What is Remote Expertise Network?

This blog series on Remote Expertise Network software explains why it is important, how it works, and what you should know in putting it to work in your organization.

Remote Expertise Network (REN) is an advanced, connected way to improve the productivity of industrial workers.

REN solves the hard, persistent problem of getting the job done in the field or remote locations with fewer return trips, smaller crews and less skilled workers.

REN also captures collaborative impromptu know-how of experts and master technicians. It also provides automation for distributing this knowhow at scale across the enterprise.

Unlike traditional web-conferencing technologies such as Zoom, Cisco Webex, Microsoft Teams, etc., Remote Expertise Network workspaces:

  • Works offline and online including with low bandwidth or spotty internet connectivity
  • Includes a full suite of collaboration tools such as sharing documents, whiteboards and videos as well as hand-free creation and escalation service tickets or incident reports
  • Provides a ready-to-use platform for capturing and distributing tribal know-how, including short-form explainer and how-to videos
  • Provisions industrial cloud services and content management to connected workers on their mobile devices, laptops or call center workstations

Measurable improvements

REN Workspaces provide three improvements over texting or “plain vanilla” web conferencing: 

1/ Better contextual understanding of the job to be done.

This represents a deeper, more complete, and real-time understanding of what’s happening in the connected worker’s immediate environment or with their equipment or team mates.

2/ Fast, secure and documented access to remote experts.

This includes the hands-free creation of service tickets and the ability to escalate a request for service to qualified and available experts. 

3/ Immersive multimodal collaboration with available internal and external experts/

This is the ability to share and to “see what I see” on a one-time basis with others using a smartphone, tablet, laptops or remote call-center workstations.

Analogous technologies

It might help to describe Remote Expertise Network (REN) Workspaces in terms of similar or complementary technologies.

REN workspaces include many of the functions and services of personal productivity, communications and collaboration technologies 

  • Web meetings
  • Teamspaces
  • cloud drives
  • Shared documents
  • Chat
  • Multimedia content capture

REN workspaces may serving as edge-computing endpoint with a hands-free, voice-controlled interface to enterprise business applications

  • Operations management
  • Customer relationship management
  • Enterprise asset management
  • Service management
  • ERP or supply chain management
  • Learning management

REN workspaces also provide a unique set of functions and data services that span the gap between the linear workflow activities and structured data of enterprise business applications and the nonlinear (circular, iterative and contingent) workflow activities and unstructured data of personal productivity and collaboration applications.

Remote Expertise Network workspaces provide a powerful, modeless (no context switching) human-computer interface to software applications, multimedia content, and business services.

Workspaces (see Intelligent Assistance)

The concept of workspaces has been around for decades.

Workspaces represent a type of human-computer interaction with the emphasis on getting a targeted class of jobs done.

For example, Microsoft Office provides a productivity suite of software to knowledge workers. 

Each application such as Word or Excel enables a workspace where users create, edit, share or consume documents or spreadsheets, respectively.

Zoom is a web application that enables a workspace for conducting and participating in online meetings.

However, the MS Office requires context switching between Word and Excel.

Each context switch, especially when performed on a small screen (tablet or smartphone) consumes a tremendous amount of brain power and attention.

When performed in noisy, cramped or outdoors, context switching on small screens can create unsafe and dangerous working conditions.

Connected work

With the broad use of smartphones, tablets and handheld devices, workers of all sorts have become more connected.

Connected work now means that workers, especially those working on production lines, in the field or offsite with customers, are in constant communication with each other, their supervisors, support center staff, and operation control centers.

Connected Workspaces for industrial workers

This brings us to specialized workspaces for use by field technicians, auditors, line supervisors and safety teams. 

Connected Workspaces for industrial workers spans the gap between traditional business service-applications such as Service Management and knowledge worker productivity applications such as MS Teams, Box.net and Sharepoint.

REN workspaces bring the depth and power of enterprise and public cloud computing to each connected worker without compromising their safety.

Remote Expertise Network workspaces bring digital empowerment to one of the last remaining areas of enterprise performance support: the front lines.

Performance support

The term performance support emphasizes instant assistance in the completion of specific tasks.

Performance support takes place on-the-job

This expands the older concepts just-in-time training, mentoring and implicit learning to include collaboration and traceability.

Performance support includes the use of software applications, connected tools and PPE, or any conversation, that improves safety and productivity.

Connected REN Workspaces support all these modes performance support and just-in-time training and implicit on-the-job learning:

    • Live synchronous communication as well as time-shifted, stored-and-forwarded recordings
  • Remote and onsite collaboration including virtual over-the-shoulder mentoring
  • Self-guided work as well as remotely facilitated work
  • Hands-free access to linear “do this, then that” procedures, work instructions, etc. as well as non-linear troubleshooting guides and diagnostics
  • Passive observation from remote safety operations centers or active, directed monitoring of critical activities
  • Local-only multimedia recordings and live streaming with later synchronization and bulk-uploading of local recordings
  • Remote mentoring and certification for particular types of work

Implicit on-the-job learning and development

Remote Expertise Network workspaces support on-the-job training and professional development of industry workers, technicians, auditors and safety specialists. 

Implicit learning means that the primary focus of workers stays on performing a job in the most efficient and safest way, and not on training.

“Implicit on-the-job learning emphasizes getting a job done in a way that also trains the worker and ensures safety. The combination of step-by-step automatic documentation of the job being done with the live interaction with remote mentors produces complete work AND deliberate practice.’

Some learning and development professions call this Task-based Learning (TBL) that emphasizes the completion of meaningful tasks within real-world settings.

Summary

Remote Expertise Network (REN) is a software application and cloud service of SmarTECHS.

Customers can start using REN software and related performance support content on their existing mobile tablets, smartphones, laptops and headmounted wearable computers.

REN workspaces operate offline or offline, and may integrate with a customer’s workforce, enterprise asset management, or learning management systems.

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Michael has a successful career in high technology of Silicon Valley spanning 35-plus years.

 

Over the course of his career his work with the world’s largest organizations has included the deployment of 200-plus large-scale enterprise IT systems, resulting in $7.5B in business impact of cost savings, productivity gains, increased revenues, and higher valuations.

 

Michael has held the position of Chief Marketing Officer in five startups.
As an adventure capitalist, he has mentored 25 early-stage startups, including five on an equity basis. He maintains a singular focus on buying enablement, using technology and global networks to assist businesses and individuals in getting full value for their purchases.

 

He has worked in sales, marketing, and strategic advisory roles with 30+ of the leading InfoTech and Telecom firms: Adobe, Apple, Autodesk, Deloitte, Ericsson, HP, IBM, InfoSys, Nokia, OpenText, Oracle, Rogers, SAP, Shaw Communications, and Videotron. He also has worked as a consulting and strategic advisory roles at leading international consumer and B2B enterprises: Amway, Boeing, Disney, E&J Gallo, Ericsson, Frank Russell Company, Gap, General Motors, FCB, Hallmark, Hasbro, IBM, Leo Burnett, Nokia, Philips, SanomaWSOY, SAP, TeliaSonera, Thomson Corporation, Time, VF Corp, Walmart, and Warner Bros.

 

Today tens of thousands of executives worldwide recognize Mr. Moon as a dynamic lecturer, a prolific writer of white papers, and master-class innovation leader. He has lectured at UC Berkeley, Stanford University, San Francisco State University, Fielding Institute, and St. Pölten University (AT).

 

Amazon reviewers gave his first book, Firebrands: Building Brand Loyalty in the Internet Age, four-and-one-half stars; published 13 languages.

The arc of my 40-year career in hitech reveals a clear pattern: seeing opportunities where others saw only fog and mobilizing like-minded individuals and organizations to seize opportunities years ahead of their peers.

Over his career of 25-plus years, John has sold over $2 Billion in software, services, and integrated systems.
He has built operational capabilities for direct and indirect (channel) sales, organized and led global cross-Industry Strategic Alliances, and supervised global account teams for delivery excellence and customer satisfaction.

 

John’s domain expertise spans mobility, analytics, software-as-a-Service (SaaS), integrated cloud and edge computing, ecosystems for the Internet of Things and connected workforces as the technologies of 5G, Augmented Reality, Artificial Intelligence, Additive (3D printing) Manufacturing, and Blockchain.

 

As a senior advisor to executive management, he has assisted CXOs and senior business leaders of Global 2000 firms in the areas of mergers and acquisitions, marketing and sales enablement, product innovation and development, IT service design and management, compliance and finance.

 

His previous customers range from High Technology to Technology-consuming Enterprises across Manufacturing and Logistics, Energy, Power Generation and Utilities, Retail and Consumer Products, Healthcare and Life Sciences, and Federal Government sectors.
John served in leadership roles at Cognizant Digital Business, Symphony Teleca (now Samsung-HARMAN Connected Solutions), ARICENT + Frog (now Altran), EMC Global Services, ADVENTIS (now Cartesian-CSMG), and Keane (now NTT DATA.)

 

John is an industrial engineering graduate from IIT Madras and earned his MBA in Finance & International Business from NYU Stern Business School and recently completed MIT Sloan School’s Executive Program.

There is no greater purpose of a company than to attract, serve, and keep profitable customers for life … and that all starts with innovation.

As the CTO and Adventure Capitalist, he brings a high-performing DevOps teams and a Web-scale industrial automation platform that supports an burgeoning array of Industry 4.0 transformations: connected workspaces, Industrial IoT device management,
machine-to-machine (M2M) and supply-chain data integrations.

 

The SmarTECHS platform leverages 850-plus engineered software objects that enable rapid same-day builds of complex software applications, notably Connected Workspaces and related business process and workflow automations.

 

Customers use its model-driven architecture to slash the cost, need for scarce developers and technical debt.

 

A finalist for the EY Entrepreneur Of The Year 2016 Award, he has earned an international reputation for kickstarting high growth-potential businesses in medical, construction, heavy industry, financial services and professional services.

More than ever, the risks of inaction far exceed the costs of failed innovations … and the best, lowest risk place to start is with frontline industrial workers.

As a global executive with 25 years of experience, he has led operation transformation at Dunlop, Carrefour, Cadbury Schweppes, Checkpoint Systems and Dorman Product and has delivered $2B-plus of economic value.

 

As a serial entrepreneur, Remy launched SmarTECHS in 2018 to exploit the emergence of industrial voice-controlled head-mounted computers and industrial cloud-computing infrastructure.

 

Remy and the team share a cynical realism for innovation and transformation: an extreme focus on bottom-up improvements arising from practical, secure and scalable business capabilities.

 

Over the course of his career, he has led the transformation of global operations and core business processes, including eSouring in 2000, ERP solution deployment, and global change-management initiatives. Most recently he managed a $250 million product portfolio of fast-growing industrial products and supervised 680 people in 28 countries.

We are a stand to provide dignity, meaning and humanity to the gray hats of industrial organizations … the front-line workers who keep the lights on.

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Industrial Jobs to Be Done
on Head-mounted Edge Computers

Ruggedized for use in dangerous environments
Hands-free voice interface and SafeSight heads-up display
Adaptive workspaces for each worker, job site, work order, and machine

SmarTECHS | Intelligent Assistance of Connected Workers