Documented first rate: PTC streamlines product info delivery for Nikon Precision

Nikon selected the PTC Arbortext service manual application for its out-of-the-box capabilities for creating, publishing, and delivering technical service information. Using Arbortext, Nikon plans to improve first-time fix rates and reduce machine downtime.

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Photolithography equipment maker Nikon Precision will use PTC ’s Arbortext Product Information Delivery software to streamline service manual editing and publishing processes. The goal is to give field service technicians precise information for diagnosing problems and performing maintenance and repair.
Nikon Precision equipment is customized and built based on individual requirements. The technical documentation to support this equipment can reach more than 3,000 pages and include many illustrations to guide a technician through a maintenance-and-repair procedure. Historically, this documentation was only available in print or large-size PDF files located on several Web portals. As a result, Nikon’s field service technicians spent 20 percent to 30 percent of their time with a customer searching for documentation to find the precise information needed to maintain and repair the equipment.
Nikon Precision needed to be able easily search, reuse, and publish information in multiple formats, and documentation had to be easy to access since field service technicians often were onsite with customers when the information was needed. Nikon selected
“Information quality and the capability to deliver product and customer-specific information to service technicians play a critical role for the success of organizations like Nikon Precision,” says Peter Velikin, director, product and market strategy, PTC.