An innovative approach to digital engineering services delivery: An application in maintenance

Nowadays companies are rapidly moving towards transforming their business into digital businesses. Being digital often means exploiting emerging technologies to enable new ways of serving customers. This paper presents two digital tools that have been designed to drive innovation in maintenance operations. A remote assistance collaboration tool combining wearable technologies and augmented reality is presented to allow a specialist from an engineering services company to remotely assist in real time a maintenance operator located at an operation site. A visible and open collaborative business model built to model the B2B process between the engineering services and the operation companies is presented to monitor compliance to the service level agreement contract and provide a basis for improving customer facing interactions. This paper provides an example of digital innovation in maintenance operations that integrates new technologies with business process models.