Diseño de un protocolo estandarizado para el proceso de implementación de tecnología telemática 360

Abstract

SYSCAF is a Colombian company that provides real-time vehicle tracking services for data recording and the measurement of vehicle variables such as temperature, fuel consumption, harsh acceleration, harsh braking, engine operating time, among others. This information is collected and stored by recording devices and transmitted to an online platform or cloud, with the objective that the end customer and their fleet consultant can manage operations to improve asset performance, extend the useful life of the fleet or vehicles, optimize operating times, and monitor cargo.

The technology offered to customers for telemetry data recording consists of devices such as OBC (On-Board Computer) and MVR (Mobile Video Recorder). This technology includes input and output interfaces for measuring vehicle variables where the equipment is installed. Such technology is offered to transportation sectors including heavy cargo, public transportation, yellow machinery, and companies that operate fleets. Additionally, SYSCAF has an engineering department responsible for the implementation process. This area focuses on controlling and assigning tasks and defining the time required for the installation of telemetry equipment in customer fleets.

This process began operating within the engineering department in 2024. According to the article SPIIMM: Toward a Model for Software Process Improvement Implementation and Management in Global Software Development, successful implementation is associated with process improvement supported by management commitment, clear methodologies, training, and resource allocation. During this period, five implementation projects have been executed and completed; however, during the evaluation stage, the results have not met expectations or stakeholder satisfaction. On the other hand, the article Sales and Operation Planning for Delivery Date Setting in Engineer-to-Order Manufacturing: A Research Synthesis and Framework highlights the importance of integrating and coordinating planned objectives and activities within sales integration, which helps establish delivery dates and fulfill commercial commitments in order to proceed with billing.

Evidence shows the presence of rework during installations, delays in validations, rescheduling of vehicles, lack of effective installation follow-up, delays in the delivery of completed installations to initiate the billing process, and deficiencies in controlling the early stages of the project, purchasing, and equipment preparation, among others. According to the article Assessing Technology Implementation Success for Highway Construction and Asset Management, the success of technology implementation in organizations depends on strategic alignment, change management, and organizational maturity. It is estimated that 10% of failures are due to technical aspects, while 80% of project success is related to people and process management.

From the outset, the implementation process lacks documentation that details each of its stages. Due to the absence of files or standardized formats, the engineering team—comprising the area leader and the implementation engineer—opted to develop and organize the process based on the operational dynamics and organizational needs at the time.

The implementation process faces difficulties from the moment project information is received from the commercial area regarding the technology sold, due to its ambiguity. This results in multiple meetings and exchanges of emails involving questions and answers to obtain essential information (number of vehicles, typology, installation cities, installation accessories, measurement variables) required to initiate the implementation process. This situation is compounded by the fact that task control is distributed across different areas, such as professional technical services (installation control and quality), fleet administrators (meetings with the end customer and vehicle management), and technical support (monitoring installed vehicles after functionality testing). Currently, the process adapts to the challenges encountered during the execution of each project, making it difficult to conduct an in-depth analysis of the criteria that should be considered to optimize processes.

To address the issues and problems mentioned above, it is necessary to create and formalize a protocol. The article Assessing Technology Implementation Success for Highway Construction and Asset Management emphasizes the importance of having an integrated model that allows the measurement of project management levels and differentiates companies within the same sector. The most important levels to consider in a management model include basic project management processes, project planning, systematic project control, and continuous improvement of the project management process. This model should define guidelines for timelines, monitoring, and control of the stages that make up the implementation process, communication between departments, and installation status reports provided to the end customer.

For the reasons outlined above, this research project seeks to address the following research question:

How can efficiency in the control and monitoring of the execution of 360 telematics technology implementation projects be increased through a protocol that standardizes the process?