Applied Materials Named to InformationWeek 500 List of Business Innovators
It gives me great pleasure to share that Applied Materials has once again been named to the InformationWeek 500 list of business technology innovators for delivering a customized, highly searchable knowledge management portal for Applied field service engineers.
The prestigious list is published annually by InformationWeek and this year’s list spotlights how mobile devices, cloud computing and big data analytics are changing the landscape for IT organizations. Not only is the IT organization now responsible for just tech support–it is also a strategic partner embedded into business products and services.
The Applied Rapid Knowledge (ARK) portal was recognized for increasing work efficiency and stream-lining product-related document searches, enabling field service engineers to better support customer equipment.
Field service engineers work on-site at customer factories and install, repair and maintain semiconductor manufacturing, solar, or display equipment. Their critical expertise is based not only on experience and training, but also on their ability to leverage company resources, such as product documentation and published best known methods (BKM).
The previous method for delivering technical support information to the field was very time consuming and decentralized.
The answer to this challenge? The ARK portal, an innovative and comprehensive search engine that enables engineers to search and find product documentation and spare parts information across multiple data sources through a single, simple interface. ARK also offers collaborative features for engineers to engage, provide feedback and share BKMs.
Following ARKs implementation, engineers have reported up to a 50% reduction on time spent searching for information. They can now easily find information about a part, preview or download part schematics, check on part availability and see related parts and products with roughly a 10% improvement in document accuracy.
For more more on Applied’s IT initiatives and accomplishments, check out Applied’s CIO blog.