EDI Welcomes Paul Thielen, Development Director, EAM

EDI Welcomes Paul Thielen



EDI Welcomes Paul Thielen, Development Director, EAM

EDI Welcomes Paul Thielen

EDI and Arora Engineers (Arora) are pleased to welcome Paul (Paulie) Thielen as Development Director, Enterprise Asset Management.

Paulie brings 30 years of Enterprise Resource Planning (ERP) and Enterprise Asset Management (EAM) expertise in regulated industries and Governments. Paulie is the consummate customer advocate and problem solver who has delivered award-winning, efficient, and affordable client solutions across numerous verticals including Federal Agencies, the Department of Defense, Government-owned utilities, and the Aviation industry.

Paulie earned a Bachelor of Science degree at Christopher Newport University upon his meritorious Commissioning as a US Naval Officer. He maintained a stellar career as a Submarine Assistant Navigator and advanced his practical application of global command. He has experience in control and computing systems becoming a recognized expert in enterprise computing, environmental, and regulatory compliance as applied in Enterprise Asset Management. His civilian roles have advanced from IT Infrastructure Principals with IBM Corporation to DoD Corporate Compliance, Relationship and Business Capture management, and now his specialization in reliability and sustainability.

A globally recognized expert in sustainability, reliability-centered maintenance, and compliance, he will apply these best practices across all of Arora and EDI’s EAM solutions. In his new role, Paulie will lead business development, proposal, product development and client management efforts for Asset Management services including our Arora ATLAS suite of Mobile solutions across our numerous current market sector clients, as well as championing our expansion into new ones. 

“My passion is my client/partner’s passion, applying our robust toolset to make them more successful, efficient and sustainable is my joy.” Says Paulie.

We look forward to working with Paulie to continually improve our operations and quality, deliver for our clients, and continue our growth.

Tips for Selecting a Maximo Work Request Tool

Tips for Selecting Maximo Work Request Tool

Tips for Selecting a Maximo Work Request Tool

Tips for Selecting Maximo Work Request Tool

Does your organization want to improve customer experience and public perception? Are you struggling to address maintenance, cleanliness, or equipment issues quickly and efficiently?

If so, your organization may want to implement a work request tool that seamlessly integrates with your IBM Maximo software. Maximo allows licensees an unlimited number of requestors, which gives your organization the ability to empower anyone to provide valuable feedback on their customer experience for free!

There are several work request tools that integrate seamlessly with Maximo, but they are not all created equal. Click here to download our whitepaper to learn about some of the features and functionality you may want to consider when assessing a new work request tool.

If you have questions about the process or benefits of implementing a Work Request tool, contact info@edatai.com to learn more!

5 Effective Ways to Improve Customer Experience

EDI Customer Experience blog

5 Effective Ways to Improve Customer Experience

EDI Customer Experience blog

Forbes contributor Yuri Kruman said it best in his article on the importance of customer experience in the age of instant gratification – the same old customer experience no longer works.

In our digital age every business, service, and product can be subject to public scrutiny across a litany of social and web channels for past, current, and future customers to investigate. Research suggests that almost all consumers (93%) say that online reviews impact their purchasing decisions . Considering these circumstances, it is no wonder that over 90% of c-level executives say that improving customer experience is one of their top three priorities for the next several years.

Modern organizations understand the significant role customer experience plays in lowering operational costs, maintaining brand loyalty, and ensuring sustained growth. But how exactly can your organization improve customer experience?

Understand your Audience
Ensuring your organization understands what type(s) of consumers are visiting your facility or procuring your product or service is essential. The only way to meet the needs of your customers is to first understand who they are, what motivates them, and what they want. Start by assessing:

1. Who is your customer base?
2. What needs must your facility or service fulfil?
3. Are you able to meet those needs – why or why not?

This information is the foundation of an effective customer management strategy. Once you understand who your customers are and what they need from your business, you can more efficiently implement tools and strategies to improve their experience.

Encourage Customer Feedback
Over 85% of adults in the USA now own a smartphone — which is great news for your organization. There is a wealth of technology available to allow consumers to use their own device to provide the critical feedback you need to meet their needs more efficiently.

Rather than forcing your customers to stand around at kiosks and touch public smart devices to provide feedback, the best customer experience tools are accessible via a quick QR code scan with a smart device.

Leading web and app-based customer experience tools are simple, easy-to-use, and can be optimized to walk your customers through a wizard-based interface with answers your organization prepopulates to ensure you have all the information you need to address their concerns.

Harness the Data
As mathematician Clive Humby once proclaimed, “Data is the new oil.”

In the digital age, enterprises have the exciting opportunity to collect data more easily from various sources online and within their facilities. This information, when used properly, can revolutionize the customer experience.

Implementing a digital customer experience tool and customer-focused processes that allow you to collect data are critical steps your business can undertake to understand customer behavior and interest. The question then becomes, what data is important in your quest to improve customer experience? Is it impressions on the quality of your facility or service, consumer purchasing habits, public engagement, or something else? As noted above, understanding your audience and their needs should simplify the process of defining what data you need to collect.

Once you determine what data you need, you can identify important trends and patterns that you can then use to improve your processes or amenities.

Mind your Assets
Asset management is an excellent way to use data to improve customer experience. Just as you should have a well-rounded understanding of your customers, the same level of understanding should be applied to every asset within your organization.

Your assets are one of your most expensive investments and are closely related to the experience of your customers. Heating or cooling issues, restroom cleanliness, and spills/hazards are some of the most common issues often reported by customers.

Giving your customers the tools to provide feedback on your facility and its assets can help you efficiently prioritize work requests, determine key usage patterns, and identify repeat problem areas or equipment which may need to be maintained more frequently, or replaced entirely.

Empower your Employees with Information
Your employees can be your best line of defense in improving customer experience – but their efforts are only as effective as the information they receive.

Selecting a configurable, wizard style Q&A tool that guides consumers to provide all the information your technicians need is preferable. Other handy features leading customer experience tools contain that your technicians will appreciate are:

1. The ability for customers to attach photos to their feedback.
2. Mapping functionality so that they can locate issues faster.
3. Integration with your company’s Enterprise Asset Management (EAM) system so they do not need to duplicate critical maintenance resolution information for two systems.

When employing a technology tool to allow customers to provide feedback, ensure that the data you collect and subsequently disseminate to your employees is complete and includes the asset and location data your technicians need to address issues quickly and efficiently.

If you have questions or want to learn more about improving the experience of your customers, contact sales@edatai.com today!

What type of Maximo Work Request Tool is Right for your Organization?


What type of Maximo Work Request Tool is Right for your Organization?


IBM Maximo allows licensees an unlimited number of requestors – but what does this mean for your organization? You have the ability to empower anyone visiting your facility to provide valuable feedback on their customer experience for free.

Allowing your employees and public users to provide feedback quickly and easily via their own smart device can help your organization understand, prioritize, and address issues faster, thereby improving the experience of your customers and overall public sentiment.

You just need to find the right request tool to pair with your Maximo EAM system to capitalize on this functionality. First, you need to understand the difference between the types of work request tools that integrate with Maximo – native apps and web-based tools.

What is the Difference Between Native Apps and Web-based Tools?

According to UX Magazine, “A native app is one that is built for a specific platform, such as iPhone or Android, using their code libraries and accessing their available hardware features (camera, GPS, etc.). A web-based app, on the other hand, is one that is hosted on the web and accessed from a browser on the mobile device.”

Features/benefits of web-based tools
1. There is no waiting for the updated iPhone/android/etc. version of the app to be released –
software updates are automatic for all users when using a web-based tool. This is especially useful for organizations who do not want to add additional burdens to their IT teams.

2. Many request apps only allow authorized Maximo users to submit Requests – a web-based tool can be configured to allow public users who do not have the app to provide the feedback you need to maintain your facility more efficiently.

3. The best web-based request tools are QR code based and allow your organization to attach Maximo asset and location data to each of the QR codes located throughout your facility.

These QR codes allow users to simply scan the code using their smart device, quickly fill out a work request with all of the pertinent data your team needs to address the issue and continue on their journey with the satisfaction that they have been able to provide you feedback on issues of importance to them.

Features/benefits of native apps
1. Users can download an app for their smart device from their app store, and the app can then access their available hardware features. The downside being that the process of going to the app store to find the app, downloading it, and then subsequently figuring out how to use said app may be a deterrent for some customers. In Enterprise situations, these apps are usually pushed to users by the IT department.

2. Thanks to the fact that the code that runs the app is stored locally on the smart device, native apps tend to be faster and more responsive than their counterparts. The negative being that users are then responsible for managing updates pushed out via the app store for their phone’s particular platform.

This becomes especially cumbersome for the organization relying on the app-based Request tool for data, because their IT team needs to continually monitor for those releases and remind their users and the general to update their apps.

3. Native apps can run asynchronously, meaning dynamic information can be stored locally on the phone temporarily and synchronized with the central web-based server later. While recent technologies and features (such as those in HTML5) will allow for this to also be done in a web-based environment, native apps are still ahead of web-based ones on this front.

Is a Web-Based or App-based Request Tool Best for your Organization?

This answer depends on whose feedback you are looking for. If your organization wants to limit requestors to only those people inside your organization, an app may be best. If you select an app-based request tool you will have to work with your IT department to set up your users, configure to specific platforms, and remind requestors to download updates from their respective app store.

If, on the other hand, you are looking for a work request tool that capitalizes on your ability to allow anyone to submit a Maximo work request free of charge, a web-based tool may be best for your organization. If your goal is to simplify the work request process for everyone involved, from your IT department, to your Maximo users, to the general public using your facility, you will want to seek out a web-based Request tool that allows anyone with a smart device to scan a QR code which is linked to Maximo asset data to quickly provide your technicians with the data they need to locate and resolve issues.

Top Considerations to Accelerate Digital Transformation and Optimize Operations

PTW Digital Transformation Article

Top Considerations to Accelerate Digital Transformation and Optimize Operations

PTW Digital Transformation Article

Arora Engineers (Arora) and its subsidiary company EDI were recently featured in the January 2023 issue of Passenger Terminal World Magazine. Our team of asset data experts compiled their top considerations for the implementation of IT for Airports looking to accelerate digital transformation and optimize operations. Overall, the most important thing for airports to consider is that technology alone is rarely ever the full solution. Our experts advise that organizations need to look at the underlying business processes associated with the new technology to allow the investment to thrive.

Check out our tips to help your organizations accelerate digital transformations and optimize operations:

1. Start with an audit of the data you are already collecting. Organizations should look to see if your organization utilizes robust enterprise asset management (EAM) software and/or collect geographic information system (GIS)/building information model (BIM)/asset data. To leverage the technologies necessary to optimize your operations and asset management, you need to start with an accurate, complete virtual representation of your physical facilities and systems.

2. Establish clear operational and reliability goals. Make clear what the priorities of the functions are you are trying to optimize, such as public safety, customer satisfaction, cost per take-off, etc. It is also key to define which critical systems have the greatest effect on those measures (airfield, baggage handling, HVAC, etc. By establishing these goals, you can lay the foundation and prioritize a roadmap for what you need to get in place for both immediate impact and continuous improvement.

3. Invest in your foundational data. Save time and money by establishing data interoperability standards that de-silo your data in the capital development phase. This will allow it to be used and deployed by multiple departments and advanced enterprise systems (enterprise resource planning, building management system, EAM, GIS, digital twin, predictive maintenance, augmented reality/virtual reality, etc). From there, you can carry these data standards throughout the lifecycle of your facility to ensure the technologies achieve the desired outcomes.

4. Maximize the value and efficiency of your assets by implementing an easy-to-use mobile solution like Arora ATLAS. This is an excellent tool for your technicians who are in the field performing and recording critical maintenance activities and inspections on the go. This data helps reduce operational expenses, streamline a single business process across all departments and improve the experience of technicians and airport guests alike.

Arora’s Enterprise Solutions Group specializes in business process consulting, the most essential element of any innovative technology deployment, to help its clients figure out how they will use the new technology and data collected to improve passenger experience outcomes. Contact us today to learn more!

To read the full article, click here.

Buy Your Data the Right Way on Your Next Capital Project

Buy Your Data the Right Way on Your Next Capital Project

Buy Your Data the Right Way on Your Next Capital Project

Buy Your Data the Right Way on Your Next Capital Project

A capital project is an investment that builds on or improves a capital asset. They are typically large in scale and cost and involve significant resources and planning to complete.

What is a Capital Project?

A few examples of capital projects are airport terminals, railways, and roads. In the case of a capital project for a corporation, you might see the development of a facility  instead. A corporation allocates both financial and human capital to build or maintain new assets, and it’s not unusual for these types of projects to be planned for months or even years to make sure execution is seamless.

Data Analytics

Data analytics are crucial for monitoring, analyzing, and auditing capital project costs, as such analytics can provide insights on cost and schedule performance – along with a number of other trends – no matter the capital project at hand. 

Even though data-driven management for digital capital projects is a useful tool, it’s a tool that has yet to be optimized by most organizations. Old methods are still going strong, and many industries are wary of sharing their real-time data.

The FMI Report1  found that 95.5% of all data goes unused in engineering and construction, which can result in tremendous hidden costs for owners who often fail to consider the significant amounts of usable digital asset data that is created, used, paid for and then discarded when the project is handed over from the construction and design team.

These costs are incurred when, after their capital project is complete, those very same owners then pay to create a whole new set of identical digital asset data needed to implement asset management, work order and other key software systems relied upon to run their new facility. Therefore, they pay again for the very same data already created and left behind during the construction and design process.


Help bridge the gap between the capital project acquisition process and facilities management to ensure your facility is ready to go on day one with all the data needed to run a world-class operation utilizing data interoperability.

Establish data standards and templates at the outset of our capital project to ensure you receive the facility, system, and asset-related data needed to feed your Enterprise Asset Management (EAM) system and lay the foundation for predictive maintenance. 

When you use data interoperability to establish the foundation for your data analytics and buy data the right way on capital projects, your corporation can see a number of benefits. These benefits include:

  • The optimization of the systems and processes that your business currently uses.
  • The ability to predict demand in the future.
  • Improving facilities asset management.
  • The ability to prioritize capital investment where it counts.
When you use data analytics, your corporation can save significant time and money. Utilizing sophisticated analytics allows you to increase automation, utilize effective controls, and improve regular data monitoring across your company.

Getting insight from past performances to make future decisions can greatly impact your company. It allows you to predict trends more accurately, learn from past actions, and create more successful solutions. You can generate value with an analytics strategy that identifies, sizes, and prioritizes the enormous opportunities for your corporation, making strides towards a profitable future.

Understanding the Power of Data

Buying data and using it correctly gives your company the power it needs to move forward productively. It’s time to move into the future with the rest of the business sphere – don’t get left behind. Instead, utilize data analytics for your next capital project.

5 Things to Consider When Choosing a Mobile Solution for Your Facilities Management Operations

5 Things to Consider When Choosing a Mobile Solution for Your Facilities Management Operations

5 Things to Consider When Choosing a Mobile Solution for Your Facilities Management Operations

5 Things to Consider When Choosing a Mobile Solution for Your Facilities Management Operations

Updating your organization’s network of tools and services to facilitate real-time facilities management operations sounds easy enough at a glance. However, there are so many mobile solutions available in today’s market that exploring your mobile management options can quickly become daunting. 

As such, it’s wise to step into exploring different mobile solutions with a strategy in mind. Consider the following points while searching for an enterprise mobile solution so that your company can streamline facilities management operations and invest in a service that meets your every business requirement.

#1- Unique Operational Requirements

A significant variety of mobile solutions exist in today’s market, so to condense the number of solutions to choose from, business owners need to evaluate their unique facility management needs.

For example, when searching for mobile solution offerings, determine whether your company requires the following features and whether they’re available through the management and/or maintenance operations software you’re considering:

  • Data Collection & Analysis
  • Real-Time Facilities Management Capabilities
  • Order Management
  • Vendor Management
  • Asset Management
  • Inventory Planning
  • Maintenance Scheduling
  • Work/Labor Tracking
  • Document Storage/Organization

Organizations should also ensure the system provides a “Single Pane of Glass” where facility managers can view all of their smart and connected building system asset data in one place. Facilities are investing more capital than ever in smart and connected building systems, but to access this critical data, technicians and FM leadership often have to engage with multiple OEM apps to gather the appropriate information. . The best mobile solutions combine smart and connected asset data from the manufacturers and the systems themselves and allow facility managers to save time and money by combining all of this data into one easy to use information platform, eliminating the need to train staff to use multiple manufacturer platforms to extract necessary data.

#2- Integration Capabilities

Integration capabilities are critical for organizations that have already implemented a selection of programs and tools to streamline company functions. Discovering whether an enterprise mobile solution can be integrated with the current software is necessary for reducing complications and streamlining the process of adopting new programs.

#3- Support and Training

Many organizations are experiencing a “brain drain” post COVID, with large swaths of tenured staff retiring or facing leveraged buyouts to cut costs, resulting in many organizations losing critical institutional knowledge. The right mobile tool can help bridge the gap by collecting this information within the system which can then be passed down to the next generation of staff.

The timeline needed to learn how to use new software may decrease productivity in already overwhelmed workplaces, and ineffective training often leads to errors and delays. As such, training is an essential part of workplace efficiency, especially when using new tools and programs. Working with a mobile solution provider that offers support and training throughout implementation can help ensure that each user is informed about software functions and knows how to initiate each process they’re responsible for.

#4- User Interface and User-Friendliness

Even if a particular maintenance operations software covers every function your organization could ever need, implementation will not be a success if the software is too cumbersome to use. Choosing a user-friendly program with a clean interface can greatly simplify learning how to use the new software. Preventing employees and other team members from becoming overwhelmed is an ideal way to streamline information retention and avoid complications. An easy to use solution is essential because it encourages teams to more easily adopt the new technology as a natural part of their day-to-day operations.

#5- Security Measures

Finally, adequate security protocols are imperative when introducing real-time facilities management software to your organization’s network of tools. Protecting your company’s data from unauthorized access, theft, alteration, or loss helps secure the information your business depends on to function. It also simplifies security processes and frees up human resources so that employees can be dispatched to more engaging tasks.

In addition to researching solutions on your own, there’s an added benefit when providers offer product demonstrations. If you’re searching for a mobile solution to streamline your facility management operations, viewing a demo or speaking with software professionals will likely make your decision much more straightforward.


Enhance Airport Enterprise Asset Management with eSAM

Enhance Airport Enterprise Asset Management with eSAM

Enhance Airport Enterprise Asset Management with eSAM

Enhance Airport Enterprise Asset Management with eSAM

Seventy-five percent of the world’s 130 busiest airports rely on IBM’s Maximo Enterprise Asset Management (EAM) software to get the most value out of their critical assets. Considering airports spend upwards of $7.7 Billion over the lifecycle of their assets to maintain them, we understand that they are often an organization’s most significant investment.

At EDI, we pride ourselves on our ability to help our clients transform from simply relying on planned maintenance to world class maintenance best practices that are part of a Reliability Centered Maintenance (RCM) program using their Maximo EAM software.

EDI has spent 20+ years helping airports implement Maximo EAM to do just that— in fact, EDI is the #1 US-based IBM Partner for Maximo for Aviation (MfA).

We assist our Aviation clients in maximizing return on investment not only for their assets, but also their EAM software application with a thoughtful, comprehensive set of configurations and documentation which we have named eSAM for Airports.

eSAM stands for EDI’s Strategic Asset Management, which is much more than just a software solution. eSAM is a comprehensive philosophy and program – it is a tool set that puts an organization on a path towards continuous improvement in EAM to achieve RCM.

eSAM is a consistent delivery of IBM’s best-in-class Maximo EAM System that is pre-configured based on ISO 55000 and other best practices to allow a reduced PO to Deploy time and a reliable support approach. eSAM includes airport specific modules such as FAA Part 139 Airfield Inspection, Local NOTAM, Facilities and Custodial Inspections, Lock Shop and Key Management, Warehouse/Inventory Management, GIS Integration, ERP Integration, Property Management Integration, BIM Integration, IoT Integration, Airport Maintenance Specific KPIs, Reports and Analytics, and much more.

The power of eSAM is that we have taken leading industry practices and Maximo configurations and packaged them together in an easily deployable product. eSAM provides not only software configurations but also consulting services to address shared challenges of the industry and in achieving RCM. Our team of experts provide business process implementation services to ensure the right culture change within our clients’ organization for a smoother adoption of EAM technology into their daily tasks.

Our two-fold approach, which focuses on both business processes and software implementation, provides a significantly more useful EAM system sooner compared to other software implementation providers.

The eSAM system benefits include considerable time reduction for personnel involved in the solution development and deployment, and lower overall cost of ownership with short- and long-term ROI. Additionally, eSAM is cloud hosted by our trusted partner, Projetech, who have provided expert, economical Maximo® as a Service (Maas) Cloud Hosting services for a variety of our most important clients for over a decade.

EDI has developed eSAM configurations for several other industries, including Life Sciences. To learn more about how you can implement an EAM system using our eSAM solution to save time, conserve resources, and get the most out of your assets, click here.


Upcoming Event: MaximoWorld 2022

Upcoming Event MaximoWorld 2022

Upcoming Event: MaximoWorld 2022

Upcoming Event MaximoWorld 2022

Electronic Data (EDI) will be attending Maximo World 2022 in Austin, Texas! Be sure to stop by booth #107 to meet the team and learn how you can save time and money with Data Interoperability Services!

EDI’s innovative Data Interoperability process prevents Owner’s from paying twice. Our team helps bridge the gap between the capital project acquisition process and facilities management to ensure our client’s facilities are ready to go on day one with all the data needed to run a world-class operation – all while saving millions of dollars over the life of the project and the facility.

To register for this event, click here.

Session Information:

Scott Yates, Chief Operating Officer at EDI, as well as Ian Redhead, Deputy Director of Operations & Maintenance at Kansas City International Airport, will be presenting “Kansas City Data Interoperability and Road to Digital Twin” at Maximo World 2022.

For as long as facilities have been built, there has been an immense challenge for organizations to acquire, assimilate and organize the data required to properly operate and maintain a facility that has been turned over to them. We all know the story, by the time a project reaches the stage of commissioning the facility and turning over the “as-built” drawings, equipment specifications and manuals, the project’s budget, schedule (and patience of the people involved) have long been expended. Organizations are left with a hodge-podge of information on their new facility and are left on their own to gleam the useful information out, or collect it themselves, to establish their operating and maintenance procedures. And that effort doesn’t even yet include preparing it for load into and use in their Enterprise Asset Management (EAM) system.

With the current capabilities of BIM and Maximo, the Kansas City Aviation Department is addressing this gap between “design” and “operate” head on and building a bridge across it that could be used for all future capital projects. For projects that leverage BIM as a primary design tool, Maximo has a standard feature to import the data from models automatically as well as an available plug-in to present the associated 3D models inline with it’s own applications like Work Order Tracking and Assets. With established design standards for BIM models to ensure you can always receive the data needed from contractors, to seamlessly and easily integrate into your Enterprise Asset Management system.

Date and Time: August 9th, 2022 from 1:00-1:45 PM CDT

Airport Maximo User Group Meeting

Joe Mahaz, PLSM, Founder and Senior Advisor at EDI, will be leading the upcoming Airport Maximo User Group Meeting at MaximoWorld 2022 in Austin, Texas. The meeting will include news related to AMUG business, updates on the upcoming May 2023 spring meeting, and will feature a panel of airport leaders. The panel will discuss new innovations in their Enterprise Asset Management implementation and/or upgrades at the airports, and how the airports have adjusted to the new norm. 


Upcoming Event: Airport Maximo User Group Meeting at MaximoWorld 2022


Upcoming Event: Airport Maximo User Group Meeting at MaximoWorld 2022


Joe Mahaz, PLSM, Founder and Senior Advisor at EDI, will be leading the upcoming Airport Maximo User Group Meeting at MaximoWorld 2022 in Austin, Texas. The meeting will include news related to AMUG business, updates on the upcoming May 2023 spring meeting, and will feature a panel of airport leaders. The panel will discuss new innovations in their Enterprise Asset Management implementation and/or upgrades at the airports, and how the airports have adjusted to the new norm.

Date and Time: Pre-MaximoWorld Conference, August 8th, 2022 from 2:00-4:00 PM CDT

Location: JW Marriott, Austin, Texas, Hotel 2nd Floor Room 204

AMUG Steering Group

Chair: Mr. Joseph Mahaz, PLSM – Founder and Senior Advisor, EDI

Co-Chair: Ms. Brendalynn Taulelei, MBA –  Senior Manager, Asset Management and Logistics Aviation Maintenance, Port of Seattle 

  • Introductions
  • AMUG Business
    • General Discussions
    • May 2023 Spring Meeting – Seattle
Airport Panel Open Discussion
Open DiscussionsIf you have any questions, please contact events@reliabilityweb.com