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Cover Story
迎智能時代 電梯維修數碼化 連接物聯網 手機遙距監控
27 Nov 2017
奧的斯(OTIS)香港、澳門及台灣董事總經理彭祖琳(Julie Brandt)指,公司投資開發多個手機應用程式,讓技術員遙距監控升降機、預訂維修零件。
奧的斯的產品服務及維修保養逐漸走向數碼化。
今年3月旺角朗豪坊扶手電梯逆行意外,事後奧的斯電梯職員檢查朗豪坊內其他扶手電梯。
隨着科技發展,近年奧的斯(OTIS)的升降機及自動梯產品,以及維修保養技術也走向數碼化,其香港、澳門及台灣董事總經理彭祖琳(Julie Brandt)指,奧的斯投資開發多個手機應用程式,讓技術員遙距監控升降機、預訂維修零件,明年本港更有三百部升降機連接物聯網系統,日後系統可自行找出故障成因。她笑言,科技改革讓全公司上下倍覺興奮,各同事已蓄勢待發,迎接智能時代。
奧的斯現為全球逾二百個國家及地區,約一百九十萬部升降機及自動梯提供維修保養服務。上月奧的斯香港首度舉辦產品展覽會,展示多款個人化產品和服務,包括流動應用程式「eCall」讓用戶以手機「撳𨋢」,物聯網系統記錄升降機的「健康報告」,以及最新款的樓層管理系統等。
用戶可用「eCall」撳𨋢
彭祖琳表示,奧的斯自1888年為香港安裝了全港首部升降機,隨着「智能城市」成為本港的重要議程,其品牌亦積極走向智能化發展,盼使建築群成為智能城市的一部分,故集團於過去兩三年投入了五成研發資源,開發數碼科技和物聯網相關的軟硬件,供前綫、後勤員工及客戶使用,「奧的斯的產品已預備好,市場又準備應用新技術,兩個因素加起來便完美了!」
為配合智能化發展,目前奧的斯全球三萬一千名技術員均配備智能電話。彭祖琳解釋,昔日維修員須到達現場用機械連接升降機的控制器,才能監測運作數據,如今他們可遙距監控升降機的運作數據,藉以加快工作流程、提升服務質素,如負責新鴻基中心的技術員用手機應用程式「Find Parts」檢查倉庫零件的貨存量,直接把訂購資料傳送到監督的界面,令前綫更迅速取得訂購許可。
多個維修保養相關的應用程式現已投入服務,奧的斯又計畫於明年把三百部升降機連接物聯網系統,日後技術員一機在手,可節省不少工作程序。彭祖琳指,技術員把電話放置到升降機地面作例行檢查,升降機升降暢順或顛簸都有實時數據反映,更甚是相關數據將傳送到雲端進行分析,系統可自行找出需更換的零件,讓技術員抵埗前已齊備維修所需工具及零件,「就算是很細小的零件,某幢大廈其中一個樓層的門鎖有問題,都能夠立刻知道。」
港作試點率先推行
彭祖琳形容,產品及服務智能化為奧的斯帶來蛻變(Double Shift),值得一提,奧的斯數碼化監督及維修保養計畫率先於香港試行,其後才陸續於新加坡、韓國及美國等地推出,「香港是個很獨特的大熔爐,全港有許多商業、基建及住宅項目,雲集了世界各地的建築物類型,若某項科技於本港行得通,應用到歐美市場都不會出問題。」她舉例,本港坐擁多幢高樓,奧的斯推斷出升降機每日開關門逾九百萬次,故可作為試點,讓開發人員着力減低開關門的問題。
奧的斯香港的科技變革於去年5月啟動,彭祖琳更開設了改革管理小組為各部門同事進行培訓,而且改革不限於前綫,後勤辦公室也需改變,「技術員有了自己的電郵地址,人力資源部不再用電話聯絡他們,運作模式要改。」她笑言,員工為着科技變革感到很興奮,公司內部的社交平台亦常見到員工的培訓照片,「大家都滿臉笑容。」
今年3月旺角朗豪坊扶手電梯倒行意外,令奧的斯被機電署「搣星」下調評級,及後又因多項違規問題遭署方四度發信警告,惹來公眾關注該承辦商的服務表現。奧的斯一方認為,推行數碼化可進一步提升安全檢查的嚴謹性,接下來亦將積極提升維修保養的監督程序,早前的展覽正好展示他們對產品安全的承諾,並提供更佳產品及服務的決心,彭祖琳表示,意外事件令奧的斯上了一課,未來惟盼可贏回公眾、客戶和機電署的信心。
獲上司聆聽心聲 傳承溝通互信文化
1996年大學畢業後彭祖琳加入奧的斯,逾二十年間她並無轉工全因上司願意聆聽其心聲,近年她亦極力將此溝通互信的管理文化帶到香港。
彭祖琳最先於美國奧的斯主理中國及亞洲市場,2009年她成為北美分公司總經理,「數年後我覺得很悶,因我只能待在美國!」因此,彭祖琳向上司要求調返國際市場,並於一三年赴拉丁美洲擔任銷售總監。
惟於拉丁美洲工作,彭祖琳每月平均三周需出差,「我有兩個女兒,開始想減少出差,故盼派駐香港,地理優勢可讓我輕鬆穿梭港澳台三地。」她笑指,其上司素來尊重下屬心聲,令她多度爭得心儀職位及專案工作,「員工離職或因無法滿足期望,但我很幸運,不必在外尋找目標。」
彭祖琳認為,自身經歷讓她深明坦誠互信的溝通平台極為重要,故她前年上任至今,不斷向員工灌輸經驗,並邀其撰寫個人發展計畫,「女性員工有意生兒育女,公司可配合她步向人生新階段,事業和家庭不一定有矛盾。」
相關: 智能, 電梯, 數碼化, 物聯網, 手機, 升降機
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