rugged redefined: how to maximize business efficiency with modern Solutions

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Introduction upfront cost of the hardware accounts for less than 10 percent of the total For mission-critical field applications, mobile computing solutions are a cost of ownership (TCO) of a mobile solution over five years. In fact, the key part of ensuring that employees at the very edge of the enterprise can high replacement rates (as much as six times higher than that of rugged maintain their productivity whether they are in a vehicle, working at a re- devices) and increased support costs of the consumer devices, combined mote customer site, or repairing equipment in harsh weather conditions. with the lost productivity that occurs when the devices fail, mean the TCO of these devices is often much higher than that of rugged devices. Maximizing productivity in these challenging work environments is not easy, and that’s why selecting the right mobile computing solution is crucial. It’s not enough to simply hand your workers or technicians any ; if the hardware can’t operate reliably in their typical work environment, they might as well be working with pen and paper.

Without reliable mobile technology, front-line employees will face a number of challenges. For technicians working in remote areas — utility or telecom employees work- ing on rural assets; technicians repairing equipment on an offshore oil platform; airline ground crews fixing an airplane on a runway far from the terminal — mobile are essential tools to provide visibility into work order information and repair history, and generate real-time updates for managers and customers.

Mobile technology can also help enhance regulatory compliance by eliminating inefficient manual, paper- based processes. This is important in industries where an increased need for documentation, regulatory compliance inspections, and other data threaten to erode productivity in the field. More importantly, the “all or nothing” view of the choice between rugged or Rugged mobile computers also make it easier for employees to collaborate non-rugged is a false one. Strategic mobile technology partners now offer and share their technical expertise remotely, which cuts down on unneces- a range of semi-rugged and fully rugged devices that have made it possible sary phone calls and trips back to the depot for parts and paperwork. The to deploy a mobile computing solution with the appropriate level of durabil- real-time connectivity these solutions enable can also improve service ity suitable for the user, application, work site conditions and environment. level agreement compliance, warranty management, dispatch and schedul- ing flexibility and responsiveness, and overall customer satisfaction. The return on investment in a rugged computing solution goes beyond some of the more expected benefits like eliminating paperwork, reducing time on Rugged mobile computing solutions help keep technicians working in any the phone, or improved visibility. A business-class rugged helps environment and businesses maximize their efficiency and productivity, keep field employees working even in extreme heat and cold, in inclement leading to improved customer service and satisfaction. However, these weather, bright sunlight, and other conditions that would be challenging (if improvements are only possible if the mobile technology fits the applica- not impossible) using off-the-shelf devices. tion requirements, user needs and the worksite environment. The “always on” nature that rugged mobile computing enables means em- New Options Emerge For Rugged Mobile Computing ployees are more productive through consistent connection to their appli- Traditionally, companies deploying these mobile computing solutions cations and back-end databases 24/7. With a more reliable computer and have viewed hardware selection as a choice between more durable and connectivity, technicians can complete their jobs the first time, without expensive rugged mobile computers, or consumer-grade , tablets, costly additional truck rolls. and . Companies are often drawn to consumer-grade devices because they are less expensive, but VDC Research estimates that the These benefits are only possible, however, if you deploy mobile computers 2 Rugged Mobile Computing Redefined: How To Maximize Business Efficiency With Modern Solutions

that are purpose built to operate in harsh, industrial settings, or for con- choices available now that companies can avoid both under- and over- stant, high-usage mobile applications found in warehouses or even retail buying when it comes to rugged mobile computers. For example, work- stores. Even in relatively clean indoor environments, these devices will be ers on an offshore oil rig would require a fully rugged device that can banged, dropped and have liquids spilled on them. Mobile computers are withstand exposure to dirt, oil, sea water, drops, and corrosive chemicals often exposed to shock and vibration, even when securely mounted inside a because they work in a particularly harsh environment. Contrast that with vehicle. To remain operational, the device you choose needs to be designed retail applications or healthcare, where semi-rugged computers would be from the ground up to withstand these highly variable conditions. The ben- sufficient. In those environments, the computers are largely used indoors, efits of rugged mobile computing are clear, but how do you select the right with much less exposure to moisture and fewer opportunities for drops and device mix for your organization? other types of damage.

How To Select the Right Rugged Mobile Computing Solution While many mobile computing devices may meet common ruggedization The number of mobile device options has exploded over the past few specifications, not every device is subjected to the full battery of related years, which has made device selection a much more complex process for tests, or even tested in the same way. The certification should match the many companies. The most important thing to remember as you embark level of ruggedization you actually need for your application. For particu- on selecting mobile computing devices is that the application, the type of larly extreme environments, the mobile computing device should have been user and the environment in which the device will primarily be used should rigorously tested for drops, vibration, water resistance, high- and low- guide the process. Thoroughly outlining what your mobile users need to do temperature performance, thermal shock, ESD spark, dust resistance, and with the device, how they will use it, and what environments they work in explosive atmosphere usability. will quickly narrow your options. The two most important standards to consider when evaluating just how The device manufacturer should be able to provide assistance with this pro- rugged a mobile computer is are the MIL-STD-810G standard (developed cess. Find a supplier that offers a range of rugged devices and form factors, by the Department of Defense) and the Ingress Protection (IP) ratings. and then work closely with them to determine the best fit for your specific The IP ratings provide some guidance as to how well the device will stand application. Optimally, they will examine your mobile operations first hand up when exposed to dust and moisture, but are not as all-encompassing to make sure you are selecting a device that is the right level of durability for as the MIL-STD specification. For extremely rugged devices, the MIL-STD the task, the workers and the environment your business operates in. specification ratings are critical, but keep in mind that each manufacturer does its own testing. It’s important to find out as much as possible about It should be your goal to find the mobile computing device that is at the that testing process before making a decision; if the device is not tested to right level of ruggedness for your business needs. There are enough withstand conditions that are common in your environment, the device will not perform as expected. understanding Device Failure Rates Important questions to ask the mobile device provider about their rugged- ization testing include: When evaluating new rugged mobile computers, ask the supplier to provide the annual average n Has a third-party certification body validated the claims? failure rate of the devices. That information will n Which specific tests were conducted, and under what be important for determining the total cost of conditions? ownership (TCO) of a given device. n How many devices were used in order to meet the Consumer laptops and tablets used in the enterprise specification? The spec allows for up to five devices to be used to have a failure rate of anywhere from 11% to pass the drop test, for example, so successfully surviving 26 4-foot more than 15%, according to a 2014 report in PC drops spread out over five devices indicates a much different degree of Magazine. The average annual failure rate for ruggedness than if those same drops were all conducted with one device. Panasonic’s rugged Toughbook computers is just 2%. No computer is infallible or indestructible, but n What is the average annual failure rate of the devices? for mission-critical applications in the enterprise, The Hidden Cost of Computer Failures the device failure rate should be in the single digits. What happens when the hardware selected isn’t properly matched to the application environment? The mobile solution itself can become a drain

3 Rugged Mobile Computing Redefined: How To Maximize Business Efficiency With Modern Solutions

on productivity, as mobile employees are unable to complete their work, Windows or the Android OS. or have to fall back on manual processes. A computer failure in the field is more than just inconvenient. In addition to the cost of repairing or re- For companies that already have legacy mobile solutions in place, Win- placing the hardware, you could potentially lose thousands of dollars in dows-based devices can be the most attractive option. Migrating existing productivity and customer goodwill. applications and back-end integrations is usually easier, and the IT depart- ment is already familiar with the platform and its associated development If the computers fail frequently, your IT department will also spend tools. However, Microsoft’s approach to the hand-held and tablet space precious labor hours troubleshooting and repairing remote hardware. has been in flux for several years; with the release of Windows 10, users Managing those trouble tickets pulls the IT staff away from focusing on will likely need to update or re-architect legacy solutions. more strategic, higher-value activities that could potentially drive greater efficiencies and/or more revenue for the entire organization, compounding Android is also extremely popular in the consumer space, and the cost of the failure. is rapidly gaining ground in the rugged device market as well. The open platform makes custom app development easy, and there is now a robust These failures not only eat into revenue by making each stop or work order and growing universe of prepackaged applications written for the OS. The take longer to complete, they also erode customer confidence in your field new Android for Work offering has addressed previous concerns about force. Your goal is to select the right device for your operation from the security and the platform’s suitability for enterprise use. On the downside, beginning so that your company can reap the benefits of rugged mobile each hardware manufacturer supports different versions of the OS, and computing from the start and avoid a lot of unnecessary headaches. frequent updates have led to some platform instability. Integration with legacy applications and infrastructure can also pose a challenge. Beyond Durability: Other Key Mobile Selection Criteria Ruggedization is just one component to consider when selecting a mobile Form Factor: Rugged devices fall into three basic form factor families. The computing solution. Other key factors include: type you need depends on the type of work each mobile employee is doing.

Operating System: While Apple’s iOS operating system is popular for Handheld Computers: Hand-helds tend to be used in applications that some consumer applications, rugged devices typically run some version of rely primarily on bar code label or RFID tag scanning (like inventory or de-

4 Rugged Mobile Computing Redefined: How To Maximize Business Efficiency With Modern Solutions

Battery Life: In most field applications, mobile workers may have limited access to power in remote locations. The mobile computer should provide The upfront cost of the a full-shift battery life on a single charge. Otherwise, technicians waste hardware accounts for less time charging batteries at the customer site. Worse, they could lose power in the middle of an operation and be left without those mobile resources, than 10 percent of the total further eroding productivity.

cost of ownership (TCO) of a Mounts & Peripherals: Most mobile employees operate from a vehicle. mobile solution over five years, Make sure the mobile device you select is available with a variety of vehicle mounting options that will help protect against shock and vibration, and will estimates VDC Research. charge the device in the vehicle, without eating up a lot of cabin space. Since the vehicles will likely last longer than the computers, ensure that the manu- livery), and in scenarios with limited manual data entry. They have smaller facturer’s mounts will be supported even if you upgrade the computers. screens but are easily carried. Utility companies, for example, often use The availability of peripherals is another important feature. Depending on hand-helds for meter reading; police departments sometimes use them (in the application, you may need additional cables, Bluetooth® accessories, conjunction with a mobile printer) for ticketing applications. mobile printers, carrying cases, straps, keyboards, or other items. Those Tablets: Tablet computers are now available in screen sizes from 5-in. up peripherals also need to meet the same ruggedization requirements as the to 12-in. Tablets are the fastest-growing rugged mobile computer segment, mobile computers themselves. and have been adopted for utility, cable television, HVAC, transportation/ Conclusion logistics, and other applications. In a typical use case, the tablet is used as In order to maintain productivity and efficiency, a mobile workforce should a clipboard replacement device, allowing employees to fill out work orders be outfitted with a rugged mobile computing solution that is built to with- or inspection forms that include multiple fields and variable data. They stand the rigors of the field. Investing in the right mobile form factor with can also be used to access repair manuals and technical drawings, provide the appropriate level of ruggedization will ensure that mission-critical ap- navigation capabilities in a vehicle, and to take high-resolution photos. plications run consistently and reliably. Without it, the subsequent drain on With signature capture capabilities, they can also be used for mobile point productivity will affect profits and customer retention. of sale or proof of service applications. Companies struggling with manual processes, or with maintaining an ag- Notebooks/Laptops: Rugged versions of traditional laptops are typically ing or insufficiently rugged mobile solution, must act now to upgrade their deployed in applications that require a significant amount of manual data mobility solution. Partnering with a vendor that offers a variety of form entry or report writing. Police departments frequently use these types of factors and ruggedization options, as well as the expertise to help find the laptops in their vehicles for automated dispatch, accessing law enforce- right fit for your application, is a critical first step. ment databases, and writing incident reports. In inspection or construction applications, mobile workers use the devices to type up detailed notes. Panasonic Security: Your data is valuable and should be protected from snooping and Panasonic enterprise mobility solutions empower today’s mission-critical loss. In addition to whatever encryption or authentication capabilities you mobile professionals by keeping them connected and productive, no matter have implemented for your applications and network, the mobile device where their work takes them. Backed by industry-leading deployment, itself should include physical and data security, including features like training and support services, Panasonic’s secure and reliable mobility bios-level passwords, fingerprint or smart card access, HDD encryption, solutions help customers achieve their business objectives and drive and remote wiping/bricking. innovation.

Screen Size/Visibility: For applications in which technicians will work ©2015 Panasonic Corporation of North America. All rights reserved. All outdoors, the screen should be daylight-visible and durable enough to other trademarks are the property of their respective owners. withstand drops without shattering. If employees work wearing gloves, then the touchscreen needs to be responsive to glove touch (and the vendor For more information visit us should be able to demonstrate that functionality). Screen size requirements 1.877.826.6561 will depend on the specifics of the application, and can range from 7-in. www.panasonic.com/toughpad hand-held devices to 15-in. or 17-in. tablets and notebooks. [email protected] 5