Smart Work Order

Smart work order (SWO) is a technology-driven approach that utilizes augmented reality (AR) smart glasses and knowledge management data base (KMDB) to improve field services (FS). A work order (WO) is a specific job, repair, or any other FS team’s physical activity. SWO leverages identified opportunities for automating operations in the field. It makes use of machine learning and artificial intelligence (ML/AI) processes to access knowledge captured in KMDB and generates options for improved hardware repair, installation management, or predictive maintenance. Consequently, the efficiency and sustainability of field services and work orders are raised due to shorter time to deliver, lower travelling costs and less rework required. SWO developed in Ericsson Nikola Tesla Group (ENTG) is configured by augmented reality technology, and machine learning algorithms supported by ITILv4 best practice framework where each SWO part creates added value in the field services chain. Additional integration with operations wisdom logging (OWL) toolset empowers FS team members with advanced knowledge in daily work. All SWO parts can access real-time data which enables FS teams to utilize knowledge management systems to determine first-time right actions. SWO automatically generates all required steps which walk FS teams through required actions, from capturing an alarm, over identifying the problem, finding a solution, and visualizing required actions to confirming the problem has been cleared up.