By Kevin Marois

It used to be that a phone message was written on a pink slip of paper. It was left on your desk, and you probably called them back the next day. These days, we get voice or video messages wherever we are in the world showing a problem with a machine, and customers expect us to recognize the part, diagnose the issue and have a replacement shipped within the hour. If they haven’t heard back within minutes, they’re already calling the office asking why no one has responded.

Technology has changed the way we all do business. It has made it easier, but it has also made it more demanding.

Diagnostics, Cameras, Manuals

We have talked about error codes before, but I think we could use a review. Most modern machines give error codes when there is a problem. Some messages are cryptic, but there is a clear explanation in the manual. It used to be that once the machine was reset; the error code was erased. The easiest thing to do is to take a photo of the screen so you get the exact wording. Some machines give more detail and suggestions on how to recover from the problem.

Other manufacturers have gone way beyond error codes. They may send a text or email when there is a problem. Some machines even log into the manufacturer’s Tech Support site to request help. Yes, there is a cost for that, but the support is well worth the cost. You may also be able to set up maintenance reminders. After the programed number of loads the machine will give a message requesting service.

Some assembly conveyor systems now offer camera options. The manufacturer installs a set of cameras at the best locations to record exactly what the machine is doing. When a problem occurs, you can look back to see what happened. The video is streamed to the manufacturer’s cloud and stored there for them or you to review.

Remote access isn’t everything though. You still need someone onsite to monitor what is happening. When I press this button, does that valve open? Can you adjust that regulator or push that button? Those things have to be done manually by a physical person standing in front of the machine.

Manuals are not exactly part of connectivity, but they are appearing more often on the tablet for the machine. You can look up the problem that your machine is experiencing. It may show you exactly where to find the problem. Plus, your operator can watch a training video without even leaving the machine.

Washers

It seems that we have made the most progress in connectivity with washers and dryers. We are able to program some machines remotely. Tech support can log into a machine and monitor the cycle as it progresses. These washers can monitor temperature, cycle time and detergent injections. They will alarm if they don’t reach the correct temperature to sanitize that medical work. You can print off an error log to avoid any liability issues. You know the load was washed on the correct cycle and that the machine was operating properly.

Detergent Pumps

We have detergent pumps now that can be programmed remotely. We adjust dosages in each cycle or can pull reports on what cycles have been run. The pump will alarm if the detergent pail is empty. You don’t have to depend on your staff to confirm the level in the pail. Plus, the pump monitors itself and adjusts the dosage time to compensate for wear in the pump. The pump sends a message when it is time to change the squeeze tube.

System Access

The Internet of Things is a great advance but there are some things to be aware of. Many of these connected machines use your in-house WiFi. You should be asking who has access to the system and what safeguards do they have in place? Can you trust them to protect your plant? Your firewall system is worthless if you leave the back door open. There have been recent instances of hackers accessing systems through a portal used by a service contractor to monitor the HVAC system.

New Problems

With new systems come new problems. A bad connection can cause machine problems. Maybe the manufacturer performs a software update overnight. The next day you can’t get your machine to work. You need to be aware of what is happening on your equipment. The network connections and computers are just as important as the physical components that do the work. The back up battery on your shirt unit quits. It has to be changed so you can get back to work. There are new problems and challenges that you will have to face.

Who Needs It?

All this technology helps us to improve our processes. It gives us better control and more options. It helps us recover from breakdowns more quickly. It can eliminate tedious work and ensure that systems are monitored and controlled. You need it but you need to control it and make sure you are getting the results that you need.

Left Behind

You don’t want to be on the bleeding edge of technology. But you also don’t want to be left behind. Trade shows are a great place to learn what is new and start planning how to implement changes in your plant. You need to get buy-in from your staff and plan how to integrate these changes. Things change because someone identifies a problem and finds a way to solve it. Customers, garments and equipment are changing. Plan ahead and plan to succeed.

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