Vorlesung NC und Robotertechnik

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Educational Challenges on Service Management AIM
2007, Bari Prof. H. Meier Chair of
Production Systems Ruhr-University Bochum, Germany
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Educational Challenges on Service Management

• Industrial Services
• History and definitions
• Economic demands and educational challenges
• International study courses on service
  engineering
• Service engineering in Bochum
• Conclusions Future demands on education

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Development of industrial services
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Product Service Systems
Past Service Products Machine
independent service
Today Extended Products Machine oriented
service
Future Product Service Systems Simultaneous and
interfering product and service engineering
S
P
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Definition of Industrial Product-Service-Systems
Industrial Product-Service-Systems IPS2 An
IPS2 is an integrated product and service
offering that delivers values in use.
Rajkumar Roy, Cranfield, UK
That means in detail
IPS² is a new product understanding consisting of
integrated product and service shares.
IPS² comprises the integrated and mutually
determined planning, development, provision and
use.
The option of partial substitution of product and
service shares over the lifecycle.
This integrated understanding leads to new,
customer-adjusted solutions.
IPS² enable innovative function-, availability-
or result-oriented business models.
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Educational Challenges on Service Management

• Industrial services
• History and definitions
• Economic demands and educational challenges
• International study courses on service
  engineering
• Service engineering in Bochum
• Conclusions Future demands on education

7
Turnover and profit
Total market volume of the interviewed German
business companies in the production machine and
plant construction industry 43,4 billion
repairingremedy of defects (11)
20
maintenance
spare parts andafter market equipment (18)
consulting (16)
15
other
retrofitting
financial services
10
Profit in of turnover
final inspection
training
second hand machines(8)
commissioninstallation
5
trading with new machines (2,3)
0
turnover
25
50
75
Reference Mercer Management Consulting 2003,
Umfrage unter 200 Unternehmen des
Maschinen-Anlagenbaus
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From Leadership in Technology to Leadership in
Utilization
dissatisfaction of the consumer by increasing the
level of technology

• Motivation for the supplier
• rise of customer loyalty
• opening of new business fields
• development of market shares
• information about the use of its products to
  create innovations
• Challenge for the supplier
• create new business models
• to identify and evaluate chances and risks
• development of service processes
• industrialization and automation of services
• new understanding of products
• innovative product-service-systems
• suitable development processes

• Motivation for the customer
• focusing on core competences
• to make new technologies accessible
• reduction of capital lock-up
• Challenge for the customer
• to evaluate chances and risks
• identification of core competencies
• to calculate own processes
• openness to the supplier
• transparent processes
• organization
• Internet (remote service)

new service-based business models
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Challenges for Future Engineers

• Understand and identify the real demands of the
  customers first
• Develop proper business models
• Innovation creation by integrated industrial
  product-service-systems
• Design service processes
• Modeling and simulation of digital service
  processes
• Establish a suitable service organization
• Industrialization of service processes
  (standardization and automation)

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Educational Challenges

• Paradigm shift for a new product understanding
• How to apply an integrated engineering process
• To teach suitable methods and tools for an
  integrated product-service-engineering
• modeling and simulation of service processes
• automation by means of digital service processes
• real time service execution system

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International Educational Challenges
Current Chinese/German Research Project
Challenges of industrial services

• Customer Advantage
• Function-oriented
• Availability-oriented
• Result-oriented

• Resources
• Qualification
• IT-Support Systems
• Locations

• Processes
• Network design
• Service Process design
• Communication and Information technologies

• Educational Challenges
• Demand and risk analysis of international
  Business models
• Designing of service processes distributed world
  wide
• Establishing global service supply chains
• How to provide service processes time and place
  independent
• How to train and support global human resources
  best

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Educational Challenges on Service Management

• Industrial services
• International study courses on service
  engineering
• Service engineering in Bochum
• Conclusions Future demands on education

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International study courses

• Master courses on Service
• Service Engineering and Management (Universidade
  do Porto)
• Product-Service-Systems Design (Politecnico di
  Milano, together with
• Glasgow School of Art
• Köln International School of Design
• University of Art and Design Helsinki
• Les Ateliers/ENSCI Paris
• Konstfack - University College of Arts Crafts and
  Design Stockholm
• State Academy of Art and Design Stuttgart
• Other offers
• Service engineering focusing the Information
  technology
• Building services engineering
• Service design as a part of business
  administration

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Example for International Study Courses Porto

• Universidade do PortoMaster on Services
  Engineering and Management
• It aims at developing competences to conceive,
  design, implement and operate technology enabled
  service systems.
• English proficiency is required.

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Example for International study courses Milano

• Politecnico di Milano Master of Science in
  Product-Service-Systems Design
• It starts from the experience of the MEDes
  programme (Master of Science of European Design).
  This is a European network formed by six design
  universities in Europe, including the
  Politecnico.
• All tuition, examinations and subject materials
  will be in English

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Educational Challenges on Service Management

• Industrial services
• International study courses on service
  engineering
• Service engineering in Bochum
• Conclusions Future demands on education

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Service Engineering

• First lecture summer semester 2007
• Service based business models
• Procedure models and assigned methods
• Service process development
• Service management systems
• Remote service systems
• Augmented reality
• Service robotic
• Calculation and controlling
• Service contracting
• Industrial lectures

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Business Models
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Specification of Innovative Business Models
Function oriented
Availabilityoriented
Resultoriented
IPS² specific technical, organizational and
qualification demands
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Eight Step Procedure Model and Assigned Methods
and Tools
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Service Process Development
The customer is always part of the process!
customerprocesses
supplierprocesses
OEMprocesses
part processes
choice of optimal part process providerby
criteria - reaction time - abilities/competence -
price - risk
serviceprocesslibrary
Product Service System
problem of the customer
requirements analysis
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Elements of a Service Management System
Remote service
Call Center
ERP-/PPS- System
Asset-, Configuration-, Contract-,
Call-Management, Dispatch
Internet

• Service Portal
• Customers
• Engineers
• Subcontractors
• Knowledge

Mobile service support systems
Office Integration
Source VDMA
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Remote Service Systems

• The use of modern information and communication
  technology combined with multimedia-based tools
  features the opportunity to achieve sustained
  improvement of the own competitive position in
  spite of great geographic distance.

Customer
OEM-Producer
Fieldbus
Control center
LAN
In house experts
In house experts
Data

• Contracts
• Master data (Products, Customers, Suppliers)
• technical documentation
• Object list, drawings, circuit diagrams
• Software/-versions
• Failure database, knowledge base
• Installation reports

Supplier
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Augmented Reality for Service Technicians
support
Tracker
Disassembling / Assembling instructions
Localization of parts and malfunctions

• Overview of VR/AR technologies tools and methods
• Advantages and disadvantages of AR
• How to apply AR for industrial services
• How to establish an AR system
• Industrial examples

Source C-LAB, Siemens AG
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14 Law, contracts and pricing
Law, Contracts and Pricing

• 14.1 Basic law of contracts
• Comparison of relevant contract types
• Basic principles of liability/responsibility
• 14.2 Contract types depending on the value
  proposition
• 14.3 Drafting of a service agreement
• 14.4 Example Remote service agreement
• 14.5 Calculating and pricing for service
  agreements

Vertrag kommt von vertragen
Agreement is derived from to agree
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Industrial Contributions e.g. Remote Service in
Practice
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Educational Challenges on Service Management

• Industrial services
• International study courses on service
  engineering
• Service engineering in Bochum
• Conclusions Future demands on education

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Conclusions Future demands on education

• Service engineering has to become a part of
  mechanical engineering (similar situation with
  industrial management in the past)
• First study courses and lectures on Service
  arise
• There are only a few proper methods and tools for
  an integrated product service engineering
• Business games and industrial examples can help
  to support the paradigm shift in product
  understanding
• There is a lack of special textbooks for students
  of mechanical engineering
• There is a need for international curriculums

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• Thanks for Your Attention
• Prof. Dr.-Ing. Horst MeierChair of Production
  Systems
• Ruhr-University of BochumD-44780 BochumPhone
  49 234/32-26310email meier_at_lps.rub.de
• www.lps.ruhr-uni-bochum.de

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Service Robotics for Industrial Applications

• Future Requirements
• Manlike kinetic skills (e.g. gripping)
• Remote controlled or automatically controlled
• Navigation in unknown dynamically changing
  surroundings
• Mechanical interaction with humans Safety
  features and equipment
• Communicational interaction with humans

source SFB588
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Definitions on Service Engineering
The process of determining the integrity of
material and services in order to measure and
maintain operational reliability, approving
modifications of design, and following through by
conforming with specifications and
standards. Academic Press Dictionary of Science
and Technology, 1995 The goal of Service
Engineering is to develop scientifically-based
design principles and tools (often culminating in
software), that support and balance service
quality and efficiency, from the likely
conflicting perspectives of customers, servers,
managers, and society. (Service Engineering is to
be compared against the more prevalent Industrial
Engineering and Service Management). Avishai
Mandelbaum, 1998
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Introduction of my Chair
Engineering sciences combine basic and applied
research for innovations. It is characterized by
high interdisciplinary collaboration. Research in
Industrial Production Systems involves technical,
organizational and human aspects.