Industry 4.0 – lessons from large and small firms
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Key note presented at the Konferenz Perspektiven mit Industrie 4.0 ZHAW, Winterthur, 6 September 2017. The paper described real examples of digital solutions from large and small firms. It closes with the Data-to-Action model that has been developed by Shaun West, Petra Müeller-Csernetzky and Mario Rapaccini.
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Industry 4.0 – lessons from large and small firms
- 6. West, 2017 Cases Six cases will be used to demonstrate typical problems and provide lessons All are basically manufacturing firms that deliver some forms of services Size Segment Problem Case 1 Very large globally active Industrial equipment Unsure of the value proposition for remote monitoring and diagnostics Case 2 Niche player, globally active Medical tech Desire to provide improved customer support via remote self-serve Case 3 Very large globally active Aero Unsure where to start or how to start to digitalize services Case 4 Niche player, globally active Industrial equipment Provide improve customer operations support Case 5 Niche player, globally active Industrial equipment How and where to start with monitoring and diagnostics Case 6 Very large globally active Office equipment Connect the existing installed bases to the remote monitoring platforms
- 7. West, 2017 Cases Value proposition for remote monitoring and diagnostics Problem - What is the value proposition? - How and where do system fit? - Complex supply chain issues (projects and end users) Lessons - Understand all users - Understand their jobs - Support operations and maintenance teams All actor identified with demo dashboards to help describe the customer value proposition
- 8. West, 2017 Cases Remote routine maintenance support Problem - Customer not doing the work correctly - Low value callouts for service technicians - Customer experience was poor Lessons - Customer journey mapping for detailed insights - Prototype solution visually with customer iPad app with SOP and direct hot-line to OEM with video support
- 9. West, 2017 Cases Where to start or how to start to digitalize services on old equipment Problem - How to use data to help support the ’customer’ - Equipment focused - Limited understanding of customer jobs Lessons - Create detailed personas for key actors - Use avatars for the machines - Understand constrains People, equipment, spares and the airplane need to all be considered
- 10. West, 2017 Cases Provide improve customer operations support Problem - Customers’ main costs are production costs - How can customers be made more effective? - Can improved operational support be provided over the cloud? Lessons - Learn to think like a customer(s) - The cockpit can replace customer processes - It can be delivered as a cloud based service Digital can make the customers’ jobs easier when lean thinking and visuals are combined Picture pls
- 11. West, 2017 Cases How and where to start with monitoring and diagnostics Problem - Customers are asking for monitoring and diagnostics - We will start with digital maintenance, move to risk based maintenance… Lessons - Understand the complete value chain - Understand the individuals and their behaviors - Understand that operations and maintenance need to share information It is possible to provide the customer with information to drive down their cost per bottle
- 12. West, 2017 Cases Understand needs and capabilities of different customers segments Problem - Not all of the machines connected - Some customers do not allow remote M&D - Confidentially issues, IT policies – yet users want connection (for better support) Lessons - Understand more actors, not just users - Understand what solution fits all needs - Find alternative connectivity systems (4/5G) Different needs surveyed through field technicians, that also provided insights to solve the problem Picture plsPicture pls
- 13. West, 2017 Cases These cases are not isolated examples ©Figure:Feintool Bachelor-Thesis | Jahrbuch 2016 | Seite 101 This Bachelor Thesis has been produced in line with Feintool`s FEINmonitoring program. The objective is to develop a product to a product-service provider. FEINmonitoring gets diverse status data from the installed fineblanking presses. The success of the project depends to a large extent on the data and how it can benefit Feintool and its customers. The objective of this thesis was to create a systematic collection of application scenarios of FEINmonitoring. Review the scenarios in terms of their potential for customer value and relation to their short- medium- and long-term viability and prototype the most promising scenarios. The underlying methodologies for this were based on the outcome-driven innovation process. The results of the outcome-driven innovation have shown that the scenarios are mostly only for long-term feasibility. Moreover, they have shown that the operationalization of a monitoring system needs some steps to consider. The results contain the ecosystem of Feintool, a list of desired outcomes and a list of rated scenarios. For those companies who want to implement a monitoring system there was a guide build up for operationalization. Review of condition monitoring scenarios in Industry-4.0 “FEINmonitoring” Graduate: Johannes Loosli Lecturer: Dr Shaun West Expert: Jim Siler Industrial Partner: Feintool Bachelor-Diplomarbeiten | Jahrbuch 2015 | Seite 65 Der Fortschritt in der globalen Vernet- zung sowie das stetige Wachstum des Internet of Things bewegen immer mehr Unternehmen dazu, ihre Produkte mit intelligenten Geräten auszurüsten, wel- che via Internet Daten austauschen. Eine Branche, in welcher solche Systeme sehr häufig eingesetzt werden, ist die Automobilindustrie. Das Bedürfnis der Endkunden, ihre Fuhrparke vom Schreib- tisch aus zu steuern, wächst stetig, seit dies technisch und finanziell möglich ist. So ist es heute bereits für Privatperso- nen möglich, Fahrzeuge per Smart Phone App zu überwachen und zu steu- ern. Die vorliegende Bachelor-Diplomar- beit beschäftigt sich mit der Integration eines solchen Systems in die SUNCAR Elektro-Bagger. Das Ziel der Arbeit ist es, mit einer Nutz- wertanalyse die vorhandenen Systeme auf dem Markt abzuschätzen, die Ein- führung des Systems zu konzeptionieren und die Implementierung einzuleiten. Das System soll der SUNCAR HK AG in einem ersten Schritt dazu dienen, die Bagger zu überwachen und Betriebsda- ten auszuwerten. In einem zweiten Schritt wird es auch Endkunden zur Ver- fügung gestellt, was diesen den Zugriff auf die Daten und Standorte ihrer Fahr- zeuge zu jedem Zeitpunkt gewährleistet. Remote Diagnostics and Fleet Management for Construction Machines Diplomand: Andreas Neuhaus Dozent: Thierry Aubert Experte: Rolf André Bill Wirtschaftspartner: SUNCAR HK AG Bild:CopyrightSUNCAR2015
- 14. West, 2017 Cases These cases are not isolated examples Bachelor-Diplomarbeiten | Jahrbuch 2015 | Seite 59 This thesis has been produced in line with Schindler’s global Remote Monitoring program. The objective is to get diverse real-time status data from its maintained elevators, escalators and moving walks. For enabling this function, older equipment will need an upgrade. For this purpose a Remote Monitoring Box has been developed. The objective of this thesis was to create a pricing model for the Remote Monitoring Box in the European region. This contains a price for the Remote Monitoring Box, and also different pricing models. The underlying methodologies for this goal are based on the competitive- and cost-orientated price determination. The analysis has shown that the Remote Monitoring Box ranked high related to its competitors according to the customer needs. Moreover it has also shown that the Remote Monitoring Box has a relatively high production price which makes it too unattractive for various customer segments. The results contain a list-price for the whole of Europe and additionally an internal price. For those customer segments for which the product is attractive, various pricing models have been elaborated. These include different price-options and financing-models. Pricing Concept Remote Monitoring Box Diplomand: Florian Merk Dozent: Christian Hohmann Experte: Simon Howald Wirtschaftspartner: Schindler Management AG Das Schweizer Traditionsunternehmen Dätwyler Sealing Solutions produziert in seiner Automotive-Sparte Präzisions- dichtungen für die Automobilindustrie. Das umfangreiche Know-how in der Materialentwicklung und Verfahrens- technik wird genutzt, um Automobilzu- lieferer mit qualitativ hochwertigen Pro- dukten zu versorgen. Auf Grund der voranschreitenden Fahrzeugelektrifizierung, welche nicht nur den Antrieb, sondern auch elemen- tare Fahrzeugsysteme wie die Bremsen oder die Lenkeinheit betrifft, sieht die Unternehmensführung die aktuelle Umsatzstruktur in Gefahr: Die gängigs- ten Produkte aus dem aktuellen Portfolio könnten schon in den nächsten 15 Jah- ren am Markt deutlich weniger gefragt sein. Das Ziel ist daher, auf Basis einer Analyse „Trends Digitalisierung in der Automobilindustrie“ Vorschläge für eine Portfolioerweiterung zu liefern. Aus der Analyse des Technologieportfo- lios folgt, dass besonders Fahrassistenz- systeme und deren Peripherie im Zusam- menhang mit dem autonomen Fahren, Möglichkeiten für die angestrebte Port- folioerweiterung bieten. Nicht nur neue Produkte, sondern auch eine Vielzahl an neuen Playern im Markt bieten Dätwyler Einstiegsmöglichkeiten, ohne, dass man bei der Entwicklung von den bisherigen Hauptkunden abhängig bleibt. Ob es gelingt, die Technologien des kürzlich akquirierten Unternehmens Ott zu übertragen und zu nutzen, wird für den Erfolg besonders entscheidend sein. Das mit Forschungsprojekten und Akquisitionen zusätzlich aufgebaute Know-how bietet die Chance im Zuge der Digitalisierung einen komparativen Konkurrenzvorteil zu erlangen und mit eigenen Produktentwicklungen auf ausgewählte Kunden zuzugehen. Für die entwickelten Produktideen werden mögliche Anwendungen, Anforderungen an das Produkt und die zusätzlichen Anforderungen an das Unternehmensumfeld diskutiert. Bachelor-Thesis 2017 Der Trend Digitalisierung in der Automobilindustrie und seine Auswirkungen auf Dätwyler Sealing Solution Automotive Diplomand: Philipp Hamm Dozent: Christian Hohmann Experte: Simon Howald Wirtschaftspartner: Dätwyler Sealing Solution
- 15. West, 2017 Cross case analysis What should be the focus? Technik & Architektur Applied Sciences and Arts Complex ecosystem with many actors and different needs, perspectives and value expectations – a different approach is needed