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					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    Customer


            Service center     Consultation     On Site       Billing
    Self
               (Problem           with        Service with   Documen-
  Support
             Identification)    Specialist      partners       tation
                    E-Service Support System
Customers                     Internet
                          Service Web Site
                                                          Bühler Service
                                                             Center
                                             Service-Station


                           Point-to-point
Service-Kit
                            connection
                          Remote Support         Server   Service-Station

                                                       PDM-System
                                             •   customer data
      Mobile                                 •   parts list
  Service Station           Full Remote      •   product structure
                             Access to       •   management of spare
 Bühler Service                                  parts list,
Technicians and                                  documents
Service Partners                                 (e.g. drawings)
                  Overview Demo System
                              public-Services
        Service Portal
                               spec.-Services
        Public area




                                                Partners,
Users                        Login MySmarTeam   Customers

        User specific area    Login SmartWeb    Buhler Service
        (Login required)


                                                PC-Anywhere,
                                 External       MS-Net meeting,
                                                Existing diagnostic
                               Applications
                                                tools of Buhler
                    Internet access
            Public area and specific services
• Provides general Buhler
  and general service
  information
• Provides access to E-
  Service 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 (DD-
  Documents, 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       Class „DD-    Class „DD-    Class
„Buhler“      Product      Documents“   „Parts“
             Structure“
                  DD
               Product                   Parts
               structure

Business                       DD-
               Product
 Units                      Documents
               module
     SmarTeam / Data model

Class „Plants“      Class „SQ/FF Documents“

  Plant

         SQ             Project Documen-
       Project            tation Folder

         FF             Project Documen-
       Project            tation Folder

            CS          Project Documen-
          Project         tation Folder
                          SmarTeam
                          Data model

Class „SQ/FF                Class „DD                 Class „DD
Documents“              Product Structure“           Documents“
    Project                                             Documen-
                             Product
  Documen-                                             tation Main
                             Family
 tation Folder                                            Folder

     Geometric                                              CAD
                                Product
     Data Folder                                           Folder

   Plant Structure                     Product
                                                             Assembly
       Folder                          Variation

      Plant Structure                      Product
                                                                     Part
          Module                           Module


                                                                      ....

				
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