robotics customer service - innosoft · robotics customer service steffen schmidt ... machine data...
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© ABB Automation GmbH August 11, 2009 | Slide 1
RoboticsCustomer Service
Steffen Schmidt – 25 Juni 2009
© ABB Automation GmbH August 11, 2009 | Slide 2
Robotics ABB Overview
© ABB Automation GmbH August 11, 2009 | Slide 3
Facts about ABB
� Headquarters: Zurich, Switzerland
� About 120,000 employees in around 100 countries
� Listed on Stockholm, Swiss and New York exchanges; traded on SWX Europe
© ABB Automation GmbH August 11, 2009 | Slide 4
What we offer: Divisional structure and portfolio
Range of ultrahigh to medium voltage products; distribution automation products; transformers
Power Products
Power Systems
AutomationProducts
ProcessAutomation
Robotics
34,000 employees
16,000 employees
36,000 employees
27,000 employees
5,000 employees
Electrification and control for power generation; transmission grid solutions; substations; network management
Low-voltage products, drives, motors, power electronics and instrumentation
Control systems and application-specific automation solutions for process industries
Robots, peripheral devices and modular manufacturing solutions for industry
2008 employees per division
© ABB Automation GmbH August 11, 2009 | Slide 5
Robotics division
Markets served
� Automotive and their Tier 1 suppliers
� General industries including foundry, metal fabrication, plastics, electronics, consumer industries, food & beverage, machine tools, solar, pharmaceuticals & chemicals, wood
Key deliverables
� Robots, application equipment and software
� Standardized manufacturing cells for material handling, machine tending, welding, cutting, painting, finishing, etc.
� Engineering for systems in press automation, body-in-white, paint processes, power train assembly
� Product & systems service
© ABB Automation GmbH August 11, 2009 | Slide 6
Robotics DivisionKey facts
� 2008 Facts
� 5000 employees in over 45 countries
� Headquarters in Shanghai, China
� Manufacturing in Europe, Asia & America
� Sales & service operations in over 45 countries & more than 100 locations
� Introduced painting robots in 1969 and the worlds first commercially available electric robot in 1974
� Over 160,000 robots installed worldwide at end 2008
© ABB Automation GmbH August 11, 2009 | Slide 7
Global service organisation - 1500 EmployeesPresent in 45 countries - in more than 100 locations
Americas 289 Europe/MEA 1056 Asia/Pacific 171
© ABB Automation GmbH August 11, 2009 | Slide 8
1. Faster ramp-up during commissioning
2. Increased uptime at lower cost:� by immediate response and diagnostic in case of unplanned stops
� by transforming from preventive to predictive maintenance
3. Robot program back-up, securing business continuity
4. On-line access to robot condition status and reports
Commissioning Life of installation
TraditionalLife-Cycle
Service Agreements& Training
Productivity Improvement
Partner Support Package
Maintenance Package
Response Package
Warranty Package
Global service; a total lifecycle approachBased on “Remote Service” technology
© ABB Automation GmbH August 11, 2009 | Slide 9
ServiceService agreements
Service Agreement Packages offer you measurable res ults
1. Maintenance Package
� Maximize the Mean Time Between Failures of your equipment
2. Response Package
� Minimize the Mean Time To Repair when stoppages do occur
3. Warranty Package
� Control the Total Cost of Ownership of your investment in robots
© ABB Automation GmbH August 11, 2009 | Slide 10
ServiceParts & logistics
It’s all about the right part in the right place at the right time
� Over 20,000 spare parts available
� Upgrade kits
� Accessibility 24/7
� Inventory management
� SmartSpares
� PartsOnline
© ABB Automation GmbH August 11, 2009 | Slide 11
ServiceCertified refurbished robots
� Refurbishment programs for customer owned equipment
� Large global inventory of used robot systems
� Rebuilt to factory specification - using original parts
© ABB Automation GmbH August 11, 2009 | Slide 12
Robotics Project “3 Day to Invoice”
© ABB Automation GmbH August 11, 2009 | Slide 13
Field Service Process - Target“3 Day to Invoice”
Each country Service Organization should send the correct invoice to the customer
maximum 3 days
after the service job was done.
© ABB Automation GmbH August 11, 2009 | Slide 14
Why move to a mobile solution?
� Many companies gained efficiency improvements in field service processes using mobile technology
� Benchmark of 180 companies‘ field service units in high tech, discrete and process manufacturing as well as utilities industries using mobile solutions
© ABB Automation GmbH August 11, 2009 | Slide 15
Current obstacles in the field service process
� Different processes in each country
� Several systems to manage information � Double entry of information, because of lacking system connectivity
� Time lag in processing paperwork and sending back the data: 1-3 weeks
� Additional time lag of up to 3 weeks for invoicing
� Lack of customer, product and service information in the field
� Lack service history available
© ABB Automation GmbH August 11, 2009 | Slide 16
Project ObjectiveOptimizing of service job’s
� Assure Optimal Field Operation process Optimal Resource Scheduling
� Electronic Service Reports, paperless Office
� Fast invoicing
� Tracking Installed Base Development
� Centralized Failure & Route cause analysis – Knowledge Database
� Service Agreement Tracking
� Integration of IT system landscape
CallHandling
Management MaterialPlanning
ResourcePlanning
Preprocessing
Servicejob
on-site
Postprocessing
© ABB Automation GmbH August 11, 2009 | Slide 17
Mobile Field Service Solution Workflow Technical information
from Webconfig
Failure from Remote Service
Material information From POL
My Robot
Technical SupportJob Evaluation
Resource PlanningMFSS
Send Order to FSEMFSS
•Capture Real Data •Service Job on Site•Hour expenses•Electronic SignatureMFSS
Electronic Report
PDF to My robot
ERPSAP
Customer Calls
InternetUMTS
Automatic Invoice3 days
© ABB Automation GmbH August 11, 2009 | Slide 18
Major benefits
� Fast implementation of Electronic service report, and 3 day invoice process worldwide
� Implement a common way of working
� Transfer information real time to FSE
� Increase productivity
� Real Time access for FSE
� Access to Remote Service Center
� Eliminate paper
� Create a history per robot
� Differentiate to small companies
� Global Overview of Installed Base Dev, service agreements, Maintenance status, Route Cause analysis
© ABB Automation GmbH August 11, 2009 | Slide 19
Cost & ROI per standard country
� Program adaption/training/implementation – one time
� Licenses program modules – one time
� Running costs sum
� Maintenance program modules per year
� central server hardware per year
� Administration & support per year
© ABB Automation GmbH August 11, 2009 | Slide 20
Status Mobile Field Service After 2 year’s preparation
� GATE 5 prepared
� Review Benefits & costs
� Support model chosen
� Pilot assessment done
� Rollout plan established and agreed
� Roll out checklist & standard delivery documentation
� Maintenance program modules per year
� Standard functions & features established
� SAP interface test phase in Germany ongoing
� Coordination with MSA project ATG/DE using same functions & interfaces
© ABB Automation GmbH August 11, 2009 | Slide 21
Standard delivery Mobile Field Service
� Back office Scheduling� Order, invoice, contact & technical data
� Professional scheduling with / without ERP
� Machine data & technical documents include RSI & notification
� Service & address history, part lists, warranty handling
� Mobile client - Technician� Times (arrival, departure, work times) Travel expenses
� Parts (consumables, return , replaced, tools)
� Standard fault codes according tech. database
� Master data technical & commercial
� Remarks tracking, Last service history, SI (RSI/TSI ) information
� Standard data forms for common service process
� Back office Project Management System� Overview of all activities & calls at customer
� Deep technical view of installed base
© ABB Automation GmbH August 11, 2009 | Slide 22
Optimal resource planningwith scheduling tool
NN
P & S of internal (not customer accountable) jobs
Gantt Chart view with drag & drop functionality for planning of service jobs
Notification of SE when schedule changes occur
Additional features' of ABB needs are implemented
Consider personal time schedule of SE by P&S softwareConsider professional skills of SE by P&S software
•Machine architecture•Internal technical SI information•BackUp delivery/storage•OnCall handling•Warranty handling•Special Notification’s•Additional report’s•Diverse special view’s
Capability to plan & schedule jobs done by service teams
Using 80 % of standard functions
Project oriented tasks can be planned with NN-SE
supported by
Consideration of requests / changes / job denials made by Mobile Work Environment (MWE)
© ABB Automation GmbH August 11, 2009 | Slide 23
Electronic Service ReportSingle entry of information
� On Site Data gathering
� Working hours
� Spare parts
� Expenses
� Faults
� Open Leads
� Electronic Signature
� Wireless transmission of
report to ABB and Client
� Back office integration (data from service report is used to create invoice automatically)
supported by
© ABB Automation GmbH August 11, 2009 | Slide 24
Electronic Service ReportSingle entry of information
supported by
© ABB Automation GmbH August 11, 2009 | Slide 25
3 Day to Invoic Invoice Key Factors Statistics Feedback of Service information
supported by
0
10
20
30
40
50
Count of receipts total = 537 target # 69 percenta ge = 12,85% - mostly long term projects -
Day
's fe
edba
ck re
ceip
t
Receipt feedback Days Target 3 days
© ABB Automation GmbH August 11, 2009 | Slide 26
3 Day to Invoice Key FactorsStatistics Absorption information
supported by
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Sum
Absorption by week
© ABB Automation GmbH August 11, 2009 | Slide 27