Conceptual design of a support documentation system to assist troubleshooting in manufacturing

This research explores the conceptual design of a Support Documentation System (SDS), to assist manufacturing maintenance personnel during troubleshooting. Manufacturing systems maintenance is a crucial element of any organisation’s operating strategy. One of its main goals is to reduce downtime, both by avoiding the occurrence of failures and by effective reaction to breakdowns. Currently, most downtime reduction studies focus on the prevention of failures. Although these studies have made a significant contribution toward downtime reduction, it is impossible to prevent all failures. As such, troubleshooting will always be necessary for maintenance personnel to provide an effective contribution to their organisation. This research proposes a Support Documentation System that will improve maintenance through documentation management. It is argued that troubleshooting time will be reduced since such a system could provide maintenance personnel with enhanced access to support documentation, particularly to failure records. Until this research, little direct empirical evidence had been collected about the feasibility of such a system, and about the performance of current systems regarding troubleshooting support. There had also been no evidence concerning maintenance personnel requirements for improved support documentation. The objectives of this research are to assess the feasibility of the SDS, to determine why current systems do not effectively support troubleshooting, and to identify key features for the development of the SDS. To fulfil the objectives of this research, exploratory investigations were conducted. Questionnaire and interview surveys of maintenance practitioners, equipment vendors, and CMMS developers were performed to determine the status of failure records management and the reasons for the failure of current systems. A case study strategy was employed within three companies to identify requirements for the development of the SDS. The findings of this research are that the development of an SDS is feasible, and that current systems do not effectively support troubleshooting. The research identifies a set of design features for the SDS. It presents the end-user requirements, a ranking of most relevant troubleshooting data to be included in the failure records, and a list of record attributes that are to be used to better identify and classify records. The latter attributes constitute the means to manage failure records in a systematic way.