Eureka is a tip sharing system that has been deployed across the Xerox corporation to help maintenance representatives share their insights. Developed at PARC, it is a technological solution that has been tailored to their social needs. Solving a machine failure is a complex problem.
Many factors can influence a printer or a copier, such as age, environment, or defects.
The technical documentation is generally useless for these sorts of problems. But these solutions usually do not go beyond the local workgroup. The Eureka solution is a technical system that works the way this community works and extends it to the worldwide community. It has been designed to leverage new technologies while replicating the complex social behaviors of maintenance representatives. First deployed in France, it is now widely used in Canada and in the US, and has brought many benefits, including higher employee morale, better customer satisfaction and lower maintenance costs.