RUGGED MOBILE COMPUTING REDEFINED: HOW TO MAXIMIZE BUSINESS EFFICIENCY WITH MODERN SOLUTIONS CREATED IN PARTNERSHIP WITH: RUGGED MOBILE COMPUTING REDEFINED: HOW TO MAXIMIZE BUSINESS EFFICIENCY WITH MODERN SOLUTIONS 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 mobile device; 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 computers 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 computer 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 laptops, tablets, costly additional truck rolls. and smartphones. 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.