Quality Assessment of Remote Master Technology and further Optimization

This thesis investigates the efficacy and potential enhancements of FPT Industrial’s cutting-edge technology, Remote Master, within the context of improving service quality and operational efficiency. Remote Master stands as a virtual support platform, facilitating seamless communication between remote experts and on-site field technicians by providing real-time visual access to the technician’s surroundings. The system integrates hands-free vision devices and innovative diagnostic tools, empowering experts to offer guidance and support as if physically present. The primary objective of this study is to conduct a comprehensive quality assessment of Remote Master’s performance, examining its impact on service quality, vehicle downtime reduction, and customer satisfaction levels. Through a mixed-methods approach, including qualitative interviews and quantitative data analysis, the research evaluates the effectiveness of Remote Master in various operational scenarios, identifying strengths, weaknesses, and areas for improvement. Furthermore, the thesis aims to explore optimization strategies to further enhance Remote Master’s functionality and utility. This includes refining the user interface, enhancing diagnostic capabilities, and streamlining communication protocols to facilitate more efficient problem-solving processes. The findings of this study contribute to both academic understanding and practical implementation within the automotive service industry. By providing insights into the strengths and limitations of Remote Master technology, as well as actionable recommendations for optimization, this research seeks to drive continuous improvement in service quality, operational efficiency, and customer satisfaction for FPT Industrial and beyond.