforce on the usage of this pla orm and ensured that there is a buy in wo impac ng their exis ng work. We built a culture of teamwork with a robust R&R mechanism.

Process

The process around iden fica on of cri cal issues, selec on of the best solu on from the database, connec ng with the experts and resolving the same was mapped end to end.

Technology

Knowledge app was developed both in Android and iOS pla orm which could connect to Explicit knowledge and Tacit Knowledge of engineers

Assessment Engine

A robust ques on bank enabled randomized, level-based evalua ons to test both conceptual and applica on knowledge. The engineers could rate the experts which based on their ability to resolve the issue. This in turn served as a training input for the engineers.

Impact

30%

Faster issues resolution Time

Improved Upme and Customer Satisfaction

Seamless Sharing of Tacit & Explicit Knowledge

Higher People Engagement score through Interactive Knowledge Platform

Consistent Skill Development

Enhanced SOP Adherence via Plug-and-Play Knowledge Reuse

Transforming Knowledge into Business Impact

Discover how GrowthLens enables faster resolution, higher uptime, and continuous skill development.

eholler Digital

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