Robotics Customer Service - Innosoft · Robotics Customer Service Steffen Schmidt ... Machine data...

© 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