E-Service Support SystemE-Service Support SystemDemonstration 6Demonstration 6thth plenary, December 2002 plenary, December 2002HelsinkiHelsinki

GLOBEMENGLOBEMEN

Gerhard Burger (ETH)Ingo Hartel (ETH)Martin Kauer (Bühler AG)

• After Sales Service is getting more and more a key success factor for Bühler

• Margin in plant sales tend to decrease

• Difficulties in offering quick service although a service network exists (number of service centers and number of service experts is limited)

• Broad variety of plants and machines which need specific knowledge

Motivation

• Concentrate service specific knowledge in one single source

• Enable customers to perform self support

• Supply customers, partners and own service personnel with specific service information

• Establish partnerships in service business and enable service partners to perform service

• Establish temporary partnerships depending on service task

• Use new ICT to provide partners with service data

SVE on the basis of E3S

Idea

SelfSupport

Service center(Problem

Identification)

Consultationwith

Specialist

On SiteService with

partners

BillingDocumen-

tation

Customer Customer

The Service process of a Virtual Enterprise Demo process

E-Service Support SystemE-Service Support System

Service-Kit

Customers

Bühler Service Technicians and Service Partners

MobileService Station

Server

PDM-System• customer data• parts list• product structure• management of spare

parts list,documents(e.g. drawings)

PDM-System• customer data• parts list• product structure• management of spare

parts list,documents(e.g. drawings)

Service-Station

Bühler Service Center

Service-Station

Internet Service Web Site

Point-to-pointconnection

Remote Support

Full RemoteAccess to

Overview Demo System

Login MySmarTeam

Login SmartWeb

ExternalApplications

spec.-ServicesPublic area

Service Portal

User specific area(Login required)

public-Services

Users

PC-Anywhere, MS-Net meeting,Existing diagnostic tools of Buhler

Partners, Customers

Buhler Service

Internet accessPublic area and specific services

• Provides general Buhler and general service information

• Provides access to E-Service World

• Provides access to user specific services and tools after registration

• User is provided with reduced amount of data in order to enhance clarity

• Data is structured in a way to additionally support user self support

Internet Acces / Buhler Service Technician SmartWeb

SmartWeb(Buhler Service Technician)

• Full access to the Buhler PDM system via Internet Browser

• Reserved access channel for Buhler service personnel

• Full access to plant SQ/FF as well as CS and DD data (DD-Documents, DD-Structure)

• Provide Buhler Service Technician with all available plant and machine data

• Data is structured according to a service point of view

• Search for different types of documents (like check lists etc.) or information (e.g. all pellet mills of customer „XYZ“)

Internet Access / Customers and Partners MySmarTeam

MySmarTeam(Customers and Partners)

• Definition of different user communities (e.g. customer, partner)

• Each user community has access to data adjusted to its needs, its knowledge and its expertise

• Data is structured in a very simple way to allow also the unexpirienced user to find necessary information

• Possibility to define temporary communities in order to allow service partners to access to predefined sets of information regarding a specific service task

SmarTeam / Data model

BusinessUnits Product

module

DDProductstructure

DD-Documents

Parts

Class „Buhler“

Class „DD-Product

Structure“

Class „Parts“

Class „DD- Documents“

Plant

SQProject

FFProject

Project Documen-tation Folder

Class „Plants“ Class „SQ/FF Documents“

Project Documen-tation Folder

CSProject

Project Documen-tation Folder

SmarTeam / Data model

Geometric Data Folder

Project Documen-

tation Folder

Plant Structure Folder

Class „SQ/FFDocuments“

Plant Structure Module

SmarTeamData model

Class „DDProduct Structure“

Product

Product Family

Product Variation

Product Module

Class „DDDocuments“

CAD Folder

Documen-tation Main

Folder

Assembly

Part

....