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Das Projekt Sales-Service hat zum Ziel, Servicetechniker in den aktiven Vertrieb von Services und Produkten zu integrieren und damit das Vertriebspotenzial aus ihrer regelmäßigen und intensiven Kundeninteraktion zu nutzen. Hierzu wird eine Analytics-basierte Vertriebsunterstützung für Servicetechniker (Algorithmen für Open-Source-Software) gestaltet, die ihnen die notwendigen Vertriebsinformationen bereitstellt. Zudem werden Aufbau- und Ablauforganisation (Blueprints & Referenzprozesse) sowie die entsprechenden Managementinstrumente (Balanced Scorecard & Anreizsystem) für einen vertriebsorientierten Service entwickelt. Das IGF-Vorhaben 19829 N des FIR e. V. an der RWTH Aachen wird über die AiF im Rahmen des Programms zur Förderung der industriellen Gemeinschaftsforschung und -entwicklung (IGF) vom Bundesministerium für Wirtschaft und Energie (BMWi) aufgrund eines Beschlusses des Deutschen Bundestages gefördert.
Die vorliegende DIN SPEC 77007 soll einen Leitfaden zum Aufbau und zur Weiterentwicklung von Dienstleistungsorganisationen entlang der Lean-Management-Prinzipien liefern und einen Überblick über Methoden zur Operationalisierung dieser Prinzipien geben. DIN SPEC 77007 ist insbesondere für industrielle Dienstleistungen, aber auch für andere Dienstleistungs-branchen anwendbar.
Anhang A dieser DIN SPEC enthält eine Sammlung von Methoden, die bei der Anwendung der Prinzipien genutzt werden können.
The evaluation of the maturity level of the participating companies has provided an initial insight into the degree of implementation and the upcoming challenges of Industrie 4.0 in Mexico. The assessment shows that Mexican companies have built the necessary foundation to start their digital transformation. Challenges now lie in establishing an integrated IT landscape that makes it possible to generate a digital shadow of the entire company. In order to leverage the potential of this technological development, it is necessary to work in parallel on an even more flexible organizational structure and an innovation-promoting Culture.
In order to strategically plan the digital transformation of a manufacturing company, a detailed analysis of the company's maturity level must be carried out. The basic dimensions of such an analysis were presented in the present paper. The Industrie 4.0 Maturity Index offers a framework that identifies approximately 50 individual capabilities required for the systematic implementation of Industrie 4.0 and groups them into the four dimensions discussed in this paper. Only an analysis of a company's key processes at this level of detail can form the basis for a sound investment decision and a roadmap that outlines the steps towards its digital transformation for the upcoming years.
Data-driven services play an important role in
innovative business models of successful manufacturing
companies: They hold great potential for the creation of unique
selling points and improve the differentiation of manufacturing
companies in highly competitive markets. However, the large
number of newly invented digital services that fail shortly after
launching implies that companies struggle with the invention and
implementation of data-driven service solutions, which ends in a
waste of resources. The following paper introduces guideline
principles for successful innovation processes for data-driven
services. The principles were identified during in-depth case
studies with manufacturing companies. They contribute to a
necessary paradigm change for manufacturing companies in
terms of data-driven services for machines. The six identified
principles emphasize new aspects regarding the new dimension of
data-driven solutions and improve the life cycle management of
products and services. They demonstrate how the rules of agile
development can lead to successful and more efficient service
innovations in the industrial sector.
The FIR at the RWTH Aachen University continuously develops the concept and the principles of RoM further. It is already noticeable that the gap between companies that began preparing their maintenance departments for Industrie 4.0 years ago and those that are still struggling with the mere foundations of a professional maintenance organisation is rapidly increasing.
The first driver of the development sparked by Industrie 4.0 is the collection of and work with condition data. It is used to create a digital shadow of a service, e.g. maintenance measures in a specific
context. In the future, critical machine functions will be monitored continuously within production processes.
Based on these observations, the likelihood of machine failures can be predicted, which makes it possible to prioritize data-based maintenance measures. This means that maintenance activities, i.e. production plans, are based on prognoses regarding machine failures. By doing so, the currently existing separation between inspection, maintenance and reactive measures can be overcome, resulting in a holistic approach to maintenance. Maintenance specialists receive support from assistance systems, which give them access to all relevant information (e.g. machine history, spare part availability, proposals for measures, etc.). As a result, they can take on routine tasks in different areas as well and contribute to the increased flexibility of the production process. Although data is becoming an increasingly important driver of successful maintenance strategies,
maintenance employees continue to be central to specific tasks, machines and systems. In the future, it can be expected that they choose to become experts in a certain field and, ideally, actively share their knowledge with others within an open maintenance culture. Systems for interdisciplinary collaboration will be made part of everyday practice.
The maintenance department will be a center and distributor of knowledge in the agile company of the future.Only through the interaction of the outlined success principles, which amount to a paradigm shift within the maintenance department, the potential
benefit of maintenance as defined by RoM can be fully exploited, creating a long-term competitive advantage for those who consistently follow the path towards Industrie 4.0 in maintenance.
Today, machine manufacturers generate a significant share of their revenues with the provision of services. At the same time, they are confronted with the challenge of adopting of Industrie 4.0.
One of the most important Industrie 4.0 concepts is the idea of the digital shadow, which contributes to the comprehensive structuring of different kinds of data from different data sources. It can be defined as the sufficiently precise, digital representation of reality in real-time.
Thus, it also functions as a database of the considered area of a company that can be used for numerous applications. It serves as a central platform for the aggregation and distribution of data. Thereby, it helps to open isolated data silos. A system architecture that enables extraction of data from various sources and the aggregation of that data is an important prerequisite for the digital shadow.
In addition, the merger of data from different sources requires a model of the part of the company to be mapped digitally. In this paper, we focus on maintenance, repair and overhaul (MRO) services of machine manufacturers. The scope comprises the whole order processing of a service including the utilized resources and the obtained results.
MRO services and their single elements are mapped and structured using a case study research in a first step. Those elements provide a basis for designing the digital shadow. A second contribution of this paper is a data model for the digital shadow of MRO services that entails a comprehensive representation of that department.