Success factors for mobile maintenance 

To ensure success in mobile maintenance, companies should focus on four key areas: 

1. Strategy and organization 
2. Processes and master data 
3. Technology 
4. People

When implemented well, mobile maintenance can deliver substantial benefits. With smartphones, tablets, or smart glasses, employees are able to access critical information on the go and instantly record data without interruption. 

This streamlines not only the maintenance process but also related administrative tasks, both before and after. The results are improved maintenance quality, higher efficiency, greater value, and reduced costs. 

Focus on four action areas 

Even though the first iPhone launched more than two decades ago, many companies are still reluctant to embrace mobile maintenance. The reason is simple: It’s a complex undertaking.  

It requires careful consideration of many variables and seamless integration of multiple elements. So far, the absence of established best practices has made implementation difficult. To bring greater clarity, a structured look at the key action areas and critical success factors for mobile maintenance is essential. 

1. Action area: Strategy and organization 

Ideally, companies should have a clearly defined maintenance strategy, with objectives that align with their broader corporate goals. This strategy should also lay the foundation for mobilizing maintenance and guiding its specific design. 

The key question is: How can mobile solutions effectively support the chosen maintenance strategy?  

The answer lies in addressing a series of critical considerations: 

• Which existing maintenance processes can mobile solutions improve in terms of efficiency or quality – and are these improvements truly worthwhile? 
• Can any current processes be fully replaced by new, mobile-enabled approaches? 
• What functional and technical requirements must mobile solutions fulfill? 
• How should user interfaces be designed to ensure simplicity and intuitive operation? 
• Which employees will use mobile devices, and in what types of work environments will they be deployed? 

The complexity increases when companies choose to reevaluate their entire maintenance strategy in light of new mobile capabilities. This can be worthwhile, for instance, if condition-based maintenance was previously dismissed as too costly but is now practical and feasible with modern devices. 

In any case: Companies must answer these questions and clearly document their findings. These insights form the groundwork for the next steps in implementing mobile maintenance. 

2. Action area: Processes and master data 

A critical step in mobilizing maintenance is the thorough review and, in many cases, revision of existing maintenance processes and the associated master data. This is important because mobile solutions fundamentally transform how processes are executed. 

One example: Take, for instance, the availability of an asset’s complete history on a mobile device at any time. With this level of access, employees no longer need to prepare by gathering information upfront. This flexibility eliminates the need for rigid scheduling and allows for more dynamic task execution. 

User guidance also plays a central role. Mobile devices can walk technicians through maintenance tasks step by step, displaying instructions and requiring real-time feedback. However, this level of support demands that every process – and all its variations – be precisely defined. It also requires detailed master data to accurately reflect the steps involved. 

Another example: Consider a scenario where a technician reports a defect during guided maintenance. For this to work, the defect must already exist as a master data entry.  

Many companies haven’t historically documented data at this level of granularity because it wasn’t necessary. Mobile maintenance projects often reveal such gaps, requiring significant updates and expansion of master data. To lay the groundwork, companies must first determine: 

• What master data is required? 
• What data already exists? 
• What data still needs to be created? 

Establishing a standardized approach for managing master data is key. This includes binding standards and clearly defined rules for data creation and maintenance. 

3. Action area: Technology 

Both hardware and software are essential components in the successful mobilization of maintenance. Companies should carefully evaluate several factors during selection and implementation: 

Hardware 

When selecting hardware, mobile devices must be well-suited for field use. They need to be robust and resistant to moisture, dust, extreme temperatures, and physical shocks. Compatibility with the working environment is also crucial. Devices should function even when used with dirty hands or gloves. Display size and weight are important factors as well. 

Data glasses are gaining attention in this space, thanks to their hands-free operation and lightweight build, though the technology is still maturing.  

In addition, devices should support essential interfaces for scanning barcodes, reading RFID tags, and capturing images. A battery capable of lasting an entire workday is a must. 

Mobile infrastructure is another key consideration. How will smartphones or tablets connect to the central maintenance system? If using Wi-Fi, adequate router placement is necessary to ensure full coverage across large factory areas. If relying on mobile networks, devices will need SIM cards to stay connected. 

Software 

The exchange of data between mobile devices and the central maintenance system is a critical factor in software design as well. This includes both the connection method and the application’s user interface. Data can be transmitted over the internet via web services or through a VPN. Applications may require a constant connection or support offline functionality for use in low-connectivity environments. 

Defining the app’s capabilities is just as important: What functions it offers, what information it displays, and what data it allows users to enter – everything should align with the specific maintenance process. The guiding principle is to include all essential features, but no more than necessary, to maintain usability. 

The reason: Excessive navigation or having to type free text while working under a machine can be frustrating and inefficient. A structured workflow with predefined input fields significantly enhances efficiency. UX design plays a vital role in this regard, as it ensures intuitive and practical operation. Visual design also matters – an attractive, well-designed app increases user engagement and encourages regular use. 

4. Action area: People 

The significance of employee motivation for the success of mobile maintenance cannot be underestimated. Mobile maintenance’s benefits can only be fully realized if employees are willing and able to use the devices as intended. 

This willingness can pose a challenge in many mobilization projects. The use of mobile solutions increases transparency, including individual performance. Consequently, smartphones, tablets, or data glasses might be perceived as control tools, prompting skepticism. 

To counteract this, it’s crucial to convey credibly to team members that they face no disadvantages but stand to gain genuine benefits. This is best achieved through early involvement in a change management process. Ideally, future users are not only informed but also provided opportunities to offer feedback on all aspects of the change. This involvement ensures acceptance and enhancement of the quality of the mobile solution through practical experience. Change management is also useful for evaluating how equipped employees are to handle mobile technologies. 

Conclusion: Mobile maintenance requires clarity, strategy, and acceptance 

Implementing mobile maintenance is not merely a technical undertaking – it’s a complex, strategic initiative. Simply buying devices and installing apps is not enough to realize its full potential and benefits. 

Success hinges on four key factors: 

1. A clear strategic vision 
2. Well-defined processes supported by accurate master data 
3. The right technology – both hardware and software 
4. Committed and engaged personnel 

When these elements work in harmony, mobile maintenance can deliver significant value: streamlined operations, improved data quality, and tangible added value.