Operator training in the connected industry: The human factor remains crucial

The connected industry is based on smart, largely automated systems and processes. While manufacturers benefit from increased productivity and efficiency, operators should remain at the heart of operations. They are neither irrelevant, nor have their tasks become negligible. On the contrary, their problem-solving skills are as important as ever. To put them into practice, operators need thorough digital knowledge and a systemic understanding of novel production systems.

In this interview, Martin Offenhäußer, Service Product Manager at Syntegon, shares his insights on the challenges operators face, and explains how a comprehensive training approach can help overcome them.

Martin Offenhäußer, Service Product Manager at Syntegon

Production in many industries has become increasingly sophisticated, both from a technological and procedural perspective. Where does this leave operators?

Martin Offenhäusser: We observe several changes that affect the daily routines of operators and companies in the food and pharmaceutical industries alike. Production equipment has become more and more elaborate – just think of the implementation of AI or sensors that allow to meticulously track each production step. This rise in complexity has made it more challenging to link observed issues, e. g. an unplanned stop, and their root causes. More than ever, identifying those reasons takes profound knowledge, which unexperienced operators often lack. Finding and retaining skilled labor in general is another major issue: in certain regions, like the US1 and Europe, labor shortage in manufacturing prevails, leaving companies in want of knowledgeable staff. The key to successful operations therefore lies in both technological expertise and sustainable onboarding and training.

Novel manufacturing systems yield benefits in terms of productivity, but also call for a deep understanding of the underlying technology. How can companies make sure operators are up to the task?

Operators need to develop their skills in a scalable and repeatable way that is in line with technological advancements in their industry. Sometimes companies opt for novel production systems that feature a lot of new components, like state-of-the-art sensors and human-machine-interfaces. Or they gradually modernize existing systems with those components. Either way, their equipment on the shopfloor “grows”, and operators need to keep pace with these developments. The earlier they do so, the better will they be able to perform the troubleshooting mentioned above. Knowing a system, however, requires a deeper knowledge, not just of machines, but also of processes – a mixture of theoretical and practical expertise, if you will. Getting there takes a two-pronged approach, covering online learning formats, which can be upfront, and on-site training.

How do the two formats differ – and when do they apply?

Online trainings that operators can take upfront provide basic machine knowledge in a self-explanatory manner, so that they can quickly access the information, e. g. via web-based sessions. These first steps help them familiarize themselves with the machines’ setup, the safety guidelines, and how the machine works, all through a wealth of different content formats. Textual and visual information, as well as Q&As to quickly test their knowledge are key to any sound learning experience. I mentioned scalability earlier on: of course, upfront means different levels of difficulty and depth of information. In my opinion, sound upfront training should be adapted to the knowledge level and tasks of operators, supporting their professional growth. After this “kick-start”, they are familiar with the main components of the machine, with format changes, recurring maintenance work, and troubleshooting…

…which of course involves operating the machines in daily business. You referred to practical expertise: where does that come into play?

It plays a major role in broadening operator skills and helps them understand the bigger picture. Besides building their knowledge base, they must be able to quickly apply that knowledge in practice. Take a sensor, for example: What good is it to know what a sensor is when you can’t link it to an interruption of production? This can happen at any time: a machine suddenly stops working for no apparent reason. Then you check your HMI, which might tell you that there is a wrong sensor signal. This can be caused by virtually anything, from a blurred sensor eye to a weak connection between the sensor and the machine. Finding the root cause takes years of experience. Luckily, we at Syntegon have people who can pass on their knowledge.

You are talking about on-site trainings with skilled staff?

Exactly. The on-site learning experience broadens the knowledge acquired during the upfront phase, but with a much broader scope: operators get to know the many facets of unforeseen downtimes, the machines’ functions, and processes in real-time. This allows for a much more targeted way of acquiring new skills. There is always an expert to answer pressing questions, show critical machine parts, dive into the most common technical issues – we have a large database to go through – and thus blend the upfront information with hands-on insights. The way I see it, this is how the bigger picture comes about: by merging your own perspective with that from a much more skilled colleague and based on exhaustive data.

Dedicated experts help companies improve overall equipment effectiveness.

The connected industry is known for generating large quantities of insightful data. What role does it play in operator training and problem solving?

State-of-the-art monitoring systems create transparency of machines and processes, helping operators to identify e. g. downtime and throughput. Like I mentioned earlier, this knowledge must be used in a smart way. In daily operation, however, operators often struggle with data analysis and deriving the right measures. Modern monitoring solutions, like the cloud-based software Synexio from Syntegon, therefore not only provide data transparency but also comprise data consulting services. This means that dedicated experts analyze the historical machine data of a given customer, deriving measures on how to improve overall equipment effectiveness together with the company. This is perceived as very valuable across the food and pharmaceutical industries.

So, despite the digital turn, the human factor remains crucial?

Absolutely. The more we digitalize, the more we need people who understand how to navigate the digital world. At the same time, approaches that are only trainer-based fall short of reality. As skilled people are often hard to find in general, training should always comprise a part that is “trainer-free”, so to speak. You lay the groundwork with a self-taught format; then you build skills with the help of experts, if available. If they are, they represent an invaluable resource: the bonds between trainers and trainees tend to be very strong, with trained operators getting back to their former trainers for advice even years after their sessions. Moreover, trainers who enable others to also become mentors is another way of securing the human factor. I strongly believe in a digital future where human and machine complement each other.

What is Synexio?

The cloud-based software solution Synexio from Syntegon enables to collect, evaluate, and visualize machine and production data at any time, including KPIs and machine availability. This allows companies to identify concrete potential for improvement.

Cloud-based monitoring solutions like Synexio enable operators to collect, evaluate, and visualize machine and production data, including KPIs and machine availability, at any time and on multiple devices.

Synexio comprises three packages with different functionalities. 'Empower', an upcoming addition to the Synexio portfolio, includes the extended collection and analysis of data, as well as access to web-based trainings or work instructions for the operation of Syntegon systems. Synexio is part of Syntegon's Service Agreements, which form the basis for effective plant and maintenance management at fixed prices. Among other things, this covers preventive maintenance work and online or on-site training by Syntegon experts.

1 https://business.libertymutual.com/insights/labor-shortage-in-manufacturing-causes-risks-and-solutions/, last accessed April 12, 8:44.