The context
Equipment knowledge was scattered across tickets, manuals, and tacit expertise.
How the FDE engaged
The work began with field interviews and workflow mapping, then built an auditable data and collaboration path around critical decisions. The FDE worked with business owners, frontline users, and the technical team to define a minimum useful release and iterate through real use.
Delivery outcome
Average diagnosis time fell 42%, with auditable resolution paths.
What carries forward
Strong delivery is not bringing a preset solution to a customer. It is putting technical judgement and field judgement into one operating rhythm.