CIMdata PLM Industry Summary Online Archive
2 September 2008
Implementation Investments
Nikon Precision Inc. Selects PTC® Arbortext® to Streamline Product Information Delivery
PTC announced that Nikon Precision Inc., a wholly owned subsidiary of Nikon Corporation and a leading provider of precision photolithography equipment, has selected PTC’s Arbortext Product Information Delivery software to streamline the editing and publishing processes of its service manuals. Using Arbortext, Nikon Precision will be able to deliver a better customer experience by providing its field service technicians with precise, up-to-date information to diagnose problems and perform maintenance and repair procedures.
Nikon Precision builds large scale, complex photolithography equipment that is customized based on individual customer requirements. The technical documentation to support this equipment can be more than 3,000 pages and include many illustrations to guide a technician through a maintenance and repair procedure. In addition, historically, this documentation was only available in print or large-size PDF files that were located on several web portals. As a result, Nikon’s field service technicians spent 20-30% of their time with a customer searching for documentation to find the precise information needed to maintain and repair the equipment.
Nikon Precision required a solution that would allow them to create information that could be easily searched, reused and published in multiple format types. Additionally, the documentation had to be easy to access since its field service technicians were often on site with customers when the information was needed. Nikon selected The PTC Arbortext service manual application because of its out-of-the-box capabilities for creating, publishing and delivering technical service information. This solution will enable Nikon to publish high-quality service information with embedded interactive illustrations quickly with minimal configuration. Using the Arbortext solution, Nikon plans to improve first-time fix rates and reduce machine downtime which ultimately can lead to an enhanced experience for its customers.
“Nikon Precision products deliver an important service to our customers, and so it is with that mindset that our strategic goals are to support the customer experience,” said Dan Rice, senior manager global technical communications, Nikon Precision Inc. “We chose PTC’s Arbortext service manual application because it is the industry’s first and only integral solution that will help us collaboratively author, manage, publish and dynamically deliver accurate documentation. We look forward to continuing our work with PTC as we implement this innovative product information delivery solution.”
“Information quality and the capability to deliver product and customer-specific information to service technicians play a critical role for the success of organizations like Nikon Precision,” said Peter Velikin, director, product and market strategy, PTC. “We are pleased to be working with Nikon Precision as they strive towards this goal and look forward to remaining a long-term strategic partner with the company.”
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