Proposal to build a Mobile Process Service demonstration for TOROMONT ENERGY IN WESTERN CANADA...

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Proposal to build a Mobile Process Service demonstration for

TOROMONT ENERGY IN WESTERN CANADA

Mobile Process Service in the Northern Dimension

Presentation version 20080303

END-USER PROFILE

• OFFERS complex, high value, equipment

• AND must provide fast response, emergency service

• AND operate at sites with incomplete network coverage

• AND may have a dealer channel to the market

• AND wishes to work in dynamically formed and informed, self-managed, empowered, competent teams

CREATING VALUEA value chain issue

Num

ber

of t

asks

Under-qualified Over-qualifiedCOMPETENCE

HIGHER QUALITY MORE PRODUCTIVE

EFFECTIVENESS = f (QUALITY, PRODUCTIVITY)

MARKETING PROCESS MODEL

Understanding Customer Fulfillment

No

No

Yes Need fulfilled?

Fulfillment understood?

End

Suspect

OpportunityYes

UnderstandingCustomerFulfillmentprocess

No

YesProspect located?

Prospect

Opportunity

Inspiring Customer

InspiringCustomerprocess

Pursuing Prospect

No

Yes

No

Yes Buy from us?

Customer decided?

End

Prospect

Order

PursuingProspectprocess

One option would be to demonstrate how Mobile Process Service, MPS, might increase the effectiveness of the steps within the

MARKETING process – for example ’Pursuing Prospect’, could be demonstrated

SERVICE PROCESS MODEL

Predictive Failure

Preven-tativeMaint

Additional Service

Sales

Service

Data to

CAT

CustomerPayment

ProductServicedEfficientlyService

NeedIdentified

Identify

Service Need

Identify

Service Need

PlanServicePlan

Service

Commit &

Dispatch

Resources

Commit &

Dispatch

Resources

Fulfill Service Need


Complete Service

Documents

Complete Service

Documents

Process

Claim/Invoic

e

Process

Claim/Invoic

e

Manage PerformanceManage Performance

Events

Outcomes

Process Steps

Courtesy Caterpillar

Service Process, involves all activities necessary to resolve a customer’s service need including recognition,

scheduling, resolution, and customer invoicing.

’Identify Service Need’, a sub-process within field service, has

been chosen for the demonstration and will be

animated in the following pictures

IDENTIFYING SERVICE NEED

CustomerRecognizes

Service Need

DealerRecognizes

Service Need

ProductRecognizes

Service Need

CATRecognizes

Service Need3rd Party

Recognizes Service Need

Identify Service Need

Identify Service Need

PlanServicePlan

Service

Commit & Dispatch

Resources

Commit & Dispatch

Resources



Complete Service

Documents

Complete Service

Documents

Process Claim/Invoice

Process Claim/Invoice

Manage PerformanceManage Performance

Identifying Service Need is the process which includes all of the various ways a need for service is initially determined.

DEMO SCENARIO-2SERIAL# AND FAULT CODE ENTERED AT A KEYBOARD

DEMO SCENARIO -1 SENSOR DETECTS FAULT. SERIAL# AND FAULT CODE ENTERED TO MPS ELECTRONICALLY

Courtesy Caterpillar

DEMONSTRATION FUNCTIONALITY

CONFERENCE ROOM DATA CENTER SUPPORTING SERVICE SITES

ERP

FIELD SERVICE

Leif

Internet connectionindependent of MPS

SERVICE SITE

MOBILEPROCESSICTSERVICE

ADMINISTRATION

Mets

PLC

DEMONSTRATION TECHNICAL ARCHITECTURE

Web-server

Primary database

Data, replication rules,

triggers & stored proceedures

DATA SERVICEPROVIDERDOMAIN

US

ER

Person

Interface Server

On-line

Supporting Service

Replication

SUPPORTING SERVICE DOMAINS

On-line

Replication

ERP

Replication

DE

VIC

E

Notebook

Handheld

DEMONSTRATION TECHNICAL DATA FLOW

Web-server

Primary database


US

ER

Interface Server

Supporting Service


ERP

DE

VIC

E

2.S

eria

l # &

fau

lt co

de1.Sensor

writes fault code

to database

DEMONSTRATION TECHNICAL DATA FLOWCustomer phone call to Mets

Web-server

Primary database


US

ER

Person

Interface Server

Supporting Service


Replication

ERP

DE

VIC

E

3.Ser

ial #

& fa

ult c

ode

4.Serial #5.S

erial #

6.C

om

pres

sor

prof

ile

7. Compressor profile

11.C

ompr

esso

r pro

file

10.W

ork-

orde

r

2.Mets keys

Serial # & fault code to laptop

8. Create work-order

12.Leif log-in to any Supporting Service

1.Mets is informed of a compressor fault by phone. He logs-in to the ERP Supporting Service to look-up theSerial # from the customer installation list.

13.Log-in to web-server

9.W

ork-

orde

r not

ifica

tion

WEB SERVER AND LOCAL USER INTERFACES IDENTICAL

LIST SCREEN

DETAIL SCREEN

”So easy to use, that’s MY definition of advantage” ,said DeLaval’s service engineersAdvantage of web-server access is that the user-interface can be identical to local access layout.

SCENARIO COMMERCIAL FUNCTIONALITY

SERVICE SITE

Internet connectionindependent of MPSADMINISTRATION

Manufacturer, Dealer, Partner, End-user

FIELD SERVICE

CONFERENCE ROOM DATA CENTER SUPPORTING SERVICE SITES

ERP

DOCUMENTS ON DEMAND

E-LEARNING

DEVICE

PLCS

CONFERENCING

TECHNICAL SUPPORT

MOBILEPROCESSICTSERVICE

E-MAIL &MESSAGING

DATA-MINING& ANALYSIS

Leif

YvonneGLOBAL POSITIONING

Mets

Web-server

Primary database

Data, replication rules,

triggers & stored proceedures


US

ER

Person MachineVehicle

Interface Server

On-line

SCENARIO COMMERCIAL TECHNICAL ARCHITECTURE

Supporting Service

Replication


On-line

Replication

ERPProduct Life Cycle

Documents On DemandConference

DeviceData Mining & Analysis

E-LearningE-Mail & MessagingGlobal positioning

Replication

DE

VIC

E

Handheld Notebook Desktop Sensor

TOROMONT DEMO SITE IN THE NORTHERN DIMENSION

Build it (the MPS Competence Region) – and they will comeKevin Costner, Field of Dreams

CANADA

ICELAND

NW-RUSSIA

FINLAND

MP

S

Toromont may choose any

location in the Northern

Dimension as pilot site

Proposal to build a Mobile Process Service demonstration for TOROMONT ENERGY IN WESTERN CANADA...

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