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The Importance and Challenges of Remote Work Support

In the world of manufacturing, improving productivity and ensuring quality are always paramount. But training line workers to achieve this comes with many challenges, especially from a remote location. In this article, we explore how remote face-to-face training using the avatar robot temi solves these challenges.

Current issues with line work instruction

On-site line work instruction is an important process that directly affects product quality and productivity. However, traditional face-to-face instruction has several challenges.

Lack of human resources to provide instruction

For example, factory managers and specialized instructors need to be physically present on-site, which consumes time and costs. There is also the problem of a shortage of people who can provide instruction every year. In addition, in large factories and companies with multiple locations, it is difficult to provide consistent instruction to everyone. Furthermore, in large factories, the psychological distance between workers and instructors can be great, which can lead to communication and understanding issues. In addition, instructors often have to travel to remote sites, which not only requires travel time and costs, but also requires them to perform their original work at the same time, which can lead to a decrease in productivity.

There is a need to find solutions to provide effective instruction with limited resources.

Current issues with remote work support and remote face-to-face instruction

Face-to-face instruction allows for smoother communication between the worker and the instructor as they are in the same place, and allows for more efficient instruction because it is easier to grasp even the smallest movements and facial expressions. In recent years, advances in technology have made it possible to provide remote instruction and work support in real time. However, there were several challenges involved.

It is difficult for instructors to explain the work areas and methods accurately and smoothly.

For video calls using a smartphone:
Because the worker is using both hands, the instructor cannot see what is happening around them or the surrounding environment, making it difficult for the instructor to accurately grasp the work content. In addition, the worker must constantly look at the smartphone to receive instructions and advice, which reduces work efficiency. Since there is no common language between the instructor and the worker, they must explain things using words such as this, that, and that, which can make it difficult to provide accurate and smooth instruction.

For video calls using a camera headset:
Although it can display the image of the worker's hands and the surrounding environment, it is difficult to work while wearing a headset, and work efficiency also decreases. Similarly, while the image of the site is transmitted to the instructor, only the audio reaches the worker, making it difficult to provide accurate and smooth instruction.

When explaining the situation to the instructor, one hand may be occupied

When workers use smartphones, one hand is always occupied in order to receive instructions and advice. This is not only inconvenient, but also leads to reduced work efficiency.

It is difficult to build trust between leaders and workers.

Conventional remote instruction can convey work methods, but due to the distance between the worker and the instructor, it can be difficult to provide educational advice or feedback. It is difficult to build a relationship of trust through communication only through video and audio, which can affect the worker's understanding and motivation.

temi's remote work support/face-to-face guidance system

In response to this, remote pseudo-face-to-face instruction, such as remote work support using telepresence avatar robots (hereafter referred to as telerobots), is gaining attention. By remotely controlling a telerobot, it is possible to provide real-time instruction and work support as if you were actually there on-site.

temi’s video calling robot function

Telerobo temi is a next-generation humanoid mobile robot with flexibility. It has a friendly appearance with a 13.3-inch monitor, and its main functions are "automatic explanation robot function" and "videophone robot function."

 

Temi's videophone robot function allows instructors in remote locations to communicate as if they were on-site. Instructors can provide instruction while visually checking the on-site situation through a videophone, which receives video and audio from the camera attached to the top of Temi's monitor. It is also possible to remotely control the telerobot while talking, allowing it to move freely around the site.

The benefits of temi for remote support of line work/face-to-face guidance

Smooth communication and improved productivity

Instructors can accurately and smoothly communicate the work areas and work methods to workers, which increases their understanding of the instruction content and improves the accuracy of the work. By combining voice and video calls, instructors can communicate with workers in real time, preventing misunderstandings.

The operator's hands are free and they can work in a natural posture.

Workers do not need to use a smartphone or other device as temi automatically transmits video and audio, leaving both hands free to work in a more natural posture.

Build trust between leaders and workers

By using Telerobo, the psychological distance between the instructor and the worker is reduced, allowing for more realistic face-to-face instruction. It also allows for more verbal and casual conversation, building trust and enabling more effective educational advice and feedback.

Cost and time savings

Remote training eliminates the need for physical travel, resulting in significant cost and time savings, and allows for rapid problem resolution from remote locations, minimizing disruptions to production.

By utilizing the Telerobo temi as a tool to solve these problems, it is expected to improve the productivity of remote work support and face-to-face instruction. In addition, it is possible to provide advice and feedback in real time.

Flow of remote work support/face-to-face guidance using temi's "video call function"

The telerobot temi is deployed at the work site. The target worker receives video and audio from the camera on top of the temi monitor, so no special preparation or equipment is required.

 

The instructor can log in to the temi center, which allows them to manage and set up the temi robot, using a PC browser. They can connect to the temi center by launching a dedicated app on their smartphone. They can select the temi they want to call and make a call, and the video call will automatically connect them to the site.

  1. A remote instructor operates temi and connects to the on-site location via video call.
  2. We receive video and audio from the camera of the telerobot temi and check the situation on site.
  3. Workers can work freely while instructions and advice are given.
  4. Using remote control, temi can be moved around to view the surrounding area, and the camera position can be adjusted remotely while talking to the worker.
  5. The instructor can demonstrate the action the worker needs to take, or if connecting from a PC, they can share the full screen of the temi Center on their PC or a Chrome tab of whatever they want to display on the temi screen.
  6. Once the task is complete, the instructor will operate temi to hang up the phone and log out of temi center.

This process allows for real-time communication and feedback between the site and instructors, enabling efficient remote work support and face-to-face instruction.

Accurate work instructions come from good human relationships

According to the article below, Toyota Motor Hokkaido manufactures parts that are essential for automobiles, and the group leader gives direct instructions to the team members and checks the progress. The number of people in a team is 10 or less so that the leader can communicate directly with each person and proceed with the work, and 2 to 3 teams form one group and are constantly improving their work.
Smooth communication is necessary for continuous work improvement and guidance. To achieve this, Toyota believes it is essential to create a cheerful workplace supported by good human relationships.

Relationships are essential for work communication | Smooth communication is necessary to keep this cycle of standard work and improvement going. To achieve this, Toyota believes it is essential to create a bright workplace supported by good relationships. Since the members include not only full-time employees but also fixed-term and temporary workers, communication with people with diverse values ​​is required. The section chiefs, who are the section chiefs of each department, act as trainers and provide training to the leaders and group leaders who give work instructions. In addition to lectures, the training is experiential, allowing for a deeper understanding.

Source: Accurate work instructions come from good human relationships | 2022.06 AgriReport VOL37

These findings show that, whether providing remote work support or face-to-face instruction, it is important for instructors to be able to accurately and smoothly explain the parts of the work to be done and how to do it, and that there is a system in place to build trust between instructors and workers in order to provide continuous work improvement and support.

"It's like he's there" - temi's presence builds trust

temi's 100cm high, 13.3 inch monitor shows the instructor's face, so even when providing remote work support or face-to-face instruction, workers can feel a sense of security and familiarity as if the instructor were actually there. This allows workers to communicate with remote instructors in real time while working, making work go more smoothly.

 

In addition, temi’s presence and real-time capabilities increase the worker’s sense of trust, building good relationships between supervisors and workers. This builds the trust that is essential for continuous work improvement and support.

In this way, by participating in on-site meetings using video conferencing, participants at the site and in remote locations can communicate in real time, allowing for efficient on-site inspections and discussions.