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PTC Technical Information:  Dynamic Task-Based Service Intelligence
 

PTC Technical Information: Dynamic Task-Based Service Intelligence

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Dynamic Task-Based Service Intelligence provides end-users with relevant, up-to-date technical information specific to product configurations and service events to improve service efficiency.

Dynamic Task-Based Service Intelligence provides end-users with relevant, up-to-date technical information specific to product configurations and service events to improve service efficiency.

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  • Quote highlights the trend in global engineering
  • Houlihan, David. Technical Communications as a Profit Center. Rep. Aberdeen Research Group, 2009. Print.
  • Houlihan, David. Technical Communications as a Profit Center. Rep. Aberdeen Research Group, 2009. Print.
  • Houlihan, David. Technical Communications as a Profit Center. Rep. Aberdeen Research Group, 2009. Print.
  • 1. Houlihan, David. Technical Communications as a Profit Center. Rep. Aberdeen Research Group, 2009. Print.
  • The Technology piece: PTC has a lot of technology solutions (CAD, SLM, ALM, SCM) and a system (through PLM) by which to manage and interconnect them.We are leaders across these five critical business areas with the technology systemand knowhow to flexibly connect all five, allowing us to drive transformation across the total product lifecycle and enterprise.Our solutions, whether standalone or working together as a system, enable us to transform the way products are created and serviced so our customers can achieveongoing product and service advantageSYSTEM DETAIL SLIDES LOCATED IN THE APPENDIX
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PTC Technical Information:  Dynamic Task-Based Service Intelligence PTC Technical Information: Dynamic Task-Based Service Intelligence Presentation Transcript

  • PTC Technical InformationDynamic Task-BasedService Intelligence
  • 2Technical Information“Currently, the average service firmreveals a 56% level of utilizationwhich means that nearly half of anaverage worker’s day is spent innon-productive tasks.”– Aberdeen GroupMobility in Service (2010)2
  • 3Technical Information: Business ChallengesInaccessible Outdated Undeliverable• UNABLE TO PERFORMSERVICE DUE TO LACK OFINFORMATION• MUCH SERVICE TIME – 40% ORMORE – IS SPENT SEARCHINGFOR INFORMATION.• REPAIR AND RESOLUTIONTIMES ARE UNPREDICTABLE.• PRODUCT DOWNTIME RISES.• FREQUENT ERRORS CAUSEREWORK.• OPERATOR INSTRUCTIONSAND SERVICE PROCEDURESDON’T MATCH THE PRODUCT.• MISTAKES ABOUND INIDENTIFYING AND UTILIZINGSPARE PARTS.• NEW PRODUCT SHIPMENTSARE DELAYED. INBOUNDSUPPORT CALLS SKYROCKET.• REPAIR CYCLES SLOW – OREVEN HALT. SERVICEPRODUCTIVITY FALLS.• OPERATIONAL RISKSINCREASE. THE COMPANYFACES MORE LIABILITIES.
  • 4Dynamic Task-Based ServiceIntelligenceProvides end-users withrelevant, up-to-date technicalinformation specific to productconfigurations and serviceevents to improve serviceefficiency.Your Goal4
  • 5PTC’s Technical Information SolutionCREATEstructured and illustrated contentfor content reuse and improvedlocalizationMANAGEproduct-centric content andchange managementDELIVERconfiguration-specific, graphicalinformation across the serviceecosystem
  • 6PTC’s Technical InformationCreate Product-centric InformationMaximize productivityand information valueensure higher qualityproduct informationin less time• 2D & 3D Illustrations from CAD– Associated with source for easychange management– Reduce the amount of text to be written• Content Based on Products, NotDocuments– Topic based authoring based onproducts supported, not documentsrequired• Connected with Product-CentricContent Management– Associate content to products from theauthoring environmentW H Y IT MATTER SW H AT IT MEA N S26% REDUCTIONS IN AUTHORINGTIME v. 6%INDUSTRY AVERAGE
  • 7PTC’s Technical InformationProduct-centric Information ManagementEnable the deliveryof rich technical information• Manages Information Based onProduct Structure– As-Supported Product Structure– Applicability based onoptions, variants, operating conditions– Facilitates reuse across products ratherthan documents• Associative / Change Management– Maintains links between technicalinformation and original product data– Enables automated change managementprocesses for content, illustrations anddelivery• Enables Product-Centric Delivery– Automates the „publishing‟ processW H Y IT MATTER SW H AT IT MEA N S91% OF PROJECTSMEET QUALITY TARGETS
  • 8PTC’s Technical InformationProduct-centric Interactive Information DeliveryImprove access,usability and reliabilityof information tooperate, maintain andservice products• Delivers Information, notDocuments– Information organized by product modelor SN– Product “aware”• Contextual– Only provides the information you need• Richer, Graphical Presentation– Text is combined with linked 2D or 3Dillustration– Able to navigate through the productvisually• Up-to-date– Generated automatically / efficientlyW H Y IT MATTER SW H AT IT MEA N S41% INCREASE INCUSTOMER SATISFACTIONSCORES
  • 9Demonstration
  • 1038%LESS TIME TORESOLVE CUSTOMERSUPPORT ISSUES1…to ENTERPRISE– Increase revenue & profitability…to SERVICE ORGANIZATION– Improve content creation processes /automation– Improve cycle times– Reduce cost reduction…to FIELD SERVICE– Highly profitable service operationsPTC’s Technical Information: Solution Benefits…45%AVERAGE INCREASEIN REVENUE FORBEST-IN-CLASS141%DECREASE ININBOUND CUSTOMERSUPPORT CALLS1
  • 11A System of Market Leading SolutionsPTCServiceLifecycleManagement(SLM) SolutionsPTC Supply Chain Management(SCM) SolutionsPTC Product Lifecycle Management(PLM) SolutionsPTC Computer-aided Design(CAD) Solutions• PTC Component & Supplier Management• PTC Product Analytics• PTC Manufacturing Process ManagementPTCApplicationLifecycleManagement(ALM) Solutions• PTC 3D Design• PTC Multi-CAD• PTC Program & PortfolioManagement• PTC System Requirements& Validation• PTC Global Platforms• PTC Global ProductDevelopment• PTC Global Quality• PTC Project Management• PTC Global SoftwareDevelopment• PTC TechnicalInformation• PTC ServiceKnowledgeManagement• PTC Service PartsInformation &Management• PTC Warranty &Contract Management• PTC Field ServiceManagement
  • 12CNH Supports Growth with PTC SLMA world leader in the agricultural and construction equipment businesses.Supported by more than 11,600 dealers in approximately 170 countries“In addition to the significant costsavings, the Arbortext solutions haveallowed CNH to build a framework thatoffers faster information cycles to meetproduct delivery schedules and thatsupports a web-based delivery model tooffer more interactive, product-specificinformation.”Terry Williams, CNHDirector, Technical Information Services & Tools
  • 13AFTERProvide easy-to-find and trustworthy information to the servicenetworkBEFOREStruggling with ineffective and/or poor quality information acrossthe service networkAn enterprise solution to…– Create structured and illustrated contentfor content reuse and improvedlocalization– Manage product-centric content andchange management– Deliver configuration-specific, graphicalinformation across the service ecosystem…achieve high-performance teaming– Increase service productivity and capacity– Maximize product up-time andproductivity– Improve customer satisfaction andretentionPTC’s Technical Information Solution Summary*1Schuh & Co, others from PTC customer experience; 2PTC CustomerDYNAMIC TASK-BASEDSERVICE INTELLIGENCE
  • 1414Alignment: Next Steps• Agree on company initiatives and what areas of Technical Information areimportant for your company• Engage owners of this initiative with a deeper solution discussion• Engage PTC’s business transformation team to align specific processsteps and actions to potential value for your company