Micro Motion Expert2 Application
Entry Title: Micro Motion Expert2
Submitted by: Micro Motion and Upstream Development
Contact Name: Jay Urbain, Upstream Development
Phone: (414) 228-8346
E-mail: jay@upstreamdev.com
Address: Upstream Development
9050 N. Tennyson Dr.
Milwaukee, WI 53217
Logo:

Purpose:

 Micro Motion "Expert2" is a Web-based EPSS for supporting technicians and customer service representatives installing, configuring, and troubleshooting Micro Motion's line of industrial Coriolis flow meter products.
 

Expert2's primary goal is enabling customers to solve their own problems anytime, anywhere, while maintaining a high level of customer satisfaction, and without the need to involve customer service teams. Additional goals include:

· Supporting Micro Motion's world-wide field service and sales staff, and helping their internal customer service staff become knowledgeable on new products faster

· Capturing and disseminating application specific subject matter expertise.

Solution: Background
 

Flow measurement is a complex process and is dependent upon the type of fluid, the volume of fluid, and the parameters to be measured (mass flow, volume flow, density, and temperature).

To support the measurement of flow parameters for everything from orange juice to asphalt, Micro Motion has developed an extensive product line of flowmetering equipment, including sensors, transmitters, and peripheral devices.
  Solution
 

Depending on the application, different types and configurations of equipment are required along with specific subject matter expertise for proper flowmeter installation, configuration, and troubleshooting. Expert2 offers a solution by providing on-line support for novice users who require step-by-step instructions in accomplishing these tasks, as well as for experienced users who desire direct access to specific content within the support system.

The web-based application offers support to Micro Motion's customers throughout the world, 24 hours a day, 7 days a week. Because it is an online system, Expert2 can be easily and efficiently updated and maintained.
Judging Criteria:

1. Supports performers through best practice processes.
  A key design objective was to minimize complexity by only presenting required information to the user and emphasizing best practices. This was achieved by identifying the proper metering equipment at the beginning of the application and providing "best practices" application guides to allow the content to be individualized for the user's specific performance support task.
  2. Establishes, or aids in establishing, goals.
 

The menus aid users in establishing goals by providing all options for troubleshooting or installing the various flowmeter components. The Select Equipment menu shown in the graphic below changes dynamically, only presenting flowmeter parts that are mutually compatible.

 
  3. Minimizes terminology translation or interpretation.
  The application is highly interactive and graphical. Text is clear and direct. Application and technical terms are hyperlinked directly to a supporting popup glossary (shown below) that can also be accessed from a menu.
 
  4. Provides access to supporting and learning resources.
  Context sensitive hyperlinks are provided for component specifications, hazardous area classifications (shown below), configuration and troubleshooting escalation forms, and to a library of more in-depth on-line support documents.
 
  5. Focuses on task(s), processes, and the natural flow of work.
  A sequential navigation and information structure was developed to allow users to logically step through tasks and troubleshooting procedures following natural workflow. A step in one such procedure can be seen in the graphic below. A navigation menu is always present and allows expert users direct access to any page of content within the application.
 
  6. Stretches the PCD/EPSS paradigm.
  · Expert2 has gone from being a "job aid" to a knowledge management application supporting not only customers and technicians, but also customer service representatives and application experts

· The scope of the project - In excess of 600 unique, graphical, and interactive pages

· High level of interactivity over the Web through custom dynamic HTML techniques

· Project management - A multidisciplinary group of Micro Motion trainers, subject matter experts, customer service representatives, and technical writers from around the world collaborated with the developers from Upstream

· Customized content delivery and the ability for users to add their own content

Prior State:

 Prior to the development of Expert2, support was limited to manuals, customer in-house "experts", and phone support. Complexity of the product led to numerous technical support calls and on-site troubleshooting. A Windows-based Expert2 was previously developed by another source and was the basis for the development of this Web-based application which included a redesign and a substantial amount of content changes.
User Profile: The users range from pipe fitters installing the sensor, to electricians wiring the system, and process engineers configuring the system. Additional users include support representatives that may have minimal experience with the product, but need to be able to immediately provide adequate assistance.
Results: The following is a list of the results of implementing the Expert2 system:
 

1. Service costs are reduced; technician productivity is improved significantly because EPSS tools provide just the right type and amount of performance support-precisely when it's needed and at the point of need.

2. Service quality is enhanced because tasks are done more consistently.

3. Call volume for technical support is decreased because the EPSS provides required support at the point of need.

4. Technicians do a better job when troubleshooting, so hit-or-miss parts-swapping is nearly eliminated and unjustified warranty claims are curtailed (fewer good parts are sent in for warranty replacement).

5. Training takes less time, costs less, and is more effective because instructional time is allocated by considering the EPSS work environment-many skills/tasks don't have to be addressed with conventional training at all because the EPSS is adequate.

6. Information about changes in products is updated and distributed immediately through the Web.

7. Subject matter expertise is preserved and disseminated in the EPSS

8. Customer satisfaction is enhanced substantially because problems are solved faster, downtime is minimized, and operating costs are reduced.


Micro Motion is pleased with the initiative and has made Expert2 a strategic initiative to manage customer support costs and maintain superior customer service at Micro Motion. A second phase is already in development and will include a database to facilitate maintenance allowing experts to add content directly into the application, provide foreign language support, track use, and provide more sophisticated troubleshooting.