Manufacturing Executive - November 2008 - (Page 30) INTEGRATION tenance revenue than fix the problem.” gins. Success requires understanding the imManufacturers can tap into a wide range of pact of design on product maintenance, and software tools to capture and analyse ser vice streamlining processes that link design and servdata. CRM systems can be used to collect and ice activities. Closing the loop between product analyse historical trends, Halpern says, and ERP performance in the field and the design groups systems can be used to extract information on is a critical component of the continuous imparts and suppliers. Statistical analysis software provement process, he says. and data collection sensors also play a role. The software companies providing prod- Closing the loop between product perforuct analytics tools that enable the collec- mance in the field and the design groups is tion and utilisation of service data cut across a wide range of disciplines. A number of a critical component of the continuous vendors, including Baxter Planning Sys- improvement process. — AMR’s Burkett tems, Ser vigistics, InQuira, and Oracle/ Agile, have designed software packages specifiAs an example, Burkett cites measurement incally for the task (see sidebar, below). struments manufacturer Instron’s use of Oracle’s Agile PLM software to associate customer service CUSTOMER PUSHBACK issues with engineering changes and corrective The ultimate goal of service data management, action. By feeding service data into its product deexperts say, is to decrease service costs for mansign processes, Instron has enhanced customer ufacturers while lowering the total cost of asset satisfaction while lowering warranty costs. ownership for their customers. “The ability to manage our custom engineer“Customers are taking a hard look at the total ing business across our global supply chain is escost of ownership of acquired assets and pushing sential to our business success,” says Cameron back on equipment manufacturers to improve Bickel, document control manager at Instron. serviceability or to take responsibility for guar“By migrating to Agile 9.2, we’ve had the opanteed uptime,” writes Michael Burkett, vice portunity to create common processes in this president at AMR Research, in a report titled important area of our business while continu“Keep Design for Service in Mind to Profit From ing to control our product record as the core of Performance-Based Contracts.” our quality management system.” According to Burkett, today’s performanceManufacturers aren’t harvesting data only from based contracts put the onus on equipment mantheir supply chains. Savvy companies are also ufacturers to enhance designs to reduce the capturing service data through user groups, surcost of ser vice in order to realise profit marveys, customer advisor y boards, and other sources, according to Brad Smith, who, until recently, served as director of business strategy Four Pillars of Service Data Management development, SE region, at InQuira. InQuira’s product helps manufacturers unSERVICE 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 derstand and respond accurately to customer costs to stock a part, but also the costs associated with not having a part when a customer ser vice interactions. It leverages intelligent needs it. These systems generally include logistics network analysis tools that allow busisearch technology to help companies understand nesses to determine the best location for warehouses and field depots based on installed customer intent in real time and dynamically crelocations and service commitments to the customer base. ate personalised responses that incorporate the SERVICE MANAGEMENT: Software and services from vendors such as right information, data, applications, and navigaServigistics are designed to support the operational function of a company’s service organtion paths. ization, including service call management, labor efforts, parts consumed, billing and The integrated software platform has three receipting, and other functions. The software is useful for making sure these systems are core capabilities: knowledge base management running proficiently and error-free. (including authoring and workflow), natural lanKNOWLEDGE MANAGEMENT: Software from vendors such as InQuira is guage search, and advanced analytics and redesigned to address the way service information is collected, stored, and accessed. porting. Companies use InQuira to drive down Manufacturers use the software, involving a range of practices, to identify, create, represupport costs through faster, more effective sent, and distribute information across the enterprise. ser vice resolution and drive up revenue with PRODUCT LIFECYCLE MANAGEMENT (PLM): Software from vendors such targeted interactions based on an accurate unas Oracle’s Agile unit is designed to manage the entire lifecycle of a product, from derstanding of a user’s intent. conception through design and manufacturing. It may also encompass service and disposal. “InQuira’s customer experience analytics pull The software helps manufacturers manage descriptions and properties of a product in these more forward-looking metrics,” Smith through its development and useful life. says. “InQuira’s platform allows customers to 2008 • • • • 30 November
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