Managing Automation- July 2008

Bickel, document control manager at Instron. “By migrating to Agile 9.2, we’ve had the opportunity to create common processes in this important area of our business while continuing to control our product record as the core of our quality management system.” Manufacturers aren’t harvesting data only from their supply chains. Savvy companies are also capturing service data through user groups, surveys, customer advisor y boards, and other sources, according to Brad Smith, who, until recently, served as director of business stratClosing the loop between product perform- egy development, SE region, at InQuira. InQuira’s ance in the field and the design groups understand product helps manufacturers and respond accurately to is a critical component of the continuous customer ser vice interactions. It leverimprovement process. — AMR’s Burkett ages intelligent search technology to help companies understand customer intent disciplines. A number of vendors, including Baxin real time and dynamically create personalter Planning Systems, Servigistics, InQuira, and ized responses that incorporate the right inforOracle/Agile, have designed software packages mation, data, applications, and navigation paths. specifically for the task (see sidebar, below). The integrated software platform has three core capabilities: knowledge base management CUSTOMER PUSHBACK (including authoring and workflow), natural lanThe ultimate goal of service data management, guage search, and advanced analytics and reexperts say, is to decrease service costs for manporting. Companies use InQuira to drive down ufacturers while lowering the total cost of asset support costs through faster, more effective ownership for their customers. ser vice resolution and drive up revenue with “Customers are taking a hard look at the total targeted interactions based on an accurate uncost of ownership of acquired assets and pushing derstanding of a user’s intent. back on equipment manufacturers to improve “InQuira’s customer experience analytics pull serviceability or to take responsibility for guarin these more forward-looking metrics,” Smith anteed uptime,” writes Michael Burkett, vice says. “InQuira’s platform allows customers to president at AMR Research, in a report titled talk to other customers about product and serv“Keep Design for Service in Mind to Profit From Performance-Based Contracts.” Four Pillars of Service Data Management According to Burkett, today’s performancebased contracts put the onus on equipment manSERVICE PARTS PLANNING: Software by vendors such as Baxter Planning Systems is designed to assess the true cost of stocking parts, including not only what it ufacturers to enhance designs to reduce the costs to stock a part, but also the costs associated with not having a part when a customer cost of ser vice in order to realize profit marneeds it. These systems generally include logistics network analysis tools that allow busigins. Success requires understanding the imnesses to determine the best location for warehouses and field depots based on installed pact of design on product maintenance, and locations and service commitments to the customer base. streamlining processes that link design and servSERVICE MANAGEMENT: Software and services from vendors such as ice activities. Closing the loop between product Servigistics are designed to support the operational function of a company’s service organperformance in the field and the design groups ization, including service call management, labor efforts, parts consumed, billing and is a critical component of the continuous imreceipting, and other functions. The software is useful for making sure these systems are provement process, he says. running proficiently and error-free. As an example, Burkett cites measurement inKNOWLEDGE MANAGEMENT: Software from vendors such as InQuira is struments manufacturer Instron’s use of Oracle’s designed to address the way service information is collected, stored, and accessed. Agile PLM software to associate customer service Manufacturers use the software, involving a range of practices, to identify, create, repreissues with engineering changes and corrective sent, and distribute information across the enterprise. action. By feeding service data into its product dePRODUCT LIFECYCLE MANAGEMENT (PLM): Software from vendors such sign processes, Instron has enhanced customer as Oracle’s Agile unit is designed to manage the entire lifecycle of a product, from satisfaction while lowering warranty costs. conception through design and manufacturing. It may also encompass service and disposal. “The ability to manage our custom engineerThe software helps manufacturers manage descriptions and properties of a product ing business across our global supply chain is esthrough its development and useful life. sential to our business success,” says Cameron tenance revenue than fix the problem.” Manufacturers can tap into a wide range of software tools to capture and analyze ser vice data. CRM systems can be used to collect and analyze historical trends, Halpern says, and ERP systems can be used to extract information on parts and suppliers. Statistical analysis software and data collection sensors also play a role. The software companies providing product analytics tools that enable the collection and utilization of service data cut across a wide range of • • • • July 2008 39

Table of Contents Feed for the Digital Edition of Managing Automation- July 2008

Managing Automation- July 2008 Contents Take 1 HP's Acquisition of EDS May Face Integration, Global Delivery Challenges Rimini Plans to Woo SAP Support Users Rockwell Steps Up Its Activities in Software Microsoft Targets the Process of Innovation Supply Chain Standouts Honored by AMR Notes Who Are Today's Influential Thinkers? The Robot Revolution Is the Price Right? Without a Trace Harvesting the Suggestion Box Product Scan Advertiser Index Next

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