Abstract
Remote diagnosis procedures are prone to communication errors due to varying levels of experience and knowledge between expert maintainers and technicians. These result in inefficiencies that delay the diagnosis process. The aim of the paper is to develop a Structured-Message Authoring framework for Augmented Reality (AR) Remote Communication (SMAARRC) and to evaluate its ability to enhance the efficiency of remote diagnosis services. The framework proposes a message structure and automatic AR content creation rules for it that enable data capture and sharing within a remote context. Laboratory experiments present an average time reduction of 56% for remote calls while maintaining same quality compared to traditional remote communication methods (phone calls and emails). Remote experts feedback evidence the usability and feasibility of this framework to work in real-life conditions.
Highlights
Engineering collaboration is a socially-mediated technical activity that involves multiple people working interdependently to achieve a greater goal than is possible for any individual to reach alone [1]
Remote engineering collaboration is increasingly becoming necessary in remote maintenance for various reasons such as reducing cost of travel and increasing efficient use of experts’ time
Errors were defined as the number of tasks completed by a tester, which deviated in form or result of what is declared by the corresponding remote message
Summary
Engineering collaboration is a socially-mediated technical activity that involves multiple people working interdependently to achieve a greater goal than is possible for any individual to reach alone [1]. The progress in information-communication technology has made it possible for the collaboration to take place remotely over large distances, allowing globally dispersed businesses to operate around the clock. Many engineering processes, such as collaborative design [2] and remote maintenance [3], have been improving using remote interfaces. A recent report on UK service and support industry valued the global market in ‘service and support’ across high value manufacturing sectors at £490 billion in 2017 [4]. The remote maintenance market is poised to grow at around 25.9% over the decade to reach approximately $69.81 billion by 2025 [5]
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