This White Paper contributed by Curtis Nelson, President of
Crystal Group Inc.
Case Scenerio:
You're proposing a "whiz-bang" new kiosk for a client that needs 500 units to be deployed
in a single network, on a national level. The client wants to generate revenue from these
kiosks and on top of his cosmetic / design requirements, the client wants you to provide
some type of system reliability metrics or guarantees. You've been in the kiosk business
for a long time, and you know the areas where reliability is an issue - printer failures,
network connections, system abuse, etc. But one of the most common failures, that is also
the most difficult to fix in the field, is the failure of the actual computer in the kiosk.
So how do you give your client comfort regarding reliability, given the fact that you are
working with remotely located PC computing solutions, often far from your location(s)?
With the penetration of computers
into most every corner or our business environment, we have come to see the computer as
a base level commodity - a necessary evil. We have come to believe that a computer is a
computer, and the only differentiator is price, when in fact there are significant
differences between PC computing platforms that relate to compatibility, reliability,
serviceability, flexibility, space efficiency, configuration control and remote management.
So if you are designing computer based kiosk systems and want to improve reliability, keep
reading, because the purpose of this white paper is to help you design computer reliability
into your development process.
Getting Started:
There are two basic activities that should take place in the computer selection process:
1. Determining all of the specifications that a computer will be required to meet.
2. Determining the vendor whom you will select to be your partner.
Both of these activities are equally essential to provide a quality product in the end. Buying
the right product from the wrong vendor or the other way around can have disastrous
consequences.
System Specifications:
After over a decade in the high-reliability computing business, it still amazes me when
the only system specifications presented consist of processor speed, memory capacity, hard
drive capacity, etc. There are many more items that are equally, if not more essential in
the specification process.
At Minimum, Specifications should include:
Hardware performance requirements
Operating System compatibility
Physical size and shape ("form-factor")
Thermal / environmental requirements
Power/utility requirements including backup power
Configuration control requirements-how long should the design be procurable without change
Remote manageability
Field serviceability
Reliability
Hardware Performance Requirements generally include:
CPU / processor brand & speed
BIOS
Cache & Memory
Hard drive capacity and type (EIDE or SCSI)
Non-volatile memory, such as Compact Flash™
I/O, Floppy, CD-ROM, NIC
Peripheral card needs; modem, etc.
Power supply type (AC or DC) and size (watt capacity)
When considering processors, Intel's X86 family remains the most common, followed by AMD, Sun,
and Motorola. The operating system and application selections will largely determine which
processor family to select. But once a brand has been selected, you need to determine how
long you would like to be able to purchase the same processor. In the case of Intel, specific
processors and their supporting chipsets are placed on what is called their "embedded" list,
which means that they will make that processor model and speed available for a minimum of 3
years, typically 5 (this is something you can check yourself by going to
http://www.intel.com/design/intarch/roadmap.htm.
Other speeds and chipsets, used mainly for desktop computers, may be available for as little as 6 - 12 months. So,
if you want to be able to provide a consistent product for a longer period of time without
re-qualifying your application, make sure you select a processor family, chipset, and speed
that is scheduled to last, especially if your client's application is in any way
speed-sensitive.
OS, and application software will determine cache, memory, and drive type and capacity needs.
I/O needs can be influenced by how you plan to load software, both initially and for
maintenance. If you do not need a floppy or CD-ROM once in the field, give strong
consideration to leaving them out of your specification as they add cost and size to your
system, and are the most likely components to fail. Portable SCSI or USB devices are available
for software maintenance, or you can rely on network installs and upgrades. I have seen too
many clients over the years install CD-ROMs and floppy drives unnecessarily, making the
overall computer package larger, more expensive, and less reliable.
If you are going to add specific peripheral cards, you need to know the type and model up
front to insure that the proper slot type is available, that the proper space is allotted,
and that adequate power is available. Power is the most commonly overlooked aspect of systems
design. Many make the assumption that the power supply provided by the vendor will
automatically provide adequate power to all the system components and available expansion
slots, and this is simply not true. It is essential that you have your computer vendor provide
you with a complete power analysis for the system you specify, including any peripheral cards
you intend to add, to make sure the system is designed to run and cool properly over the life
of the system. It seems simple, but we have seen clients unknowingly exceed the capacity of
their power supplies by adding additional cards, shipping the systems to locations around the
world, only to have them start to fail almost immediately - all because the power supply was
not properly matched to the system! AC power supplies (110 / 220 Volt) are commonly available
and DC (-48, +24 Volt) supplies are available from specialty vendors.
The last thing to remember when selecting hardware--do not OVERBUY! Make sure that you
are investing in technology that will meet your growing needs, but don't invest in the very
latest & fastest technology if your application doesn't need it or can't use the extra
features it provides. Doing so can impact your business in two ways: First, it costs more
money to buy "bleeding edge" technology, for example buying a Dual Pentium IV Xeon 2.0 GHZ
processor, when your application only needs single Pentium 233 performance. And second, early
release hardware or software technology has a higher chance of bug-related interruptions than
their more stable, field-proven predecessors. So for the sake of reliability and cost
management, make sure you specify stable, proven platform technology.
Operating system compatibility is also commonly overlooked. Make sure the computer is tested
compatible with the OS of your choice and that any drivers that you will need now or in the
future are commonly available. Your vendor should show a proven record of supporting your
client operating system, and at least its recent family revisions. If your computer vendor is
knowledgeable about your operating system, time to communicate requirements and issues will be
minimized.
Physical Size & Shape:
There are lots of options when it comes to the physical size and shape
of the computer unit. There are:
Standard tower cases or desktop units
19" rack mounted units, from 1U (1.75") in height and up. Height is usually determined by the amount of additional hardware required per computer.
Rectangular "Shoe box" style units are available in many sizes.
Custom designed chassis made to fit specific installation parameters
When considering size and shape, keep in mind how you will service the units in the field.
Will you send complete spares and return the units for repair? If so, you will need a package
that is easy for a typical employee to remove, pack and ship, and the easier you make it up
front, the less problems you and your client will experience in the future. If you want a
special form-factor that is not readily available, there are numerous vendors that will design
and manufacture a system to fit your specific needs. A little extra investment up front to
provide improved performance in the field can be a very good financial decision in the long
run.
Thermal / Environmental Requirements:
Often overlooked until problems arise, are the specific elements of the environment in which
the computers are required to operate. To begin with, proper cooling is always required.
Heat is the enemy of all electronic components--it shortens life, potentially reduces system
performance, and it causes service interruptions. Many times heat related issues are
misdiagnosed as hardware failures and new systems are installed back into an environment
that will cause the same failure again and again. First, the computer chassis must cool
properly and the vendor should be able to give you a guarantee / certification that the
internal operating temperature of the computer will not exceed "x" degrees above ambient
temperature (no more than 10 degrees C rise is reasonably standard). Next, you need to make
sure that the kiosk itself provides proper ventilation. It does no good to get a properly
ventilated computer and install it in an enclosure that isn't. All that will happen is that
the ambient temperature will continue to rise until the system fails. A good rule for kiosk
ventilation is to provide for more ventilation than the internal system requires. Your
computer vendor will be able to help you understand the airflow requirements of their system
as a benchmark. Remember to include printers and any other device that generates heat in your
design.
Be careful if you intend to use filters on your kiosk or the computer chassis. Filters that
are not cleaned on a regular maintenance schedule tend to actually end up blocking airflow
and causing failures. If filters are required due to the environment, then you should plan
for a way to remotely monitor ambient temperature rise in the system so that an appropriate
alarm can be set to remind the user to clean the filters before a destructive failure occurs.
Ask yourself these questions: 1. Do the installation locations dictate special needs? 2. Do they need to operate out-of-doors in Aspen in the winter (cold environment)? 3. Outside in Las Vegas in the summer (hot environment)? 4. On a cruise ship in the Caribbean (salty environment)? 5. In a subway or public transportation structure, with conductive dust?
Unless the kiosk is going into a climate controlled facility without airborne contaminants,
you need to make sure that your systems are designed to accommodate these specific
environmental requirements. If your computer vendor has design and analysis capabilities,
they should be able to help you design appropriate enclosures to insure proper computer
operation as well as advise you on the design of your kiosk.
Configuration control: A. Would you like to purchase the same computer configuration for 1 - 4 years? B. Do changes in computer configurations cause issues with your clients application or cause
you service headaches when replacement parts and procedures (and training) may be
revision-specific?
When it comes to purchasing a consistent computer platform, the timeframes over which this
is possible varies from as little as 30 days to as long as 4-5 years depending on the type
of vendor you select. If you select a mass produced desktop-type product, you may not get
consistent product for more than 1 - 6 months on average, as this type vendor makes frequent
changes to accommodate key price points. If you purchase your computers from a lower volume,
specialty computer vendor that designs and manufactures their own products, you can get
consistent products for up to 5 years or sometimes longer. You should also be able to get
adequate advanced notice of required changes from your vendor, so you have time to react to
and plan for them, instead of discovering unfavorable changes 2 days before installation. How
long do you need to reconfigure your application if notified that a hard drive or other
component is becoming obsolete? Configuration control does add to the purchase price, but
it reduces operational costs by more than the difference over the life of the product.
Remote Manageability: A. Will your kiosks reside on a network? B. Would you like to "browse" into them individually or as a group to provide system checkups? C. Would you like your kiosks to call, e-mail, or page you when they needed help?
(Paper out or jammed, box too hot, power failures, filters need changing, etc.)
There are remote management products available that allow you or your client to have complete
control over the kiosk on the network - all from a single location. Remote management can
reduce downtime while allowing you or your client to schedule proactive service visits which
ultimately saves money and improves customer satisfaction.
Field Serviceability:
As we discussed under form-factor, the design of your kiosk computer will dictate how easily
it can be serviced in the field. Computers are now available with a single docking station
that allows any employee to simply pull one computer out and slide a new computer in without
disconnecting or connecting any cables. This makes it possible to have store / location
personnel remove and return a computer for service and install a new computer without you or
your client having to dispatch an expensive service technician. If you provide for a computer
that is easy to handle, one that plugs in and out, and one with remote management
capabilities, your service issues & expenses will be reduced significantly!
Also consider: 1. What does your vendor offer for replacing a module that is deemed to be defective? 2. Do you plan to further troubleshoot the system yourself, either in the field or back at your
or your client's shop?
Vendors have different service policies and turnaround times-make sure you understand them
and if they are guaranteed or not. In general, the computer's manufacturer should understand
their product more completely and have more comprehensive troubleshooting tools than any
non-factory maintenance personnel or shop, but if fast turnaround is not offered by the
factory on repairs, taking advantage of the factory skill level may not be practical.
Keys for Success:
Computer system reliability is really a puzzle with multiple pieces. And like a puzzle,
if you are short pieces, you will come up with less than the most suitable system possible.
We have touched on a few of the pieces so far but at a minimum the following items are of key
importance:
The computer system must cool properly - if it doesn't cool, it won't last.
Every 10-degree C temperature increase will halve the system's reliability - see above.
The computer system must be matched to the environment - if it isn't matched,
it won't last - see above.
The hardware specifications must be based upon stable, configuration controlled
technology to insure consistent operation and a minimum of surprises- see above.
Power supply capacity must be matched to the system requirements - see above.
Remote management tools - to provide proactive pre-failure information,
lowering TCO (Total Cost of Ownership) - see above.
High quality system components - buying computer hardware from the low bidder
insures that you are getting the lowest quality computer components. For anyone that
says that all components are the same, consider the same argument with automobiles,
televisions, stereo equipment, etc. Computer electronics designed and manufactured based
upon quality have much improved life and performance specifications than do components
designed to meet a low price point as the main criteria. The differences come in the
actual circuit card level components, the design / layout of the circuit card, the layers
of the circuit card, and care in the manufacturing/assembly process. The same holds true
for memory modules, hard drives, power supplies, etc. As with all things, when it comes to
computers, you get what you pay for - make sure you pay enough to get the performance you
and your client are expecting. In most cases, the cost of one service visit is more than the
cost difference between a low and high quality computer platform. Industry metrics exist that
prove TCO is what ultimately matters, not procurement price.
High quality vendor support. As with components, if you pay less, you will more than
likely get less system support. Higher priced specialty vendors provide 24x7 technical
assistance, design consulting support, overnight parts availability, and in-field support.
In summary, you are experts in the design and implementation of kiosks. If you want
your kiosk computing platforms to perform to the level of your expectations, you need to work
with a vendor partner that is equally good at the design and implementation of computing
platforms. There is no such thing as a "generic" computer. Computers are very complex devices
with a multitude of things that can cause you problems. When you select your next computer
platform, make sure you get a complete puzzle, not one with missing pieces.
Curtis R. Nelson is President of Crystal Group Inc.®, Hiawatha, IA. Crystal designs
and manufacturers high reliability computer / server architecture for mission critical
applications. All Crystal products are designed and manufactured in the USA.
