RQ: What services can be provided (by whom and to who) through (or adopting, or developing) the digital twin concepts? Our focus is long-life capital equipment Consider the whole life cycle Apply Service Dominant Logic in the assessment Consider technical and business hierarchies

1. Digital Twin
- What is it and how can it help us?
Industrie 2025, F&E Konferenz zur Industrie 4.0
24 January 2019
Dr. Shaun West (HSLU), Dr. Jürg Meierhofer (ZHAW)

2. Projekt4 2.8.2007 19:17 Uhr Seite 1
Senior Lecturer
Industry 4.0
Coordinator Platform
Executive MBA
Dr. sc. techn. ETH (PhD)
Jürg Meierhofer
8401 Winterthur, Switzerland
Rosenstrasse 3, P.O. Box
www.zhaw.ch/idp
www.zhaw.ch/=meeo
juerg.meierhofer@zhaw.ch
Phone direct: +41 58 934 40 52
School of
Engineering
IDP Institute of Data Analysis
and Process Design
Zurich University
of Applied Sciences
Jürg Meierhofer
Expert Smart Service Engineering
Digital Twin - what is it and how can it help us?
Question Actors (primary) Layer Phase Level Time frame
How did the component actually function
compared with the design?
Operations,
Maintenance, Design
Component
(aggregated)
BOL/MOL Strategic Annually
What could I do to improve factory output Asset mgr, operations Equipment, line MOL Tactical,
strategic
Annually
What happens if I delay the next planned
maintenance on the machine?
Asset mgr, operations,
maintenance
Assembly,
equipment, line
MOL Tactical,
strategic
Monthly,
annually
How can I improve my spares holding? Asset mgr Line/Lines MOL
What options do I have now that machine is
broken?
Operations,
maintenance
Line/Lines MOL Operational Live/daily
A competitor is opening a new factory what are
the implications?
CEO, CFO Business
ecosystem
MOL Strategic Annually
I have a new mix of products, what is the
optimal production plan?
Production, sales Lines MOL Tactical Daily, weekly,
monthly
I need to replace a machine in a line, what is the
best option for me?
Asset mgr, production,
maintenance,
procurement
Equipment/ lines MOL Strategic Annually
We need to make the next product generation;
how do firms operate the machines today and
how do they perform?
Design, NPD, service Equipment
(assembly,
components)
MOL/BOL Strategic Annually
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Operations
Services
New technology development
Marketing and sales
In bound logistics
Outbound logistics
Procurement
Firm infrastructure
Human resource management
Other The Digital Twin was
considered by 95% of
the respondents to be
an enabler/ support for
providing services
What is a Digital Twin?
“…a real-time data (dynamic) allowing simulation and
forecasting to support decision making…”
“All sensor data, production data and process information
over the entire life cycle…”
Who benefits?
“…the operations and maintenance team …NPD team … the
service teams…”
“…many actors up-stream and down-steam of the
product/equipment …”
How would you model?
“… a simple Excel model to a complex real-time AI to
machine learning (off process)…”
“… Rule based modeling, Agent-based, discrete event
simulation…”
What are the benefits?
“…improve current practice and support optimization along
the asset’s life cycle…”
“…It allows the whole installed based to provide input for the
next generation of machines…”

3. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Introduction
What is the Digital Twin and how can it help us?
What services can be
provided (by whom and to
who) through (or adopting,
or developing) the digital
twin concepts?
Our focus is long-life capital equipment
Consider the whole life cycle
Apply Service Dominant Logic in the assessment
Consider technical and business hierarchies

4. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Framework
Multi-dimensional approach
Service Dominant Ligic was appled – the Digital Twin was viewed as a service agent
Source: SAMSUNG CES Event 2018
Supply chain
Factories
Manufacturing
and Design
Products
and
assets
OwnersPartners Suppliers
PLM
ERP CRM
MES
MMS
Beginning
of life
Middle
of life
End
of life
Product Lifecycle
Many data suppliers
Many actors
Many perspectives

5. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Methodology
Focus was on data collection to understand the problem
Collaborative approach between four universities in Switzerland and Italy
Source: SAMSUNG CES Event 2018
Literature
review
50+
Survey
53
Interviews
10

6. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Results
Survey insights
The value is expect to come in the MOL and BOL phases
Source: SAMSUNG CES Event 2018
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Operations
Services
New technology development
Marketing and sales
In bound logistics
Outbound logistics
Procurement
Firm infrastructure
Human resource management
Other
The Digital Twin was
considered by 95% of
the respondents to be an
enabler/support for
providing services

7. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Results
Interview insights
What is a Digital Twin?
“…a real-time data (dynamic) allowing simulation and
forecasting to support decision making…”
“All sensor data, production data and process
information over the entire life cycle…”
What are the benefits?
“…improve current practice and support optimization
along the asset’s life cycle…”
“…It allows the whole installed based to provide input
for the next generation of machines…”
Everyone interviewed had a view and expectations of the Digital Twin and how they would use it
Source: SAMSUNG CES Event 2018
Who benefits?
“…the operations and maintenance team …NPD team
… the service teams…”
“…many actors up-stream and down-steam of the
product/equipment …”
How would you model?
“… a simple Excel model to a complex real-time AI to
machine learning (off process)…”
“… Rule based modeling, Agent-based, discrete event
simulation…”

8. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Discussion
What is the digital twin and how can it help us?
The Digital Twin supports many actors and provides
advice to help them to make reliable decisions
- System level – component to business ecosystem
- Lifecycle phase – BOL, MOL, EOL
- Management level – operational, tactical, strategic
- Timeframes – live, daily, weekly, monthly, annually
The Digital Twins role is to provide decision making advice or support

9. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
DIGITAL TWINS IN ACTION
Source: SAMSUNG CES Event 2018

10. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Closing
Conclusions
The Digital Twin is currently
‘all things things to all
people’
It’s main role is to support
better decision making
The Digital Twin is a representation of a machine or a business
Simulation approaches depend on the questions being asked
The Digital Twin should contain the current and past states
A family of Digital Twins are required rather than a single twin

11. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Closing
Recommendations
How to innovate Smart
Services based on a family of
Digital Twins (some of whom
may not want to talk to each
other) that can provide solid
decision making advice
Learn to design, build and test Digital Twins
Learn to build families of Digital Twins
Learn to connect the different dimensions and layers
Learn to understand the fundamental data and information

12. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
For more information please visit slideshare.net/ShaunWest
Who we are…
A multidisciplinary group from four universities in two countries
2
Projekt4 2.8.2007 19:17 Uhr Seite 1
Senior Lecturer
Industry 4.0
Coordinator Platform
Executive MBA
Dr. sc. techn. ETH (PhD)
Jürg Meierhofer
8401 Winterthur, Switzerland
Rosenstrasse 3, P.O. Box
www.zhaw.ch/idp
www.zhaw.ch/=meeo
juerg.meierhofer@zhaw.ch
Phone direct: +41 58 934 40 52
School of
Engineering
IDP Institute of Data Analysis
and Process Design
Zurich University
of Applied Sciences
Jürg Meierhofer
Expert Smart Service Engineering

13. Industrie 2025, F&E Konferenz zur Industrie 4.0 |Jürg Meierhofer & Dr Shaun West
Thanks for your time!
Questions over coffee at the poster… Slides posted on SlideShare.com
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Our mission is to identify and apply best practice methodologies for
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