1981/10/26 Caterpillar

Keeping servicemen well informed and supplied with current technical information is a constant challenge for any dealer. When a dealer has well over 300 field servicemen attending to more than 18,000 machines throughout an entire country, that challenge becomes formidable. This was the situation confronting Hy. Bergerat, Monnoyeur S.A. (HBM), the Caterpillar dealer in France.

HBM responded to this challenge with a concentrated search for a way to increase and improve the dissemination of technical information to their field personnel. Their search culminated in the establishment of a program they call "Project Athena" at all branches of the HBM organization. "Project Athena" capitalizes on the portability of microfiche to put comprehensive technical information directly in the hands of field serviceman to increase their on-the-spot diagnostic and repair capabilities. At the same time it reduces the routine workload of branch clerical and technical staff.

Illustration 1. Easy access to the latest service information is provided by the portable microfiche library and reader.

HBM recently completed a trial distribution of the "Athena" information package to selected field personnel. The package included a portable fiche reader, portions of the Caterpillar microfiche library (SIRS, Parts Books and Service Manuals) and some HBM-generated fiche. This package is eventually intended for all technical inspectors and most field servicemen. The results of this test and a description of "Project Athena" follow.

HBM's first step was to examine the problems confronting the field serviceman. When the service trucks were fitted with the necessary tools and equipment, little space remained for a library of reference materials, especially one of the size needed for a machine population that spread over the entire product line. Thus, field servicemen were almost entirely dependent on the customer for parts books, service manuals and other literature. Unfortunately, customer's libraries were frequently incomplete and/or outdated, and they seldom included Service Manuals. Although radio and telephone contacts with the branch store supplemented the basic information, they often proved inconvenient and time-consuming. Long distance contacts were especially deficient when lengthly troubleshooting procedures, complex repairs or specifications were involved.

As a result, servicemen relied heavily on their own experience to repair the equipment. They were usually able to do the job, but, too often, they worked less quickly and efficiently than they could have with appropriate resources at hand - and sometimes quality suffered.

Illustration 2. When necessary, the serviceman can contact the dealer by radio to check for parts availability or to get additional service details.

The absence of a reference library created problems in an area that should have been an important "plus" for the Cat dealer. No one was satisfied, and HBM started looking for solutions.

In a further examination of the situation several facts emerged which had to be considered in the development of the program:

- The total field population included up to 18,000 Caterpillar earthmoving machines spread over the entire product line.

- The products were changing. New products require knowledge of new technologies significantly different from earlier machines.

- Customer fleets were growing in size and expanding their model spread.

- Many field servicemen were "resident", working from their own base. Others worked out of a branch or satellite (mini) workshop. Most of them must be qualified to work on any type of machine or problem.

- A paper library is bulky and requires a larger, heavier vehicle.

- Updating a paper library is expensive, time consuming and must be well organized. Paper documents are also updated less frequently. Even a complete library would not assure that the serviceman would always have the most current information.

HBM concluded that microfiche provided the only reasonable solution. To test the new system and to gain both functional and financial acceptance, they decided to limit the initial proposal to 40 participants. Special training programs supported servicemen who were hesitant to use the unfamiliar fiche and readers.

Documentation was limited to the 200 most common serial number prefixes, which covered 80% to 90% of the total machine population. For each prefix, HBM assembled Parts Book, Service Manual, and Fuel Setting Information fiche and filed them in indexed microfiche binders. The entire set for earthmoving equipment (approximately 850 fiche) requires only five easy-to-handle volumes.

Illustration 3. Information for efficient troubleshooting and repair work on a variety of machines is contained in each microfiche library.

A separate but similar set of microfiche was assembled for lift trucks. Parts Books for 120 models (350 fiche) and 35 other fiche containing assorted documents are filed in two builders. The newly available microfiche Service Manuals were recently added to the collection.

If "Project Athena" is well accepted, the packages may be expanded to include Special Instructions, the SIRS Index, Service Magazine and Lift Truck Technical Bulletin. These were not included in the initial set because of space limitations, cost and language problems.

HBM chose the binder filing method for two basic reasons:

1. A binder protects the fiche from loss or damage during use or in transit. A box or tray could easily overturn and spill the contents which would then have to be refiled.

2. Binders are easy to update. This is critical, because the system must be easy to maintain and keep current.

Initially HBM plans to maintain a master set of fiche which they will update with each new issue from Caterpillar. Once a year HBM will send a set containing all new and revised fiche and filing instructions to field servicemen. Filing should take no more than one or two hours. Servicemen will return the outdated fiche to the main office to verify the completed update (and to avoid the existence of "private" files of outdated information).

HBM selected Bell & Howell's Commuter model portable reader for the pilot test. They are also testing the CMM Diplomat. These readers operate on a 12 volt vehicle connection or on 110 or 220 volt current. Several other portable readers are also available from various manufacturers and could be considered for such a project.

Individual branches implemented the pilot "Athena" packages according to their needs. Each branch received approximately 5 earthmoving sets and 2 lift truck sets initially. Each branch can add packages and/or expand their content at its discretion. However, HBM General Office's technical section is responsible for primary organization, coordination and maintenance of the program and will evaluate its effectiveness before equipping all of the field personnel (well over 300 serviceman and technical inspectors).

Since the launch of "Project Athena" in January, 1981, response has been very positive. Some branches have already ordered additional packages (20). In two documented cases, substantial parts orders have resulted directly from the serviceman having specific information immediately available at the job site.

HBM expects "Athena" to continue to improve efficiency and to spotlight product support capabilities...another CAT PLUS for both dealer and customer.