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

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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

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rsTi

er 2

Supp

liers

Exte

nded

Ent

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ise

Inte

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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

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Serv

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Dat

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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