Connected Workforce: What Is It and How to Improve Manufacturing and Service Efficiency

This blog was cowritten with Matthias Bastian.

Key takeaways

• Predictions about the future of industry tend to focus on the technology and ignore or dismiss the human workers that it empowers.
• The connected workforce is a more efficient workforce as well as a safer and more satisfied workforce.
• Implementing emerging technology in enterprise is already being successfully done but requires research and care.

What is a connected workforce?

The phrase ‘‘Industry 4.0‘‘ describes the era of manufacturing powered by emerging tech. The tech is only half the picture. It doesn’t do anything without a digital transformation strategy that focuses on supporting human workers. That means a connected workforce.

Why is a connected workforce important?

The workforce is using emerging technologies to achieve the very real benefits of Industry 4.0. Connected workers stand to appreciate increased safety, improved workplace satisfaction, better communication, and other benefits.

The challenges of connecting the workforce

For all the benefits of Industry 4.0, there are also snags in implementing these strategies and technologies.

First, not all companies have processes and procedures that are ready to work with emerging technologies out-of-the-box. Companies that have already focused on digitizing content and connecting devices will have a smoother transition to technologies like augmented reality. That doesn’t mean that companies running legacy systems and traditional methods can’t benefit from emerging technologies, but they should either gradually incorporate these technologies or be prepared for the big changes required to bring their organization into the twenty-first century.

Second, many organizations aren’t yet sure how to implement emerging technologies but feel pressure to do so. This can lead to hasty rollouts with expenses that don’t pay off.

Finally, surveys and studies have shown that the largest obstacle to the connected workforce is resistance to change. Executive management expert Pat Lenceoni has said that ‘‘We don’t hate change, we just struggle with transition." Effective change management strategies will involve frontline workers from the beginning and include a balance of helping them understand how emerging technologies help them while also taking into account their needs and concerns.

How do manufacturing and service organizations benefit from the connected workforce?

Industry 4.0 benefits workers individually, but it also benefits companies exploring emerging technology. Some companies that responsibly explored implementing these technologies are already seeing positive ROIs.

Improved productivity and efficiency

To do any job, workers require information on products and processes, machines, coworkers, and other elements and agents around them. The current methods of accessing this information—physical references and in-person reports—are delayed and often complicated. Increased efficiency in information and knowledge transfer leads to improved productivity.

Enhanced safety

Access to critical information on-demand and in the context of the work being done promotes improved safety. Connected workers can access information on elements in their workplace that keep them safe. Further, thanks to augmented reality, connected workers can view all of this information without taking their eyes off their surroundings. For example, the connected worker can find information on how to operate a machine presented as an annotated view of that machine instead of glancing back and forth between the machine and an illustration in a manual.

Reduced costs

Improved efficiency increases income and reduces cost. One of the biggest expenses that producers face is rework and shipping from errors on the production line. The connected worker is equipped to perform better on the line and enabled to locate and correct defective parts and products before they leave the plant.

Higher employee engagement

Workplace mistakes contributing to accidents and reducing efficiency are largely due to worker burnout caused by stress and repetition. Emerging technologies engage the connected worker visibly and audibly, helping them stay alert on the line. Direct access to information also gives them greater autonomy, increasing their sense of self-worth and workplace satisfaction.

Better communication

Improved access to information provided by emerging technologies includes prepared documents and access to remote experts for real-time remote assistance. Using a mobile device, remote experts providing live support can see a shared view of a frontline worker’s perspective.

More visibility into frontline work

Statistics made available to supervisors allow them to monitor performance and immediately address trends. Faster response helps optimize productivity and efficiency and saves frontline workers from prolonged production issues and potential safety issues.

Best practices for building a connected workforce

Using emerging technologies effectively requires thoughtful digital transformation strategies that are carefully implemented between organization leaders and frontline workers. Early adopters are already seeing the value of taking these steps.

Implement a culture of collaboration

Frontline workers have the most to gain from Industry 4.0 in the shortest timespan. However, they’ve grown skeptical of “automation” - a term often misused in media. A close relationship between the people implementing a change and the people that will be most directly impacted by it can make workers more open to necessary transitions. Educate frontline workers on how emerging technologies stand to benefit them as part of the implementation strategy.

Provide training

Industry 4.0 solutions are designed with intuitive and user-friendly interfaces, and many rely on devices that most people are likely to find familiar. Still, taking time to show frontline workers how to use new solutions will improve transparency and trust, provide opportunities to answer any questions, and improve a sense of ownership on the floor.

Invest in the right technology

Diving into immersive technologies without thinking about how they will fit into your company and company culture isn’t the best way to explore these new technologies. Trying to do exactly what your competitor is doing might have worked for them, but it isn’t likely to work so well for you. Carefully research providers and solutions, discussing possibilities with people at all levels of organization. A solution created for your specific needs and your specific workers is going to have the best impact on your productivity and on your workforce.

If your organization isn’t ready to invest in these technologies directly, consider putting time, effort, and funds into bringing your organization up to speed through implementing or improving strategies like digitization.

Real-world examples of a connected workforce in action

There are already plenty of examples of companies with real results from pilot programs and implementations.

Harpak-ULMA

Packaging leader Harpak-ULMA explored connected workforce solutions to do more with less in the face of the worker shortage and skills gap. Initially using AR-enabled solutions to improve employee training, the company subsequently used the technology for remote support in field service and later in customer support. This use case shows how a company can explore a technology with one aim in mind and gradually expand it to other elements of product management when ready.

Electrolux

Appliance manufacturer Electrolux used connected devices to gain information from the factory floor to optimize operations. The case study is an example first of doing extensive research to determine the opportunity cost of not exploring emerging technologies, and next of gradually scaling a pilot program into a company-wide strategy.

Building the future of connected work

Depending on how far your company currently leans into existing technology trends, the road to a connected workforce might be longer or shorter. No matter what that road might look like ahead of you and your organization, benefiting from emerging technology implementation should begin with research and planning. A Complete Guide to the Connected Worker is a good place to start.