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Transitioning to Whole Life Customer Support Solutions19th November 2003
Transitioning to Whole Life Customer Support Solutions19th November 2003
Charles Hughes - Director of Customer Service ProvisionRolls-Royce plc, Defence Aerospace
Product Life Cycle Support –Managing Knowledge Integration
Transitioning to Whole Life Customer Support SolutionsTransitioning to Whole Life
Customer Support Solutions
Rolls-Royce plc
A high-integrity engineering group operating in civil aerospace, defence, marine and energy markets worldwideA high-integrity engineering group operating in civil aerospace, defence, marine and energy markets worldwide
Defence Aerospace
Holds a strong position in all key defence market sectors - combat, STOVL, light-attack, trainer, transport, helicopters, maritime reconnaissance and aerial surveillance
Holds a strong position in all key defence market sectors - combat, STOVL, light-attack, trainer, transport, helicopters, maritime reconnaissance and aerial surveillance
More than 160 armed forcesUnique VSTOL experienceMore than 160 armed forcesUnique VSTOL experience
Participating in principal new programmesInnovative supporting servicesParticipating in principal new programmesInnovative supporting services
Rolls-Royce & Customers major UK sites
NewcastleNewcastleGlasgowGlasgow
BristolBristol
DerbyDerby
EdinburghEdinburgh
SunderlandSunderland
AnstyAnsty
London (Company HQ)London (Company HQ)
BarnoldswickBarnoldswick
BedfordBedford
WolverhamptonWolverhampton
PershorePershoreConingsbyConingsby
Aircraft Manufacturing BasesAircraft Manufacturing Bases
Main Operating BasesMain Operating Bases
KinlossKinloss
ValleyValley
YeoviltonYeovilton
LuecharsLuechars
St MawganSt Mawgan
MarhamMarham
WitteringWitteringCottesmoreCottesmore
Data Flows (example)Data Flows (example)
Worldwide aerospace operation and support
Registered offices
Residentrepresentation
Over 250 representativesSupport for over 70 repair bases
Parent company andmajor facilities
Product Life Cycle Support –Managing Knowledge Integration
Rolls-Royce like any business has to: • Create• Collect• Analyse /Use • Exchange and Deliver data
In order to produce its Products and Service’s
To deliver
Support Solutions
Rolls-Royce like any business has to: • Create• Collect• Analyse /Use • Exchange and Deliver data
In order to produce its Products and Service’s
To deliver
Support Solutions
PLCS will fully support these elements
Total Support Packages
Tailored support from a full range of services,including fully integrated total support packages.Tailored support from a full range of services,including fully integrated total support packages.
Data Management, including predictive modelling
Maintenance, Repair and Overhaul, including Engine Health Monitoring
Engine and parts supply
Technical Information
Maintenance Capability Support
Training
Asset Management
Innovative
Support
and
Business
Arrangements
Innovative
Support
and
Business
Arrangements
Extended Enterprise ofOEM’s, Customer, Partners
and Suppliers
Enterprise Integrationthrough dedicated networks
Domain specific information systems
(e.g. CAD, MRPII, Planning)Dep
tEn
terp
rise
Cus
tom
ers
Part
ners
Tier
1
Supp
liers
Tier
2Su
pplie
rs
Exte
nded
Ent
erpr
ise
Inte
grat
ion
Product Life Cycle
Internet-based architecture and federated data models make possible implementations involving thousands of users across many sites
Concept Assessment Demonstration Manufacture In-Service Disposal
In Service SupportIn Service Support
Product Lifecycle Management (PLM)
Product Life Cycle Support (PLCS)
PLCSDomain
Product Life Cycle Support (PLCS)D
ept
Ente
rpris
eC
usto
mer
sPa
rtne
rsTi
er 1
Su
pplie
rsTi
er 2
Supp
liers
Exte
nded
Ent
erpr
ise
Inte
grat
ion
Product Life CycleWhen set against a timeline – the picture looks more like this!
C A D M In-Service D
PLCS DomainDesign for
SupportabilityIn Service Support andOperational Feedback
Typically 25 – 50 years Operational Life5 – 10 years
MRMS meets customer driven opportunities
Commodity Commodity ServiceService
Spey in Nimrod MR2
Spey in Nimrod MR2Gnome
in Sea King Gnome
in Sea King
Adour in Jaguar
Adour in Jaguar
Pegasus in Harrier
Pegasus in Harrier
MFTSPDSCi MFTSPDSCi
RB199 in TornadoRB199 in Tornado
EJ200 in Eurofighter
EJ200 in Eurofighter
Customer Risk Customer Risk Service Provider RiskService Provider RiskSelf TrustSelf Trust Team TrustTeam Trust
TRADITIONAL SUPPORT
CAPABILITYAVAILABILITY
SPARES INCLUSIVE
Product Life Cycle Support –Managing Knowledge Integration
Flight Deck(Control Room)
Logistic SupportModel
EngineeringModels
LCCModel
ForecastingModel
DATA WAREHOUSE
Basic AlgorithmsEn
terp
rise
Res
ourc
e Pl
anni
ng
Cus
tom
erR
elat
ions
hip
Man
agem
ent
Prod
uct D
ata
Man
agem
ent
Serv
ice
Dat
aM
anag
emen
t
Available within Rolls-Royce and Accessible byMoD for data andInformation storage
Available within Rolls-Royce and Accessible byMoD for data andInformation storage
Models and basic automated analysisavailable and being
developed
Models and basic automated analysisavailable and being
developed
In developmenttoday
In developmenttoday
IntegratedSystem enables
proactivemaintenance
through healthmonitoring &
forecastusage
IntegratedSystem enables
proactivemaintenance
through healthmonitoring &
forecastusage
Integration of all these parts will provide in-
service PLM capability within a
digital environment
Integration of all these parts will provide in-
service PLM capability within a
digital environment
PLCS
PLCS
PLCS
PLCS
Product Life Cycle Support –Managing Knowledge Integration Business BenefitsTypical Business Schematic Without PLCSTypical Business Schematic Without PLCS
ERP
PartnersJV’s
Supplier
CRM
PDM
SDM
Bespoke Bridges
Supplier
Supplier
Supplier
Collaboration
Contractors
RSP’s
Customer
Customer
Customer
Customer
OBU’s R&OEvery bespoke bridge is anadditional cost to create and maintain and a source of confusion and mistakes
ERP - Enterprise Resource Planning PDM – Product Data ManagerSDM - Service Data Manager CRM – Customer Relationship Manager
ERP - Enterprise Resource Planning PDM – Product Data ManagerSDM - Service Data Manager CRM – Customer Relationship Manager
Product Life Cycle Support –Managing Knowledge Integration Business BenefitsWith PLCSWith PLCS
ERP
PartnersJV’s
Supplier
CRM
PDM
SDM
Supplier
Supplier
Supplier
CollaborationRSP’s
Customer
Customer
Customer
Customer PLCSPLCS
PLCS
PLCS
PLCS
PLCSPLCS
PLCS
PLCS
PLCS
PLCS
PL CS
PL CS
Contractors OBU’s R&O
PL CS
PL CS
PL CS
Typical Business SchematicTypical Business SchematicPLCS BridgesPLCS BridgesPLCS
Integrated supply chain design
The key elements to enable an integrated supply chain are ……– Mapping the processes– Integrated information flow– End-to-end responsibility and
accountability – customer focus– Comprehensive skill sets– Capability assessment– Agility
The key elements to enable an integrated supply chain are ……– Mapping the processes– Integrated information flow– End-to-end responsibility and
accountability – customer focus– Comprehensive skill sets– Capability assessment– Agility
PLCS will fully support these elements
Product Life Cycle Support –Managing Knowledge Integration
Rolls-Royce & Ministry of Defence
Early Implementation of PLCS
Rolls-Royce & Ministry of Defence
Early Implementation of PLCS
Product Life Cycle Support – Integrating Knowledge
MoD and Rolls-Royce are agreed they will gain significant and essential benefit from Early Implementation (EI) of PLCS.
A joint EI programme is being developed, to align with availability of PLCS deliverables, and cover our joint data requirements for operating TSP/CLS type contracts.
An initial element of this programme is already underway for Marine Olympus and Tyne A further element is to involve the Defence Aerospace Software Application - Service Data Manager
MoD and Rolls-Royce are agreed they will gain significant and essential benefit from Early Implementation (EI) of PLCS.
A joint EI programme is being developed, to align with availability of PLCS deliverables, and cover our joint data requirements for operating TSP/CLS type contracts.
An initial element of this programme is already underway for Marine Olympus and Tyne A further element is to involve the Defence Aerospace Software Application - Service Data Manager
Rolls-Royce & MoD Early Implementation of PLCS - SummaryRolls-Royce & MoD Early Implementation of PLCS - Summary
This is a key part of the Information System for Defence Aerospace Service offering ‘Mission Ready Management Solutions’ (MRMS)
This is a key part of the Information System for Defence Aerospace Service offering ‘Mission Ready Management Solutions’ (MRMS)
Product Life Cycle Support – Integrating Knowledge
Rolls-Royce & MoD Early Implementation of PLCS - SummaryRolls-Royce & MoD Early Implementation of PLCS - SummaryEI will enable
The testing of the MoD LITS/Rolls-Royce Interface and RLI using the Defence Aerospace Service Data Manager project.
An implementation process “template” & lessons learned data capture process.
Actual benefit to current business from application of PLCS
The audit of the completed modules
EI will enable
The testing of the MoD LITS/Rolls-Royce Interface and RLI using the Defence Aerospace Service Data Manager project.
An implementation process “template” & lessons learned data capture process.
Actual benefit to current business from application of PLCS
The audit of the completed modules
This is an opportunity for Rolls-Royce & MoD to work together to demonstrate what can be achieved and start to realise our investment in PLCS.
This is an opportunity for Rolls-Royce & MoD to work together to demonstrate what can be achieved and start to realise our investment in PLCS.
The Future for PLCS
Implementation of PLCS will:
Reduce costs for both the customer and industry Rolls-Royce
Increase effectiveness and improve efficiency for the customer
Improve customer confidence in industries ability to deliver integrated ‘Support Solutions’
Implementation of PLCS will:
Reduce costs for both the customer and industry Rolls-Royce
Increase effectiveness and improve efficiency for the customer
Improve customer confidence in industries ability to deliver integrated ‘Support Solutions’
The PLCS ISO standard will facilitate the development of more diverse integrated teams and supply chains as it provides a neutral data exchange standard crossing all industries and all political barriers.
The PLCS ISO standard will facilitate the development of more diverse integrated teams and supply chains as it provides a neutral data exchange standard crossing all industries and all political barriers.
Whole Life Customer Support Solutions Opportunies
Work On-going
UK MoD Pegasus
US Navy AdourF405
UK MoD RB199
US Navy T56
UK MoD AdourMk106
Civil M250
US Army M250
Pipeline
UK MoD Gem
UK MoD RTM322
Nordic RTM322
On Contract
UK MoD Spey
UK MoD Gnome
UK MoD EJ200
US Military AE1107
Civil M250
US Army M250Canadian NFTCAdour
RAAF Adour
US Marines AE2100D3
MalaysiaAdour
UAEAdour
Pipeline
RTM322 Portugal
UK MoD Military Flying Training System
UK MoD Partnered Defence Supply Chain
RAF T56 / AE2100
UK MoD DefenceTraining Review
RAAF T56 / AE2100
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