The role of the installer in the process of implementing TSB, or About the culture of installation.
In this issue with you: Artem OSOKIN, technical specialist of Wizebox
Alexander LARIN, CEO of Vostok – Special Systems CJSC
Oleg BATMANOV, chief designer of the Electronic Systems Association, FORS Research Center
Vyacheslav TESAKOV, CEO of the Ravelin Group of Companies
Alexey KOCHETKOV, CEO of TeleSvyaz SSB
Question for discussion
The impact of installation quality on the efficient operation and reliability of the entire system.
Artem OSOKIN:
The quality of installation and adjustment of television cameras directly affects the reliability and efficiency of video surveillance systems.
Outdoor video surveillance cameras operate in conditions of significant daily fluctuations in illumination (changing hundreds of thousands of times) and weather-related changes in the background of the observed objects (from wet asphalt to blinding white snow). The quality of the camera image must always record changes occurring in the observation zone.
In connection with these requirements, television cameras must be adjusted by qualified workers in rooms that provide comfortable conditions and the ability to use tools. After adjustment, the television camera is mounted in a thermal housing and installed at the facility in this form, which allows avoiding such unpleasant phenomena as condensation on the viewing glass of the thermal housing (the effect of «fogging» of the glass).
It should be noted that errors in camera setup and installation usually occur at the most inopportune moments: at night, in winter or rainy autumn.
Alexander LARIN:
The quality of installation has a decisive influence on the operation and reliability of the security system. This is so obvious that there is not much to say to develop the topic. Although, despite all the obviousness, as practice shows, not all installation organizations are able to understand that the installation they have performed is of poor quality. This is especially true for the installation of perimeter equipment.
Oleg BATMANOV:
This is probably one of the main factors influencing the efficiency and reliability of both individual elements and the entire system. A modern security system includes many individual devices connected by interface communication lines. One poor-quality soldering or connection in a communication line, as well as a poor-quality cable, can lead to the quality of information transfer deteriorating so much that the reception or transmission of messages between elements will be accompanied by numerous errors. No noise-resistant protocols can solve this problem. It is clear that in such a situation, at best, it will be impossible to control the system in full, and at worst, an alarm will be missed. Poor-quality installation of the linear part, in turn, can lead to multiple false alarms or even failure of the system equipment. Material losses in such situations can many times exceed the difference in the cost of high-quality and low-quality installation, especially when it comes to fire alarm and fire extinguishing systems.
Vyacheslav TESAKOV:
You can answer in one phrase — it is decisive. In case of low-quality installation, any, even the highest quality equipment will work with failures.
Alexey KOCHETKOV:
High-quality installation and commissioning eliminate at least 80% of possible problems during operation of any security system. The remaining 20% depend on the type of equipment and its quality. It is very difficult to understand the causes of a system malfunction at the facility in the case of obvious poor-quality installation. The number of possible causes of a malfunction in this case increases exponentially. To eliminate them, a lot of labor will be required.
Question for discussion
Do we know how to write and read instructions?
Artem OSOKIN:
The degree of perception of information largely depends on how the instruction is written. The main task when compiling any instruction, in my opinion, is the accessibility and correctness of the information. It is very important that the user does not miss the most important points. Instructions written even in approximate accordance with the requirements of the Unified System for Design Documentation for operating documentation grow to the size of a multi-page brochure, the study of which requires time and a calm environment. Our experience has shown that when reading such instructions, the user can miss important points, which, in turn, leads to errors in installation. Currently, the delivery set of our equipment includes an extremely clear instruction containing all the necessary information, technical specifications in tabular form, visual graphic and illustrative materials, as well as a link to an Internet site with a more detailed technical description.
Alexander LARIN:
We can't write, we don't want to read. According to an old Russian habit, first we have to turn all the knobs, press all the buttons, and when black smoke starts pouring out of the device, we remember that the operating (or installation) manual was «lying around somewhere». Very often, installation companies try to install equipment at a site where the operating conditions go beyond the restrictions specified in the instructions. Or use it for purposes not specified in the same instructions. And then they are sincerely indignant and say that the equipment is bad, of poor quality. For some reason, no one thinks to scold «Mercedes» for the fact that it can transport very few bricks in one trip…
And the quality of technical documentation leaves much to be desired. Sometimes the text is written in such a way that even a specialist with a PhD cannot understand something (maybe that's why it is not fashionable to read?).
Oleg BATMANOV:
Unfortunately, it must be admitted that it is not. Often, instructions are written from the developer's point of view, and many important points seem to him not worth mentioning. The user may not have the same completeness of knowledge as the developer, and has difficulty perceiving the text of the instructions. It is also important that in some cases the instructions do not describe the rules for installing and configuring the equipment in the correct sequence, but only provide detailed information about the capabilities of the device in a random order.
They also don't like to read instructions. As the saying goes, if all else fails, try reading the instructions. Of course, the lack of time when setting up systems, the large volume of documentation, and sometimes the low qualifications of the staff have an effect. Many installers do not read instructions on principle, preferring to set up systems based on the «intuitive interface» and their experience, and in case of failure, immediately call the manufacturer's technical support service.
Vyacheslav TESAKOV:
If we speak from the point of view of our company as an installer, then, of course, yes, since we have a special technical support department whose responsibilities include reading and writing instructions that are understandable to users. But since our company also carries out wide sales, then, of course, no. Many of our installation organizations begin to read instructions only when something does not work for them. At that moment, they learn a lot of new things: what kind of cable should have been used to lay the route, how the devices should have been connected, and that they still need to be programmed. It gets to the point that the specialists of our technical support department, based on telephone comments, are forced to give advice on how to get out of the situation, or dictate the order of programming devices. But in general, the situation is seen as follows: manufacturers try to write the most detailed instructions possible, with diagrams, etc., while they become very difficult to use, since they turn into entire books, and installers try to minimize the time spent on reading them by receiving consultations over the phone. As a result, it can be safely stated that the instructions are read mainly by the technical support departments of trading houses and employees of large installation organizations.
Alexey KOCHETKOV:
As a rule, Russian installers provide the customer with a full set of documentation upon completion of work at the facility, including operating instructions for the system. Another issue is that for some customers, instructions need to be prepared individually, “adapted to the customer,” to the persons operating the system. Installers and engineers can now, almost without exception, understand any equipment instructions. The exception is inexperienced employees of companies that specialize in a particular brand.
Question for discussion
What to do if the customer asks to install a system that the installation organization has never worked with before?
Artem OSOKIN:
In such cases, I would recommend choosing products from a well-known manufacturer who can provide advice on installation and basic operating principles of the equipment, since installing a system that the installation organization's specialists have no idea about can lead to a breakdown or additional troubleshooting work, which can affect the customer's trust.
Alexander LARIN:
Tell the customer about this honestly and, if he insists, invite specialists at least to supervise the installation.
Oleg BATMANOV:
I don't think this is a big problem for a serious installer. Firstly, you can look at the characteristics of the proposed system and, if they allow you to implement more functions or are more flexible, consider using it at other sites in the future, then studying a new system will be economically justified. Secondly, you can always select a system with similar or superior parameters and try to convince the customer of the inappropriateness of the solution they offer. Thirdly, you can agree with the customer, providing a sufficient reserve in terms of timing and financial costs for installation, taking into account the costs of studying and purchasing system elements, if the official supplier of the organization does not sell such equipment.
Vyacheslav TESAKOV:
There are two options. The first is to invite an organization that has worked on the project as a subcontractor. And the second is to learn it yourself. Moreover, if the company is thinking about its future, then this option is more preferable, since the qualifications of employees are a serious competitive advantage for the installation organization.
Alexey KOCHETKOV:
You should take on any job only if you are 100% confident in your abilities. Therefore, if the system is not yet familiar, try to get as much information about it as possible from the manufacturer or distributor and only after a detailed study make a decision.
Question for discussion
The role of the relationship «installer — manufacturer (distributor)» in the process of project implementation.
Artem OSOKIN:
The importance of the relationship between the manufacturer and the installer is difficult to overestimate. Maintaining feedback brings tangible benefits primarily to our client. The installer learns about the features of the equipment and new technical solutions, about the optimal operating conditions and rules for installing the equipment. The manufacturer, in turn, receives timely information from its client about the features of using the equipment, which allows for the rapid optimization of the process of new developments and production.
Alexander LARIN:
The manufacturer (distributor) MUST provide technical support for the equipment sold. Most distributors work according to the «sold — forgotten» scheme. This practice is absolutely unacceptable for technically complex equipment, so we always try to get as much information as possible about the object and the expected operating conditions. We also try to keep the object with our equipment installed on it in our field of vision. Among other things, this gives the manufacturer invaluable statistical material about the operation of the equipment over a long period of time in real conditions, which is not always possible to obtain at the testing ground and especially in laboratory conditions.
Oleg BATMANOV:
This role is quite important, since, for example, the project implementation timeframes directly depend on the equipment delivery timeframes. The quality of the equipment offered, the possibility of repair and warranty service are also guaranteed by the distributor. The installer, in turn, provides feedback with the installation objects. This helps the distributor or manufacturer make changes to the product range, their functional characteristics and improve the quality of the products offered.
Vyacheslav TESAKOV:
In my opinion, any self-respecting distributor should have a technical support service that would train and conduct seminars for installation organizations, as well as provide direct consultations. Moreover, as far as I know, some distributors help their authorized installation organizations at the design stage, trying to minimize the risks of incorrect and ineffective use of their equipment.
Alexey KOCHETKOV:
In the process of implementing any projects, you need to be confident in the possibility of prompt and professional consultations with the manufacturer (distributor of the trade mark), because in any security system during the installation process there may be many pitfalls.
Question for discussion
The main factors influencing the quality of work performed by the installation organization.
Artem OSOKIN:
Constantly maintaining the qualifications of employees at a high level, following the developed design documentation and recommendations of the TSB manufacturer, choosing reliable, proven equipment.
Alexander LARIN:
Qualification of performers, strict adherence to instructions. The most important thing is not to be shy about asking the manufacturer for help.
Oleg BATMANOV:
I see several key factors. These are the qualifications and experience of the staff, sufficient number of staff to implement the project, the project implementation timeframe and its cost. It is clear that the experience and qualifications of the staff directly depend on the length of the organization's work in the market, its costs for staff training and the absence of staff turnover, that is, on the size of the salary and social security of employees. The number of staff is usually determined by the average statistical workload of the organization during the year and is unlikely to change much for each project. Of course, you can involve a subcontractor, but for this you need to be sure of the sufficient qualifications of its staff. The terms and cost of implementation should allow you to purchase high-quality equipment that will be installed without haste. For complex systems, you should also have a reserve of time for setting up equipment and software products.
Vyacheslav TESAKOV:
Firstly, it is the qualification of the employees, that is, the company having its own design and technical support department. Secondly, the quality control system organized at the enterprise. Thirdly, the availability of a qualified group of employees to carry out commissioning works. Fourthly, it is the use of high-quality materials for installation.
Alexey KOCHETKOV:
First of all, the qualification and experience of the personnel. Secondly, the quality and reliability of the equipment and communication lines. Thirdly, the readiness of the facility and the working conditions at the facility.
Question for discussion
Is poor-quality installation a Russian slapdash or insufficient qualification of the installers?
Artem OSOKIN:
The domestic market of TSB is developing rapidly, involving specialists who will definitely become high-class professionals. This circumstance should be taken into account by everyone, including TSB manufacturers. It is no coincidence that many companies, including ours, produce products that are ready for final use. This significantly contributes to increasing the productivity of installers.
Alexander LARIN:
There is a real problem with qualifications now. But if the installers have low qualifications and know about it, it is not so bad, you can teach and give advice… It is much worse when the installation organization, without having the proper grounds for this, is confident in its qualifications. For example, specialists in the field of laying cable networks in buildings bravely undertake the installation of a complex perimeter system and even brush off the manufacturer's recommendations, like we know better than you. The result is leaking couplings, an incorrectly installed sensitive element, a ruined system. And Russian slapdash is a consequence of both low qualifications and lack of responsibility, and the desire to cut down (not earn!) a lot of money with little cost. But the last two points are generally typical of Russian reality.
Oleg BATMANOV:
Both. Unfortunately, many organizations have high staff turnover and, as a result, low requirements for newly hired specialists. Lack of experience does not contribute to improving the quality of installation, and low salaries do not allow stimulating the quality of work. The desire to do more objects in a short time is often realized at the expense of lower installation quality. Slapdash is also present, but it is usually eliminated in the absence of the above-mentioned points. Another factor is the complexity of security systems. This not only complicates a detailed study of the system, but also allows you to justify installation flaws by software failures in devices and computers.
Vyacheslav TESAKOV:
Most often, this is the hope for a Russian chance, the usual laziness of the employees of the installation organization and a huge desire to grab more money for wages. However, a new trend has now emerged — a general decrease in the level of knowledge of employees of installation organizations, associated with a decline in the quality of education in the country.
Alexey KOCHETKOV:
Poor quality installation is primarily a consequence of poor engineering supervision of the facility and the use of unskilled installers.