Educational Challenges on Service Management – Horst Meier Slide 1 Educational Challenges on Service Management AIM 2007, Bari Prof. H. Meier Chair of

Educational Challenges on Service Management – Horst Meier Slide 1

Educational Challenges on Service Management

AIM 2007, Bari

Prof. H. MeierChair of Production Systems

Ruhr-University Bochum, Germany


1. Industrial Services

• History and definitions

• Economic demands and educational challenges

2. International study courses on service engineering

3. Service engineering in Bochum

4. Conclusions: Future demands on education



Development of industrial services

Service Marketing

Service Management

Service Quality

Service Engineering

Industrial Product Service Systems

1970 1980 1990 2000 2006


Product Service Systems

P

S

Past

„Service Products”Machine independent

service

Today

„Extended Products“

Machine oriented service

Future

„Product Service Systems”

Simultaneous and interfering product and

service engineering

P

S

S

S

P

P

S P

S P


Industrial Product-Service-Systems – IPS2:

An IPS2 is an integrated product and service offering that delivers values in use.

That means in detail:

IPS² is a new product understanding consisting of integrated product and service shares.

IPS² comprises the integrated and mutually determined planning, development, provision and use.

The option of partial substitution of product and service shares over the lifecycle.

This integrated understanding leads to new, customer-adjusted solutions.

IPS² enable innovative function-, availability- or result-oriented business models.

Rajkumar Roy, Cranfield, UK

Definition of Industrial Product-Service-Systems


1. Industrial services

• History and definitions

• Economic demands and educational challenges






Total market volume of the interviewed German business companies in the production machine and plant construction industry: 43,4 billion €:

Reference: Mercer Management Consulting 2003, Umfrage unter 200 Unternehmen des Maschinen-Anlagenbaus

trading with new machines (2,3%)

commissioninstallation

training

final inspection

spare parts andafter market equipment (18%)

repairingremedy of defects (11%)

maintenance

financial services

retrofitting

consulting (16%)

other

second hand machines(8%)

0%

5%

10%

15%

20%

25% 50% 75%

Pro

fit

in %

of

turn

ove

r

turnover

Turnover and profit


dissatisfaction of the consumer by increasing the level of technology Motivation for the supplier:

• rise of customer loyalty

• opening of new business fields

• development of market shares

• information about the use of its products to create innovations

Challenge for the supplier:

• create new business models

• to identify and evaluate chances and risks

• development of service processes

• industrialization and automation of services

• new understanding of products:

• innovative product-service-systems

• suitable development processes

Motivation for the customer

• focusing on core competences

• to make new technologies accessible

• reduction of capital lock-up

Challenge for the customer:

• to evaluate chances and risks

• identification of core competencies

• to calculate own processes

• openness to the supplier:

• transparent processes

• organization

• Internet (remote service)Ramp-UpSchulung

TeleserviceInstandhaltung

Simulation

optimierung

Modernisierung

...

ToolingMaintenance

Personnel

Prozessoptimierung

Supplies

...

MES / PPS

QA

Optimization

new

ser

vice

-bas

ed

busi

ness

mod

els

From Leadership in Technology to Leadership in Utilization


Challenges for Future Engineers

Understand and identify the real demands of the customers first Develop proper business models Innovation creation by integrated industrial product-service-systems Design service processes Modeling and simulation of digital service processes Establish a suitable service organization Industrialization of service processes (standardization and

automation)

IPS² DesignerIPS² Designer

CustomerCustomer

Service ProviderService Provider

SupplierSupplier

manual

semi-automated

automated

W W W


Educational Challenges

PP S

P S P S

S

P SP S

P

P SP S

S

Individual modules

Individual modules

Integrated Product-Service-

Modules

Integrated Product-Service-

Modules

Industrial Product-Service- Systems

Industrial Product-Service- Systems

ramp-Up

schooling teleservice

maintenance simulation

processoptimization

modernization

tooling

Paradigm shift for a new product understanding How to apply an integrated engineering process To teach suitable methods and tools for an

integrated product-service-engineering

• modeling and simulation of service processes

• automation by means of digital service processes

• real time service execution system

TR 29TR 29


International Educational Challenges

Customer Advantage Function-oriented Availability-oriented Result-oriented

Processes Network design Service Process design Communication and

Information technologies

Resources Qualification IT-Support Systems Locations

Educational Challenges Demand and risk analysis of international Business models Designing of service processes distributed world wide Establishing global service supply chains How to provide service processes time and place independent How to train and support global human resources best

Challenges of industrial services

Ramp-UpTraining

Teleservice

Maintenance

Commissioning

Process optimization

Upgrading

...

Current Chinese/German Research Project








International study courses

Master courses on “Service”:• Service Engineering and Management (Universidade do Porto)• Product-Service-Systems Design (Politecnico di Milano, together with

• Glasgow School of Art

• Köln International School of Design

• University of Art and Design Helsinki

• Les Ateliers/ENSCI Paris

• Konstfack - University College of Arts Crafts and Design Stockholm• State Academy of Art and Design Stuttgart

Other offers:

• Service engineering focusing the Information technology

• Building services engineering

• Service design as a part of business administration


Example for International Study Courses: Porto

Universidade do Porto:Master on Services Engineering and Management

• It aims at developing competences to conceive, design, implement and operate technology enabled service systems.

• English proficiency is required.


Example for International study courses: Milano

Politecnico di Milano: Master of Science in Product-Service-Systems Design

• It starts from the experience of the MEDes programme (Master of Science of European Design). This is a European network formed by six design universities in Europe, including the Politecnico.

• All tuition, examinations and subject materials will be in English








Service EngineeringFirst lecture summer semester 2007

1. Service based business models2. Procedure models and assigned methods3. Service process development4. Service management systems5. Remote service systems6. Augmented reality7. Service robotic8. Calculation and controlling9. Service contracting10. Industrial lectures


Business Models

product service

occurrence of IPS2

P S

function-oriented

availabilityoriented

result-orientiert

IPS2- use models

supplier

consortium

pay on orderpay on

availabilitypay on

production

value proposition

architecture of

value creation

turn over model


Specification of Innovative Business Models

Pay on production

Pay onavailability

Pay on service order

Turn over model

SupplierCustomerCustomeroperating personnel

SupplierSupplierCustomerService initiative

Function oriented

Availabilityoriented

Resultoriented

SupplierCustomerCustomerProduction

responsibility

SupplierSupplierCustomer/Supplier

maintenance personnel IP

S² s

peci

fic te

chni

cal,

orga

niza

tiona

l

and

qual

ifica

tion

dem

ands


Eight Step Procedure Model and Assigned Methods and Tools

VI. Implementation VII. Use by customers

VIII. Feedback

Con

trol

Gat

eControl Gate

Con

trol

Gat

e

Control G

ate

Control Gate

Analysis, validation and integration of

feedback

Build principle solutions

Identification und Analysis

Integrated design

Identify specifications

RequirementsP S

Customer

TR 29TR 29


Service Process Development

problem of the customerproblem of the customer requirements analysisrequirements analysis

Product Service System

customerprocesses

supplierprocesses

OEMprocesses

part processes

choice of optimal part process providerby criteria:- reaction time- abilities/competence- price- risk

serviceprocesslibrary

serviceprocesslibrary

The customer is always part of the process!


Elements of a Service Management System

Source: VDMA

InternetInternet

Asset-, Configuration-,

Contract-, Call-

Management,Dispatch

Remote service

Service Portal

•Customers

•Engineers

•Subcontractors

•Knowledge

Office Integration

Call Center

ERP-/PPS-System

Mobile service support systems


The use of modern information and communication technology combined with multimedia-based tools features the opportunity to achieve sustained improvement of the own competitive position in spite of great geographic distance.

OEM-ProducerOEM-Producer

Customer Customer

SupplierSupplier

In house expertsIn house experts

Fieldbus

LAN

LANControl center

In house experts

Video/Audio conferencing Helpdesk Application Sharing E-Mail Data transfer

Tools

Contracts Master data (Products, Customers, Suppliers) technical documentation Object list, drawings, circuit diagrams Software/-versions Failure database, knowledge base Installation reports

Data

Service-Management Project management Workflow-Management ERP/PPS

Organization

Remote Service Systems


Augmented Reality for Service: Technicians’ support

Source: C-LAB, Siemens AG

Overview of VR/AR technologies tools and methods Advantages and disadvantages of AR How to apply AR for industrial services How to establish an AR system Industrial examples

Tracker

Localization of parts and malfunctions

Disassembling / Assembling instructions


14 Law, contracts and pricing

14.1 Basic law of contracts• Comparison of relevant contract types• Basic principles of liability/responsibility

14.2 Contract types depending on the value proposition

14.3 Drafting of a service agreement

14.4 Example Remote service agreement

14.5 Calculating and pricing for service agreements

Vertrag kommt von vertragenAgreement is derived from „to agree“

Law, Contracts and Pricing


Industrial Contributions: e.g. Remote Service in Practice








Conclusions: Future demands on education

• Service engineering has to become a part of mechanical engineering (similar situation with industrial management in the past)

• First study courses and lectures on “Service” arise

• There are only a few proper methods and tools for an integrated product service engineering

• Business games and industrial examples can help to support the paradigm shift in product understanding

• There is a lack of special textbooks for students of mechanical engineering

• There is a need for international curriculums


Thanks for Your Attention

Prof. Dr.-Ing. Horst Meier

Chair of Production Systems

Ruhr-University of Bochum

D-44780 Bochum

Phone: +49 234/32-26310

email: [email protected]

www.lps.ruhr-uni-bochum.de


Service Robotics for Industrial Applications

Future Requirements:

Manlike kinetic skills (e.g. gripping)

Remote controlled or automatically controlled

Navigation in unknown dynamically changing surroundings

Mechanical interaction with humans: Safety features and equipment

Communicational interaction with humans

source: SFB588


Definitions on Service Engineering

The process of determining the integrity of material and services in order to measure and maintain operational reliability, approving modifications of design, and following through by conforming with specifications and standards.

Academic Press Dictionary of Science and Technology, 1995

The goal of Service Engineering is to develop scientifically-based design principles and tools (often culminating in software), that support and balance service quality and efficiency, from the likely conflicting perspectives of customers, servers, managers, and society. (Service Engineering is to be compared against the more prevalent Industrial Engineering and Service Management).

Avishai Mandelbaum, 1998


Introduction of my Chair

Engineering sciences combine basic and applied research for innovations.It is characterized by high interdisciplinary collaboration. Research in Industrial Production Systems involves technical, organizational and human aspects.

Human

Technique Organization

Goals of Production

systems

Quality Costs

Time

ProductionManagementProduction

Management

Manufacturing Execution Systems

Supply Chain Management

Digital Factory



Service Engineering

Remote Service

Service Supply Chain

Technologies andAutomation

Technologies andAutomation

Incremental Sheet Metal Forming

Ring Rolling

Selective Laser Melting

ManufacturerCustomer

LAN

Documents

Educational Challenges on Service Management – Horst Meier Slide 1 Educational Challenges on Service Management AIM 2007, Bari Prof. H. Meier Chair of