Hi. Welcome. Thanks for joining. Thank you for joining us
for today's webinar. Today we want to talk about how we could
augment and extend your workforce with help from Rockwell Automation Workforce Services.
My name is Bill Prather. I'm the global product manager for Techconnect.
And I'm joined by Christyn Panuto I’m Christyn Panuto
I'm the global product manager for Training and safety Services here at Rockwell.
All right. Thank you, Christyn. We're going to get started here and again,
one of the things we just want to set the stage and maybe just ask a couple of
questions or maybe have yourself ask a few questions.
Here is, are you thinking of any of the following here?
These are kind of tough and but, you know, you really think of your manufacturing and
how your day to day operations work. These are some questions you need to ask
yourself really to think about your workforce as a whole and how effective they can be. So
let's just work down the list here. Do you have older technology in your plant?
So again, do you have things like PLC five SLC 500?
Some of these pieces of technologies that maybe 30, 40 years old that are still
working. But again, you know, one of the things that
are a little older going on in your plant. Have you purchased newer technologies in the
last few years? So, as you know, while we may have some of
the older technologies working, you may have purchased new things like compact Logix
control, Logix and more advanced software that does things that you've never that you
never thought they could do before. How many new employees have you added to your
staff? Obviously when you add a new new employee,
there's always going to be a period of getting up to speed, getting them used to
your technology and your applications. How many seasoned resources do you have?
Facility. Again, we've already talked about the fact that you may have older technology.
There, but how many other seasoned folks do you have that can really help the folks
coming in understand how the day to day business works, but then also keep them up to
speed with newer technology. You may be introducing to your plant.
So for those seasoned individuals you have, what is your plan? Should these resources
retire? We've seen this a lot in the last few years
where we see a lot of experienced folks in this area, in the workforce getting ready to
retire and move on. What is your plan to get the new generation
up to speed and to really make sure that there is effective as those who came before
them? Does your staff have the competency to support both new and old technology? So
again, this comes back to where you may
have an SLC 500. You may have the latest and greatest compact
and control logix processors, old and new software applications Co-mingling.
How does your staff have the competency to support these things and to make sure that
there is effective as can be? And realistically, the question that you need
to ask is what is your plan to address these in both the short and long term?
Do you have a strategy to really help your workforce and to make sure that you are as
effective as can be and to maintain and to maintain uptime and also just overall
effectiveness on a day to day basis?
So maybe just to talk very quickly here and again, just to have a little fun here and
talk about 30 years of technology, 30 years of technology here and how much things have
changed. So, again, we talk about we'll go back to way
back to the 1990s and so 30 years ago and when we think about what the newest allen-
bradley technology was, the SLC 500 was released in 1991.
It was the first generation had a massive one
K in memory. And we think about how large applications are today.
It's pretty astounding that we could run control processes with that little bit on
board and to go along with that, our Logix 500 was introduced.
So again, old floppy disks, you know, this is before we even have DVDs or CDs to put these
programs on. So again, quite a bit of older technology
there just around this out. So this was a laptop. Computers were first
introduced. Now, you may remember the old portable
computers, which looked like a giant suitcase, but this really where we had the
first technology or the first generation of technology that you could carry in a bag and
connect in different workplaces, PalmPilot's and pagers were in people's hands.
So again, there may be some people out there who don't know what a Palm Pilot is, but
these were pieces of technology that were state of the art back then.
So again, pretty incredible to think where we were 30 years ago to where we are now.
And last but not least, DVDs and DVD players were released.
And so again, that was a big technology. We had VHS tapes before, you know, Betamax.
If you really want to get kind of down and dirty there.
But again, 30 years of technology, those things were all they were all the latest and
greatest. So if we move to the 2020s now, just to kind
of do some contrast and compare, you know, Rockwell Automation introduced the
Factorytalk design hub. So this is true cloud based software as a
service on demand design tools. Now, as we talked about Logix 500 before,
when that first came out, it was delivered on a floppy disk.
Now you don't even have to have the software on prem.
It's up in the cloud and you can use it whenever you can, wherever that you may be
able to have an Internet connection. We talked about Palm Pilots and, you know,
again, pagers now people have smartphones in their pockets.
Again, this combines the smart, your pager, your Palm Pilot, essentially a small computer
in those laptops or portable computers. Those now fit in your pocket.
You can take everywhere you go. Streaming services are commonplace.
So our DVD boasted a wonderful for ATP technology. Right?
That was high fidelity then we can now stream in for an 8-K again. Many, many times.
The resolution is what the DVD stay there. Technology was 30 years ago.
Last but not least, artificial intelligence and machine learning is now mainstream.
So again, these are things that wouldn't have seemed like even like a remote reality 30
years ago. But they are the mainstream today.
So why do we why do we just go through all that?
So again, we've talked a lot about older and newer technologies.
How do you make sure that your workforce Is up to date? we use these examples as ones
that you
may know day in and day out. There might be some of you out there who've
never heard of some of these things, but I'm going to age myself a little bit.
But how do you make sure that your workforce has the capability to, number one, feel
confident and have competency on these things, but also, should they run into an
issue, how do they find remediation? And with that, I will pass it
over to Christyn. Thanks so much, Bill. Yeah.
So like Bill said, he gave us a great history lesson there, but there are a lot of factors
that influence your workforce's day to day. You have those seasoned folks who are dealing
with new technologies that they've never dealt with before, or you have those gen Z
new hires that you're trying to bring up to speed.
Who really don't know what a PLC is to begin with.
So we really feel that there are three pillars to your workforce strategy.
And I say strategy and I want to highlight that because it really should be a strategy.
There's no way that one person, one workforce, any staff that you have, could be
expected to know everything. 30 years of technology in your plant.
So we think that through training, supporting and augmenting your workforce, you will be
successful and have the strategy that you need to enable your folks as well as have
people on hand should your people reach the depth of their competency.
But I'll start first with training that really is building the competency and we'll
talk about how Rockwell can help you do that.
So I think everyone by now has probably heard the skills gap is real and it's only getting
wider. There are some staggering statistics on
the slide here about more jobs available than people to fill them.
And that isn't going away anytime soon. And it's not just people to fill them. So
warm bodies. It's really the train skilled people that you
need to support your day to day operations and make sure you have solid productivity.
So one thing I want to highlight is how this could affect you.
And I'll read the slide that's on or the stat that's on the slide here, 3.4 million
manufacturing jobs are likely to be needed, but 2 million of those are expected to go
unfilled, which is a serious challenge today, tomorrow and in three years.
So how can you tackle that first pillar? Like I said, the Skilling upskilling and
reskilling your folks so that they can tackle the challenges that they're presented with
every day. And it really is a training continuum.
So we can start all the way at the left with self-paced.
So this is your watching a video, you're interacting and doing bite size topics and
tackling your learning journey kind of on your own when you want, where you want, how
you want, and that is with what we call learning plus, and that is all of e-learning
as well as some virtual classroom that we have available.
And then if you want to add on to that. So that takes care of all of your automation
needs. But we know that automation isn't just the
only skill that your people need to do their jobs every day.
So, we've recently launched Learning plus Enhance, which tackles craft skills.
So that basic electrical mechanical instrumentation skills are presented in a
self-paced fashion inside of learning Plus. So, if you have that new hire that has never
been in an industrial environment before, we can help you give them the basics and then
once they've accomplished the basics and shown competency, there, we can layer on
maintenance skills, troubleshooting skills with the automation content as well.
Moving on to our instructor led this is a little more prescriptive, a little less on
your own time, a little less flexible, but you get a lot of additional benefits whereby
why you are in a classroom, just like we were in school when we were all, you know, in
grade school and high school, you have your open enrollment courses where you're with
students, you're with an instructor, and you're going through a lecture and then
you're going through a lab environment and you get to ask questions and you get to
practice and you're working with others, so you're learning from them and you're teaching
them at the same time. So this is a really great way to cement your
skills because you do get that hands on and that interactive nature with other people.
And lastly, on the far right, it is the full consultative solution which we call global
workforce solutions. And this really is workforce development with
a project management approach. So we can run the gamut from assessing the
staff to see where they're at in their baseline skills and then developing a custom
learning journey for each of those people to get them where they need to be.
And, you can take the whole the whole spectrum of workforce services or if you just
want to and then you want to go take instructor led or learning plus classes, it
really is your journey. So that's where Global Workforce Solutions
would come in. So we like to provide training from all the
way, from self-paced, all the way up to consultative.
So we're here to support the competency, the upskilling and the reskilling. A
little bit more on learning. Plus I kind of hit on this previously here,
but Learning Plus is all cloud based online. So as long as you have an Internet
connection, you have learning plus at your fingertips.
And we have over 30 self-paced courses with the 11 virtual classroom sessions and think
of those as the instructor led classes that I talked about it really briefly.
And they're remote. So just like I'm on your screen today, you
would have an instructor on your screen teaching you the exact same concepts that you
would learn via the self-paced modules or an instructor led in-person class.
And like I said, it is extremely accessible, As Bill said.
We have smartphones everywhere we go now, so if you have any access to the internet, you
can take learning plus with you. And it's not just watching videos.
There is a lot of great interactivities and a lot of the ability to your knowledge and
how you fared against the topics. And a quick little blurb again about learning
plus enhanced what I talked about the craft skills.
You have over 140 hours of content, self- paced at your fingertips with learning plus
enhanced. So, this is our solution to upskilling and
reskilling in a very flexible and adaptable way because we know that your staff, your
people are they're focused on production critical tasks and they can't always take 2
to 3 days or four days away to go to a class.
So they might have 30 minutes today. They might have two hours tomorrow.
And this is where learning Plus can come in and meet the needs of getting them the skills
they need when they need them. A little more on instructor led.
So, we're moving along that continuum from self-paced to more of the consultative.
So, these are standard classes that we offer where there's over 100 courses available and
you can check out our online catalog, which notes every single course that we have
available. And work with your local Rockwell contact
to schedule and get into one of those sessions We have a global reach.
So if you're joining us here in North America, you would work with your distributor
partner if you are one of our EMEA friends and customers, you would work with your local
Rockwell contact. So we serve the globe with all of these
courses and some even in local languages and then we're kind of sliding a little bit
longer along the consultative spectrum, say you want one of our instructor led courses
and you don't want to send one person, you want it for 20 of your people.
Well, we can host that on site at your at your location just for your folks.
And if you want standard out of the box training, we can do that very easily.
But we could also take two of our classes and say, you want to have the basics of drives,
the basics of PLCs and maybe you have a little bit of Ethernet networking that you
need to skill your folks on. We can tailor all of our standard courses
down to meet exactly what it is you need so that you can get the most benefit from the
time spent
And lastly here, now we're all the way on the right of that spectrum.
We are in global workforce solutions and so on the slide you'll see that you have
assessed design and deliver. Those are the three aspects of this program
and I'll focus on the left first. So how do you know what skills your people
need if you don't know where they begin?
So this pillar is extremely critical and we are actually developing out some new
technologies here because we do know how critical this aspect is.
You need to create a baseline for where your employees are and say you have five people.
At one level, you have ten people at the next and you have two folks that are pretty
advanced. You'll be able to know that you need to send
those five and ten people probably to initial classes and those two people that you have
are very skilled. Maybe they don't need training at all or
maybe they need that really advanced training.
So, this really hones in and starts to develop a strategy and a path forward for how
to take
your workforce from where they are today and where you need them to be. And then we design
that. Like I said, it can be out of the box training like our learning plus or our
instructor led, or it can be a completely
customized course based on what it is you need.
And then we deliver that. So we'll flexibly deliver that through our
open enrollment classes or through private onsite delivery at your site to get your
folks where they need to be. So, like we discussed, training is that first
pillar of training, supporting and augmenting when you need to get your folks to skill
them up or reskill them if they're performing different job functions in the future.
This is how we could help you do that. And I'll pass it over to Bill to talk
about that next pillar. Thanks, Christyn.
So, before we deep dive in that next pillar, just want to ask again maybe or pose maybe a
scenario in a couple of questions to the audience.
So, the question is, and you may be really surprised with the answer is how much time
does your staff spend diagnosing and fixing a problem?
So, it's been estimated that, you know, just this time that's being spent to try to figure
out, you know, from the first diagnosis to the actual remediation of a problem.
It costs us about $20 billion a year in unscheduled downtime in manufacturing.
So, to break this down a little more, 8% is trying to figure out, is there a real
problem. So, again, is this really something that is a critical issue?
Was this maybe just a user error 8% of that time to where we start to find out or start
to review if there's a problem to resolution is spent trying to figure out, is there a
real problem? 21% of the time is spent trying to say, okay,
if there is a real problem, let's diagnose it. Let's get into this.
So again, as Christn had mentioned before and as you just explained, having that competency
on the front end is going to reduce this time both in the 8% and the 21% to say, hey, can I
easily identify if there's a real problem? And then if there is, how do I diagnose it?
Now let's just say that the individual can't, for whatever reason, remediate the problem
themselves. Then it takes 47% of the time for to find the
correct resource to fix the problem. So again, as we mentioned before, our
hardware and software is getting more complex.
It can do more than ever. If I do run into that issue, I can't figure
out myself how do I find somebody who can get in there and help me get back up and running
as soon as possible? So if we put these all together, 76% of the
time that is spent is really spent before any remediation even starts.
So from trying to figure out, is this a real issue to trying to diagnose?
So then, okay, I need to find somebody. 76% of the time when there's a downtime event
is just spent on us trying to before we even get to the point where we can fix the problem
and get things back to their normal state.
So maybe asking yourself, okay, I've armed my my staff with everything they need from a
competency standpoint, what can really help them here and what's the next step?
And that next pillar is Christyn mentioned is what we call TechConnect remote support.
So at a very high level, this is providing technical knowledge and support to help solve
your workforce challenges quickly. So again, TechConnect is a remote support
service that gets you that gives you the ability to get connected with a Rockwell
domain expert no matter what type of problem you have.
24 hours a day, seven days a week, just to maybe throw a couple numbers and maybe a
couple of things to think about with Tech Connect, you may be familiar with it or it
may be the first time you're hearing it, but this really helps you again, give you that
lifeline to have to be able to either call, chat, email,
connect with our staff whenever you have a problem to help remediation.
Don't think of it as just also a point where, okay, I have a problem. Hey, my production is
down. It could be. It could also be to help figure out, hey, how
can I improve? Hey, I have a configuration
question. It's really access to those technical
resources. One of the things I want to point out is, you
know, when we offer our TechConnect customers out there, our first contact
resolution rate is 75%, which means that 75% of the time it only takes that one
interaction with us to get resolution to your problem.
No matter how complex that may be. So maybe flip it just to, you know, to kind
of put us in a comparison a little bit. You know, our competitors out there, they're
only about a 35% first contact resolution. And that's a study that has come from our TSA
benchmarking Association. So, again, you know, we take a lot of pride
in being able to help you with that one interaction, get whatever answer you need as
soon as possible and get you on your way. One of the things we're really excited that
we've brought out the last couple of years is what is augmented reality services to figure
out how we can support and empower your workforce using augmented reality tools.
We'll talk a little bit more in depth on these in a moment.
But think about the how powerful it is to have a domain expert look over the shoulder
and see the exact piece of equipment you're trying to troubleshoot.
Software updates, obviously, software updates is a big thing and you can see some big
numbers here. But how do you make sure that you have the
latest and greatest updates for your software install base, not just for the new features,
but to make sure that those new patches and updates minimize any sort of potential
cybersecurity issues you may have. So with tech support, again, it covers all of
these things and we do have what we call a Follow the Sun model, and this is global.
So as I indicated before, we can support this 24/7.
And again, we can support you whenever, wherever you are across the globe.
I'm a bit of a numbers person, so just want to throw a couple numbers about our support
network here. And we do have over 500 dedicated remote
support resources who help customers such as yourselves on a day to day basis on their
hardware and software challenges. And also, you know, again, continue to help
their workforce, you know, answer questions and be able to be more productive on a day to
day basis in the event that you do need somebody on site.
Again, which is an additional service to TechConnect, we do have over 600 field
service
engineers across the globe who can get to your site if you, for whatever reason, do
need some onsite support. Again, while TechConnect is a remote support
service and we see that we can solve issues, almost 100% of the time remotely, we do have
that backup in case we do need to send somebody out as an additional resource.
We have 16 global technical support centers. We support over 80 countries and our average
remote support engineer has 13 years over 13 years of experience.
So, when you have that issue, when you need help, you're going to be connected with
somebody who has a lot of, you know, has a lot of industrial automation experience under
their belt and can help you again, no matter how complex your challenge may be.
And we do support 21 languages within our program today.
Just to maybe talk a bit, again, I am a numbers person, so I'll quickly go through
these, but we do offer 24/7 access to support.
Our average answer time on the phone is less than two minutes.
Again, 75% first contact resolution rate and we carry a 98% customer satisfaction rating
and not to dive too deep into the details. But again, everyone's taking statistics and
know well, depending on how you put that together, you can tell an interesting story.
Every time we have a support interaction, we do send a survey to our customers to ask, How
did we do? And of those who take the opportunity to give
us feedback, 98% would rate the service as Great and their service received as they're
being
very or being satisfied or very satisfied. So again, we take a lot of pride in those
numbers and continue to make sure that we are delivering the best in class remote support
as part of our TechConnect program. So as we talked about, again, your workforce
may be in a couple of different stages, right?
And so with technical support, we do have four different options for you.
And over on the right side there, you can see, you know, we do kind of categorize this
on number one, how is your skill set or how is your staff skill set? Do they have limited
knowledge? Hey, maybe you have a whole bunch of
industrial automation experts, but then how complex are your systems?
And if we kind of go through this, we'll talk about the four different tiers we have from
Self-Assist Product Support, System Support and Application Support.
We do cover all we've seen success and cover all types of all types of industries and all
types of size of customers from whether it's a very small manufacturing location to large
global enterprise footprints. So just to walk through some of the TechConnect
options that you have, the first level that we call that we have is what's
known as Self-Assist and this is really limited.
If you if your staff has a very good understanding and have really are really,
truly domain experts on their own with the hardware and software on site or if you have
some simple systems that really you know again we have the industrial automation
experts who on site who can help you remediate the issues. But these are simple
production lines. We can get them up and running as long as we
have that expertise. This is really where if you just need on
demand support, access to electronic software updates, being able to view our knowledge
base and our tech notes, you know, getting into our TechConnect level articles there,
being able to interact with our remote support engineers by submitting a question
online. Again, this is not real time. It's about a one business day turnaround.
But I do want to also point out with this, you know, you get all these electronic
resources. This does give you access to one of our
augmented reality tools called the Digital Assist Library.
Now, the Digital Assist Library you can think of is also a portion where you can augment
your workforce. As you know, as Christyn indicated before, we
have a lot of good resources to get trained and to understand how to operate and how to
do things. These are augmented reality work instructions
that actually will walk your staff through beginning to end How to perform a task or
maintenance on pieces on Allen-Bradley or Rockwell Automation Hardware.
So we'll talk a little bit more about these in depth, but it's really giving them that in
the palm of their hand or on a tablet to walk them through everything they need from soup
to nuts on how to perform these tasks. Again, this is really for the more advanced
users right? So again, folks who can who understand their
applications or have really, you know, very, let's say basic ones moving on. Our next tier
is Product Support. So again, you get all those benefits of the
the Self-Assist here. But this is where you now have access to our
real time support engineers.
So, this allows you to talk to them over the phone, allows you to chat with them again, be
able to connect with them one on one and get to a domain expert.
So again, not to be able to answer whatever questions you have or help you through a
pinch when you have a down situation with this, I'd also like to highlight it's
available 8 to 5 or 24/7. Again, all of our tiers that, you know,
again, our middle tiers here from product and systems are available 8 to 5 or 24/7
And again, this is where we see a lot of our customers gravitate to the 24/7
area, especially due to live support.
So again, this is our second augmented reality tool that we put in within our
TechConnect program at no additional charge. And this is again that over-the-shoulder
experience where our remote support engineers can see the exact piece of hardware you're
working with and walk you through how to troubleshoot and and again, remediate the
problem you have. Again, we'll talk a little bit more in depth
In a few moments. The next level up is what's known as System
Support. So whereas in Product Support you will talk
to a domain expert on a particular type of product again, or a particular
technology tier. So again, within Product Support, you'll talk
to somebody who knows, let's say small controllers like the back of their hand, you
know, someone who knows software back to front and again, with that experience, you
know, you get to those domain experts System Support takes that to the next level where
you then get not just somebody who's a domain expert on systems or excuse me on products.
They're actually domain experts on the various components of a complete control
system. So whereas in the product tier, you know, you
may get, you know, start to talk to somebody with a controller issue, then talk to someone
about comms issue and then talk to another individual about a drive issue.
In this case, you're going to have that single point contact where many times that
that engineer has a wealth of experience and again, can support all those elements of
control system. So again, this is where you're starting to
have complex systems, maybe on site, maybe there's some limited knowledge and you really
need somebody to come in and, you know, maybe provide a little extra help.
This is the level of System Support that really helps support your systems at a remote
support level with our engineers. Last but certainly not least, and again,
while all of the other tiers were site based support Application Support is really
tailored to just your very complex or the systems on site that just
they can't go down. And if they do, you need immediate
remediation. So again, these are those very complex
systems or limited internal expertise. I like to use the analogy, think of
application support as being an extension of your staff on site, who again, eventually
will know the systems as good and maybe sometimes maybe even a little better than
those on site. The more we the more we get to know.
So again, with Application Support where this is tailored to those specific systems on
site,
which really are your critical infrastructure and systems that really can't go down.
You know, part of this really understand that is a multi-week onboarding process where our
teams will get together with yours to go over, Hey, let's go look through the code
reviews, the drawing documentation and let's understand exactly what you're trying to
achieve, not just maybe, hey, I want to make sure that I don't have downtime.
Do you want to approve or do you want to, you know, again, improve performance?
All of this is included as part of Application Support.
And again, this is really a customized support experience for your control systems
on site. Within App Support, we also provide remote
monitoring on assets as well. So again, this is where, you know, if you
have if you have the infrastructure, you know, we can connect to you and be able to
remotely monitor assets and be able to let you know if we see something like, hey drives
operating outside the normal parameters, hey, it looks like we're going to have you know,
it looks like there's an incident here. We're seeing some sort of anomaly where we
will reach out to those assets and reach out to you to let you know there's a problem many
times before you even know that it exists. So again, with TechConnect and again from
everything from Self-Assist to application support, we really just want to help augment
your team. And again, if we think about, you know, on
the front end having the competency, you know, that Christyn mentioned through the
various training offerings we have to then now having, you know, again, being able to
support your team if they do run into an issue, that's where we see our customers have
the most success is when we bring these things together.
So just a deep dive, a little bit more into how your team can get remote support and
again, be able to get, you know, the answers to the questions they have.
You know, this is really how we see our customers generally interact with us.
So as you know, you know, a lot of people like to work online.
Again, we think about the millennials and Gen Zers, Hey, they like to start electronically,
right? Again. Whereas we saw 20 years ago, you know, folks
working on the plant floor. First thing is I
want to pick up the phone and talk to somebody.
We see now a lot of folks want to start electronically and then have that lifeline if
they do need to talk to somebody. So we see our generally our TechConnect
customers start in the knowledge base. So again, these are articles that are curated
by our remote support team. Again, these are not static.
So as they learn more, as we as we release new versions, as we talk to customers,
understand, you know, the problems they're having, we update these articles to make sure
that you have a comprehensive library of how to be able to fix and remediate issues and
just have the information about your systems on site in a very easy to find manner.
This is also where again Digital Assist Library of augmented reality work
instructions
resides. So again, you can go in there and if you need
to say replace a control board on a Powerflex 700 drive, it's right there.
We did just relaunch what's known as our Engage forums where again, this is where you
probably don't want to go for immediate tech support, but you could interact with both,
you know, your peers and then also Rockwell Automation folks to be able to ask questions
and be able to get answers to, hey, maybe some configuration or Hey, what are these?
You know, they put these new pieces of technology together.
What was your experience like now moving into kind of that real time and kind of connecting
with our engineers? You again, the ability to chat live.
So again, this is mobile friendly. So whether you have a laptop, you have a
again, a tablet or a smartphone, you can chat with our support engineers again, especially
if your team is working at a pretty loud production area, they may not be conducive
for them to always pick up the phone to talk to somebody.
They can live chat from their device right to one of our remote support experts. You also
have the ability to submit a question. And again, this is again, if you have Product
Support or higher and you have that ability to get real time support, this is not where
you want to have an emergency issue, but maybe where you have a complex issue, maybe
some sort of configuration and you want to share some information with our engineers. So
again, think about reviewing code with one of our experts.
This is a great place to submit that and then also give them all that information in one
spot to get the help that you need. Last but certainly not least, the ability to
Get a hold of us on the phone and then the Live View support.
So again, being able to get to one of our domain experts right away to again, answer
whatever question you have. And again, I do want to reiterate, you know,
obviously, a lot of times you think, well, this is only when I'm in a down situation.
These things are available anytime from again, hey, maybe you're starting up a
product for the first time. Maybe you have questions about a product or,
you know, some of the benefits that you'll have by modernizing, you know, these
remote support engineers. They are your they are your lifeline to be
able to answer those questions. And again, when we see this paired up with
the competency and training, it makes a pretty powerful front to end type of type of
scenario for your staff. I do want to dig in just a little bit before
I turn it back over to Christyn here about our augmented reality services.
You know, as everyone here knows, the last few years, especially with the introduction
of things like Covid, very unexpected. We wanted to really look and say, how can we
modernize and how can we support our customers in a kind of a more, I'll just say
a more modern way. I've referenced it a few times.
One of the things that we brought to life is what's called LiveView support.
So again, this really if you look on the right side there, you'll see a couple couple
of screenshots or a screenshot at the top there.
This really allows you to connect with our remote support engineer in a secure manner to
allow remote support engineers to see over your over your technician shoulder.
So again, be able to look at the exact piece of equipment or troubleshooting, be able to
see the environment that that it's in. Right? So sometimes you ask, well, how is the
environment? Is it very dusty? That could be relative, depending on who you
are. But it allows us to really see that and work with you.
Now the what makes this augmented reality is, you know, again, we're not just, you know,
like a FaceTime scenario.
We can see over your shoulder you have the ability to notate on the screen as well.
And those stick throughout the session. So both the remote support engineer and your
staff have the ability to rotate back and forth.
Let's just say that, you know, it's an older piece of technology.
Maybe you have a newer, you know, person on your workforce is joining and they say, I
don't even know where this start stop is on this thing.
Our remote support engineer can provide them the information.
Hey, walk through the left here, look down, and then they can circle it on the screen
there. And that notation sticks throughout the
entire session. Now, I know you're probably thinking this
sounds great, but I'm worried about intellectual property. Don't worry.
We do utilize free of Vuforia chalk app download,
but as soon as you close that session, those you know, any, any video, any snapshots that
were taken, those are gone. Now, as the user you have the opportunity to
save them locally to your device only. But as soon as you hit that end session,
they're gone forever. They cannot be recovered.
They're not sitting on a Rockwell Cloud somewhere.
So if you're worried about your intellectual property being out there, which is a very big
concern, rightfully so, you can be you can be confident that once that session is closed,
that that's not living anywhere outside of your domain to round this out is the digital
library, which is also a newer augmented reality solution that we provided inside of
Connect, which really is the ability to provide your team augmented reality work
instructions on how to perform a task or perform maintenance from start to finish.
So again, these are Rockwell Automation curated experiences where we tell you up
front everything from, Hey, what are the safety things you need to know? What are the
tools needed? And we walk you through how to perform those
tasks from start to end. So again, we have over 40 of these
experiences available and we plan on bringing more of those to life within the next couple
of years. So again, these can also be, you know, again,
you don't have to be connected. I know sometimes providing maintenance
depending on what kind of industry you're at, can't always get a good Internet connection.
So you can download these locally and then take them with you to perform those tasks.
So again, just to round this out before I pass it over to Christyn, you know, one of
the
things again where we see a lot of that is if we have that upfront competency with your
staff and then be able to augment that and be able to support them via remote support,
connect services as we really see a staff that has the ability to you know, to be
efficient, understand when there's a problem and then have access to the tools and the
resources to really help remediate that and make sure that they have that they are the
most productive workforce that they can be. So, Christyn, I will pass it back over to
you.
Thanks so much, Bill.
So so thank you for spending some time with us today to hear about about workforce
challenges and how Rockwell automation can help you solve those.
Everything we talked about is very real for every company, every person out there. The
statistics, like I said, are staggering. We talked about the three pillars of
training, supporting and augmenting. We didn't dig into the augmenting a ton bill,
did touch on it when he started talking about the the augmented reality, the LiveView
Application Support. We also have field service safety services
other offering things and other services that can support you and augment your staff.
But the biggest thing I want you and Bill wants you to take away from this is that you
really have to have a workforce strategy. Like I said, the challenges are real. They're
smacking us in the face sometimes. Unfortunately, other times they kind of sneak
up on us. So that really starts with assessing. So not only assessing your people
to know
what their skills are, but assessing what part of your production line, what part of
your environment is extremely critical? What area do you want to train your people up
to support, to know how to support? And that's been that 76% or 74% of time that
Bill said is spent before you even realize what the problem is.
Or if you have a problem, you know, what level of competency do you want your staff to
have? And then when do you want them to be able to
call a lifeline? And how significant is that lifeline with
support? And then where do you kind of just want to
say, I want this insurance policy, I want my critical systems?
Rockwell I want domain experts. I want you to help here and that's really
the strategy that we ask that you think about.
Because when it's when you're down, it's too late.
So being proactive and having that strategy in mind, whether it's with Rockwell, we have
some great services to help you. But either way, we want you to leave today
knowing that that's the takeaway and the action that we would like to ask you to go
do. And you've heard us talk about the ways that
Rockwell can help you and if you would like to talk further, you can reach out to a
Rockwell sales representative or visit us on our website.
We have all of that great information that we've talked about today. Well, thanks again
so much for your time today. I hope you enjoyed the presentation.
As Christyn said, again, thank you for the time today. Again, we have loved being
able to talk to you about how we can improve your workforce.
And again, you know, whether you ask yourself
those tough questions now or maybe in a little bit, you know, again, our Rockwell
Automation, your Rockwell Automation authorized distributor or salesperson is
there to help answer your questions. And start to get the ball rolling to make