GLOBEMEN
E-Service Support System
Demonstration 6th plenary, December 2002
Helsinki
Gerhard Burger (ETH)
Ingo Hartel (ETH)
Martin Kauer (Bühler AG)
Motivation
• 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
Idea
• 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
The Service process of a Virtual Enterprise
Demo process
Customer
Self
Support
Customer
Service center
(Problem
Identification)
Consultation
with
Specialist
On Site
Service with
partners
Billing
Documentation
E-Service Support System
Customers
Internet
Service Web Site
Bühler Service
Center
Service-Station
Service-Kit
Mobile
Service Station
Bühler Service
Technicians and
Service Partners
Point-to-point
connection
Remote Support
Full Remote
Access to
Server
•
•
•
•
Service-Station
PDM-System
customer data
parts list
product structure
management of spare
parts list,
documents
(e.g. drawings)
Overview Demo System
public-Services
Service Portal
spec.-Services
Public area
Login MySmarTeam
Users
User specific area
(Login required)
Login SmartWeb
External
Applications
Partners,
Customers
Buhler Service
PC-Anywhere,
MS-Net meeting,
Existing diagnostic
tools of Buhler
Internet access
Public area and specific services
• Provides general Buhler
and general service
information
• Provides access to EService 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 (DDDocuments, 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
Class
„Buhler“
Class „DDProduct
Structure“
Class „DDDocuments“
DD
Product
structure
Business
Units
Product
module
Class
„Parts“
Parts
DDDocuments
SmarTeam / Data model
Class „Plants“
Class „SQ/FF Documents“
Plant
SQ
Project
Project Documentation Folder
FF
Project
Project Documentation Folder
CS
Project
Project Documentation Folder
SmarTeam
Data model
Class „SQ/FF
Documents“
Project
Documentation Folder
Geometric
Data Folder
Plant Structure
Folder
Plant Structure
Module
Class „DD
Product Structure“
Class „DD
Documents“
Documentation Main
Folder
Product
Family
CAD
Folder
Product
Product
Variation
Product
Module
Assembly
Part
....