Case Studies

Field Service Projects

A summary of "Service and Support of Electronics Products in the Trucking Industry", from the SAE Technical Paper Series.
J. William Austin and Robert J. Weimer

Analysis of the opportunities and problems facing the trucking industry regarding the influence of electronics in service and support areas.

ABSTRACT
The opportunities and problems facing the trucking industry with the introduction of electronics are numerous.  The effects of this new technology on the industry are very pronounced in the service and support areas.  Two "people problems" characterize the situation in the field today: the lack of electrical experience and a "parts-changing orientation.Initial research was conducted by talking to representatives of the passenger car and truck-related industries.  Results of this research indicated that better diagnostics were key and that both training and tools were essential to that end.  Experience with electronics in military, automotive, and other industries all point to a high incidence of "No Trouble Found" (NTF) failures. Research indicated the need for training in basic electrical theory -this in addition to the obvious need to train in the field on the new products themselves.  One of the most significant needs that became clear was the need for quick "turn-around", flexible methods of delivering the training and service information.  This was especially necessary for products-specific training since electronic products have a much shorter model life than previous products in the industry.  This need was attacked by the development of various training tools, service tools and support systems, which require a new involvement on the part of users and new organizational approaches on the part of the development groups.  

BACKGROUND

• many "truck-related" support problems which result from multiple manufacturers having to resolve service issues on joint products
• high incidence of NTF failures, defined as components that have been removed from operation, returned, then found to meet all functional specs
• number of NTF failures a reasonable measure of adequacy of service tools and diagnostic procedures

DISCUSSION

• use of electronic diagnostic and calibration aids are keys to meeting customer needs
• a company "champion" of diagnostics and support is another key element to an effective service and support system
• a need for an organizational structure that promotes more interaction between service and design

APPROACH

• consistency - familiar test methods, standardized tools and through training methods that are flexible and upgradeable
• organization - serviceability guidelines used to promote service as a customer for design
• four levels of service tool strategy - on-board diagnostics, E-CHEK, compulink, and Compuchek tools

FEATURES On-Board

• detection of unusual conditions by on-board computer, communicated to operator
• produces fault codes to help service identify problem
• cost versus benefit trade offs cause some ambiguity 

 E-CHEK

• portable off-board tool
• allows service to obtain information from control module
• interprets information and presents in engineering units

COMPULINK

• provides both diagnostic and calibration functions
• self-contained fault tree
• can update calibration codes and diagnostic software

COMPUCHECK

• computational capability in service bay
• capable of previous thee tools
• analyze electronic engine controls - as well as mechanical components
• can analyze other electronics on vehicle

NETWORK

• most significant is a network of computing systems to communicate information to and from the field
• can distribute diagnostic or calibration information, as well as specific testing software

SUMMARY
The key difference in this approach has been one of combining service system design and implementation while maintaining a close physical and organizational tie with product design.There is an increased emphasis on basic training and better delivery methods in the future. These delivery methods must be well suited to the industry in terms of flexibility. The tools described satisfy many of those flexibility requirements from a diagnosis, calibration and training standpoint.