By now, most people know of Google Glass as a computer, disguised as a pair of glasses, with a tiny display just above your right eye. Despite the consumer keeping Glass at arm’s length, enterprise companies are coming around, realizing that Glass will eventually be a major tool in support and collaboration in their businesses. We agree, and here’s what we see:
1. Google Glass will expedite response times – Imagine a scenario where a Boeing 777 encounters a glitch while on the ground in Singapore. The local MRO team identifies the issue but the repair will require a specialist’s input. The specialist for this issue is based in Seattle, Washington, so the airline can either ground the aircraft until the specialist can fly to Singapore to diagnose and fix the issue, or fly the aircraft to the specialist!
Consider the alternative: placing a pair of Google Glass with a local technician, enabling the specialist to “beam in” to the situation in Singapore and immediately see the issue at hand. With the guidance of the expert, the plan can be fixed more quickly. In this scenario, flight operations run more smoothly for the airline, and customers get to their destinations with fewer delays.
Plus, because airplanes only generate revenue in flight, each hour of downtime represents a significant amount of money lost (in fact more more than $50 billion per year). So by reducing what once took at days to resolve has to mere minutes saves significant sums of money for all parties.
2. Google Glass will reduce expertise cost – Keeping in line with the aircraft scenario, each airline has a limited number of expert technicians available to maintain their fleet. This holds true across industries, where the time to resolution of a complex issue is limited by the number of qualified technicians to resolve that issue. However, not every issue requires a top tier technician.
In many situations, all a qualified lower level technician needs is a little guidance from an expert to resolve a case. With Google Glass, these experts can be remotely present wherever they need to be, and lend their expertise to front-line workers. In other words, wearable collaboration directly reduces the cost of expertise.
3. Google Glass are hands free – Computers have changed the world in large part thanks to the internet, and in turn, instant access to information. This has been taken even further with the surge in smartphones. But smartphones are not ideal in many technical environments because they are not hands free. Indeed in many cases a tablet or phone presents a real distraction for the worker, despite the value of information available.
With Google Glass, a front-line field worker can still have instant access to the information they need, while keeping their hands free to complete the task at hand. Put simply, would you want your surgeon or your electrician working with one of their hands or two?
4. Google Glass will reduce risk in dangerous situations – Multidisciplinary teams in dangerous environments face a serious problem: they often need only one or a few pairs of hands, but many brains’ worth of knowledge. What if the combined knowledge of an entire team could inform the hands-on work of one person, keeping the rest of the team out of harm’s way?
Consider bomb disposal units. In these types of situations it is obviously preferred to send in one person instead of a whole team. Not only would this technician be able to transmit exactly what he or she is seeing, he or she could also do all of this hands free. Obviously in dangerous bomb situations a person could not be holding a camera in one hand and working with the other; they need both of their hands and not being worried about a camera to properly execute the task at hand.
5. Google Glass will generate significant ROI – It’s fairly simple, really. Creating support, issue resolution, and training that’s faster and cheaper improves margins, is a marketable competitive advantage, and increases customers satisfaction. Companies that leverage Google Glass into their workflow to accomplish these goals will thus see success in the form of increased margins and profits.
Companies will be able to resolve issues faster and better all while not having to hire additional top-tier technicians. Top tier technicians will simply be used more efficiently. They will go from being technicians to mangers who are experts in their related field.
The above predictions may inspire your curiosity, or you may already know exactly how you’ll use Glass in your business. Either way, drop us a line, we’d love to learn how we can help.