The challenges
of a technical service

Every maintenance department of a factory or technical service department of a machine builder has them: the few specialists who know exactly what is happening in the event of a malfunction, deviation, or inexplicable behavior.

With the Technical Service knowledge model, you make their knowledge accessible to all technicians and engineers. This allows teams to solve problems faster, work more stably and efficiently, and ensures you are no longer dependent on the same experts.

Technicians and engineers can quickly assess whether a system is functioning correctly

with relevant parameters and limit values in one overview.

Technicians and engineers understand how components influence system behavior

so they can immediately identify the cause.

Technicians and engineers know which steps to take for each deviation

from the initial check to a targeted approach for the correct component.

Technicians and engineers can be deployed faster

without constantly falling back on experienced colleagues.

Our model ensures that:

The knowledge of your technical service experts is digitally accessible to the entire team. Every technician or engineer, in production or at a customer’s location, can use the model to recognize, understand, and solve problems.

The functionalities that
make the difference

The technical service knowledge model supports technicians and engineers with four crucial functionalities

“If the team leader and technical service can’t figure it out, they call Willem. If there’s a problem with a substrate or material, they call Willem. But now that we continue to grow, we cannot remain dependent on that one expert.“

Dirk Bilardie, Manager Continuous Improvement Total Packaging

Insight into how the system works

The model shows which parts influence which behavior. Which sensor, setting, or component ensures that your system does what it is supposed to do. It helps technicians understand the installation better and makes connections visible that otherwise only exist in the mind of an experienced technician.

Making a diagnosis

In the event of malfunctions and deviations, the model provides an immediate diagnosis: these causes are most likely, these are the steps. Which signals are important? Which cause is obvious? Which check do you perform first? No guesswork, but the approach of your best specialist.

Live status report

With the data integration, you can connect the model to your sensor data. This allows you to see remotely whether the system falls within the optimal bandwidth and enables you to intervene even before there is damage or downtime. This way, you shift from reactive to proactive working: not waiting for an alarm, but seeing a deviation coming.

Escalating at the right time

The model clearly indicates when you should escalate to a specialist or supplier in case of persistent problems.

What are the benefits?

Five concrete results for your organization, measurable from the first few weeks.

Shorter downtime

Problems are recognized and addressed faster. Production downtime is shorter, planning stays on schedule, and production targets are met.

Knowledge is retained

Crucial troubleshooting knowledge remains available, even when experienced specialists leave. This allows you to continue providing the same service and to innovate.

New colleagues get up to speed faster

New colleagues can act independently sooner, without constantly falling back on the specialist.

Fewer support requests to specialists

Specialists are interrupted less often for recurring questions and are given more room for complex issues and innovation.

Unified way of working

Everyone works according to the same method. No more variation between colleagues or locations, leading to consistent quality and reliable lead times.

This is how we capture
your expert’s knowledge

We make the experiential knowledge of your best people digitally accessible so that every employee, at any time, can make the right decision. However, every process, every machine, and every function requires a different kind of knowledge.

That is why we offer different knowledge models, tailored to the role of the user and the process for which the knowledge is being captured. Our approach is standardized, scalable, and predictable.

Discover our approach here

1

Scoping

For which process and which role do you want to capture knowledge?

2

Interviews

5 interviews with the experts.

3

Processing

Processing the interviews into our digital knowledge system

4

Delivery and immediate usability

For everyone on the shop floor. Average lead time: 3 months

How much time does this take for my experts?

Setting it up requires five two-hour interviews. We conduct the first two interviews with your most experienced expert, after which colleagues from other departments join in.

Who sets up the knowledge model?

We do. A knowledge analyst from ELICIT gathers the knowledge during the interviews and builds the model. Your experts do not need to prepare or write anything down.

What determines whether a process is simple or complex?

The more variables a process has and the more they influence each other, the more complex the knowledge model becomes.