proposal to build a mobile process service demonstration for toromont energy in western canada...
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http://www.toromontsystems.com/product/index.asp
Proposal to build a Mobile Process Service demonstration for
TOROMONT ENERGY IN WESTERN CANADA
Mobile Process Service in the Northern Dimension
Presentation version 20080303
END-USER PROFILE
• OFFERS complex, high value, equipment
• AND must provide fast response, emergency service
• AND operate at sites with incomplete network coverage
• AND may have a dealer channel to the market
• AND wishes to work in dynamically formed and informed, self-managed, empowered, competent teams
CREATING VALUEA value chain issue
Num
ber
of t
asks
Under-qualified Over-qualifiedCOMPETENCE
HIGHER QUALITY MORE PRODUCTIVE
EFFECTIVENESS = f (QUALITY, PRODUCTIVITY)
MARKETING PROCESS MODEL
Understanding Customer Fulfillment
No
No
Yes Need fulfilled?
Fulfillment understood?
End
Suspect
OpportunityYes
UnderstandingCustomerFulfillmentprocess
No
YesProspect located?
Prospect
Opportunity
Inspiring Customer
InspiringCustomerprocess
Pursuing Prospect
No
Yes
No
Yes Buy from us?
Customer decided?
End
Prospect
Order
PursuingProspectprocess
One option would be to demonstrate how Mobile Process Service, MPS, might increase the effectiveness of the steps within the
MARKETING process – for example ’Pursuing Prospect’, could be demonstrated
SERVICE PROCESS MODEL
Predictive Failure
Preven-tativeMaint
Additional Service
Sales
Service
Data to
CAT
CustomerPayment
ProductServicedEfficientlyService
NeedIdentified
Identify
Service Need
Identify
Service Need
PlanServicePlan
Service
Commit &
Dispatch
Resources
Commit &
Dispatch
Resources
Fulfill Service Need
Fulfill Service Need
Complete Service
Documents
Complete Service
Documents
Process
Claim/Invoic
e
Process
Claim/Invoic
e
Manage PerformanceManage Performance
Events
Outcomes
Process Steps
Courtesy Caterpillar
Service Process, involves all activities necessary to resolve a customer’s service need including recognition,
scheduling, resolution, and customer invoicing.
’Identify Service Need’, a sub-process within field service, has
been chosen for the demonstration and will be
animated in the following pictures
IDENTIFYING SERVICE NEED
CustomerRecognizes
Service Need
DealerRecognizes
Service Need
ProductRecognizes
Service Need
CATRecognizes
Service Need3rd Party
Recognizes Service Need
Identify Service Need
Identify Service Need
PlanServicePlan
Service
Commit & Dispatch
Resources
Commit & Dispatch
Resources
Fulfill Service Need
Fulfill Service Need
Complete Service
Documents
Complete Service
Documents
Process Claim/Invoice
Process Claim/Invoice
Manage PerformanceManage Performance
Identifying Service Need is the process which includes all of the various ways a need for service is initially determined.
DEMO SCENARIO-2SERIAL# AND FAULT CODE ENTERED AT A KEYBOARD
DEMO SCENARIO -1 SENSOR DETECTS FAULT. SERIAL# AND FAULT CODE ENTERED TO MPS ELECTRONICALLY
Courtesy Caterpillar
DEMONSTRATION FUNCTIONALITY
CONFERENCE ROOM DATA CENTER SUPPORTING SERVICE SITES
ERP
FIELD SERVICE
Leif
Internet connectionindependent of MPS
SERVICE SITE
MOBILEPROCESSICTSERVICE
ADMINISTRATION
Mets
PLC
DEMONSTRATION TECHNICAL ARCHITECTURE
Web-server
Primary database
Data, replication rules,
triggers & stored proceedures
DATA SERVICEPROVIDERDOMAIN
US
ER
Person
Interface Server
On-line
Supporting Service
Replication
SUPPORTING SERVICE DOMAINS
On-line
Replication
ERP
Replication
DE
VIC
E
Notebook
Handheld
DEMONSTRATION TECHNICAL DATA FLOW
Web-server
Primary database
DATA SERVICEPROVIDERDOMAIN
US
ER
Interface Server
Supporting Service
SUPPORTING SERVICE DOMAINS
ERP
DE
VIC
E
2.S
eria
l # &
fau
lt co
de1.Sensor
writes fault code
to database
DEMONSTRATION TECHNICAL DATA FLOWCustomer phone call to Mets
Web-server
Primary database
DATA SERVICEPROVIDERDOMAIN
US
ER
Person
Interface Server
Supporting Service
SUPPORTING SERVICE DOMAINS
Replication
ERP
DE
VIC
E
3.Ser
ial #
& fa
ult c
ode
4.Serial #5.S
erial #
6.C
om
pres
sor
prof
ile
7. Compressor profile
11.C
ompr
esso
r pro
file
10.W
ork-
orde
r
2.Mets keys
Serial # & fault code to laptop
8. Create work-order
12.Leif log-in to any Supporting Service
1.Mets is informed of a compressor fault by phone. He logs-in to the ERP Supporting Service to look-up theSerial # from the customer installation list.
13.Log-in to web-server
9.W
ork-
orde
r not
ifica
tion
WEB SERVER AND LOCAL USER INTERFACES IDENTICAL
LIST SCREEN
DETAIL SCREEN
”So easy to use, that’s MY definition of advantage” ,said DeLaval’s service engineersAdvantage of web-server access is that the user-interface can be identical to local access layout.
SCENARIO COMMERCIAL FUNCTIONALITY
SERVICE SITE
Internet connectionindependent of MPSADMINISTRATION
Manufacturer, Dealer, Partner, End-user
FIELD SERVICE
CONFERENCE ROOM DATA CENTER SUPPORTING SERVICE SITES
ERP
DOCUMENTS ON DEMAND
E-LEARNING
DEVICE
PLCS
CONFERENCING
TECHNICAL SUPPORT
MOBILEPROCESSICTSERVICE
E-MAIL &MESSAGING
DATA-MINING& ANALYSIS
Leif
YvonneGLOBAL POSITIONING
Mets
Web-server
Primary database
Data, replication rules,
triggers & stored proceedures
DATA SERVICEPROVIDERDOMAIN
US
ER
Person MachineVehicle
Interface Server
On-line
SCENARIO COMMERCIAL TECHNICAL ARCHITECTURE
Supporting Service
Replication
SUPPORTING SERVICE DOMAINS
On-line
Replication
ERPProduct Life Cycle
Documents On DemandConference
DeviceData Mining & Analysis
E-LearningE-Mail & MessagingGlobal positioning
Replication
DE
VIC
E
Handheld Notebook Desktop Sensor
TOROMONT DEMO SITE IN THE NORTHERN DIMENSION
Build it (the MPS Competence Region) – and they will comeKevin Costner, Field of Dreams
CANADA
ICELAND
NW-RUSSIA
FINLAND
MP
S
Toromont may choose any
location in the Northern
Dimension as pilot site