Difficult times demand both innovation and consistency; innovation in methods and consistency in results. In confronting the challenges posed by the current pandemic, ABB has developed innovative approaches that employ new augmented reality technology to advance the capabilities of engineers around the world with consistent training and assessment.
Training is an essential element of the ABB Service business. Every year, ABB’s UPS service team based in Quartino, Switzerland trains more than 500 field service engineers through classroom-based courses and hands-on sessions. These programs certify ABB and partner service engineers who return to their home countries with a deeper understanding of ABB’s products and solutions.
Recent travel restrictions have required ABB to adopt a completely different approach to training, one that employs its innovative Remote Assistance for Electrical Systems (RAISE), ABB’s augmented reality platform.
Using RAISE, ABB is now offering a hybrid learning program in which participants start with online learning, undergo a deep dive with sessions led by an ABB expert instructor and move through virtual hands-on sessions using augmented reality technology.
“We have developed self-paced modules, scenario-based challenges, interactive steps, video tutorials and crisis simulation,” said UPS Training Manager Giuseppe Landolfi. “Now our training program is a truly immersive experience, with our students really appreciating the new multifaceted, more engaging approach.”
The remote virtual sessions surmount any language barriers; trainers can chat one-to-one in their preferred language and the RAISE software translates their words in real time automatically. Moreover, the training sessions—both live and virtual—can be recorded, so that engineers can watch them again on demand.
According to Gianluca Gentile, Global Product Manager for UPS Services and Digital, the hybrid program was developed not to create a self-service e-learning site nor as a short-term fix to a contingent situation. He explained: “It has been designed to provide hands-on experience and to produce the right mix of confidence, know-how and skills to guarantee the best customer experience. Using the latest technology, we have created virtual ways to ensure that teams across the world have the highest level of skills.”
After the training sessions, when trained engineers employ RAISE with customers, the technology speeds maintenance, improves the quality of repairs, improves the first-time fix rate, and reduces downtime and costs for all involved.
Further information about RAISE here.
