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Be more unicorn: using real-time data to drive continuous improvement in field service

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Field service companies gather data from their mobile workforce but don't always know how to get the best from it. This presentation shows how to use real-time data and analytics to drive continuous business improvement.

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Be more unicorn: using real-time data to drive continuous improvement in field service

  1. 1. Over the last 5 years, data has become front of mind in most organisations, and is being used proactively to drive value.
  2. 2. I have all this data, now what do I do with it? #AllThisData So how much data do we mean when we say: ‘I have all this data’? What kind of scale are we looking at?
  3. 3. 40 % increase per year Over the last 10 years, we’ve witnessed an explosion in the volume of data we generate and store globally, with an annual growth rate estimated at 40%, year on year, and showing no sign of slowing down.
  4. 4. “The Companies who succeed in the next 10 years will be the ones that work out what to do with their data” During a recent cloud summit in London, the CTO of Amazon Web Services said the following: There must be some examples of companies succeeding already, owing to how they use their data. So if there are, where can we find them, and what are they doing with data that we can learn from, and apply within field service? To answer that question, we need to talk to some eight year old girls.
  5. 5. If you are an 8 year old girl, unicorns are the coolest thing imaginable. Whilst not quite so glittery, in the tech community, a unicorn is the term used to refer to a privately funded company with a market valuation in excess of 1 billion dollars.
  6. 6. Home to 260 Unicorn companies These companies are valuable because they’ve worked out what to do with their data
  7. 7. I have data Stage one The data maturity journey The type of data we store has increased and changed from structured to unstructured, such as feedback form comments, customer service voice calls, pictures and videos of faulty machinery, tweets and IoT data
  8. 8. All of this data is potentially valuable, and organisations have typically responded by building ‘data lakes’.
  9. 9. I have data I can see my data Stage one Stage two But just having your data safely stored isn’t enough. It’s not adding any value unless you can view it in some way.
  10. 10. Cognito iQ OPA helps field service managers and operatives gain insight, in real time. This is where a lot of companies are today in their data maturity journey. Many businesses are managed successfully from data driven KPI dashboards, balanced scorecards and financial reports.
  11. 11. I have data I can see my data I can spot patterns in my data Stage one Stage two Stage three Stage three in the data maturity journey is when we are able to spot patterns in the data. Computers are fantastic at recognising patterns and can analyse more data than humans.
  12. 12. Emergent behaviour of a system does not depend on its individual parts, but on their relationships to one another. All you can see in this image is noise. It’s only when you take a step back that you can spot what is really going on.
  13. 13. Sometimes, you need to step back to see the emerging patterns Machine learning excels at this sort of analysis Cognito’s OPA product suite applies machine learning to historical data sets, to identify patterns that might otherwise be missed.
  14. 14. I have data I can see my data I can spot patterns in my data I can interpret the patterns in my data Stage one Stage two Stage three Stage four The fourth stage of maturity is for Artificial Intelligence to make recommendations based on the patterns identified in stage three.
  15. 15. Could your scheduling be improved? By using benchmark data from other similar organisations, AI can recommend a course of action.
  16. 16. I have data I can see my data I can spot patterns in my data I can interpret the patterns in my data I can drive continuous improvement directly from my data Stage one Stage two Stage three Stage four Stage five The final stage is being able to automate the insights to create a continuous feedback loop
  17. 17. Unicorn companies excel at this. They are able to respond to discoveries in their data in near real time, learning as they go, in a virtuous feedback cycle.
  18. 18. Field service can adopt some of the practices that have made the unicorns so successful: Be more unicorn.

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