The future role of voice in PLM processes

The future role of voice in PLM processes

mobile-voice-plm-process

Processes and workflows is a big topic in PLM. If you think about PLM as a way to manage a full scope of product development processes in organization, workflow is a foundation part of technologies and tools to implement that.

The definition of PLM process is usually complex and can come as workflow or rule-based. You may ask – why is it complex? Very often the answer is simple – enterprise organization is complex as well as communication between people is complex too. However, this is still not a reason to keep them complex in the future. In one of my earlier posts about PLM processes and implementation confusions, I shared my classification of PLM processes into design collaboration and change processes. People are still one of the most complex part of process implementations. Especially, if you speak about engineers. To manage engineering processes is like herding cats. Read more in my PLM and Engineering (task) process management post. One of my conclusions – we need to simplify process management.

In a real life, email remains one of the key players in process-driven implementations. There is nothing wrong in email and the requirement to integrate PLM processes with email is still on the top of PLM process requirement list. I honestly think that I need to update my workflow dream list.

The question how to simplify workflow and make collaboration easy is on the top of workflow and process management professionals. Some of PLM mindshare companies are focusing primarily how to improve process management.

One of my previous ideas around process simplification was related to mobile technologies. Earlier today, my attention was caught by Benedict Evans blogVoice is the next big thing in mobile. Article speaks about different form of communication – text messages, instant messaging and vocie. Here is the passage I liked:

…there is a lot of scope to innovate around the actual voice experience in much the same way that we have seen around messaging apps.In messaging we have seen two levels of innovation in experience. WhatsApp delivers ‘SMS 2.0′ – it does the things that telco technologies like IMS were supposed to add close to a decade ago, but not much more, so far. On the other, we have things like Line, Wechat, Kik and Snapchat that actually change what messaging is, even before you look at the platform elements of their offerings. I suspect (but no more) that it is harder fundamentally to change what voice is than to create alternatives to a snippet of text, and so the basic voice experience might change less – the innovation, like WhatsApp, may be more about the handling and routing and setup. That is, it kills the dialer. That’s one way to look at Talko – it rethinks what ‘dialer’ mean when there is no DTMF (or pulse), and builds value around that.

I specially like the idea of “setup simplification” to make a call. Sometimes, to make a dial is complex or even impossible. Imagine, you have engineers and service technician working on the same problem. They are located in separate places. Modern 3D collaboration technologies can share visual information between them. They can even share photos or camera. But “chatting” or “IMing” in such situation can be a complex thing. To be able to establish voice communication can be a killer function.

Another example can be related to “change process” approval. The description of problem is often complex and requires clarification. Very often it leads to going back and forth in approval process between people with messages and explanation. To setup one minute voice communication can solve a problem.

What is my conclusion? Voice and mobile can become a killer approach to simplify communication and streamline PLM process management. It can decrease number of messaging loops, speed up approvals or improve customer service. PLM vendors are very much behind in mobile innovation. Voice is part of this gap. Just my thoughts…

Best, Oleg

Share

Share This Post

  • Some great discussion, very forward-thinking. I think voice, among other things, can help transform PLM interactivity from being so part-number dependent.

  • beyondplm

    Hm… Part Number dependency. I didn’t see it that way. I thought PN and identification is an easy way to disambiguate things. How do you see it differently?

  • Oleg, not talking about eliminating Part Numbers mind you, those will always be needed for the disambiguation, as you say. Rather what I mean is that most PLM interaction today begins with entering explicit part numbers. These technologies can remove that dependency so you can concentrate on accessing contextual data in a more natural way (i.e. show me the hottest ECO or change request) or (show me the assembly that manufacturing was upset with last Thursday). It could radically transform how we consume all that rich relational information.

  • beyondplm

    Ed, Thanks for this clarification! My initial thought behind this post was about how to improve user experience. In my view, majority of PLM user experience is divided between 1-next action (it can be approval, new part number, make a change, etc.); 2- review data (1-show all open ECOs, etc.). I’m not sure about how voice can help accessing contextual data in a more natural ways. Probably we need to explore it more. However, voice can simplify communication for some scenarios that are not simple (my favorite one is service technician communication with support center).