Service program diagnostics and decision support technology for improving health technology service efficiency and...

Area of Science:

• Service management
• Technology adoption
• Market analysis

Background:

• The service industry relies on diagnostics for problem resolution in help desks and field service.
• Current diagnostics market is substantial and projected to grow, particularly in electronics.

Purpose of the Study:

• To assess the impact of online remote diagnostics technology on service productivity and resource utilization.
• To analyze the current and future market trends for service diagnostics.

Main Methods:

• In-depth survey of the state of the art in diagnostics.
• Analysis of application, implementation, and rollout results.
• Review of current and planned expenditures in the service diagnostics market.

Main Results:

• Online remote diagnostics technology enhances service force productivity and efficiency.
• The service diagnostics market was valued at $2 billion in 1997 and projected to reach $2.6 billion by 2000.
• Market growth is primarily in electronics, with increasing investment in electromechanical and mechanical areas.

Conclusions:

• The service industry is shifting towards off-the-shelf diagnostics technology.
• Widespread adoption of diagnostics technology is expected due to advancements in wireless communication and affordable hardware.
• Optimizing dispatch, assignment, and logistics through diagnostics is crucial for maximizing benefits.