Electronic Service Report Single entry of information - Innosoft GmbH

Steffen Schmidt – 25 Juni 2009 

Robotics 

Customer Service 

© ABB Automation GmbH 

August 11, 2009 | Slide 1

Robotics 

ABB Overview 



Facts about ABB 


August 11, 2009 | Slide 3 

� Headquarters: Zurich, Switzerland 

� About 120,000 employees in around 100 countries 

� Listed on Stockholm, Swiss and New York exchanges; 

traded on SWX Europe

What we offer: 

Divisional structure and portfolio 



Power 

Products 

Power 

Systems 

Automation 

Products 

Process 

Automation 

Robotics 

34,000 

employees 

16,000 

employees 

36,000 

employees 

27,000 

employees 

5,000 

employees 

2008 employees per division 

Range of ultrahigh to medium voltage 

products; distribution automation 

products; transformers 

Electrification and control for power 

generation; transmission grid solutions; 

substations; network management 

Low-voltage products, drives, motors, 

power electronics and instrumentation 

Control systems and application-specific 

automation solutions for process 

industries 

Robots, peripheral devices and modular 

manufacturing solutions for industry

Robotics division 



Markets served 

� Automotive and their Tier 1 suppliers 

� General industries including foundry, metal fabrication, 

plastics, electronics, consumer industries, food & 

beverage, machine tools, solar, pharmaceuticals & 

chemicals, wood 

Key deliverables 

� Robots, application equipment and software 

� Standardized manufacturing cells for material handling, 

machine tending, welding, cutting, painting, finishing, 

etc. 

� Engineering for systems in press automation, body-inwhite, 

paint processes, power train assembly 

� Product & systems service

Robotics Division 

Key facts 



� 2008 Facts 

� 5000 employees in over 45 countries 

� Headquarters in Shanghai, China 

� Manufacturing in Europe, Asia & America 

� Sales & service operations in over 45 countries & more 

than 100 locations 

� Introduced painting robots in 1969 and the worlds first 

commercially available electric robot in 1974 

� Over 160,000 robots installed worldwide at end 2008

Global service organisation - 1500 Employees 

Present in 45 countries - in more than 100 locations 



Americas 289 Europe/MEA 1056 Asia/Pacific 171

Global service; a total lifecycle approach 

Based on “Remote Service” technology 



Partner Support Package 

Maintenance Package 

Response Package 

Commissioning Life of installation 

1. Faster ramp-up during commissioning 

2. Increased uptime at lower cost: 

Warranty Package 

� by immediate response and diagnostic in case of unplanned stops 

� by transforming from preventive to predictive maintenance 

3. Robot program back-up, securing business continuity 

4. On-line access to robot condition status and reports 

Productivity 

Improvement 

Service 

Agreements 

& Training 

Traditional 

Life-Cycle


Service agreements 



Service Agreement Packages offer you measurable results 

1. Maintenance Package 

� Maximize the Mean Time Between Failures of your equipment 

2. Response Package 

� Minimize the Mean Time To Repair when stoppages do occur 

3. Warranty Package 

� Control the Total Cost of Ownership of your investment in robots


Parts & logistics 



It’s all about the right part in the right place at the right time 

� Over 20,000 spare parts available 

� Upgrade kits 

� Accessibility 24/7 

� Inventory management 

� SmartSpares 

� PartsOnline


Certified refurbished robots 



� Refurbishment programs for customer 

owned equipment 

� Large global inventory of used robot 

systems 

� Rebuilt to factory specification - using 

original parts

Robotics 

Project “3 Day to Invoice” 



Field Service Process - Target 

“3 Day to Invoice” 



Each country Service Organization should send the correct 

invoice to the customer 

maximum 3 days 

after the service job was done.

Why move to a mobile solution? 



� Many companies gained efficiency improvements in field 

service processes using mobile technology 

� Benchmark of 180 companies‘ field service units in high 

tech, discrete and process manufacturing as well as utilities 

industries using mobile solutions

Current obstacles in the field service process 



� Different processes in each country 

� Several systems to manage information � Double entry of 

information, because of lacking system connectivity 

� Time lag in processing paperwork and sending back the 

data: 1-3 weeks 

� Additional time lag of up to 3 weeks for invoicing 

� Lack of customer, product and service information in the 

field 

� Lack service history available

Project Objective 

Optimizing of service job’s 



Call 

Handling 

Management 

� Assure Optimal Field Operation process Optimal Resource 

Scheduling 

� Electronic Service Reports, paperless Office 

� Fast invoicing 

Material 

Planning 

� Tracking Installed Base Development 

� Centralized Failure & Route cause analysis – Knowledge 

Database 

� Service Agreement Tracking 

Resource 

Planning 

� Integration of IT system landscape 

Pre 

processing 


job 

on-site 

Post 

processing

Mobile Field Service Solution 

Workflow Technical Support 

Technical information 

Job Evaluation 

from Webconfig 

Automatic 

Invoice 

3 days 



Customer 

Calls 

ERP 

SAP 

Resource Planning 

MFSS 

Internet 

UMTS 

Send Order to FSE 

MFSS 

•Capture Real Data 

•Service Job on Site 

•Hour expenses 

•Electronic Signature 

MFSS 

Failure from Remote Service 

Material information 

From POL 

My Robot 

PDF to 

My robot 

Electronic Report

Major benefits 



� Fast implementation of Electronic service report, and 3 day 

invoice process worldwide 

� Implement a common way of working 

� Transfer information real time to FSE 

� Increase productivity 

� Real Time access for FSE 

� Access to Remote Service Center 

� Eliminate paper 

� Create a history per robot 

� Differentiate to small companies 

� Global Overview of Installed Base Dev, service 

agreements, Maintenance status, Route Cause analysis

Cost & ROI per standard country 



� Program adaption/training/implementation – one time 

� Licenses program modules – one time 

� Running costs sum 

� Maintenance program modules per year 

� central server hardware per year 

� Administration & support per year

Status Mobile Field Service 

After 2 year’s preparation 



� GATE 5 prepared 

� Review Benefits & costs 

� Support model chosen 

� Pilot assessment done 

� Rollout plan established and agreed 

� Roll out checklist & standard delivery documentation 

� Maintenance program modules per year 

� Standard functions & features established 

� SAP interface test phase in Germany ongoing 

� Coordination with MSA project ATG/DE using same 

functions & interfaces

Standard delivery Mobile Field Service 



� Back office Scheduling 

� Order, invoice, contact & technical data 

� Professional scheduling with / without ERP 

� Machine data & technical documents include RSI & notification 

� Service & address history, part lists, warranty handling 

� Mobile client - Technician 

� Times (arrival, departure, work times) Travel expenses 

� Parts (consumables, return , replaced, tools) 

� Standard fault codes according tech. database 

� Master data technical & commercial 

� Remarks tracking, Last service history, SI (RSI/TSI ) 

information 

� Standard data forms for common service process 

� Back office Project Management System 

� Overview of all activities & calls at customer 

� Deep technical view of installed base

Optimal resource planning 

with scheduling tool 

Using 80 % of 

standard functions 

Notification of SE 

when schedule 

changes occur 

Capability to plan & 

schedule jobs done by 

service teams 

P & S of internal (not 

customer accountable) 

jobs 

Project oriented tasks 

can be planned with 

NN-SE 

Consideration of 

requests / changes / 

job denials made by 

Mobile Work 

Environment (MWE) 



NN 

Consider personal time schedule of SE 

by P&S software 

Consider professional skills of SE by 

P&S software 

Gantt Chart view with drag & 

drop functionality for 

planning of service jobs 

supported by 

Additional 

features' of 

ABB needs are 

implemented 

•Machine 

architecture 

•Internal 

technical SI 

information 

•BackUp 

delivery/storage 

•OnCall handling 

•Warranty 

handling 

•Special 

Notification’s 

•Additional 

report’s 

•Diverse special 

view’s

Electronic Service Report 

Single entry of information 

� On Site Data gathering 



� Working hours 

� Spare parts 

� Expenses 

� Faults 

� Open Leads 

� Electronic Signature 

� Wireless transmission of 

report to ABB and Client 

� Back office integration (data from service report is used to 

create invoice automatically) 

supported by

Electronic Service Report 

Single entry of information 



supported by

supported by 

3 Day to Invoic Invoice Key Factors 

Statistics Feedback of Service information 

Day's feedback receipt 



Count of receipts total = 537 target # 69 percentage = 12,85% - mostly long term projects - 

Receipt feedback Days Target 3 days 

50 

40 

30 

20 

10 

0

3 Day to Invoice Key Factors 

Statistics Absorption information 



100% 

90% 

80% 

70% 

60% 

50% 

40% 

30% 

20% 

10% 

0% 

Absorption by week 

supported by 

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Sum

Electronic Service Report Single entry of information - Innosoft GmbH

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