PREDICTIVE MAINTENANCE AND REMOTE ASSISTANCE: JOULEHUB DIGITAL TRANSFORMATION
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A real use case in JOULEHUB for DIGITAL TRANSFORMATION applied to INDUSTRY SECTOR
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PREDICTIVE MAINTENANCE AND REMOTE ASSISTANCE: JOULEHUB DIGITAL TRANSFORMATION
- 1. DIGITAL TRANSFORMATION IN INDUSTRIAL AUTOMATION JOULEHUB GMBH – Alessandro Graps – Stefano Tempesta
- 2. © JOULEHUB GmbH – info@joulehub.com Agenda • JOULEHUB • Introduction to Digital Industry • Digitalization and integration of value chains • Digitalization of products and services • Problems • JOULEHUB Projects: Real Use Cases • Q&A
- 3. © JOULEHUB GmbH – info@joulehub.com Presenters • CEO JOULEHUB • Email: a.graps@joulehub.com • LinkedIn: https://www.linkedin.com/in/aless andrograps Alessandro Graps • Partner JOULEHUB AUD • Email: s.tempesta@joulehub.com • LinkedIn: https://www.linkedin.com/in/stefa notempesta/ Stefano Tempesta
- 4. © JOULEHUB GmbH – info@joulehub.com Facts and Figures Microsoft Dynamics since 2004 Robotics and Electronics projects Automotive, Packaging, Avio, Energy markets Electronics equipment mass production Switzerland: Luzern (Headquarters) Italy: Bologna - Taranto Australia: Melbourne Company Locations Core Business Digital Transformation: 4.0 Integrators Electronics Robotics Mechatronics R&D
- 5. © JOULEHUB GmbH – info@joulehub.com INTRODUCTION AT THE DIGITAL INDUSTRY
- 6. © JOULEHUB GmbH – info@joulehub.com REACT OR PREVENT?
- 7. © JOULEHUB GmbH – info@joulehub.com WHAT IS PREDICTIVE MAINTENANCE? A SURVEY 'Watching systems carefully, exchanging cheap parts before they break and track faults' 'Prevents a 3am call out’ 'A huge relief'
- 8. © JOULEHUB GmbH – info@joulehub.com WHAT DO WE MEAN BY PREDICTIVE MAINTENANCE? • MONITORING EQUIPMENT TO AVOID FUTURE FAILURE • SCHEDULE MAINTENANCE WHEN IT’S NEEDED • IDENTIFY THE ROOT CAUSE OF ISSUES • HOW? • PREDICTIVE MODEL AND SENSOR DATA • DEPLOYNG TO THE EQUIPMENT AND CLOUD
- 9. © JOULEHUB GmbH – info@joulehub.com WHY PREDICTIVE MAINTENANCE? LOWER MAINTENANCE COSTS EXTENDEND EQUIPMENT LIFE REDUCE DOWNTIME IMPROVED PRODUCTION LOWER RISK EXPOSURE RECOVER LOST REVENUE
- 10. © JOULEHUB GmbH – info@joulehub.com PROBLEMS TO SOLVE Interaction with machines Long troubleshooting times High travel costs Distant or inaccessible places Information requirements in real time 100% efficiency at all times Machinery stopped due to problems or controls Active processes 24H Efficient maintenance High maintenance costs
- 11. © JOULEHUB GmbH – info@joulehub.com PROBLEMS TO SOLVE Remote after-sales support Direct interaction with machines Active communication with machines Proactive controls Machines that configure themselves Increased efficiency AdHoc support only when needed and programmed
- 12. © JOULEHUB GmbH – info@joulehub.com Microsoft Dynamics 365
- 13. © JOULEHUB GmbH – info@joulehub.com AZURE AI
- 14. © JOULEHUB GmbH – info@joulehub.com DIGITAL TRANSFORMATION PROCESSES
- 15. © JOULEHUB GmbH – info@joulehub.com Technicians Operations IoT Devices PREDICTIVE SERVICE «JUST IN TIME» PiJuice
- 16. © JOULEHUB GmbH – info@joulehub.com Technicians Operations IoT Devices START WITH SENSOR: MONITORING AND ANALYZING DATA FROM IOT
- 17. © JOULEHUB GmbH – info@joulehub.com INDUSTRIAL REVOLUTION MEETS DIGITAL TRANSFORMATION
- 18. © JOULEHUB GmbH – info@joulehub.com
- 19. © JOULEHUB GmbH – info@joulehub.com Microsoft Azure IOT Suite & Cortana Intelligence HOW TO TURN INTO THE DIGITAL AGE?
- 20. © JOULEHUB GmbH – info@joulehub.com Technicians Operations IoT Devices NEXT STEP: ANALYSIS TRIGGERS SERVICE ACTION
- 21. © JOULEHUB GmbH – info@joulehub.com Microsoft Dynamics 365 Microsoft Azure IOT Suite & Cortana Intelligence HOW TO TURN INTO THE DIGITAL AGE?
- 22. © JOULEHUB GmbH – info@joulehub.com
- 23. © JOULEHUB GmbH – info@joulehub.com Microsoft Dynamics 365 Microsoft Azure IOT Suite & Cortana Intelligence HOW TO TURN INTO THE DIGITAL AGE?
- 24. © JOULEHUB GmbH – info@joulehub.com Connected service Detection of the anomaly with IoT Predictive maintenance Creation of work orders
- 25. © JOULEHUB GmbH – info@joulehub.com Technicians Operations IoT Devices SENT RIGHT TECHNICIAN ON TIME
- 26. © JOULEHUB GmbH – info@joulehub.com of incoming service requests require field visits and such service visits, require secondary or follow-up visits.26%65% Source: Field service automation trends: Best-in-Class - Aberdeen Group, Dec,2015 IMPROVE SATISFACTION AND PRODUCTIVITY
- 27. © JOULEHUB GmbH – info@joulehub.com KNOWLEDGE BASE REPAIR STATUS ALERTHISTORY CASE STATUS REAL-TIME CUSTOMER VIEW REPAIR STATUSREPORTA PROBLEM Broken pump Submit Experienced On duty In the area REAL-TIME CUSTOMER VIEW REAL-TIME CUSTOMER VIEW REPAIR STATUS ADVANTAGES OF THE CONNECTED SERVICE
- 28. © JOULEHUB GmbH – info@joulehub.com From: JOULEHUB Hi Barbara! Thanks for your order #43323. We´ve created a work order for your repair request. Find details here
- 29. © JOULEHUB GmbH – info@joulehub.com Technicians Operations IoT Devices RESPONSIBILITY OF THE TECHNICIAN
- 30. © JOULEHUB GmbH – info@joulehub.com
- 31. © JOULEHUB GmbH – info@joulehub.com Microsoft Dynamics 365 Hololens & Skype for Business Microsoft Azure IOT Suite & Cortana Intelligence HOW TO TURN INTO THE DIGITAL AGE?
- 32. © JOULEHUB GmbH – info@joulehub.com MICROSOFT HOLOLENS: Remote tech support
- 33. © JOULEHUB GmbH – info@joulehub.com • Integration with Dynamics 365 • Portal Self-Service • Community Portal • Portal Self-Service for employees • Portal Partner MICROSOFT PORTAL
- 34. © JOULEHUB GmbH – info@joulehub.com POWER BI
- 35. © JOULEHUB GmbH – info@joulehub.com JOULEHUB: DIGITAL TRANSFORMATION
- 36. © JOULEHUB GmbH – info@joulehub.com
- 37. © JOULEHUB GmbH – info@joulehub.com CASE STUDY • Request • Real time telemetry and monitoring the main parts in the machines • 15 sensors (velocity, rotation, temperature, humidity, pressions, etc.) for each machine • Multi platforms machine: C#, Python, C • 80 machines • 3 different locations. 1 MCE • Challenge • Multiple machines, data complex, different variables • Defects monitoring • Defects preventing • Criticity • Difficult to simulate the real situation
- 38. © JOULEHUB GmbH – info@joulehub.com 38 INDUSTRIAL CUSTOMERS END CUSTOMERS PARTNERS & DISTRIBUTORS Customer Service Project ServiceField Service Enhanced Case Management Enhanced Time/Expense Recording Enhanced Asset Management Mobile Service Report Enhanced Warranty Management SAP / ERP Integration
- 39. © JOULEHUB GmbH – info@joulehub.com Events Collection IoT Platform Action Presentation Sensor Machine Microsoft AZURE IoT Hub Microsoft AZURE Stream Analytics Microsoft AZURE Machine Learning JOULEHUB EXPERIENCE Service Process Live Telemetry DashboardJOULEHUB EXP Field Gateway ARCHITECTURE
- 40. © JOULEHUB GmbH – info@joulehub.com EVENTS Events • System 4.0 • Device equipped with Sensors • Sensors produce data • Sensors Collection IoT Platform Action Presentation
- 41. © JOULEHUB GmbH – info@joulehub.com COLLECTION Events • JOULEHUB MultiProcess Interface (OMPI) • Field Gateway • Configurable device and system connectivity • AZURE IoT Hub Connector Collection IoT Platform Action Presentation
- 42. © JOULEHUB GmbH – info@joulehub.com IoT PLATFORM Events • Microsoft AZURE Platform • IoT Hub / Stream Analytics / Machine Learning • Cloud Gateway • Collect data • Analyse & interpret data • Anomaly detection • Trigger follow-up process Collection IoT Platform Action Presentation
- 43. © JOULEHUB GmbH – info@joulehub.com IoT PLATFORM Events • Microsoft Dynamics 365 • Microsoft Field Service • JOULEHUB Experience • Service Process • Detect, troubleshoot and resolve issues remotly • Automatic case and work order creation • Dispatch technician (manual & automatic) • Mobile app for onsite service Collection IoT Platform Action Presentation
- 44. © JOULEHUB GmbH – info@joulehub.com IoT PLATFORM Events • Microsoft Power BI • Telemetry Live Dashboard • Time Series Insights • Browse historical telemetry data Collection IoT Platform Action Presentation
- 45. © JOULEHUB GmbH – info@joulehub.com PREDICTIVE MAINTANANCE: TELEMETRY SIMULATION
- 46. © JOULEHUB GmbH – info@joulehub.com DATA
- 47. © JOULEHUB GmbH – info@joulehub.com ML – DATA ANALYZING
- 48. © JOULEHUB GmbH – info@joulehub.com STREAM ANALYTICS - Query
- 49. © JOULEHUB GmbH – info@joulehub.com POWER BI / D365 CRM
- 50. © JOULEHUB GmbH – info@joulehub.com Q&A
- 51. © JOULEHUB GmbH – info@joulehub.com
- 52. © JOULEHUB GmbH – info@joulehub.com JOULEHUB info@joulehub.com https://www.joulehub.com SWITZERLAND Schädrütihalde 16 – 6006 Luzern ITALY via Mori 6 40054 Budrio - Bologna via Dante 205 74121 Taranto AUSTRALIA Suite 10, 3 Albert Coates Lane Melbourne, VIC 3000
Editor's Notes
- Using the MS stack
- Condition Monitoring
- In a traditional field service organization, the customer has a problem, calls to get it fixed, and a technician is dispatched with the customer history and record of the concern call only. With Connected Field Service, we eliminate the customer concern and try to complete self-healing repairs remotely before sending a technician. Because Connected Field Service connects devices in the field, and harnesses the power of the Azure IoT Suite, organizations can know about problems before the customer does and solve them at the smallest cost to the organization. Both benefits going back to our goals of improving customer satisfaction and resource productivity by proactivity catching problems and performing troubleshooting remotely. Let’s look at how an organization can take advantage of Connected Field Service. The Connected Field Service process starts with the devices you already have in place. You can configure these devices to automatically send alerts when they detect an issue. For example, if the pump detects reduced flow, it will notify to manufacturer and the pump owner of the issue. This can help proactively address problems before they cause downtime. The open Azure platform helps simplify device connection and management to help users get up and running quickly. Step 1 Depending on the situation and the severity of the issue, the alert may be sent to the customer, the service operations technician, or both of them. Delivering the information directly to the customer provides the opportunity for them to self-service issues. It can also help avoid manufacturer involvement unnecessarily. If, for example, the customer shuts down the power to that area of their business, they can address the alert themselves instead of involving outside technicians. The alert also automatically generates a case and work order in Field Service that can be tracked until the issue is resolved. The case provides insight into the issue – the problem that sent the alert, history of product usage, environmental factors, and more. It also tracks resolution status throughout the process and can put the customer directly in touch with the manufacturer. With this connection, manufacturers may be able to address issues remotely without sending a tech onsite. Step 2 If a technician is needed onsite, ensure you only have to send them once. Dispatch the right technician at the right time to get the job done. The service control center can choose or automatically assign techs based on experience, location, and workload. With visibility into who originally installed the product or who last inspected it, you can be sure to send someone that is familiar with that model. Provide techs with navigation information, and ensure they have the right parts and tools on board. Give your customers insight into technician location and enable them to contact the tech directly to relay important information. Send them a picture or details about the tech so they can maintain their security. Step 3 While onsite, help your techs address the issue the first time. Update their devices with product information, maintenance instructions, or training videos. Enable them to connect with other service techs or product experts to get the help they need. By updating case status online, provide customers with visibility throughout the repair process.